1. Customer Confidence
Consider a product that has suffered from a failure in its quality. Describe how the company handled the problem and its effect on your personal perception of the company and your confidence in buying its products.
2. Describe the difference between chance cause and assignable cause. How do these terms relate to Deming’s system of profound knowledge?
3. According to the text, why did the quality of manufactured goods decline in the United States after World War II, and how did Japan take advantage of that situation?
4. Describe the four Japanese terms used in TQM and give an example of how they might apply to a particular product.