I would also like to add about the perception of quality relating to service. If business improvements are made and the end customer does not perceive the improvements was real value created from the changes? In my opinion that would really depend on what your objectives were for the improvements. In many cases we are trying to create efficiencies that will reduce costs and if our customers do not perceive significant changes have taken place then it is actually a good thing. QUESTION: What are your thoughts on internal customers and the importance of perceived improvement? Does it hold the same level of importance as external customers? REQUIREMENT Word count : 450 Reference/Citation: Harvard