对沃特飞机公司来说，生产高质量的产品和服务意味着满足客户的要求。我们的全面质量管理方法，团队合作，追求卓越，将全部精力放在我们的客户身上——包括内部和外部客户。我们相信，外部客户的满意度源于一系列满意的内部客户。该链中的每个环节都通过全面培训得到加强，培训方法将确保建立积极的内部客户/供应商关系。本文讨论了团队在培训期间所经历的意识和参与阶段，并描述了他们用于确保客户满意度的具体工具。

FOR THE VOUGHT AIRCRAFT COMPANY, PRODUCING QUALITY PRODUCTS AND SERVICES MEANS SATISFYING OUR CUSTOMERS' REQUIREMENTS. OUR APPROACH TO TOTAL QUALITY MANAGEMENT, TEAMWORK FOR EXCELLENCE, PLACES TOTAL FOCUS ON OUR CUSTOMERS--BOTH INTERNAL AND EXTERNAL. WE BELIEVE THAT EXTERNAL CUSTOMER SATISFACTION RESULTS FROM A CHAIN OF SATISFIED INTERNAL CUSTOMERS. EACH LINK IN THIS CHAIN IS STRENGTHENED THROUGH COMPREHENSIVE TRAINING IN A METHODOLOGY THAT WILL ENSURE POSITIVE INTERNAL CUSTOMER/SUPPLIER RELATIONSHIPS. THIS PAPER DISCUSSES THE STAGES OF AWARENESS AND INVOLVEMENT THAT THE TEAMS PASS THROUGH DURING THEIR TRAINING AND DESCRIBES THE SPECIFIC TOOLS THAT THEY USE TO ENSURE CUSTOMER SATISFACTION.