In the Final Step of Sustaining Improvement, Air Products and Chemicals

question 30

Multiple Choice

In the final step of sustaining improvement, Air Products and Chemicals Inc.

• A) listens to customers.
• B) drives more customer-segment-based information and actions.
• C) classifies customers on a loyalty index.
• D) focuses on opportunities.
• E) communicates customer classifications to employees.

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Definitions:

Performance Goals

Specific targets or objectives set to measure and achieve desired outputs and outcomes from an individual's work.

Expectancy Theory

A theory of motivation that posits that individuals are motivated to act in a certain way based on their expectations that the act will be followed by a given outcome and the attractiveness of that outcome.

Goal-Setting Theory

A theory suggesting that setting specific, challenging goals, with appropriate feedback, leads to higher performance.

ERG Theory

A theory of human motivation that categorizes needs into three groups: Existence, Relatedness, and Growth.