1.

Question :

(TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.

2.

Question :

(TCO B) Explain each of the following statements as they apply to modern quality management.

a. Customer service is the rule, not the exception.
b.. The absence of defects is a given rather than a source of competitive advantage.

3.

Question :

(TCO A) Explain the three core principles of total quality.

4.

Question :

(TCO H) Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.

5.

Question :

(TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.

6.

Question :

(TCO C) Deming states that knowledge is not possible without theory, and experience alone does not establish a theory. Explain this statement as it applies to management decision making