1. Choose two products or services you purchased recently. Describe those products and services in terms of their functions and attributes. What written specifications and standards might operations use to define each product or service?
2. Describe how ISO 9000 has evolved in the past several years. What are the eight quality management principles the standards enhance?
3. Read the Southwestern University case study on page 230, including the fan satisfaction survey results in table 6.6 and the open-ended comments on survey cards at the top of page 231. Use at least two different quality tools to analyze the data. What conclusions would you present to SWU president Joel Wisner?
4. Explain how product life-cycle management (PLM) impacts product design.