1. What is competitive advantage?
A competitive advantage allows an organization to deal with market and environmental forces better than its competitors.
2. What are the general environments of an organization?
The general environment is comprised of cultural, economic, legal-political, and educational conditions.
3. What is a customer-driven organization?
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4. What is the difference between internal and external customers?
- An external customer is the customer or client who buys or uses the organization's goods and/or services.
- An internal customer is someone who uses or depends on the work of another person or group within the organization.
5. Who are the stakeholders in an organization?
Stakeholders are the persons, groups, and institutions directly affected by an organization's performance.
6. What do you mean by ISO9001 certification?
ISO 9001 certification is granted by the International Standards Organization to indicate conformance with a rigorous set of quality standards
7. Enumerate Deming's 14 points to quality.
- Create a consistency of purpose in the organization to innovate, put resources into research and education, and put resources into maintaining equipment and new production aids
- Learn a new philosophy of quality to improve every system.
- Require statistical evidence of process control and eliminate financial goals and quotas.
- Require statistical evidence of control in purchasing parts; this will mean dealing with fewer suppliers.
- Use statistical methods to isolate the sources of trouble.
- Institute modern on-the-job training.
- Improve supervision to develop inspired leaders.
- Drive out fear and instill learning.
- Break down barriers between departments.
- Eliminate numerical goals and slogans.
- Constantly revamp work methods.
- Institute massive training for employees in statistical methods.
- Retrain people in new skills.
- Create a structure that will push, every day, on the above 13 points.
8. Differentiate continuous improvement and quality circle.
- Continuous improvement involves always searching for new ways to improve operations quality and performance.
- A quality circle is a group of employees who meet periodically to discuss ways of improving the quality of their products or services.
9. What is benchmarking?
Benchmarking is a process of comparing operations and performance with other organizations known for excellence.
