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Commits the organisation to hiring and advancing minority groups and women.
Allows an organisation to deal with market and environmental forces better than its competitors.
Involves always searching for new ways to improve operations quality and performance.
Underlying beliefs shared by members of the organisation that influence their behaviour.
Customer Relationship Management
Strategically tries to build lasting relationships with and to add value to customers.
Describes race, gender, age and other individual differences.
Enable an organisation to quickly reconfigure its resources in the face of environmental economic shocks.
- - Physical
- - Organisational
- - Human
Is a lack of complete information about the environment.
Consists of all the background conditions in the external environment of an organisation.
- - Economic
- - Sociocultural
- - Political–legal
- - Technological
- - Natural environment
Indicates conformance with a rigorous set of international quality standards.
Building an inclusive work environment that allows everyone to reach their full potential.
Based on pluralism and operates with respect for diversity.
- - Pluralism
- - Structural Integration
- - Informal Network Integration
- - Absence of Prejudice and Discrimination
- - Minimum Intergroup Conflict
Members of both minority cultures and majority cultures are influential in setting key values and policies.
Involves pluralism and respect for diversity.
The system of shared beliefs and values that develops within an organisation and guides the behaviour of its members.
- - Stories
- - Heroes
- - Symbols
- - Rites and Rituals
A group of employees who periodically meet to discuss ways of improving work quality.
Consists of the actual organisations, groups and people with whom an organisation interacts and conducts business.
Individuals, groups and institutions directly affected by an organisation’s performance.
- - Customers
- - Suppliers
- - Competitors
- - Regulators
Are difficult to imitate, of value to customers and better than those possessed by the majority of competitors.
Are common to groups of people with similar values and beliefs based on shared work responsibilities and personal characteristics.
Supply Chain Management
Strategically links all operations dealing with resource supplies.
Uses symbols to establish and maintain a desired organisational culture.
Total Quality Management (TQM)
Managing with commitment to continuous improvement, product quality and customer satisfaction.