Integrating Strategy and Process (Total Quality Management/Six Sigma)
THIS CHAPTER FOCUSES ON THE RELATIONSHIP OF STRATEGY TO process. One of the more fundamental strategic decisions an organization must make is its customer value proposition. Value (V) in this context is the relationship of quality (Q) to price (P): V = Q/P. The higher the quality relative to the price, the greater the value from a customer perspective. For this purpose, quality, price, and value are all as seen from the customer’s perspective.
Many businesses offer a range of value propositions designed to serve various customer segments, such as General Motors (GM) does with ...
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