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 School Improvement:  People
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People bring a great deal to every situation

  • Values, purposes and meaning
  • Capabilities that enable things to be achieved
  • Relationships


People carry out tasks individually or collectively. Tasks are often sequential and the sequence is usually important - the implication is that it is very useful to attend to the process (sequence of tasks or steps)

Quality attends to people - it is conscious of what will delight people, now and in the future

People are 

  • Contributors (suppliers),
  • Operators or doers  or workers), and or,
  • Recipients (customers) 

These are best understood as flexible aspects of working relationships 
rather than individual fixed roles.

Recipients decide on what is quality. Thus it is very important to work with the recipient  

There are two kinds of 'customers' or recipients: 

  • Internal: the next person in the process within the (School) system
  • External: people outside the (School) system


The system's responsibility to meet the needs of the recipients. People within the system act on behalf of the system to the extent that they are capable


Thus it is at least as important for the system to attend to the 'internal customers' as it is to attend to the external customers.


To simplify this complexity of relationships it is best to think of the 'customer as the next person'. Internally or externally each person's responsibility is to

  • work with the next person
  • make it easier for the next person to do well

The result will be a very effective 'supply chain' built up of effective working relationships