Definition of Quality: Meeting, or exceeding, customer requirements now and in the future. i.e., The product or service is fit for the customer's use. Only the customer can determine quality.

Cost of Quality:

• Control costs
  • Prevention
    • Training, data management, planning
  • Appraisal
    • Incoming materials inspection, final good inspection
• Failure costs
  • Internal failure
    • Scrap, rework, downtime
  • External failure
    • Warranty, returns, complaints

Discussion Question: Recall a bad experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy for your post.

Include citations from the textbook or a scholarly article; MLA required