1. The senior management in an urban bank is committed to improving its services. Discuss the specifics of quality of design, conformance, and performance in this context. Elaborate on possible basic needs, performance needs, and excitement needs of the customer.
2. A travel agency is attempting to enter a market where several competitors currently exist. What are the various customer needs that they should address? How will quality be measured? As the company strives to improve its market share, discuss the impact on the various categories of quality costs.