Chapter 1
Explain the significance of integrating different quality perspectives in the value chain.
Discuss the "quality revolution" that took place in the United States after 1960s.
Explain the role of information technology in service industries.
How does quality of design and conformance influence the profitability of an organization?
Why is it important for organizations to internalize quality at the personal level?
What led to the fall of Xerox's market share to less than 50 percent?
Chapter 2
The first point in Deming's 14 points for improving quality is "Create a vision and demonstrate commitment." Explain this point.
List the steps taken by Japanese organizations as a result of Juran's leadership.
Describe the similarities in the quality improvement philosophies of Deming, Juran, and Crosby.
Describe the three steps to quality which summarize Feigenbaum's quality philosophy.
Chapter 3
What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?
How do Customer relationship management CRM systems help firms to maintain a competitive advantage?