According to the U.S. Department of Health and Human Services (2011), â€œthe leader’s role in promoting and developing quality improvement begins with creating and sustaining a personal and organizational focus on the needs of internal and external customers. Through actions, a leader demonstrates a clear commitment to the organizational mission, values, goals, and expectations that promote quality and performance excellenceâ€ (pg. 7).
For this discussion, identify external and internal customers and discuss why quality improvement should focus on customer needs.
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