Question one

a)What makes a service a quality service? What are the barriers to quality service?

b)Discuss quality management in services

c)What factors make quality management more difficult in services than in manufacturing? What approaches have been developed to mitigate the effects of these difficulties?

Question two

a)Describe the important elements of total quality management and explain how each contributes to products and services of superior quality

b)Explain the role of product and service quality in business strategy

Question three

a)State and briefly describe the determinants of quality, and the activities necessary to achieve quality products and services.

b)The traditional view of quality control is to have rigorous inspections to find and discard defectives so that only non defectives leave inspection. What is fundamentally wrong with this approach?

c)Explain the meaning of this statement: "you cannot inspect quality into products"