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Unit 706 Strategic Direction Assignment Sample

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Unit 706 Strategic Direction Assignment Sample

Introduction: Unit 706 Strategic Direction

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CHAPTER 1: Business Models & Organizational Purpose

Underline the correct answer:(1 mark each)

1. What are the key characteristics of an appropriate business model?
A. Nice-looking visuals in the business model canvas
B. It is profitable, implementable, and scalable
C. Minimum 30% revenue after the second year
D. All of the above

2. Which of these questions are not necessarily answered by a business model?
A. What actionable metric to define?
B. Which qualitative metrics to be used?
C. How is value created, delivered, and captured?
D. How can quantitative metrics be applied?

3. Which of these are not described by a business model?
A. Flexibility
B. Feasibility
C. Desirability
D. Viability

4. Which of the following is not a type of business models?
A. Distributor
B. Retailer
C. Allocator
D. Manufacturer

5. Which of the following is the best definition of a business model?
A. A plan that is based on legislative requirements for a business
B. A company’s plan to generate revenue through operations, with the goal of making a profit
C. A company’s plan to become the sole operator within an industry
D. The hierarchy of a company starting with the CEO

Customer targets and challenges

This is important to recognize the client group who has an interest in organizational service and products. This factor also involves making a challenges list which target clients may encounter during consumption of the company’s providing. An effective business model incorporates a solution list for customers' problems. A powerful business model will confirm such solutions are practical through resource consideration. For instance, if a company supplies high-tech fitness products and some purchaser experiences problems with the products through surveying, the reasons for the issue can be found (Cooke, Schuler, and Varma, 2020). 

Revenue model
The revenue model is a structure for creating financial earnings. It recognizes which revenue origin to pursue, which value must provide, how to cost the value and by whom the payment must be done. This is a very important element of an organizational business model. This business model segment shows how revenue or profitability will be created by the organization. Revenue could be created in various ways, involving product selling or service providing, paid marketing on the website of other organizations. The thorough cost structures or pricing portfolio and estimated profit levels must be incorporated in this business planning segment. 

Engagement Model
An operating system refers to a blueprint to develop a building. This model explains how a company offers value, for example, this is a subtype of the vast idea business model. The business model explains the company's developing and surviving process and captures values. This element incorporates all programs related to products and services. The business model includes activity illustrations in the management of the value chain and also the analysis of the organizational performance such as maximizing the product value or services. This element can recognize complementary services or products that may increase product selling.

Please type your answer below.

In this above diagram the engagement zone is identified between the intersection point or area of individual purpose and organizational purpose. When a company serves a product which means individual purpose as well as the company itself making significant profit that meeting zone becomes engagement zone. But most importantly it goes for human resource management where employees individual goals and organizational goals hits and common ground which year it is the engagement zone where individual goals are facilitated by the companies objective as well as the companies objectives is benefited by the employees individual aspirations that common ground engages the employees to the optimum level which contributes to the productivity of the company (Snihur. and Wiklund, 2019).

CHAPTER 2: Business Stakeholders

If you are the owner of a huge Petrochemicals company, what will be the expectations of your following stakeholders from your company?
(10 marks)

Please use the table below to answer the question.
Stakeholders Expectations

Local community To create job opportunities for the local community which would enhance the employment issues of the region

Suppliers Availability of petrochemical products with affordable prices through which they can also maximise their profit and expand their network their profit and expand their network

Government Government can charge considerable amount of tax and can gain a lot of revenues from a petrochemical industry as well as as petrochemical industry is a profit-making won it would enhance the country’s economy

Customers The major expectation of customer to consume petrochemical products in cheaper prices

The company board members Profit maximize Profit maximization as well as wider supply of companies products worldwide.

Please type your answer below.
? Waste reduction
? Greenhouse gases reduction with carbon emission
? Renewable energy adoption in operations
? Smart use of water with reducing water issues in the manufacturing process
? Enhancing well-being and health for people
? Reducing negative impact of operations on environment by half

Complete the grid given below with all the elements of Mendelow’s Stakeholder Analysis Matrix and explain briefly the purpose of this matrix.
(10 marks)

Minimal effort Keep informed

Keep satisfied Key players

Please type the purpose of the model below.
This is a tool which is utilized to analyse stakeholders attitudes and position considering several factors include interest and their power to participate in a project of an organization, strategic decisions and power to influence. Systematically analyse and gather qualitative information to articulate which stakeholders interest should be taken into account. So that for the policy your program building can take place accordingly (Chen, Zhang, and Wu, 2018).

Making Strategic Decisions about Stakeholders (Employees).
(8 marks)

Southwest Airlines Co. ("Southwest") is a major domestic airline that provides primarily short haul, high?frequency, point?to?point, low?fare service. Founded in 1971 and headquartered in the US, Southwest is a large low?cost airline. Airlines rely on key inputs such as aircraft, fuel and labour in order to operate. Like any airline it is sensitive to jet fuel prices and other operating costs. FORTUNE has listed Southwest Airlines among America’s Top Ten most admired corporations and previously ranked Southwest Airlines in the top five of the “Best Companies to Work For” in America. Today Southwest operates over 500 Boeing 737 aircraft in 66 cities. Southwest has among the lowest cost structures in the domestic airline industry and consistently offers the lowest and simplest fares. Southwest also has one of the best overall Customer Service records. The company is committed to provide its employees with a stable work environment with equal opportunity for learning and personal growth; there are more than 35,000 employees throughout the Southwest system. The airline is unionized (heavily unionized when compared with other US airlines). In 1995, Southwest became one of the first airlines to have a web site. In 2006, 70 percent of flight bookings and 73 percent of revenue was generated from bookings on southwest.com. After providing customers with the opportunity to book tickets online, Southwest Airlines found it then had too many call center agents.
List/ summarize the factors influencing the decision at Southwest Airlines: what would your decision have been?
Please type your answer below.
? Oversized human capital
? Low-cost pricing
? Huge operations
? Digital technology emerging

CHAPTER 3: Business Strategy

Answer the following questions.

(5 marks each)
1. Etsy.com is a website that sells handmade items and craft supplies from numerous individuals in a variety of price ranges to people all over the world. The sellers range from amateur crafters to professional artisans. Individuals who shop on Etsy.com can find many personalized and one-of-a-kind items; this is an example of a company with which type of business strategy?
Please type your answer here:
Online method is the most accessible way nowadays. Using this as a tool the companies are taking advantage to capture the market. They are hiring new artists who can connect virtually and make the order done as soon as possible. The companies are using “Digital marketing strategy” to enhance their strength. This evaluates their pricing strategy as well as they connect with more customers specifically. Adopting this technique really helps the companies to get feedback so that they can know whether their products are worth it or have any issues. As per the statement mentioned above, Etsy.com provides their handcraft products through online mode. Connecting with various people with different tastes of products they are spreading their fame worldwide. People these days really get influenced by social sites and the trends. During these lockdown periods there are so many people who got unemployed and there are so many hidden talents as well who never got the chance to be in the spotlight. These companies have started an online campaign to find these gems. Whenever they find it as per their requirements, they bring out the art with minimal amount of remuneration. Eventually it has a direct impact on profit margin scale. These strategies have really worked well to execute the goals of organization (Ketchen Jr and Craighead, 2020).

2. How should a trainer address employees who work in a company with a cost leadership strategy?
Please type your answer here:
There are so many strategies and other subsidiary things an owner should concern to run a business. The cost leadership strategy means fixing less price than others in a competitive market. An employee who is a worker in this field goes through lots of pressure and mental exhaustion due to the high demand of the product. As their pricing is too low these companies are always in high demand and trends like Walmart, Mc Donald , Southwest and so on. The employees of these companies are always on work in every situation, so they have to go through a lot of pressure and they work more than other similar employees do. They should get more payment along with remuneration. Sometimes so much work pressure can make them frustrated, causing this internal conflict to be generated easily. The misunderstanding may affect industrial health as well. The industry is relying on the employees so they should be treated well. If somebody fulfills their targets should be rewarded, working overtime must be appreciated in terms of money. The employees should get promotion in time based on their performance. If they get an additional bonus system it would be more fruitful. The more employees are satisfied, the more the company will have an efficient workforce (Snihur and Wiklund, 2019).

3. Sock Addict is a company that is solely concerned with selling various types of durable and comfortable socks to its customers. What type of business strategy is the company following?
Please type your answer here:
The company Sock Addict is pursuing their entity with “Sole Proprietorship Strategy” which generally indicates a business which trades solely can also be known as individual entrepreneurship as well. In this segment of the market the Sock Addict provides good quality of product targeting different segments of customers. This strategy really helps business structure very popular between all the minor businesses, freelancers, as well as other self-employed individuals. Being a sole proprietor gives them motivation to be more authentic and reliable.

Underlie the correct answer:
(1 mark each)
1. The mission statement answers:
A. What is our business?
B. Why our business exists?
C. What is our market position?
D. All of the above

2. The three characteristics of a mission statement include a declaration of attitude, a declaration of product orientation, and
A. HR policy
B. Customer orientation
C. Social welfare policy
D. Economic policy

3. Technological advancements can create advantages that are more powerful than existing advantages.
A. Cost
B. Profit
C. Competitive
D. Differentiation

4. The process whereby a firm determines the costs associated with organizational activities from purchasing raw materials to manufacturing products to marketing those products is called:
A. Product chain analysis
B. Supply chain analysis
C. Value chain analysis
D. None of the above

5. Burger King opening its first branch in Japan is which type of business strategy?
A. Market development
B. Production strategy
C. Development strategy
D. Diversification strategy

Read the case and answer the questions.

Since the beginning of 2016, Whole Foods had been facing problems due to declining sales, growing competition, and increasingly price-conscious consumers. In February 2017, Whole Foods, which had reported a sales decline at its stores for seven consecutive quarters (4Q 2015-1Q 2017), came under pressure from activist investor Jana Partners LLC to consider putting itself up for sale. On June 16, 2017, Amazon acquired Whole Foods in a US$13.7 billion all-cash transaction. Post-acquisition, Whole Foods continued to operate stores under the Whole Foods Market brand with John Mackey (Mackey) remaining its CEO. Going forward, there were several challenges before Amazon’s CEO Jeff Bezos.

Discussion Questions. (5 marks each)

1. How can they successfully unleash the value of the merger?
Please type your answer here:
It is very critical to hit the success after the merger as ambiguity lies in the understanding of the direction of the new acquired company after merging. The sales operation especially gets affected. Communicating with everything and compelling vision should be the feasible solution to get the positive outcome after merger as change of management to the core of business especially include financial result customer experience and client relations are concerned. Therefore all the executive must clearly state that “companies employees about vision of the company who is taking over so that all the girls gets a lion rightly.

2. How can they reconcile the differences in the unique cultures and strategies of Whole Foods and Amazon? 
Please type your answer here:
As the shells became too have any Chinese when this merger happened as one of the company has been customer driven another one such as Amazon is data driven. The primary reconciliation must facilitate that all the data of Amazon should be converted into customer value. The measures of performance should be flexible for the employees.Read the case study and answer the question.

(10 marks)
The US based company Blue Apron delivered pre-portioned ingredients required to cook the recipes chosen by customers. With its direct-to-consumer business model and innovative food delivery system, Blue Apron grew rapidly and was all set to make an impact on the specialty grocery chains and restaurants in the US. In June 2017, the company went in for an IPO. Just before that, e-commerce giant Amazon announced acquisition of specialty food retailer Whole Foods. This had an impact on the valuation of Blue Apron because investors interpreted that Amazon would likely focus on e-commerce and grocery delivery. The investors sued the company claiming that they had been misled as its client base squeezed due to its plan to reduce market spending. The company made some changes and brought in consumer products, announced that it would set up a new fulfilment center, and also ventured into new products like cookware and cookbooks. However, with the delay in the commencement of the fulfilment center, costs increased and the company cut spending in areas like marketing and customer services, which impacted top-line growth. Amidst all the problems, Blue Apron witnessed several changes in the top management. The founding CEO quit the organization and the CFO, Brad Dickerson, became the CEO. At the same time, the share price continued to fall, the number of active customers and orders declined, and competition grew stronger. The new CEO needed to address all these challenges before taking the company forward.
What would you suggest for the CEO of Blue Apron in this situation?
Please type your answer here:
According to me the CEO should analyse the marketplace more closely as more changes are brought in in the products the initial delay is natural and CEO must not rush as it could hamper the quality of the new features. As the share prices continues to fall see you must project the new changes aggressively and point out the unique points that blue apron is going to be delivered which the margin of whole foods and Amazon wouldn’t be able to achieve as those two companies comes from different culture. Blue Apron has already and competitive advantage as being a proportion and ingredients supplier therefore in this competitive market they should monitor the market spending as the CEO was former CFO he should take more strategic part of diversification strategy (Snihur and Wiklund, 2019).

Please type your answer below.
This filament is going to be explained from top to bottom where it is the top which is stating the corporate entities vision which consist of the goals, objective, about the product or service. Then the second level is the corporate strategy by which the company is planning to achieve those goals with strategic direction and planning. The third stage consist of three classification such as marketing strategy financial strategy and manufacturing strategy through which all these three departments are directed to achieve their optimum outcome as all these three aspects are called the functional strategies. When manufacturing a particular product or service is aligned with the financial budget that has been allotted and accordingly marketing planning takes place with the same amount of budget projecting right information and getting in traction from the customer gets optimum success. The fourth stage is that the marketing strategy is going to be poker in different medium as internet marketing and television campaigns. Where is manufacturing strategy is going to be implemented by investing into new equipment and plant layout project, investing into scheduling software is such a six Sigma so that production can be efficient. Finally financial strategy is going to facilitate the stock issues and cycle counting so that all the monitoring can happen on the budget maintenance (Ghonim, et al., 2020).

CHAPTER 4: Strategic Options

Please type your answer below.

SWOT analysis
An effective business performance is established on the core competence of an organization. Organizational strength, weaknesses, opportunities, and threats can be assessed thoroughly through SWOT analysis. This evaluation provides suggestions for the act in the producing cells. A company’s internal environment which refers to weaknesses can be reduced through opportunities. Also, an external environment means threats can be minimized by practicing competencies. 

Goal formulation
Goals are established to accomplish important projects for organizational benefits. The goal concerns the key relations of an organization or the complete organization. Some generic goals: increase sales revenue, increase share value, etc.

Strategy formulation
Strategy offers various achieving methods to accomplish certain goals. Strategy framework can handle complete programs as per the established goals, sometimes in the planning structure. An effective strategy can be considered as a pioneer and as a tool for resource distribution, requirements recognition, fluctuations in the company. 

Program calculation and Implementation
Programs refer to different factors in an organization such as hardware components (organizational structure) and software components (culture, competencies). Strategies are only effective when implantation takes place properly. The empirical programs should be thus calculated. 

Feedback and control
The last facet highlights the requirement for continuous strategic assessment of an organization to match with the industry and dynamic environmental aspects. Feedback activates significant advancements in performance. Communication helps to make strategic planning effective by engaging the process, leaders and staff become loyal to support the company (Desmidt and Meyfroodt, 2021).

Please type your answer below.

The elements depicted on the chart are accurate.

An organization's long-term success depends on its ability to conduct thorough market and trend analyses, evaluate various strategic options and scenarios, determine the most effective course of action, formulate that strategy, and put it into action.

Please type your answer below.
Advertising and promotional event,360° integrated marketing plan which would include advertising in mobile phones and social media as well as TV commercials about the new diversification that American eagle have adopted. The company should expand their brand into more developing countries which would help them in market development and adapt diversification strategy in those regions where the sales are reaching saturation point and get more customer base and retain their loyal customer with the new diversification (Ahammad, Glaister, and Gomes, 2020).

Please type your answer below.

The strategic decision is mainly concerned with four important key factors those are product launch, improvement of the market, acquisitions, and related diversification. Strategic management mainly depends upon the pre-informed decision or outcome that can be defined by the historical pre-situations. Strategic direction can be initiated by launching a product with the customer demand and market research then acquisition can take place with simple processes for channelizing business operations which can lead to growth and ensure the marginal deal. A strategic acquisition can be effective in lowering the risk factors of the business. It can also be beneficial to integrate and generate an easy process for managing how many risks are to be encountered and the way to migrate them. After that, a step take place i.e related diversification. This diversification happens when a company enters a new industry that has a similar presence in the existing business market. This is an important step that takes place for growth and faces new core competence to accomplish a new success rate. Marketing and advertising are activities in this process to complete in the new industry (Michael, 2019).

CHAPTER 5: Setting Strategic Direction

Underline the correct answer:
(1 mark each)

1. Internal flexibility to adapt to unexpected changes in environment is known as the

  • Productivity goals
  • Overall Performance
  • Learning organization
  • Innovations

2. Terminology that includes defining an overall mission and official goals for an organization is its

  • Objectives
  • Goals
  • Strategy
  • Design

3. Recruiting dedicated volunteers and expanding organization’s funding base is included in the

  • Resource goals of for-profit organization
  • Resource goals of nonprofit organization
  • Performance goals of for-profit organization
  • Performance goals of nonprofit organization

4. Sucessful organizations use a carefully balanced set of

  • Long term goals
  • Short term goals
  • Operative goals
  • Functional goals

5. Canada Trust’s statement “To be the best personal Financial Company” is an example of a:

  • Goal
  • Objective
  • Mission
  • All of the above

Please read the case below and answer the question.
(10 marks)
An NGO was facing growth stagnation. The organization was justifiably proud of its history in the community, serving as the voice of local business interests for over 110 years. However, this volunteer-driven organization found itself with little wind in its sails. The board was having trouble retaining part-time administrative help, and there were few clear benefits to paid membership, which constituted its economic engine. Members were weary of board meetings that seemed to have more minutiae (where should we hang holiday decorations?) than meaning. They had recently bid to be absorbed by a larger and more powerful community-based organization, but the other organization wasn’t clear there was enough added value to justify the effort. They were asked to conduct a strategic direction assessment before the final decision of acquisition was to be made.
How would you help this NGO assess and adjust its strategic direction?
Please type your answer here:

? Redevelop the strategic foundations
? Conduct market research
? Deliberate on economic conditions on the region that they’re planning to expand
? Collaborate with different regions volunteers for administrative help
? More actions unnecessary on the behalf of the chair of the board
? Articulate the growth stage but they have contributed to the society so that the new absorption could accommodate those

Strategic Direction & Decision Making.

A chemical company needed to fire a CFO and hire a new one. The original CFO had a bad track record of poor decision making. Technically, that CFO was good. But he was a bad people person and managed people with a hammer. As a result, a bad culture had developed. People hated working for the CFO and in turn, hated the company. Finally, the Board of Directors insisted that the CEO fire the CFO. 
The CFO was fired, but the company’s moral was terrible. The worst part is that the CEO was shy on making a decision to hire the replacement CFO. The CFO position was left open for almost one year. As a result, the company suffered due to the lack of leadership. During that time, the company loosened its internal controls, and the budgeting process became a mess. The lack of decision making by the CEO caused the Board of Directors to lose confidence in the CEO. There was a lack of direction in the entire organization.

Question 1:
In your opinion, how should difficult decisions such as hiring and firing of employees be taken?
Please type your answer here:
There is a lot stake on taking hiring decisions for any executive personnel. Especially when replacing someone who has been working with the company for long enough. As this company is facing major problem with replacing the CFO here the decision has to be taken bye see you but as bad culture has been already induced in the fabric of the company it is difficult for the CEO to consider all the factors that have been gone wrong in terms of choosing the past CFO. Deadpool the CEO must consider a leader in the department who would be culturally fit and with a personality who could bring a transformational leadership with right intuition for making assessment of company’s future growth. As these qualities are very abstract and consist of personal biases. Due to these reasons the decision making by see you must have been taking so long. According to me firing and hiring of employees should be in such a way of system which consist of empathy as well as in the right direction in both cases. The company must provide certain amount of encouragement and feedback to the employee their firing and should direct them to explore opportunities which would be much fitter for them. On the other hand, hiring process consist of lot of factors such as measuring work experience, personality traits, and people skills. Therefore, as these process takes a lot of consideration the time creates a major gap. Inducing technology in human resource management can be a feasible solution which would implement psychometric test, aptitude and reasoning ability of the candidates. It would bring out the quality with quantitative measures which would help the management to take the decisions and right hiring (Carnevale and Hatak, 2020).

Question 2:
How would you explain the role of decision making in setting & maintaining the strategic direction?
Please type your answer here:
While taking a strategic direction decision making place in important part as deliberating on a particular topic, we should decide the company’s future it is important to make such decisions without rapid responsiveness. However, the decision-making process consist of lot of ambiguous factors include both qualitative and quantitative measures. It is the responsibility of the manager to take the decisions taking all the possible and feasible solutions which have been deliberated in brainstormed by his team but the final decisions always lie on the executive or managerial role. To direct the company in the right path and planning, organizing and controlling would occur accordingly. Decision making procedure would contribute a manager to analyse the requirement and set the goal accordingly. It would evaluate the pros and cons of a particular situation on which the decision-making is being done and the manager or the management body would develop a stepwise approach to achieve that goal. Therefore, rule of decision making consist of high degree of importance in maintaining and setting the strategic direction so that more accuracy and progress could be setting in the organization. More accurate and time effective the decision is taken more chances of success of getting the right direction according to the strategy of the organization would be achieved (Collins, 2021).

 CHAPTER 6: Organizational Behavior & Strategic Direction

Underline the correct answer:
(1 mark each)

1. Organization structure is reflected in the

  • Organization hierarchy
  • Organization chart
  • Departments
  • Span of Control

2. Organization structure identifies

  • Non-departmentalization
  • Individualism
  • Grouping
  • Complexity

3. Designs of systems are included in organization structure to ensure

  • Coordination
  • Integration
  • Communication
  • All of the Above

4. Over the past two decades, business schools have added required courses on people skills to many curricula. Why have they done this?

  • Managers no longer need technical skills in subjects such as economics behavior in the workplace
  • There is an increased emphasis in controlling employee behavior the workplace
  • Managers need to understand human behavior if they are to be effective
  • These skills enable managers to effectively lead human resources departments

5. Determining how tasks are to be grouped is part of which management function?

  • Planning
  • Leading
  • Controlling
  • Organizing 

    Complete the pyramid with Edgar Schein’s Organizational Culture Theory. Make sure to explain each level in the space provided for text in the pyramid.

(6 marks)

Artefacts: this is the first level when an organization articulate search behavior, furniture, employees, vision and mission and is another facility decide the workplace culture. There are two types of organization a and B. In organization a formal dressing up, respectable relationships with avoidance of unnecessary disputes with superiors and maintaining strict and lines ensuring that goals are accomplished in the stipulated time frame are encouraged. While in the organization b employees are free to wear whatever they like, promotes individualism rather facilitating hierarchy which often encourages loitering and a culture which gets complex with did I get any remarks and unnecessary competition.
Values: this consist of employs attitude and behaviour and the process which if not aligned will not provide effective result on the organization outcome and organizational culture would be hampered.
Assume values: there are many values which are not exposed as gender inequality racism which needs to be understood and mitigate such risk is the responsibility of the managers.

Please read the situation and answer the question.
(5 marks)

Department 8101 was one of the most top producing areas in the production plant of Terry Chemicals Company. Hank, who is supervisor of Department 8101, is about to retire. Upper management has to decide who is going to replace Hank. It is important that the supervisor fits well within Department 8101 so they can continue their reign of top producing department. The decision was appointing Rita. Rita came into Department 8101 and immediately there was conflict. Problems upon problems kept occurring between the group and Rita. Eventually there was a falling out between Rita and her employees.
As the Director of Human Resources, how would you solve this situation to avoid loss of productivity?
Please type your answer here:

Avoiding conflicts often results in major cause. Therefore department 810 one must do the followings which includes
? Deliberate on the issues that employees are facing
? Understand that demand
? Detachment concerning the basis
? Accommodating employs pointer views
? Educate the new recruit Rita about the previous process of production so that she could understand the employees working system which have garnered this reign of highly productive department
? Empathize with the new recruit Rita
? Jot down the new ideas that Rita is trying to induce in this system
? Employees also should be in a common meeting where both parties can provide their point of views about each other and if any new processes are going to be adopted then brainstorming must be taken place with employees’ representatives and the new production manager
? Managers often do not involve HR if she is facing problems. Therefore as an HR a consultation meeting should be fixed on focusing the behaviour of Rita and to discuss further on acceptable or non-permitted actions should not occur in the production process which are going to hamper the production eventually the sales.

CHAPTER 7: Quality Management

Underline the correct answer:
(1 mark each)
1. Quality management practices can be summarized in what two phrases?
A. “On time and on budget” and “If it isn’t broken, don’t fix it”
B. “Do things right” and “Do the right things”
C. “Zero Defects” and “Zero Tolerance”
D. None of the above

2. A fundamental attribute of TQM is
A. Drawing control charts
B. Having team meetings
C. Top management's direct involvement
D. Meeting ISO 9000 audit
E. All of the above

3. Benchmarking determines
A. Customer requirements
B. Process capability
C. How company is doing relative to others
D. Getting ISO 9000 audit done
E. If management is motivated

4. The difference between manufacturing and service is
A. Nonexistent
B. Products cannot be inventoried
C. Service can't be backordered
D. Production is instantaneous
E. Service is consumed as produced

5. Service quality cannot be managed when
A. No vendors are involved
B. Customer expectations are not known
C. Workers don't meet regularly with management
D. Consultants are not consulted
E. Histogram cannot be drawn

CHAPTER 8: Quality Management Tools

Quality Control Problem.
(35 marks)
You are the Quality Management Consultant for a private hospital. Lately, you have noticed that there are frequent complaints from patients regarding delays in medication delivery in the pharmacies. These delays are causing dissatisfaction and frustration among patients. Consequently, it is anticipated that the hospital might lose patients.
Use the 7 Quality Control Tools to solve this problem, in the subsequent pages.

Cooke, F.L., Schuler, R. and Varma, A., 2020. Human resource management research and practice in Asia: Past, present and future. Human Resource Management Review, 30(4), p.100778.
Michael, A., 2019. A handbook of human resource management practice.
Ahammad, M.F., Glaister, K.W. and Gomes, E., 2020. Strategic agility and human resource management. Human Resource Management Review, 30(1), p.100700.
Carnevale, J.B. and Hatak, I., 2020. Employee adjustment and well-being in the era of COVID-19: Implications for human resource management. Journal of Business Research, 116, pp.183-187.
Collins, C.J., 2021. Expanding the resource based view model of strategic human resource management. The International Journal of Human Resource Management, 32(2), pp.331-358.
Musinszki, Z. and Süveges, G.B., 2019. Strategic decision-making supported by traditional financial indicators. Oradea Journal of Business and Economics, 4(1), pp.29-37.
Desmidt, S. and Meyfroodt, K., 2021. What motivates politicians to use strategic plans as a decision-making tool? Insights from the theory of planned behaviour. Public management review, 23(3), pp.447-474.
Ghonim, M.A., Khashaba, N.M., Al-Najaar, H.M. and Khashan, M.A., 2020. Strategic alignment and its impact on decision effectiveness: a comprehensive model. International Journal of Emerging Markets.
Ketchen Jr, D.J. and Craighead, C.W., 2020. Research at the intersection of entrepreneurship, supply chain management, and strategic management: opportunities highlighted by COVID-19. Journal of Management, 46(8), pp.1330-1341.
Chen, J., Zhang, R. and Wu, D., 2018. Equipment maintenance business model innovation for sustainable competitive advantage in the digitalization context: Connotation, types, and measuring. Sustainability, 10(11), p.3970.
Snihur, Y. and Wiklund, J., 2019. Searching for innovation: Product, process, and business model innovations and search behavior in established firms. Long Range Planning, 52(3), pp.305-325.
Margiono, A., Zolin, R. and Chang, A., 2018. A typology of social venture business model configurations. International Journal of Entrepreneurial Behavior & Research.
Ritala, P., Huotari, P., Bocken, N., Albareda, L. and Puumalainen, K., 2018. Sustainable business model adoption among S&P 500 firms: A longitudinal content analysis study. Journal of Cleaner Production, 170, pp.216-226.

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