Questions from Total Quality Management

Q: Choose a product or service to illustrate how several definitions of quality

Choose a product or service to illustrate how several definitions of quality can apply simulate

Q: A logistics company surveyed its shipping customers. Using a scale of

A logistics company surveyed its shipping customers. Using a scale of 1–5, with 5 being the highest, they obtained the following average ratings.

Q: A local franchise of the Williams Car Rental Company conducted a survey

A local franchise of the Williams Car Rental Company conducted a survey of customers to determine their perceptions of the importance of key product and service attributes as well as their perceptions...

Q: SportTee makes T-shirts for national sporting goods and retail chain

SportTee makes T-shirts for national sporting goods and retail chain stores. Sport Tee’s quality manager analyzed a random sample of 100 dissatisfied customers and found that 24 percent of them compla...

Q: Versailles Sporting Goods is a family-owned regional sporting goods store

Versailles Sporting Goods is a family-owned regional sporting goods store located in a small Midwestern town, and competes with a larger nation sporting goods chain in a larger city about 40 miles awa...

Q: Richard’s Rapid Reservations (RRR.com) takes and processes reservations

Richard’s Rapid Reservations (RRR.com) takes and processes reservations on land, sea, air, and even space travel and prides itself in being a “one-stop” service for adventure travel. Data in spreadshe...

Q: Audrey’s Beauty Boutique started out with a mission of providing hair care

Audrey’s Beauty Boutique started out with a mission of providing hair care, beauty treatment, and spa services to middle-income women. Angelina would like to move to a more upscale clientele, if possi...

Q: Easy Quality Solutions (EQS) is trying to design a handheld

Easy Quality Solutions (EQS) is trying to design a handheld device targeted toward quality managers. They have surveyed a panel of quality managers and have found that the characteristics that are imp...

Q: Consider the following list of generic business processes. Identify each as

Consider the following list of generic business processes. Identify each as a value-creation process or a support process. Then discuss the logical sequence that the value creation processes should fo...

Q: Gold Star Chili is a chain of chili restaurants in the greater

Gold Star Chili is a chain of chili restaurants in the greater Cincinnati area. Figure 5.8 shows a process based organization of the company. Three major value creation processes link the operation of...