"If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard," said one quality manager. "That is precisely the problem," said another quality manager, "We have spoiled the consumer. Now customers will never be happy no matter what we do." Join this debate. What is your opinion concerning the following questions?

1. What features in the modern automobile are customer driven?
2. Henry Ford once said something to the effect that the customer can have any color Model T he wants, as long as it's black. How did the world evolve from Henry Ford's attitude toward customers to the modern attitude of customer-driven quality?
3. Are global consumers spoiled and unrealistic in their expectations, or are they finally demanding their rights in the marketplace?
4. How has the worldwide demand for quality driven the concept of innovation? How has innovation changed your life?