Discussion: Product Versus Service Industries

Quality is when the customer returns and the product does not.

—Tim Robertson

As you explore the various definitions and dimensions of quality, it helps to understand who the consumers are and what their expectations are for products or services. Ultimately, they are the ones who decide if an organization’s products or services meet those standards or not. You will find that quality criteria can be different for products than they are for services. There may be similarities and common elements, too, which operations managers should strive for. Leading quality organizations set the stage and provide solid examples for implementing quality practices and overcoming challenges.

In this Discussion, you will identify real-world examples of product and service organizations, describe their quality dimensions, and explain why one at least one of them has the most challenges in pursuing quality implementation.

To prepare for this Discussion:

• Review this week’s Learning Resources.
• Locate a company that has challenges with quality. This can be a company that you know of, that you found through a search, or even one for which you have worked.
• Review the Academic Writing Expectations for 2000/3000-Level Courses, provided in this week’s Learning Resources.

By Day 3

Post a 225- to 300-word (3- to 4-paragraph) comparison of the quality dimensions for products and services. In your comparison, do the following:

• Describe the company you located and identify whether it is a provider of products, services, or both. If you found it online, provide a link to the company.
• Describe what types of quality issues the company has experienced, as well as the consequences (or potential consequences) for those issues.
• Explain whether providers of products or services have the most challenges with quality implementation and why. Provide at least two specific examples from your selected company to support your explanation.
• To support your response, be sure to include at least one properly cited scholarly source.

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