A total quality system should be designed to promote a reorientation of thinking from an emphasis on
a. inspection to an emphasis on prevention.
b. process benchmarking to an emphasis on results benchmarking.
c. the planning process to an emphasis on the performance evaluation process.
d. internal quality improvements to an emphasis on external benchmarking.
a
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Calculate the customer loyalty index if the customer history is 12, the purchase amount is 38, the desire to repurchase is 50, the product preference is 20, and there is no customer recommendation
A) 30 B) 24 C) 50 D) 65 E) 92
The reengineering process makes it possible to determine how much each change contributed to the organization's improved position.
Answer the following statement true (T) or false (F)
The third level of a product is the ________ around the core benefit and actual product that offers additional consumer services and benefits that enhance ownership of the actual product
A) brand equity B) augmented product C) brand extension D) design E) image
Firms may use the allowance method to account for estimated sales discounts, returns, and allowances, as well as for warranties
Indicate whether the statement is true or false