1. Why is quality in services typically more difficult to assess than quality for physical goods production? Check all that apply.

- The customer "experience" is central to service delivery

- Services incorporate both tangible and intangible elements

- Services are more durable than physical goods

- The services delivered to a customer are often unique to that particular customer

- Measuring quality for services is not more difficult than for physical goods

2. Which of the following is a benefit of offering high levels of quality? Check all that apply.

- It allows a company to charge more for its goods/services

- It enhances customers' loyalty to the brand

-It can prevent a company's goods/services from being commoditized

- It can avoid negative publicity

3. Which of the following is true of control charts? Check all that apply

- They must include upper and lower control limits

- They require random samples to be taken consistently

- They can determine when a process is out of control with perfect accuracy

- They identify the root cause of quality issues

-They plot sample statistics

-They plot every observation and data point that is being recorded

-They identify a point in time in which a process may have been out-of-control