Define workforce management. What are the activities
included under workforce management? What are the objectives of an effective
workforce management system?
Define process management and list
the major activities involved in process management. Also, differentiate
between value-creation processes and support processes.
What are customer contact
Describe the similarities in the
quality improvement philosophies of Deming, Juran, and Crosby. Also, describe
the three steps to quality which summarize Feigenbaum’s quality philosophy.
Why is it important for
organizations to internalize quality at the personal level? Also, discuss the
“quality revolution” that took place in the United States after 1960s.
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