Using the value chain and the defining quality found below explain how the following perspectives of quality occur in the context of a restaurant, from the aspect of the customer concept (what to offer the customer), to the service design, and through how the restaurant operates daily.

10 PART 1 Principles of Qua FIGURE 1.1 Quality Perspectives in the Value Chain User perspective Transcendent perspective and Product perspective Needs Marketing Customer Value perspective Design Customer perspective Products and Services Manufacturing Manufacturing perspective Distribution Information flow Product flow DEFINING QUALITY Quality can be a confusing concept, partly because people view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain. In addition, the meaning of quality continues to evolve as the quality profession grows and matures. Neither consultants nor business professionals agree on a universal definition. The Quality Improvement Glossary defines quality as "a subjective term for which each person has his or her own definition."S For example, one study that asked managers of 86 firms in the eastern United States to define quality produced several dozen different responses, including the following: 1. Perfection 2. Consistency 3. Eliminating waste 4. Speed of delivery 5. Compliance with policies and procedures 6. Providing a good, usable product 7. Doing it right the first time 8. Delighting or pleasing customers 9. Total customer service and satisfaction Thus, it is important to understand the various perspectives from which quality is viewed in order to fully appreciate the role it plays in the many parts of a business organization. Quality can be defined from six different perspectives: transcendent, product, value, user, manufacturing, and customer