Why is quality a difficult term to define? How can we improve our understanding of quality?
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Why is quality a difficult term to define? How can we improve our understanding of quality?
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Chapter 1 Discussion Questions
1. Why is quality a difficult term to define? How can we improve our understanding of quality?
4. Define the concept of empathy provide an example of empathy as a dimension of service quality
10. What is meant by the phrase cost of quality? How can this phrase help a firm address its quality concerns?
16. Are the perspectives of quality independent of one another? If not, describe ways in which they are interrelated.
Chapter 2 Discussion Questions
5. Briefly describe the contributions W. Edward Deming made to the field of quality management. Why do you think he is the most influential quality expert?
