TQMGT Lecture 2: TQMGT- TOTAL QUALITY MANAGEMENT (MIDTERM EXAMINATION)
Document Summary
1. it is called ____ when a consumer compares the total package of products and services that a business offers with the price and with competitive offerings. 2. it refers to what the customer assumes will be received from the product. 3. it refers to the outcome of the production process and what is delivered to the customer. 5. at this level, a business has various external customers who may fall between the organization and the consumer and who have distinct needs and expectations. 6. the retail stores are ____ of the manufacturers. 7. at this level, departments, and key cross- functional processes within a company have internal customers who contribute to the company"s mission. 8. at this level, each employee receives inputs from others and produces some output for their internal customers. 9. it refers to the division of the total market into smaller, relatively homogeneous groups. 12. the probability of a product"s surviving over a speci ed period under stated conditions of use.
