Mountain View Children's Care

Multiple Choice

Mountain View Children's Care
Dr. Samantha Wong, chief pediatric physician at Mountain View Children's Care, has been experimenting with the number and size of patient rooms, and the location of these rooms, to develop performance standards and efficient operation. In improving her processes, Dr. Wong obtains feedback from both internal and external customers and advocates the idea of zero defects (every patient must be served right the first time) to all her partners and nurses. Dr. Wong's personal involvement in all areas of this pediatric practice appears to be leading the business to success.
-Refer to Mountain View Children's Care. When Dr. Wong obtains feedback from her customers, who should be credited for the idea of both internal and external customers?

A) Kaoru Ishikawa
B) Joseph M. Juran
C) Walter A. Shewhart
D) Armand V. Feigenbaum
E) W. Edward Deming