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What are customer contact requirements?
Define workforce management. What are the activities included under workforce management? What are the objectives of an effective workforce management system?
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.
Define process management and list the major activities involved in process management. Also, differentiate between value-creation processes and support processes.
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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