CHAPTER 3 QUESTIONS
1. What factors influence customer value and satisfaction?
2. What specific issues of customer focus are addressed in the ISO 9000:2000 framework?
3. Summarize the key customer focused practices for performance excellence. W
1. How does Demings definition of qualityA product or a service possesses quality if it helps
somebody and enjoys a good and sustainable marketcompare with the definitions discussed in
2. Explain the Deming chain reaction.
3. Summarize Demings