Disc 6

Cost of Quality- Please respond to the following:

1. Select two fast food restaurants and evaluate them in terms of service quality. Suggest ways to improve the service quality.

2. Evaluate the two fast-food restaurants in terms of the “Seven QC tools” discussed in Chapter 15. Determine the top three QC tools that tend to be most valuable to business owners. Explain your rationale.

Lean Operating Systems- Please respond to the following:

3. Compare and contrast the lean service system found within Southwest Airlines to a full-service airline such as United Airlines, British Airways, and other large carriers in terms of cabin service, boarding process, baggage handling, and service encounters.

4. Recommend ways for the airline carriers to improve their lean operation systems in terms of speed and quality while reducing waste and costs. Explain your rationale.