Prior to beginning work on this discussion, read Chapters 12 and 14 from the textbook and the lecture for Week 2.
How can a company manage its external outputstangible and intangibleand those that the external customer sees?
Evans, J. R., & Lindsay, W. M. (2017). Managing for quality and performance excellence (10th ed.). Mason, OH: South-Western Cengage.
- Chapter 12: Measurement and Knowledge Management for Excellence
- Chapter 14: Building and Sustaining Quality and Performance Excellence (Culture as an output of the process)