Business Administration Exam #2

Pregnancy Discrimination Act

illegal to discriminate against a woman for pregnancy or a condition related to it.

Equal Pay Act of 1963

illegal to pay different wages to men and women if they perform equal work in the same workplace. Retaliation against complainant is also illegal.

Organization management:

includes designing the structure of the organization and creating conditions and systems in which everyone and everything work together to achieve the organization's goals and objectives.

Vertical merger

joining of two or more companies in similar industries but in different stages of the manufacturing process.

Extrinsic motivation (Reward)

given to you by someone else as recognition for good work. (Pay raises, praise, and promotions)

Empowerment

giving employees the authority to make a decision without consulting the manager and the responsibility to respond quickly to customer requests.

Functional:

groups together jobs which are involving the same or similar activities.

Multinational corporation

has facilities and other assets in at least one country other than its home country.

Sole proprietorship

A business that is owned, and usually managed, by one person.

What is a PESTLE analysis?

An analysis that focuses on what is currently present/happening and what is likely to happen.

Centralization concentrates decision-making authority where?

Authority is concentrated at Upper levels of the organization.

What are maintenance factors? (Herzeberg)

Factors that can cause dissatisfaction, but changing them will have little motivational effect.

True or False: A limited partnership refers to a partnership set up for a temporary purpose, such as a real estate development project.

False

What is done to "flatten" an organizational structure?

Fewer layers of management and a broad span of control (many people report to each manager).

Reinforcement Theory:

Focuses on changing behavior, rather than on understanding behavior.

What type(s) of team structure will be used in this class this semester?

For our project, we are a self-managed and virtual team.

three leadership styles:

Free reign, Autocratic; Participative

Be able to recognize different types of departmentalization:

Functional, Product, Customer Type, Geographic location.

Types of team structures:

Functional, Self-managed, Cross-functional, Virtual

The types of partnerships that do not limit liability

General Partnership

Centralization Advantages:

Greater top-management control, More efficiency, Simpler distribution system, Stronger brand/corporate image.

Top three industries that add the most value to the US GDP:

Healthcare, Technology, and Construction.

Which skills are most important for employees at each of the four levels of the organizational hierarchy?

Human relation skills, conceptual skills, and technical skills.

What resources are managed?

Human, Material, Information, and Financial.

What does Top Management do in the planning process?

In charge of organizing the activities of the business so that that these activities are aligned to the predetermined objectives that were laid down in the planning phase.

What happens if you take away a maintenance factor? (Herzeberg)

It will cause dissatisfaction.

What are the disadvantages of a matrix organization?

It's costly and complex, It can confuse employees about where their loyalty belongs—with the project manager or with their functional unit, It requires good interpersonal skills as well as cooperative employees and managers to avoid communication problems, and It may be only a temporary solution to a long-term problem.

Differences between S-corps and (LLCs):

LLCs do not have special eligibility requirements.

Disadvantages of Broad control:

Less empowerment, Higher costs, Delayed decision making, Less responsiveness to customers.

Disadvantages of Narrow control:

Less empowerment, Higher costs, delayed decision making, Less responsiveness to customers.

Types of organizational structures:

Line, Line-Staff, and Matrix Organization Structures.

Job of HR Generalist:

May perform one or more HR-related activities, supporting a specific geographic region.

1) Antonio has started a home-based business via which he provides services to publishing companies. He plans to keep his business small so that he can enjoy a balanced lifestyle. Which of the following best describes Antonio? a) Entrepreneur b) Micropreneur c) Intrapreneur d) Incubator e) Cooperative

Micropreneur

What is an organization?

Two or more people who work together to achieve the goals of the group.

Partnership Disadvantages:

Unlimited personal liability for general partners, Potential conflicts regarding sharing profits, Disagreements among partners, Difficulty terminating partnerships.

Tall vs. Flat organization structure:

When the Span of Control (control over human resources, control over subordinance) is more-narrow it leads to a Tall Organizational Structure, When the span of control is broader it leads to a Flat Organizational Structure.

How managers can use knowledge of Maslow's Hierarchy of Needs to better manage people:

Will help create an understanding on Physiological needs, Safety needs, Social needs, Esteem needs, and Self-actualization needs.

What happens if you provide a motivating factor? (Herzeberg)

Will increase satisfaction and increase production.

What happens if you provide a maintenance factor? (Herzeberg)

Will not necessarily motivate employees if increased.

Marketing Slogan

a catchy phrase or series of words used to help consumers remember a company, brand or product.

ISO 14001

a collection of the best practices for managing an organization's impact on the environment.

Franchisor

a company that develops a product concept and sells others the rights to make and sell the products.

Conglomerate acquisition

a merger of firms that are involved in economically unrelated business activities. Range from short-term joint ventures to complete mergers.

Franchisee

a person who buys a franchise.

Benchmarking:

comparing an organization's practices, processes, and products against the world's best.

Opportunities:

conditions in the external environment that help the company's chance of achieving its goals. Capitalize on strengths.

Threats:

conditions in the external environment that hurt the company's chance to achieve its goals. Address weaknesses.

Quality

consistently producing what the customer wants while reducing errors before and after delivery to the customer.

Values

core values or standards that guide the way a business works.

Age Discrimination in Employment Act

forbids age discrimination against people who are age 40 or older.

Resources that are converted/transformed (Operations Management)

labor, energy, machinery, technology, materials, information.

Cross-functional structure:

members come from different functional departments perhaps for a project. Report to functional manager and project manager.

Virtual structure:

members who are geographically dispersed but communicate electronically.

Conglomerate merger

merger between two or more companies that are involved in totally unrelated business activities.

Preferred stock

no voting rights, but primarily claims on dividends.

How LLC's are similar to both corporations and partnerships:

offer protection of personal assets; can be taxed like a partnership (or like a corporation, if desired). LLC protects like a corporation

Public company / open corporation

stock is bought and sold on security exchanges and can be bought by anyone.

Private company /closed corporation

stock is owned by relatively few people and not sold to public.

Mass customization

tailoring products to meet the needs of a large number of individual customers.

Process manufacturing

that part of the production process that physically or chemically changes materials.

Assembly process

that part of the production process that puts together components.

Production

the creation of finished goods and services using the factors of production: land, labor, capital, entrepreneurship, and knowledge.

Supply Chain Management

the handling of the entire production flow of a good or service---starting from the raw components all the way to delivering the final product to the consumer.

ISO 9001

the international standard that specifies requirements for a quality management system.

Chain of command:

the line of authority that moves from the top of a hierarchy to the lowest level.

Human Resource Management falls under:

the organizing function.

Intrinsic motivation (Reward)

the personal satisfaction you feel when you perform well and complete goals.

Production Management

the process of coordinating and controlling the activities required to create goods.

Weaknesses:

things the company does not do well or negative characteristics.

Strengths:

things the company does well or positive characteristics.

Fixed position

used in producing a product that is too large to move. (like building a house)

Product (assembly line)

used when products undergo the same operations in the same sequence. Workers complete a few tasks at a time. Not often used for less complex production processes.

Process

used when small batches of different products are created or worked on in a different operating sequence. Good for creating custom solutions or products that might require fewer tasks overall. Facilities efficient use of resources.

Double-taxation

when corporate income is taxed twice.

Partnership

A legal form of business with two or more owners.

Program evaluation and review technique (PERT)

A method for analyzing the tasks involved in completing a given project, estimating the time needed to complete each task, and identifying the minimum time needed to complete the total project. Steps in PERT are analyzing and sequencing tasks that need to be done, estimating the time needed to complete each task, drawing a PERT network illustrating the information from steps 1 and 2, and identifying the critical path.

What are motivating factors (Herzeberg)

A satisfier- achievement, advancement, responsibility- that motivates a person to work harder and more efficiently.

What is the Matrix organizational structure?

An organization in which specialists from different parts of the organization are brought together to work on specific projects but still remain part of a line-and-staff structure.

Decentralization requires for decision-making responsibility and authority to be dispersed to who?

Authority and responsibility is Delegated to employees at lower levels of the organization are who are Empowered to make decisions for the organization.

1) Rebecca's company is planning to move its manufacturing plant. She is helping the company decide where to relocate the manufacturing facility. She has narrowed the list of possible sites down by considering a) access to transportation, b) crime rates, and c) good quality of life and cost of living. Her manager tells her she has omitted a key consideration. Which of the following is likely the key consideration that Rebecca has missed? a) Cost of shutting down the existing plant b) Difficulty in coordinating the move c) Availability of low-cost labor

Availability of low-cost labor

Three components of business ethics

Avoiding Conflict of Interest, Competing Fairly and Honestly, and Being Transparent.

What are the 5 steps of the Control process?

Establishing clear performance standards, Monitoring and recording actual performance or results, Comparing results against plans and standards, Communicating results and deviations to the appropriate employees, Taking corrective action when needed and providing positive feedback for work well done.

Top states with most manufacturing jobs:

Indiana (1), Georgia (2), Wisconsin (3).

Where does the information on Opportunities and Threats (in the SWOT analysis) come from?

Internal and External sources such as financial resources, market surveys, performance indicators and competitor performance statistics.

Which elements of a SWOT analysis represent those that are internal to the organization? Which are helpful to the company?

Internal: Strengths & Weaknesses. External are Opportunities & Threats. All are helpful to the company.

What are the maintenance factors listed in the slide? (Herzeberg)

Interpersonal relations, Company

What are the advantages of a matrix organization?

It gives managers flexibility in assigning people to projects, It encourages interorganizational cooperation and teamwork, It can produce creative solutions to product development problems, and It makes efficient use of organizational resources.

Factors that affect facility location decisions:

Labor costs (wages), Shipping costs, Availability of inexpensive resources, Lesser need to train or retrain local workforce, Access to transportation, Proximity to suppliers and customers, Low crime rates, Good quality of life for employees, and Lower cost of living for employees.

Disadvantages of Franchising:

Large start-up costs, Shared profit, Management regulation, Coattail effects, Restrictions on selling, Fraudulent franchisors.

Decentralization Disadvantages:

Less efficiency, Complex distribution system, Less top-management control, Weakened corporate image.

Centralization Disadvantages:

Less responsiveness to customers, Less empowerment, Interorganizational conflict, Lower morale away from headquarters.

The types of partnerships limit liability

Limited Liability Partnership, Limited Partnership, Master Limited Partnership.

Corporation Advantages:

Limited liability, Enhanced ability to raise money by selling shares of stock, Relative ease of changing ownership, Potentially, perpetual life beyond that of the owners, Easier to separate management from ownership.

What is the difference between Line organization and Line-Staff Organization?

Line organization is centralized, and power centered but line is staff is centralized but power and authority is shared among the experts and specialists. Line and staff are also centralized but include the involvement of specialists for guidance. Line and Staff have unity of command, but line authorities are not forced to implement the experts in opinions and advice. Line and Staff is complex and creates confusion about authority and responsibility.

Disadvantages of Tall Organization structures:

Longer lines of communication, Subordinates feel less motivated as there are so many more managers.

Benefits of Franchising:

Management and marketing assistance, Personal ownership, Nationally recognized name, Financial advice and assistance, and Lower failure rate.

Disadvantages of Flat Organizational structures:

Management can easily lose control, Work-relationship could struggle, Can create power struggle, Makes employee retention difficult, May hinder growth, Less motivation, and Can result to role confusion.

Lean manufacturing

Manufacturing methodology based on maximizing value and minimizing waste in the manufacturing process.

Advantages of Narrow control:

More control by top management, More chances for advancement, Greater specialization, Closer supervision.

Partnership Advantages:

More financial resources, More managerial resources, Profits are taxed as personal income (Avoids double taxation), Limited partners have limited personal liability, Longer survival because more than one person owns and contributes.

Advantages of Tall Organization structures:

Narrow spans of control Roles, Responsibilities are clearly defined and everyone knows their role.

What we learned from the Hawthorne studies

Observing/watching worker/measuring performance leads to increased performance; individuals may work harder or perform better when being monitored or treated differently.

What is required to start a sole proprietorship?

Obtain a Federal Employer Identification Number (EIN), Register your fictitious business name with your county or state (FBN), Obtain a local tax registration certificate, Obtain a permit to sell retail goods and collect state sales tax, and Obtain specialized vocation-related licenses or environmental permits if necessary.

The shared characteristics of S-corporations and C-corporations:

Paperwork & Details

Which of the three leadership styles is likely the best to use with a team of peers

Participative leadership.

What is the most valuable resource in any organization? Why?

People because they are the make up of a business and can gain knowledge from each person.

Why is salary not a motivator? (Herzeberg)

People would rather have career advancement opportunities as well as interesting and challenging work to be the most important things.

Job of HR Specialist:

Perform a specialized function for an entire organization or part of an organization (recruiting, training, compensation, and benefits).

Tasks that fall under the Acquisition category:

Planning, Job Analysis, Recruiting, Selection, and Orientation and onboarding.

What are the Four Functions of Management?

Planning, Leading, Organizing, and Controlling.

Which of the four types of reinforcement is employed most often?

Positive Reinforcement.

Should Environmental Scanning be conducted prior to, or after, the SWOT analysis?

Prior to

The characteristics of limited liability companies (LLCs):

Protects like a corporation (typically, liability is limited to investment), Taxed like a partnership (or like a corporation, if desired), No eligibility requirements for investments or ownership, Fewer administrative tasks and less record-keeping than a corporation.

WHY are many companies are turning to this structure?

Provides greater flexibility and interdepartmental teamwork and still remains a part of a line-and-staff structure.

Advantages of Broad control:

Reduced costs, More responsiveness to customers, Faster decision making, More empowerment.

What is Environmental Scanning?

Research factors in the Business Environment that can affect your business success.

The differences between s-corporations and c-corporations:

S corporations have shareholders, directors, and employees, and the benefit of limited liability, but their profits are taxed only as the personal income of the shareholders—thus avoiding the double taxation of C corporations.

What are the two factors? (Herzeberg's Two-factor Theory)

Satisfaction and dissatisfaction.

How the planning process is conducted:

Setting organizational goals, Developing strategies to reach those goals, Determining resources needed, and Setting precise standards.

Why should managers understand theories of motivation and different motivation techniques?

The goal is happy, engaged employees, Happy and satisfied employees work harder and longer, Happy employees can lead to happy customers, Unhappy employees disengage or leave, and Replacing an employee and training the replacement can cost the company the equivalent of 6-9 months of salary.

Equity Theory

The idea that employees try to maintain equity between inputs and outputs compared to others in similar positions.

Definition of human resource management

The process of determining human resource needs and then recruiting, selecting, developing, motivating, evaluating, compensating, and scheduling employees to achieve organizational goals.

Why might a flight attendant at United Airlines prefer decentralized decision making with respect to customer policies?

To have a higher morale and impress customers or when an emergency may occur and they need help immediately.

Why is coordination at the upper levels of the organization important for the successful implementation of matrix organization structure?

To make sure employees do not report to more than one manager at a time and make sure employees return to their regular positions.

When is centralization vs. decentralization better?

To provide strong global control and to make sure the structure of the business is not out of control.

What skills are most important at different levels of management?

Top Management: Technical skills, Human relations skills, and Conceptual skills. Middle Management: Technical skills, Human relations skills, and Conceptual skills. First-Line Managers: Technical skills, Humans relations skills, and Conceptual skills.

Who is involved in the planning process?

Top management, Middle management, Supervisory Management and Nonsupervisory.

Tasks that fall under the Development category:

Training and Development and Performance appraisal (evaluation).

Sole Proprietorship Disadvantages:

Unlimited personal liability, Limited financial resources, Limited managerial resources, Huge time commitment, Few fringe benefits (Paid health or disability ins., sick leave, etc.), Business life is tied to life of owner (Must make arrangements to "pass" the business on to children).

Expectancy Theory

Victor Vroom's theory that the amount of effort employees exert on a specific task depends on their expectations of the outcome.

Which management principle is challenged by matrix-style organization?

Violate some traditional managerial principles: a person can't work effectively for two bosses, no one knows who has real authority, and whose directive has first priority.

Hurtful:

Weaknesses/Threats

Stockholder / shareholder

a person who owns a corporation's stock.

Six Sigma Quality

a quality measure that allows only 3.4 defects per million opportunities.

S-corps

a unique government creation that looks like a corporation but is taxed like sole proprietorships and partnerships.

Product:

by product line; according to specific product or service, thus placing all activities related to the product or the service under one manager.

Personal liability as a function of business type:

can be limited or unlimited depending on what business type. Can either be responsible for liability or not. Can be limited by an investment like an LLC and protected if like a corporation.

LLCs

corporate which investors have limited liability; similar to S corporations without eligibility requirements.

1) Dave must complete a SWOT analysis as part of his company's planning process. One of his teammates has provided him with the results of the company's latest PESTLE analysis. Which of the following reflect the value of the PESTLE to Dave as he attempts to develop his SWOT analysis? Select all that apply. a) Dave can use the PESTLE analysis to look for pesky insects that bother the company. That's a weakness! b) Dave can substitute the PESTLE analysis for the competitive analysis. c) Dave can evaluate the data in the PESTLE analysis to determine the company's Strengths. d) Dave can use the PESTLE analysis to identify Weaknesses of the company. e) Dave can evaluate the data in the PESTLE analysis to determine the company's Opportunities. f) Dave can evaluate the data in the PESTLE analysis to determine the company's Threats. g) The PESTLE analysis and the SWOT are the same thing.

e, f

Mac and Charlie own a car repair shop that they operate as co-owners. Both take an active role in the daily management of the business, and each accepts unlimited liability. Mac and Charlie, most likely, operate as a a) general partnership b) limited partnership c) limited liability company d) cooperative e) S-corporation

general partnership

Customer type:

grouping activities on the basis of common customers or types of customers; assumption that customers in each department have a common set of problems and needs that can best be met by specialists.

Geographic location:

grouping activities on the basis of territory; like customers based on a certain geography.

Participative (democratic) leadership and when it should be employed:

involves managers and employees working together to make decisions. Best to use when trying to discuss and resolve management issues by giving everyone some opportunity to contribute to decisions.

Participative

involves managers and employees working together to make decisions. Employee participation in decisions may not always increase effectiveness, but it usually does increase job satisfaction.

Horizontal merger

joining of two or more companies in the same industry and/or with similar products.

Free-rein leadership and when it should be employed:

managers set objectives and employees are free to do whatever is appropriate to accomplish those objectives. Best to use in organizations in which managers supervise doctors, professors, engineers, or other professionals.

Free reign

managers set objectives and employees are free to do whatever is appropriate to accomplish those objectives. Free-rein leadership is often the most successful leadership style in certain organizations, such as those in which managers supervise doctors, professors, engineers, or other professionals. The traits managers need in such organizations include warmth, friendliness, and understanding. More and more firms are adopting this style of leadership with at least some of their employees.

Autocratic leadership and when it should be employed:

means making managerial decisions without consulting others. Best to use in emergencies when absolute followership is needed and when there are new, relatively unskilled workers who need clear direction and guidance.

Autocratic

means making managerial decisions without consulting others. This style is effective in emergencies and when absolute followership is needed like fighting fires. Autocratic leadership is also effective sometimes with new, relatively unskilled workers who need clear direction and guidance.

Strategic plan

the process of determining the major goals of the organization and the policies and strategies for obtaining and using resources to achieve those goals.

Tactical plan

the process of developing detailed, short-term statements about what is to be done, who is to do it, and how.

Contingency plan

the process of preparing alternative courses of action the firm can use if its primary plans don't work out.

Facility location

the process of selecting a geographic location for a company's operations.

Operational plan

the process of setting work standards and schedules necessary to implement the company's tactical objectives.

Stock

the shares of ownership of a corporation.

Computer-aided manufacturing (CAM)

the use of computers in the manufacturing of products.

Computer-aided design (CAD)

the use of computers to assist in the design and development of products.

Form utility

the value producers add to materials in the creation of finished goods and services.

Common stock

voting rights, but subordinate claims on dividends.

Horizontal acquisition

when one company acquires another company that is in the same industry and works at the same production stage.

Organizational (or corporate) culture:

widely shared values within an organization that provide unity and cooperation to achieve common goals.

Digital Natives:

young people who have grown up using the internet and social networking.

What are the motivating factors that were listed in the slide (Herzeberg)

Achievement, Recognition, Work itself, Responsibility, and advancement.

Three categories of activities conducted by HR managers:

Acquisition, Development, and Maintenance.

Percent of U.S. jobs in the service sector

78.98% (80%)

Corporation

A legal entity with authority to act and have liability separate from its owners.

Decentralization Advantages:

Better adaptation to customer wants, More empowerment of workers, Faster decision making, Higher morale.

In what way are Line and Line-Staff Organization structures inflexible?

Both allow for established lines of authority and communication and work well in organizations with stable environments and slow product development. Few specialists or experts to advise people along the line, and of having lengthy lines of communication.

How is a PESTLE analysis related to Environmental scanning?

Both focus on the business environment and are correlated to one another.

Sole Proprietorship Advantages:

Easy to start, Easy to end, You can be your own boss, Pride of ownership, Profits taxed as personal income (avoids double-taxation)

Which positions are categorized as Top Management?

Chief Operating Officer (COO), Chief Executive Officer (CEO), Chief Financial Officer (CFO), President, or Vice President.

What are the 5 tasks of leaders?

Communicate a vision and rally others around that vision, Establish corporate values, Promote corporate ethics, Embrace change, and Stress accountability and responsibility.

Tasks that fall under the Maintenance category:

Compensation, Benefits, and Employee relations.

How are conceptual skills employed by employees at each level of the organization?

Conceptual skills are the abilities that allow an individual to better understand complex scenarios and develop creative solutions. From a management perspective, these skills are valuable because those who have them can approach complicated workplace situations in a variety of different ways.

Form of business that represents the largest percentage of total receipts by businesses in the United States:

Corporations (81%)

Advantages of Flat Organizational structures:

Cost efficient, Promotes faster decision making, Allows clear communication, and Requires less dominance and supervision.

Corporation Disadvantages:

Costly to set up, Double taxation (C-corp only), Can be lots of yearly paperwork, Difficulties in terminating corporation, Possible conflicts between management and board of directors.

What do First-line management and nonsupervisory employees do in the planning process?

Directly responsible for making sure that organizational objectives and plans are implemented effectively.

Form of business that represents the largest percentage of business in the United States:

Sole proprietorships (72%)

Uncontrollable:

Opportunities and Threats

Three factors that affect ethical behavior

Opportunity, Individual Factors, and Social factors.

What is the relationship between span of control and tall vs. flat organization structures?

Span of Control- control over subordinance; how much human resource (Control over Human Resources).

Controllable

Strengths and Weaknesses

Helpful:

Strengths/Opportunities

What is it that Middle Management does in the planning process?

Tactile planning and controlling.

1) Sharon is the VP of Marketing for a company that makes sandwich cookies. She is hiring a new Director of the All-Chocolate Cookies-Division who will report to her (i.e., to Sharon). The Director position has five managers reporting to it. Each manager will supervise up to seven nonsupervisory employees. Sharon is not sure which skills (Technical, Human Relations, or Conceptual) are most important for the Director position. Given the information in the scenario, which of the following best describes the skills that are most important for the Director position? Select all that apply. a) Technical skills b) Human relations skills c) Conceptual skills d) None of the above answers is correct.

Technical skills, Human relations skills, Conceptual skills

Operations Management

The design, execution, and control of operations that convert resources into desired goods and services.

Why is positive reinforcement employed most often?

The focus is purely positive- Reward when a Desired behavior is exhibited; the other methods contain some negatively-valenced aspect.

Functional Structure:

all team members belong to the same functional department.

Mission

an achievable position in the market or in customers' lives that recognizes your purpose.

Product

an article or substance that is manufactured or refined for sale

Leveraged buyout

an attempt by employees, management, or a group of investors to purchase an organization primarily through borrowing.

Vision

an encompassing explanation of why the organization exists and where it's trying to head; The answer to the question, "Why does this organization exist?"

Alien corporation

an incorporated business from a different country.

Domestic corporation

an incorporated company in the state in which it is incorporated.

Foreign corporation

an incorporated company that is in all other states.

Motivation

an internal process or drive that "energizes, directs and sustains behavior".

Nonprofit corporation

an organization formed to serve the public good rather than purely for the creation of profit itself, as businesses aim to do.

Mission statement

an outline of the fundamental purposes of an organization; addresses the organization's self-concept, its philosophy, long-term survival needs, customer needs, social responsibility, and nature of the product or service.

Vertical acquisition

are typically when a company buys out one of its suppliers.

Delegate

assignment of authority to another person (normally from a manager to a subordinate) to carry out specific activities.

Gantt charts

bar graph showing production managers what projects are being worked on and what stage they are in at any given time.

Sole Proprietorships and Partnerships are both:

easy to form

Title VII of the Civil Rights Act of 1964

protection against discrimination based on race, color, religion, sex, and national origin.

Americans with Disabilities Act (1990)

protects qualified persons with a disability.

Restructuring:

redesigning an organization so that it can more effectively and efficiently serve its customers.

ISO 9000

set of international standards on quality on quality management and quality assurance developed to help companies effectively document the quality system elements needed to maintain an efficient quality system.