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BSOP 588 Midterm Exam
1.1.(TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.
2.2.(TCO B) Explain each of the following statements as they apply to modern quality management.
3.a.Customer service is the rule, not the exception.
b.The absence of defects is a given rather than a source of competitive advantage.
4.3.(TCO A) Explain the three core principles of total quality.
5.4.(TCO H) Discuss how front-line employees are critical to customer assessment of service quality.Identify the challenges faced by front-line employees.