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14(a) what are the various avenues of measuring customer satisfaction? (16)
Or
(b) (i)explain with neat sketch the continuous improvement cycle? (8)
(ii)Write the seven steps procedure of strategic planning cycle? (8)
15(a)Discuss about the Maslows need hierarchy theory and herzerbergs two factor theory for
Motivation? (16)
Or
(b)Explain the following
(i) kaizen (ii) supplier rating and relationship development? (8+8)
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