End-of-Topic Case: Chipotle's Quality Problem

1. Describe Chipotle's customers in terms of the appropriate dimensions of quality. Which ones are most important?
2. Describe how the concept of quality at the source affects Chipotle's food safety crisis.
3. Assess Chipotle's cost of quality. Be sure to evaluate all four categories.
4. Considering the eight principles of TQM, which principles did Chipotle most likely violate? Which principles will be most important moving forward?
5. Given Bob Whitaker's comment, how do the concepts of common and special cause variation become more challenging when it comes to food safety? What are the unique challenges to Chipotle's new pioneering food safety strategy?