1. Explain the three core principles of total quality.
2. Identify and explain three challenges that firm's face in the future regarding quality.
3. Identify three human resource practices that can impede customer service employees from delivering high quality service. Describe how you would modify each practice to promote high quality service.
4. Identify and discuss five differences between service and manufacturing organizations.
5. Discuss the reasons why a firm would seek ISO 9000 registration.