Quiz

1.  Implementing Six Sigma programs take considerable time and commitment from an organization. Using the implementation points in this chapter, such as top-down commitment, measurement systems to track progress, tough goal setting, education, communication, customer priorities, describe the degree to which Starwood has successfully addressed each one with the redesign of the Sheraton Service Promise program.   (100 words)

2.  Quality at Verizon" focuses on quality in operations, products, services, and technology. It is not surprising that Verizon Wireless has built a great reputation with its customer base and has also been recognized through several best wireless service awards. What do you think caused this to happen?  (100 words)