Question 1 (2 points) Services have an interesting challenging in delivering quality. One of the reasons this is the case if because services are often delivered and consumed at the same time. This makes it difficult to assess quality. As such, UPS has realized that the delivery person's interaction with customers is the crux of 'service' in many customers minds. To this end, UPS has instituted: Just in Time policy aligned with FedEx. A system of Histograms and Check Sheets to monitor performance. A dress code for the workers, so that the worker interfacing with the customer has a consistent look, to enforce quality. Various programs to address the maintenance of trucks. Question 2 (2 points) In the video we discuss Deming's 14 quality in the context of the chapter 6 information. Thus, in the point that discusses instituting on the job training and quality will improve and cost will decrease, which concept best aligns with this idea? Benchmarking The Sandcone Model The flow of organizational practices necessary to achieve total quality O Continuous Improvement