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1. List and define 5 dimensions of performance that are important to customers in the construction industry
2. List and define the performance metrics (formal or informal) that are typically in place, and the goals set on their values (if any). Discuss whether or not all the dimensions of performance are covered by the metrics in construction industries.
3. List and define the instruments (formal or informal) that are in place for evaluating customer satisfaction in construction companies. Discuss whether or not all of the dimensions of performance are covered.
4. Describe the methods that are in place to report the data, both tabular and graphical, and the goals set on their values (if any) for construction companies. Discuss whether or not these methods are effective as part of a process-oriented approach to quality management.
5. Describe the statistical methods (or other methods) that are used to drive decision making in construction companies. Discuss whether or not these methods being applied correctly, focusing on their implementation as part of a process-oriented quality system.
Types of teams as to their effectiveness that will improve problem solving capabilities within organizations.
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This Case Study focuses on various issues related to Labour Unrest at Maruti Suzuki India Limited.
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