My take away from this is that although a student is concidered a customer, the focus should be on "are we delivering the goods and services of an educational institute that the student signed up for. Are we delivering old technology, are they getting the "best bang for thier buck"
The main principle I see in this part is that students can and maybe should be treated as a customer in the good sense of the importance that the student is to the school.
Nevertheless, the school must never lose their objective of education, teaching! and should not seen the school as a money making business only.
