Explain how your selected organization applies the six steps from key customer-focused practices for quality management in the customer focus to meet or exceed customer requirements.
Identify which of the variety of methods, or “listening posts,” your selected organization uses to gather the voice of the customer, including their needs and expectations, their feeling of importance, and their satisfaction as a customer.
Evaluate the principles of workforce engagement, and empowerment and motivation, and evaluate why these two items are important to quality, and which five of Deming’s 14 points relate directly to the notion of empowerment.
Apply one content theory, one process theory, and one environmentally-based theory to your selected organization, detailing the context and situation.
State if the selected organization has a high-performance work culture and describe why or why not.
Summarize how your selected organization embodies the Baldrige Award Excellence Framework, core values, and processes.
Assess the impact, if any, of the Baldrige Award Excellence Framework and the Deming philosophy on the organization.
Select a product or service that your organization, or an organization of your choosing, purchases on a regular basis:
Explain why quality is important to that product or service.
Evaluate the competitive environment for the product or service selected.
Appraise how each quality perspective applies to the selected product or service and why.
Illustrate how each of the seven quality management principles pertain to your organization or an organization of your choosing using three approaches per principle.
Appraise how the Deming philosophy and Deming’s 14 points may apply to the product or service selected.
