TQM Prelim 2
Planning, Performance, Processes, People
4P's of TQM
Loyalty Behaviors
In this phase, the customer begins to show loyalty behaviors that the organization can measure.
Global Perceptions
In this phase, the customer will now form different perceptions of the overall performance of the customer.
Business Performance
In this phase, the firm must first evaluate itself in terms of product quality, service quality, relationship quality, image strength, and price perceptions.
Check the validity of your conclusions
In this step, the conclusions are shared with several customers and other people in the organization to get feedback.
Performance Standard
The __________ is zero defects.
Definition
The __________ of quality is conformance to requirements.
Measurement
The __________ of quality is the price of nonconformance.
System
The __________ of quality must focus on prevention, not appaisal, of defects.
Opportunities
These represent potential avenues to grow and gain a sustainable competitive advantage.
Threats
This is a phenomenon in an organization's business environment that has the potential to put the organization at a competitive disadvantage.
Strength
This is any characteristic or capability that gives the organization a competitive advantage.
Weakness
This is any characteristic that puts the organization at a competitive disadvantage.
Financial Outcomes
When a customer exhibits loyalty behaviors, the organization benefits in the critical areas of financial outcomes.