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11 Cards in this Set
- Front
- Back
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What are the sevent management principles
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Lack of constancy of purpose, emphasis on short-term profits, evaluation of performance merit raitngs and annual reviews, mobility of management, management by use of visible figures, excessive medical cost, excessive liability costs
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What are the four dimensions of organizational performance
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Actual product or service, financial return, job satisfaction, social impact
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what's based on non fianancial data and reveal how a business operates and how it might be improved?
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Invisible figures
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what's a list of customer complaints, prioritized based on frequency, cost, importance, or other criteria
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Complain Log
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What chart tracks whether the business meets customer expectations during moments of truth
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Moment of truth chart
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What chart tracks performance against time
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Change Chart
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What chart indentifies an effect's cause and root cause
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Cause-and-effect chart
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What type of diagram records all possible causes of an effect
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Fishbone diagram
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what charts a system's range of variation against specifications or customer requirements
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Histogram
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What graphs performance over time to help understand root causes
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Control Chart
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Who is anyone with an interest, financial or not in a business
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Stakeholder
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