1) Do you believe that most organizations focus on creating customer value? Explain.
Customer value is defined as the perceived benefit of a product, used by customers to
determine whether or not to buy the product (Lussier, 2006). I do believe that most
customer focus on creating customer value. It is an aspect needed in order to sell anything.
A customer would not buy something if she or he did not see the benefit in buying it,
therefore, organizations strive to create customer value because they need the customer to
see a benefit and to buy the product.
2) Do you think that all organizations should use TQM? Explain your answer.
TQM, or total quality management, is defined as the process that involves everyone in an
organization focusing on the customer to continually improve value. I do believe that all
organizations should use TQM. It results in better quality products that result in better
value, and these are the two aspects, in which customers look at in order to know if they
want to buy the product. As long as organizations use TQM, they will always have
products that customers are willing to buy.
3) What is the relationship between management and mission, resources, the system
process, and structure? Which of these internal factors are ends, and which are means?
The relationship between management, mission, resources, the system process and
structure is that they all make up the Internal Environment of an organization and they
affect its [the organizations] performance from within its boundaries. They are all internal
factors because they are all things that the organization can control, opposed to external
factors, such as economic conditions and population. The factors which are ends are
mission, management, and structure, where as the means are system process and resources.
4) What major technology change has had the greatest impact on the quality of your life?
The major technology change that has had the greatest impact on the quality of my life is
the spread of uses for the Internet. The wide range of uses for the internet has extremely
benefited my life. I use the Internet to keep in touch with my family from College and with
my brother who is in the Air Force in Georgia. I also use the Internet to talk to my
long-distance boyfriend so my phone bill doesnt get too large. I also use the Internet in a
highly educational way. Not only can I take my college courses online (which is much
