Page 54 - MARKETING MIX
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People
KNOWLEDGE AND
UNDERSTANDING OF PEOPLE
(HUMAN)
Marketing Mix
Definition of Host and Guest
A Host's Role
1 2
Relationship between Host and Guest
The relationship between host and guest c. Evaluation on organisation culture
will be shown under the concept of Total Organization must look at the consistency
Quality Management (TQM). of its culture with the TQM principles.
Usually it was done by a group of higher
Total Quality Management (TQM) is a executive and chosen worker to run the
quality management concept that had evaluation in several month time.
been certified since 1980. There are FIVE
(5) TQM principles: d. Workers and group effort.
The success of one organization
a. Quality commitment. TQM programme is depends on the
Every organization that practices TQM workers and group effort in
must have a commitment to maintaining satisfying the customers.
quality as a first priority. Senior
executives play an important role to e. Quality effort measurement.
actively practice TQM in their The organization that practices TQM
organization. should be able to measure every
quality improvement decision. Its
b. Concentrate on customer satisfaction. mean that the company able to
Determine the quality that request by the measure the customer satisfaction
customer. Identified the customers’ and reaction, worker performance,
quality expectations and make sure to supplier reaction and other
fulfill the expected quality. components.
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