CHAPTER 3 QUESTIONS
1. What factors influence customer value and satisfaction?
2. What specific issues of customer focus are addressed in the ISO 9000:2000 framework?
3. Summarize the key customer focused practices for performance excellence. W
Week 5 Individual Project
It is important that organizations continue to evolve over time, otherwise they will
become obsolete. Thankfully, they can use change management tools to stay vibrant and to
continue to thrive and evo
O R G A N IZAT IO N A L /
EM PLO Y E E D EV EL O PM EN T
Individual Project Week 3
W H AT I S TA L E N T M A N A G E M E N T ?
4 Pillars: recruitment, performance management, learning and
development, and compensation management.
Recruiting, retaining, an
1. How does Demings definition of qualityA product or a service possesses quality if it helps
somebody and enjoys a good and sustainable marketcompare with the definitions discussed in
2. Explain the Deming chain reaction.
3. Summarize Demings