Here are several comments that relate to either the quality-based view or the traditional view of quality.

1. We have high standards and we expect our people to meet them. We do not expect people to improve beyond those standards.

2. We must make product inspections to assure quality.

3. We design quality into our dishwashers from the beginning.

4. Customers would never pay enough to justify a high-quality service.

5. We should be prepared to fix any problems.

6. If you don’t like our service, tell us. If you do, tell others.

7. In the purchasing department, we are expected to get the lowest cost materials.

8. I know that we could get better people, but that would cost a lot more money.

9. It’s simply a fact of life in the airline industry that baggage takes 15 minutes to be delivered to baggage claim.

10. We don’t make much profit on the sale of new cars, but we make up for that by doing a lot of service business when customers bring them back for repairs.

a. Indicate whether each statement best describes the quality-based view or the traditional view of quality.

b. Indicate what each statement would say if it related to the opposite view of quality. For example, if the statement relates to the quality-based view, then give a statement that would reflect the traditional view of quality.