1. Describe some of the benefits of improving quality.
2. How does conformance quality differ from quality of design? Explain.
3. Name two items classified as prevention costs.
4. Distinguish between internal failure costs and external failure costs.
5. ‘Companies should focus on financial measures of quality because these are the only meas- ures of quality that can be linked to bottom-line performance.' Do you agree? Explain.
6. Give examples of non-financial measures of customer satisfaction.