Key principle: There are many definitions of quality. Each organization must define quality in terms important to its context—it’s organization and its market environment.

Garvin’s 8 quality dimensions (p. 12-13). Examples. Are these based on product or service goods? Explain how quality might be defined on different dimensions, depending on the context (a particular customer, a particular department in an organization, a particular product, etc.)—give examples.

What new dimensions might be important for service, or information-based goods? Give examples.

Deming. Know his background. Approximately what % of all organizational problems are the responsibility of management. Why? What was Deming’s view on the importance of having managers understand variation? What are Deming’s 14 Points?

Juran. Know his background. What are the elements of Juran’s Trilogy? Draw a chart that conceptually shows the elements of the Trilogy.