To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why?

Question(s):
In your own words, summarize the article.
To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why?
Discuss the tools needed to operate within the new environment as indicated by the author.

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