BUS445 WK2 Discussion 1

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?

Required Resource


Evans, J. R., & Lindsay, W. M. (2017).  (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)

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