BA432 Quality Management Assignment Chapter 6 and 7 Review Questions

Answer the questions in paragraph format

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Needed by 12:00 p.m. September 5, 2013

1. What is the TQ view on customer-supplier relationships?

2. List the practices used to improve customer-supplier relationships.

3. What is the difference between customer satisfaction and customer loyalty? Why is it important to distinguish between these two concepts?

4. Identify three practices through which companies can better understand their customers’ needs.

5. What are the key principles for effective customer-supplier relationships?

6. What are the roles for customers identified by Gersuny and Rosengren.

7. What are the advantages and disadvantages of the functional structure? How does a process focus overcome some of the disadvantages?

8. What are the major types of structural change exhibited by organizations pursuing total quality?

9. What is high-performance work? What types of HR practices contribute to a high performance work environment?

10. Explain the differences between job enlargement, job enrichment, and job rotation.