30 Questions
What is the condition for an organization or individual to experience growth?
After surviving in a competitive market
What is the main reason a business needs to meet customer requirements?
To survive and eventually grow
What is the purpose of Total Quality Management (TQM)?
To help organizations and individuals remain relevant and grow
What are the two types of competitive advantages mentioned in the text?
Product-based and process-based
What is the necessary step before communicating with customers?
Understanding customer requirements
What happens to organizations that fail to meet customer and environmental requirements?
They will not be accepted and will not survive
What is the primary purpose of existence according to the philosophy of Total Quality Management?
To be useful to ourselves and others
Why do organizations fail to survive?
Lack of quality management
What is a condition for business survival?
Identify the customer
Who is considered a customer in the context of Quality Management?
All those affected by the business processes
What is an example of an internal customer in UPSA?
Lecturers
What is an example of an external customer?
National Accreditation Board
What is the result of being useful according to the philosophy of Total Quality Management?
Acceptance
Why is it important to identify the customer?
To understand the business environment
What is the first stage of the Business Growth Model?
Existence
What are the two main contexts that affect an organization?
Internal and External Environment
What is the purpose of understanding the business environment?
To survive and satisfy physical and business environment requirements
What is one of the PESTLE factors that affects business operations?
Legal
What is the 'C' in PESTLEC?
Competition
What is the third stage of the Business Growth Model?
Acceptance
What is the purpose of understanding the internal context?
To identify organizational values and culture
What are the issues that arise from the external environment?
Issues arising from legal, technological, competitive, market, cultural, social and economic environments
Which type of customer has the freedom to choose an alternative service or product?
Elective customers
Who is an example of a non-user customer?
A nursing mother buying baby food
What is a characteristic of customers?
They have expectations
What type of customer is forced to deal with a certain entity due to a monopoly?
Captive customers
What is an example of an unwilling customer?
A taxpayer paying road tolls
What is the purpose of a stakeholder analysis?
To identify both internal and external customers
What is a characteristic of customers that is often overlooked?
They have legs (have options)
What do customers have that need to be satisfied?
Needs
Study Notes
Overcoming the Competition
- Define a brand proposition to differentiate from others
- Choose a competitive advantage (product-based or process-based)
- Understand customer requirements to meet their needs
- Communicate effectively with customers to build relationships
- Seek to delight customers to exceed their expectations
Guaranteeing Growth
- Survival is a prerequisite for growth
- Organizations must meet customer and environmental requirements to survive
Philosophical Implications
- Organizations must be useful to customers and the environment to survive
- TQM helps organizations remain relevant and grow in a changing business environment
The Purpose of Existence
- To be useful to oneself and others
- Being useful means making a positive impact or contribution
- Being useful creates the condition for acceptance
Conditions for Business Survival
- Identify customers who are directly or indirectly affected by the business
- Understand the environment in which the business operates
Defining the Customer
- Customers include all those affected by the business processes, not just end users
- Internal customers include employees, management, and stakeholders
- External customers include regulatory bodies, the community, and others
Categories of Customers
- Elective customers have choices and can switch to alternatives
- Non-user customers purchase products or services but do not use them themselves
- Unwilling customers are forced to perform certain obligations due to legal regimes
- Captive customers have no choice but to deal with a certain entity due to monopoly
Characteristics of Customers
- Customers have rights to be respected
- Customers have expectations to be met
- Customers have needs to be satisfied
- Customers have requirements to be fulfilled
- Customers have options and can choose alternatives
Understanding the Organization and its Context
- External context includes legal, technological, competitive, market, cultural, social, and economic environments
- Internal context includes values, culture, knowledge, and performance of the organization
The Business Environment
- Organizations must identify, understand, and satisfy both physical and business environment requirements
- Elements within the business environment include competition, PESTLE factors, and more
The PESTLE Factors
- Political: political system in place
- Economic: demand and supply forces and purchasing power
- Social: socio-cultural beliefs of the people
- Technological: technological innovations that affect the market
- Legal: legal regimes that govern business operations
- Environmental: environmental requirements that affect the business
This quiz covers topics related to entrepreneurship, including competitive advantage, customer satisfaction, and growth, as well as ecological concepts, such as changing weather patterns and the physical environment.
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