1. From the customer perspective (you are the customer here!), select an instanc

1. From the customer perspective (you are the customer here!), select an instance when an organization failed to meet your expectation of quality (services and/or product). Additional details will be provided in class during Week 1.
2. Prepare 5 Power Point Slides to describe the context of the situation (PPT1):
• Use one slide to describe what happened and why you perceive this situation as a Service Failure.
3. Use the remaining 4 slides to address:
•How would Deming react to and describe your situation?
(Hint: utilize Chapter 2: “The Deming Philosophy”, “Deming’s 14 Points”, “Profound Knowledge”)
•How would Juran and Crosby’s reactions differ from Deming’s?
I will provide screenshots of chapter 2
PPT = PowerPoint