1. Discuss the importance of quality to the national interest of any country in the world. Given China’s emergence as a global economic power, of what importance do you believe that quality will play in their future?

2. Think of a product or a service that you are considering purchasing. Develop a list of fitness- for-use criteria that are meaningful to you.

3. Discuss the interrelationships among Deming’s 14 Points. How do they support each other? Why must they be viewed as a whole rather than separately?

4. Discuss how Deming’s 14 Points can apply to an academic environment. How can learning and classroom performance be improved by applying Deming’ s philosophy?

5. Thinking of the Kano model, should organizations pay the most attention to dissatisfiers, satisfiers, or exciters/delighters? Defend your choice with appropriate examples. Would this depend on the type of industry or environment in which an organization competes?

6. Write a generic customer satisfaction policy that a firm might use to convey trust to its customers and as a means of determining employee values, policies, and training initiatives.