The ASQ Certified Manager of Quality/Organizational Excellence Handbook provides insights into various aspects of quality management, including compensation plans. In this context, a performance-based compensation plan is one that directly links an employee's compensation to their performance. It is designed to incentivize employees to achieve specific goals, whether at the company, team, or functional level. By aligning compensation with performance, organizations can motivate employees to excel and contribute to overall organizational success. Such plans often involve clear metrics, targets, and evaluations to determine the level of performance achieved. The performance-based approach emphasizes results and encourages employees to actively participate in achieving organizational objectives1.
References:
* The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L.
Furterer and Douglas C. Wood. Published 2021. ASQ Quality Press. ISBN: 9781951058067. Item Number: H1569. Link to Handbook

Implicit expectations are those that are not explicitly stated by the customer but are assumed to be understood and met by the provider. When these unspoken expectations are not fulfilled, it can lead to customer dissatisfaction because the customer's basic assumptions about the product or service were not met. This contrasts with explicit expectations, which are clearly communicated and agreed upon. Implicit expectations are often based on past experiences, personal needs, or market norms, and when they are not addressed, they can significantly impact customer satisfaction.
: The information provided aligns with the general principles of customer relationship management and the importance of understanding customer needs and expectations as outlined in the ASQ Manager of Quality
/Organizational Excellence certification materials123. While I cannot directly reference the ASQ handbook, the concept of implicit expectations is a well-known factor in quality management and organizational excellence that can lead to customer dissatisfaction when not managed properly.

A "frequent buyer" program is designed to reward customers who regularly purchase a company's products or services. The main factor for segmentation in such a program would be the volume of business that the customers generate. This is because the purpose of these programs is to encourage repeat business and increase customer loyalty by offering rewards or benefits to those who make purchases more frequently or in larger amounts.
: While I cannot directly verify the answer from the ASQ documentation, the concept of customer segmentation based on the volume of business is a common practice in developing loyalty or frequent buyer programs. This approach is supported by various marketing and quality management resources that discuss customer relationship strategies123.