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A company’s strategic goals should be reflected in its business objectives. By including measures of customer and employee satisfaction in these objectives, the company demonstrates alignment between its human resources practices and its overall strategic direction. This approach recognizes the importance of both external (customer) and internal (employee) stakeholders in achieving organizational success2.

References:

• ASQ Certified Manager of Quality/Organizational Excellence
• ASQ Manager of Quality/Organizational Excellence Certification CMQ/OE

Organizational excellence involves consistently superior performance that surpasses requirements and expectations. In a customer-driven organization, training the entire workforce to act on customer requests is essential. Here’s why:

• Customer-Centric Approach: A customer-driven organization prioritizes customer satisfaction. By training the entire workforce, including frontline employees, to understand customer needs and respond effectively, the organization ensures consistent service quality.
• Empowerment: Empowering all employees to address customer inquiries and requests fosters a sense of ownership. When employees feel empowered, they take proactive steps to resolve issues promptly.
• Efficiency: Having a large customer service department (Option A) may lead to bureaucracy and delays. Instead, training all employees ensures a more agile and efficient response to customer needs.
• Holistic Responsibility: While executive managers (Option B) play a crucial role, relying solely on them for customer contact limits the organization’s ability to address customer issues comprehensively.
• Customer Relationships: Developing a group of highly trained individuals (Option D) who visit customers periodically is beneficial, but it’s not as effective as empowering the entire workforce. Regular interactions with customers build stronger relationships.

In summary, training the entire workforce aligns with the principles of organizational excellence and ensures a customer-centric approach, efficiency, and holistic responsibility12.

References:

• ASQ. (n.d.). Manager of Quality/Organizational Excellence Certification CMQ/OE. Retrieved from ASQ
• ASQ. (n.d.). What Is Organizational Excellence?. Retrieved from ASQ

A Likert-type response format refers to a psychometric response scale often used in questionnaires, where respondents specify their level of agreement to a statement on a scale of 1 to 5, where 1 might be "strongly disagree" and 5 "strongly agree". It is designed to measure attitudes or reactions in social science research.

References: General best practices in survey methodology, which often discuss Likert scales as a common tool for gathering participant responses in a quantifiable manner.

Field market research is a direct method of gathering information from the end-users or consumers about their needs, preferences, and perceptions. This technique involves various methods such as surveys, interviews, observations, and focus groups to collect data on customer opinions and experiences. It is considered one of the most effective ways to understand what attributes of a product are valued by customers, as it provides firsthand insights into customer behavior and preferences. This approach allows organizations to tailor their products to better meet the needs of their target market.

References: The explanation is based on standard marketing and quality management practices that emphasize the importance of understanding customer requirements and using field market research to gather valuable customer insights. These practices are integral to the body of knowledge for the ASQ Manager Of Quality/Organizational Excellence certification.