reputation of the organization •Enhanced customer base •Expanded revenue and market share •Increased Actions you can take direct and indirect customers as those who receive value from the organization. •Recognize customers’ current and future needs and expectations. •Understand the organization’s objectives to customer needs and expectations. •Link customer needs and expectations throughout the organization. •Communicate design, develop, produce, deliver and support goods and services to meet customer needs and •Plan, expectations. and monitor customer satisfaction and take appropriate actions. •Measure and take actions on interested parties’ needs and expectations that can affect customer •Determine satisfaction. manage relationships with customers to achieve sustained success. •Actively d. Leadership Statement Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives. Rationale Creation of unity of purpose and direction and engagement of people enable an organization to align its strategies, policies, processes and resources to achieve its objectives. Key benefits effectiveness and efficiency in meeting the organization’s quality objectives •Increased coordination of the organization’s processes •Better communication between levels and functions of the organization •Improved and improvement of the capability of the organization and its people to deliver desired •Development results Actions you can take the organization’s mission, vision, strategy, policies and processes throughout the •Communicate organization.
•Enhanced reputation of the organization •Expanded customer base •Increased revenue and market share Actions you can take •Recognize direct and indirect customers as those who receive value from the organization. •Understand customers’ current and future needs and expectations. •Link the organization’s objectives to customer needs and expectations. •Communicate customer needs and expectations throughout the organization. •Plan, design, develop, produce, deliver and support goods and services to meet customer needs and expectations. •Measure and monitor customer satisfaction and take appropriate actions. •Determine and take actions on interested parties’ needs and expectations that can affect customer satisfaction. •Actively manage relationships with customers to achieve sustained success. d. Leadership Statement Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the organization’s quality objectives. Rationale Creation of unity of purpose and direction and engagement of people enable an organization to align its strategies, policies, processes and resources to achieve its objectives. Key benefits •Increased effectiveness and efficiency in meeting the organization’s quality objectives •Better coordination of the organization’s processes •Improved communication between levels and functions of the organization •Development and improvement of the capability of the organization and its people to deliver desired results Actions you can take •Communicate the organization’s mission, vision, strategy, policies and processes throughout the organization.
itqais_qb_answers_2016.docx