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 outputs—tangible and intangible—and those that the external customer sees?
Required Resource Text
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)