1. What is the TQ view on customer-supplier relationships?
2. List the practices used to improve customer-supplier relationships.
3. What is the difference between customer satisfaction and customer loyalty? Why is it important to distinguish between these two concepts?
4. Identify three practices through which companies can better understand their customers’ needs.
5. What is the difference between customer satisfaction and customer loyalty? Why is it important to distinguish between these two concepts
6. You have recently been hired as an employee benefit consultant and have been asked to recommend the establishment of either a defined contribution or a defined benefit plan. Given the following employer objectives, which type of plan would you recommend? Specify the type of retirement plan you would recommend. Explain how your recommendation would handle the employer's objectives. Employer objectives include
majority of employees are young;
• would like to encourage long potential service;
• concerned about providing retirement income, capital accumulation, and/or estate benefits; and
• concerned about limiting their funding costs and administrative expenses.
7. You're an HR manager preparing to implement a new employee retirement plan. Point out three funding mechanism alternatives for funded and unfunded retirement plans.
8. What is high-performance work? Characterized by flexibility innovation, knowledge and skill sharing, alignment with organizational directions, customer focus, and rapid response to changing business needs and marketplace requirements