Focus on the customer : managing for continuous improvement of safety performance

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<title>Focus on the customer</title>
<subTitle>: managing for continuous improvement of safety performance</subTitle>
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<title>Professional safety</title>
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<namePart>Smith, Thomas A.</namePart>
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<abstract displayLabel="Summary">Redefining who are the key customers of the safety department will lead to a new philosophy and improved methods of safety management. Employees'intrinsic motivation to perform safely must be restored. Although no government regulations mandate it, companies voluntarily are adopting high customer satisfaction as a goal because it is good business. Much evidence suggests that employees will work with management to improve the system. Intrinsic motivators are a key untapped resource for continuous improvement in safety. Employes do not intentionally make mistakes or get injured. Imagine what can be accomplished by applying the principles of continuous improvement of customer satisfaction to employee safety. Rethinking the sequence of who should receive priority attention with regard to safety will place the focus where it should be-on employees</abstract>
<note type="statement of responsibility">by Thomas A. Smith</note>
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<title>Professional safety : journal of the American Society of Safety Engineers</title>
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<text>nº 2 February 1995 ; p. 18-23</text>
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