According to John Cone, President of Dell Learning, Michael Dell's sponsorship of the "Customer Experience" initiative went far beyond a commitment to learning. It began when the chairman's office commissioned the start of QUEST training in the company. QUEST stands for Quality Underlies Every Single Task. The top execs at Dell personally drove the initiative to provide quality tools to every employee. They personally managed the evolution of the program from its initial focus on internal quality standards to the current external approach of creating the best possible customer experience