Background:

Quality management systems are driven by identifying and satisfying customer needs. Quality is defined by the American Society for Quality as:

"The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs."

To Operations managers quality is manufacturing based. This translates into a product or service that conforms to standards or is made/delivered precisely to specifications.

Questions for Thought:

1. Does the manager in the FedEx video clip have a quality standard he is supposed to uphold?

2. Although the example from the video clip is facetious, can you think of instances where faulty quality management could lead to customer injury?

3. Is quality management different for products compared to services? Can you list any differences?

4. What measures can be taken to ensure quality control in products? In services?