• Describe Samsung Electronics' Internal Quality Management Program. What are the key components?
• Provide an assessment of Samsung Electronics' Internal Quality Management Program. Does the plan appear proactive or reactive, where does it appear that are the majority of costs to maintain the quality plan are spent (e.g., in prevention costs, internal costs, etc.). What are the risks associated with this plan? How does this plan compare to the principles of TQM?
• Provide an example of two firms that recently experienced social media PR challenges stemming from quality failures and discuss how their response either (1) diffused the situation or (2) exacerbated conditions. What lessons from the firms' handling of these situations (either good or bad) can be extracted and applied by other organizations?