1. What is total quality management? How is it relevant for automobiles?
2. What is the difference between internal and external benchmarking? Do the J.D. Power Initial Quality and Vehicle Dependability studies facilitate benchmarking? Explain.
3. Consider the following statement: Consumer opinions about which cars have the best quality or dependability are unreliable because people have preferences for a certain car before they buy it. They therefore are unlikely to give an objective opinion about the car’s quality or dependability. Do you agree or disagree with the statement? Defend your reasoning.