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

2. Describe the relationship between quality and personal values.

3. Discuss the importance of employees and information technology in the delivery of service quality. Use two exs of service firms to help support your discussion.

4. Identify two key components of service system quality. describe why these components are particularly important to service system quality (when compared to manufacturing system quality).

5. describe the challenges for top management in implementing the vision, mission, and guiding principles.

6. Beginning with the step of customer needs and expectations (expected quality), identify and describe the remaining steps in the customer-driven quality life cycle. (hint: drawing a diagram may be helpful)

7. describe job enlargement, job rotation, and job enrichment. Why are these seen as ways to improve employee satisfaction and productivity?

8. Differentiate between value-creation (core) processes and supporting processes. Provide an ex of each process.

9. Discuss the major differences between traditional management accounting and activity-based costing.

10. Discuss the concept of best practices.