Total quality Management
Dr. Gregory Bier
1. Why is product quality easier to define than service quality? Provide examples
Product qualities are a group of features and characteristics of a saleable good that
Chapter 5 (Lesson 3)
Cheaper and better to keep old customers.
Keep customers happy.
Have customer driven quality.
Annuity relationship where a customer provides a long-term, steady income stream to the
Actively solicited customer feedback
Theory must have 4 elements:
Induction Process of generating a theory by observation and description
Deduction Process of proposing a model based on prior research and design.
Demings 14 Points for Managem