( TCO B ) Explain each of the following statements as they apply to modern quality management . a . Customer service is the rule , not the exception . b . The absence of defects is a given rather than a source of competitive advantage .
( TCO A ) Describe the relationship between quality and personal values .
( TCO H ) Identify and discuss five differences between service and manufacturing organizations .
( TCO B ) Cite two ways that the accounting function can contribute to the achievement of quality .
( TCO C ) Compare and contrast the quality philosophies of Deming and Juran .
( TCO G ) Discuss the concept of best practices and their effect on quality management success .
( TCO H ) Identify and discuss the five key dimensions of service quality . Given an example of a service and describe how a customer may define quality along each of these dimensions .
( TCO D ) The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories , items , and areas to address . Which of the following four is NOT one of them ?
( TCO E ) According to Kano ’ s classification of customer requirements , a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements ?
( TCO F ) Characteristics of effective strategic leadership include all of the following EXCEPT :
( TCO A ) General-purpose financial statements are the product of :