Question: 1. Explain why an effective organization must consider the customer in creating its strategic plan. 2. Explain how understanding the customers' needs, wants and expectations

1. Explain why an effective organization must consider the customer in creating its strategic plan.

2. Explain how understanding the customers' needs, wants and expectations helps an organization deliver value.

3. Explain the Cost of Poor Quality (COPQ), the outcomes of poor quality, and why organizations find this difficult to measure.

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