part 1 Describe service problems you encountered in a recent service experience. Then categorize the service failures that occurred as tangible, reliability, responsiveness, assurance, or empathy. Name some products that have a high degree of quality. Are these products generally associated with successful companies?

part 2 Outline the steps in the design of a quality control system. These steps can be found in narrative form within section 9.1 of your textbook. Discuss how the steps can lead to higher efficiency in an organization.