. To reduce resistance of the sales department, she provide a series of product technical knowledge for salespeople, and she told them that she does not require they have to become a experts in production or engineer field. She only expects them in providing better service with the customers, and in cooperating with engineering department and production department. Evaluation of the change program (benchmarking, customer surveys, or TQM-actual results vs. plan). How can she know if all the changes that she made in organization do improve the organization’s performance? She will determine performance evaluation by quality experts, customer survey, employee survey, employees’ turnover, revenues and market share. Through quality experts, the test will tell whether the company do improve the product quality or not. At the same time, through customer survey to know customer satisfaction in quality of the product. Moreover, through employee survey to know employee satisfaction with the organization after the changes occurred in the company. She believes the changes she made should bring the company’s business back and even bring more revenue for the organization....
