______________________ as Developed at the Palo Alto Mental Research Institute,the

question 11

Short Answer

______________________ As developed at the Palo Alto Mental Research Institute,the study of interpersonal sequences between people in terms of the verbal and nonverbal messages they exchange.

---

Definitions:

Total Quality Management

A philosophy of continually lowering costs and improving the provision of services and products to customers.

ISO 9000 Certification

A family of quality management standards designed to help organizations ensure they meet customer and stakeholder needs within statutory and regulatory requirements.

External Failure Costs

Costs incurred when a customer receives a defective product.

Appraisal Costs

Costs related to identifying defective units before they are shipped to customers.