One of juran's ten steps to quality improvement states that:

a. an organization should minimize top management involvement in the achievement of individual employee goals.

b. an organization should build awareness of the need and opportunity for improvement.

c. an organization should entrust improvement to individual employees rather than appointing teams or facilitators.

d. an organization should avoid "keeping score" in order to achieve an overall atmosphere of quality improvement.

When cell phones were first entering the market, they were relatively large and reception was undependable. all cell phones were essentially the same. but as the technology developed, many competitors entered, introducing features unique to their phones. today, cell phones are only a small fraction of the size and weight of their predecessors. consumers can buy cell phones with color screens, cameras, internet access, daily planners, or voice activation (and any combination of these features). the history of the cell phone demonstrates what marketing trend?