Discussion Questions:
1. Discuss the ways in which services are unique in comparison with manufactured goods. How do these differences affect the management of service quality?
2. What is a customer benefits package? What is the purpose of developing customer benefits packages in a service context?
3. Describe the concept of the hidden factory. How can a realization that the hidden factory exists help managers?
4. What is the purpose of a supplier certification or qualification program? What is the difference between a supplier certification program and a supplier development program?
5. What is a supplier audit? How does a supplier audit differ from a supplier certification program?
6. What is acceptance sampling? Is acceptance sampling needed?
7. Why is continual improvement necessary for a business organization?
8. What are the seven basic tools of quality? Who developed these tools?
Problem:
9. For the following data, draw a scatter diagram to see if time lost because of injuries and overtime hours are related. What do you conclude?
10.Complete the analysis for the following prioritization grid information by finding the final ranking: