Choose any service process which you are familiar with (such as retailing, call center, restaurant, bank, hospital, pharmacy, car repair, etc).
a. Define what quality means to its customers and how the final quality dimension(s) can be possibly measured (judged).
b. Now try to identify if there is any variation associated with any of the quality dimensions. If yes, what are the potential sources of variation? If no, briefly explain why the dimension has no variation at all.