1. Explain why it is difficult to obtain a single, universal definition of quality.

2. Explain the difference between quality management practices prior to the 1900s with quality management in the 1990s.

3. Explain the three core principles of total quality.

4. Describe the relationship between quality and personal values.

5. Identify and discuss five differences between service and manufacturing organizations.

6. Select four major functions of a manufacturing firm and describe how each function contributes to the firm's achievement of quality.

7. Cite three ways that a hotel can use information technology to improve service quality.

8. Compare and contrast the quality philosophies of Deming and Juran.

9. Identify the three management processes that comprise Juran's Quality Trilogy. Cite at least two organizational activities that can be categorized under each process.

10. Discuss what is meant by the Baldrige criteria as representing an integrated performance management system.

11. Discuss the reasons why a firm would seek ISO 9000 registration.

12. Discuss how Six Sigma implementation can align the firm to the Baldrige Criteria.

13. Describe the three levels of strategic leadership.

14. What is the purpose of a SWOT analysis in strategy development?

15. What are the Seven Management and Planning Tools?