The beginning of our end [engineering management]

So far in this series we have taken characters from ´Julius Caesar´ and from ´The Tempest´ to see how, first, a sound management philosophy and, second, training of the workforce are essential steps in the ´Systems Approach to Management´. Then, ´Much Ado About Nothing´ provided the background to the next step, how to understand processes using flowcharts. But that article (´I am an Ass´) left out the most important attribute of any process-its customers. The author details how customers are so important that they need an article all to themselves.