1. Discuss how either good or poor quality affects you personally as a consumer. For instance, describe experiences in which your expectations were met, exceeded, or not met when you purchased goods or services. Did your experience change your regard for the organization and/or its product? How?

2. Search the websites for the W. Edwards Deming Institute, the Juran Institute, and Philip Crosby Associates that are presented below. What services do they offer? How do these organizations maintain the philosophies and legacies of these quality leaders? www.deming.org; www.juran.com; and www.philipcrosby.com.

3: Stop Making Decisions Purely on the Basis of Cost. Discuss the importance of them to operations managers (as well as all managers) in todays business environment.