Chapter 8 Learning Objectives
▪LO 8.1 Explain quality, from a customer perspective.
▪LO 8.2 Characterize product quality based on four dimensions.
▪LO 8.3 Distinguish service quality from product quality based on its distinct
measurement.
▪LO 8.4 Apply the quality cycle to a product or service.
▪LO 8.5 Explain how mistake-proofing and the supply chain are integrated with
quality management planning.
▪LO 8.6 Attribute how cost of quality is related to financial performance.
▪LO 8.7 Recall the two key quality pioneers and their main ideas.
▪LO 8.8 Compare and contrast ISO 9000 standards and the Baldrige Award criteria.
▪LO 8.9 Articulate some key barriers to successful quality improvement efforts.
