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3. Leadership Legal and Ethical Behavior Vision, Values and Mission Communication Organization Society/Key Communities Pets Pet Owners Local Communities 9/23/2014ETM 627: Quality Management - McMullan, Lambertson3

4. Strategy Development Strategic Objectives/Goals Action Plan 9/23/2014ETM 627: Quality Management - McMullan, Lambertson4

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7. Performance Reviews DailyWeeklyMonthly Nestle Purina Pet Care Company (NPPC) SafetyOperational QualityFinancial ProductionMarket Waste/Scrap Review levels & trends in data Analyze cause of good and bad performance Change action plans & strategies when needed 9/23/2014ETM 627: Quality Management - McMullan, Lambertson7

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12. Recruitment –Website –Employees –Longevity –Temporary Contractors Retention – Work/Life Balance – Adoption Assistance – Backup Child Care – Bring Pets to Work – Elder Care – Lactation Lounge (HQ) – On-site Services – Flextime – Peer Recognition 9/23/2014ETM 627: Quality Management - McMullan, Lambertson12

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14. New Products Buy Out Develop Internally Emergency Readiness Plans & procedures Training for employees Frequent drills & audits Close relationships with local fire/police Cross-Functional Emer. Response Teams 9/23/2014ETM 627: Quality Management - McMullan, Lambertson14

15. Key Requirements (Metrics) Key Performance Indicators (KPIs) (Focus on Outputs or Outcomes) Process Performance Indicators (PPIs) (Focused on Inputs & Process Measures) Market Share Growth Number of New Products Introduced Shelf Space Allotments Advertising/Promotion Effectiveness Overall Performance of a Team Personal Performance Target for Individual Employee Weekly Operational Reviews Owner for each Process & Sub-process Analysis of metrics Develop Action Plans 9/23/2014ETM 627: Quality Management - McMullan, Lambertson15

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