Question 1 (Customer Dissatisfaction): Discuss one of your own experience when you believe the quality suffered at the service provider and you left as a highly dissatisfied customer.

Question 2 (Manager's role): TQM program uses several quantitative tools and measurements to ensure quality of the process. Evaluating processes and performances that uses system of quantitative rates, reports, annual reviews of attainments, etc. can cause forced quotes, classification and ratings that entail unhealthy competition, break of team collaboration within company. Provide your arguments that instead of such purely quantitative systems, managers should personally comment employees' work, advice and help to improve it.

Question 3 (Competitive Advantage): Total quality management based program can lead an organization towards competitive performance. How? Why? How well is your organization, that you are a part of, is using quality to gain competitive advantage? What would you recommend?