1. Select the statement that best embodies a customer's value proposition of quality: a. Quality is measured by on time delivery and customer dissatisfaction b. Responsiveness, as a quality measure, is important to only certain types of customers c. Treating a customer with respect with dignity is a quality measurement

2. Goods and services vary in many ways. Select all of the characteristics that are major differences between goods and services. NOTE - there are multiple answers.

Select 3 correct answer(s) a. Quality of products is measure easily compared to services b. Service quality is easy to measure c. Services relies on heavy customer participation d. Services are tangible e. Products are not consumed immediately

3. Briefly describe the operation function value benefit to an organization.