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In your own words, summarize the article. ( 150 – 200 words ) ( 3 marks )
To which extent do you agree or disagree with the author point of view “that internal customers’ needs are important as externals to create a true quality environment” and Why? ( 150 – 200 words ) ( 3 marks )
Discuss the tools needed to operate within the new environment as indicated by the author. ( 150 – 200 words) ( 4 marks

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