Why should many quality experts push managers to invest

Reference no: EM133197444

Assignment - Business Model Discussion

Q1. Explain the relationship between improving quality and competitiveness. Why should many quality experts push managers to invest in quality improvement although this will require significant upfront expenses?

Q2. Deming proposed a set of 14 points as a roadmap to quality improvement. Recently, a team of quality experts have revised these 14 points to bring them more in line with 21st century organization. Do you agree with the revisions? Explain why you support the revision or why you don't support the proposed revisions.

Q3. Explain "systems thinking" and show why systems thinking is important for quality management.

Q4. With the help of examples, explain Crosby's "Absolutes of Quality Management". [Note: Discussion topics 6 -10 are based on Chapter 3.]

Q5. Differentiate between net promoter score (NPS) of measuring customer loyalty and the customer perceived value (CPV) measurement approach. What are the pros and cons of using each of the two methods to measure customer loyalty.

Q6. Explain the Kano model and discuss its implications for quality management.

Q7. Tom Peters once said businesses should encourage their customers to complain. Why should a company make it easy for customers to complain?

Q8. Listening to the "voice of the customer" is an important quality improvement method. Identify at least three approaches of listening to the customer and discuss the advantages and disadvantages of each.

Reference no: EM133197444

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