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.