November 2014
Intermediate to advanced
432 pages
13h 46m
English
Content preview from Global Supply Chain Quality Management
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340 ◾ Bochao Zhuang, Xiande Zhao, and Stephen Ng
A second capability that we propose as associated with customer orientation is
process management. Process management is the capability of a company to con-
trol and improve its processes, either incrementally or radically, in order to better
serve its customers. It includes both product quality and product innovation. e
relationship between customer orientation and process management is emphasized
by the Malcolm Baldrige Quality Management framework (Flynn and Saladin
2001). Customer orientation drives a company to control and improve its internal
processes so as to ensure that cost, quality, delivery and exibility performance can
be achieved and improved (Flynn et al. 1995; Wilson and Coll ...
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