When you can accomplish the learning objectives for this lesson, you should begin work on the progress evaluation described below. You may use any assigned readings, your notes, and other course-related materials to complete this assignment.

20 points

You may use any assigned readings, your notes, and other course-related materials to complete this assignment.

Please write a brief response to each of the following questions. Save your responses in one document (.rtf or .doc) to submit to your instructor for grading.

1. Why is product quality easier to define than service quality? Provide examples. (10 points)
2. Describe the difference between internal and external customers. Provide examples. (10 points)

Your response will be graded on the following:

• identifies key concepts and provides a clear explanation
• provides examples to support explanations
• cites appropriate references (i.e., author, page #)