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Quality refers to the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs; however, it is hard for a firm to choose all the eight dimensions of quality as its competitive priorities, this is because no one would like to have all dimensions in one product. there are tradeoffs between certain dimensions of quality. reliability will not be achieved. each dimension could be objectively evaluated. a firm cannot have all the technology needed. is one of the statistical quality control techniques. Employee involvement Just-in-time quality at source Kanban After a firm decides its product-service mix, what is the logical next step? Determining customer location Deciding on effective product layouts Determining the location of production facilities Determining capacity Designing an efficient operations system