l. Summarize the key world'orcefocused practices for performance excellence (40%} a. Understand the key factors that drive workforce engagement, satisfaction, and motivation. b. Design and manage work and jobs to promote effective communication, cooperation, skill sharing, empowerment, innovation, and the ability to benefit from diverse ideas and thinking of employees and develop an organizational culture conducive to high performance and motivation. c. Create an environment that ensures and improves workplace health, safety, and security, and supports the workforce via policies, services, and benefits. d. Develop a performance management system based on compensation, recognition, reward, and incentives that supports high performance work and workforce engagement. e. ssess workforce engagement and satisfaction and use results for improvement. f. Assess workforce capability and capacity needs and use the results to capitalize on core competencies, address strategic challenges, recruit and retain skilled and competent people, and accomplish the work of the organization. g. Make appropriate investments in development and learning, both for the workforce and the organization's leaders h. Manage career progression for the entire workforce and succession planning for management and leadership positions. 3. List and briefly explain the seven principles of quality management. (35%) Principle 1: Customer Focus - Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements, and strive to exceed customer expectations. S Principle 2: Leadership - Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives. Principle 3: Involvement of People - People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit. Principle 4: Process Approach - A desired result is achieved more efficiently when activities and related resources are managed as a process. Principle 5: System Approach to Management - Identifying, understanding, and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives. Principle 6: Continual Improvement - Continual improvement of the organization's overall performance should be a permanent objective of the organization. Principle 7: Factual Approach to Decision Making - Effective decisions are based on the analysis of data and information. Principle 8: Mutually Beneficial Supplier Relationships - An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.2. What is customer engagement? How does it differ from satisfaction? (25%} Customer engagement refers to customers' investment in or commitment to a brand and product offerings. Characteristics of customer engagement include: a. customer retention and loyalty, b. customers' willingness to make an effort to do business with the organization, c. customers' willingness to actively advocate for and recommend the brand and product offerings. Customer satisfaction, according to research leading to the development of the ACSI, is determined by: a. customer expectations, b. perceived quality, and c. perceived value. Thus, customers may be satisfied, but not engaged, or loyal to a particular organization or brand