Quality Management approach Classical Management/Human Relations based approaches Support Activities Organization Infrastructure: Human Resource Management: Materials Management: Quality Management approach Customer-value and Continuous improvement concepts with incremental innovation over a wide span of product life cycle. Information & Analysis support Decisions based on facts Classical/Human Relations based approaches Functional approach, incremental innovation for mature products, and contingency based decision-making. Adaptation from: Hill and Jones (1998); Strategic Management: An integrated approach Research & Development Production/Operations Marketing and Sales Service INPUTS OUTPUTS Primary Activities Leadership role down the hierarchy, transactional leadership style, Quality just one source of competitive advantage. HR practices emphasize systems factors, internal co-operation, & team orientation HR practices emphasize person factors, encourage internal competition, individual oriented Supplier-based practices emphasize co-operative relationship Supplier-based practices emphasize competitive / arms-length relationship Top management Leadership, creative leadership style, Quality integrated