After completing this chapter, you should be able to:

1. Define the term quality as it relates to products and as it relates to services.
2. Explain why quality is important and the consequences of poor quality.
3. Identify the determinants of quality.
4. Distinguish the costs associated with quality.
5. Compare the quality awards.
6. Discuss the philosophies of quality gurus.
7. Describe TQM.
8. Give an overview of problem solving.
9. Give an overview of process improvement.
10. Describe and use various quality tools.