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Chapter 1

In: Business and Management

Submitted By jm09476
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Jordan Mauldin
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January 22, 2016
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Chapter 1 Discussion Questions
3. Is there a difference between service quality and product quality? If so, what are the implications of these differences for a manager of a service business, such as a restaurant or a retail store? - Service quality is more difficult to define than product quality. Although they share many attributes, services have more diverse quality attributes than products. According to the textbook author Thomas Foster (p.5), this often results from wide variation created by high customer involvement. Service settings are more complex; thus quality is more difficult to define. A customer of a restaurant, for example, evaluates the quality of the restaurant not only on the merits of the food but also on the demeanor of the employees, the speed of the service, the location of the restaurant, the pleasantness of the surroundings, and so forth. A manager of a restaurant or retail store must place as much attention on the quality of the product (food being served in the case of the restaurant) than the actual delivery of the service.
5. Why is communication within an organization an important part of the quality improvement process? - It is difficult to devise a coherent strategic plan relating to quality when communication is imprecise. One important attribute of a strategic plan is functional alignment or consistency. If different departments in a company understand quality differently, then the strategic plan will not be in alignment. Understanding that different definitions and dimensions of quality exist allows measures to be taken to provide a good basis for communication and planning.
7. Describe the “systems view” that underlies modern quality management thinking. Which of the perspectives of quality discussed in Chapter 1 Is most closely aligned with the systems view? - The...

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