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"Creating a Customer-Driven Organization"
Author: Estep, Michelle, and Patricia Joyce
Published In: Proceedings of the 1997 Educational Conference
Date: 1997

Presentation at the 84th Annual Meeting in Orlando, Florida. Emphasizes that successful organizations have customers as their common central focus.  Discusses findings of the 1993 National Performance Review, a six month review of the federal government with the goal of focusing on how government should work, how to reduce waste, eliminate obsolete functions, improve services to taxpayers and create a smaller but more productive government.  Describes how the Smithsonian Institution used key findings to develop a training program that would emphasize the value of a customer-driven organization. 

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