A variety of organisations affect our daily lives. Manufacturers, retailers, service firms, agribusiness companies, non-profit organisations and governmental agencies provide us with a vast array of goods and services. All of these companies share two common things. First, they all have a set of goals or objectives. A bank's goals might be profitability and customer service, or a hotel's goals might be total quality services and cost minimisation. Second, in pursuing an organisation's goals,
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