Take examples of some common service-oriented industries. For example, consider a commercial airline company and a company in the hotel business. For both these companies:
- Define appropriate quality measures.
- Define the specific indicators that would allow you to measure the four types of quality costs.
- Define how each of these companies would quantify a defect.
- Conduct an Internet research to determine whether any company in the airline or hotel business has adopted a six-sigma quality process.