Chapter $1$:

Summarize the six quality perspectives described in this chapter.

Distinguish among consumers, external customers, and internal customers. Illustrate how these concepts apply to a restaurant, a Walmart, or a similar franchise or chain store.

Explain why a single quality definition is not sufficient.

Define the following terms:

quality assurance

total quality

performance excellence

competitive advantage

Explain how each major function of a manufacturing system contributes to total quality.

Explain the role of the quality function in a typical company.

Why is service quality, especially important in today$$s business environment?

Discuss the differences between manufacturing and service organizations. What are the implications of these differences in quality management?

How does quality support the achievement of competitive advantage?

Why is it important to personalize quality principles?