1. Explain why it is difficult to obtain a single, universal definition of quality.
2. Describe the relationship between quality and personal values.
3. Discuss the importance of employees and information technology in the delivery of service quality. Use two examples of service firms to help support your discussion.
4. Identify two key components of service system quality. Explain why these components are particularly important to service system quality (when compared to manufacturing system quality).
5. Explain the challenges for top management in implementing the vision, mission, and guiding principles.
6. Beginning with the step of customer needs and expectations (expected quality), identify and describe the remaining steps in the customer-driven quality life cycle. (hint: drawing a diagram may be helpful)
7. Explain job enlargement, job rotation, and job enrichment. Why are these seen as ways to improve employee satisfaction and productivity?
8. Differentiate between value-creation (core) processes and supporting processes. Provide an example of each process.
9. Discuss the major differences between traditional management accounting and activity-based costing.
10. Discuss the concept of best practices.