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

Text

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)