1. Review the meaning of the terms and concepts listed in Key Terms and Concepts.
2. What are the three factors that relate to meeting customer requirements?
3. How does the quality-based view differ from the traditional approach of managing quality by inspections?
4. The quality-based view focuses on higher long-run profits. Why?
5. What are the two costs of controlling quality?
6. What are the two costs of failing to control quality?
7. How does service relate to the expectations of the customer?
8. Can you think of any products in which one or several of the elements of service, quality, and cost are not important to the customer? Explain.