Quality Management

reading: Quality Management (Knowles) Chapters 2 &  3

What Drives Consumers Not To Buy GM Cars?

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part 1

Read the Article from the July 8, 2007 issue of Business Week entitled “What Drives Consumers Not To Buy GM Cars.”

One contributor writes: “Americans have switched from Detroit Big Three vehicles to Honda and Toyota vehicles not for visual design features but for durability, reliability, good fuel consumption, and low full cost of operation. Detroit needs to offer five-passenger, 35-mile-per-gallon vehicles with 100,000-mile bumper-to-bumper warranties over 10 years of ownership to cause satisfied Honda and Toyota buyers to switch.”

What is implied about what drives quality in these comments? Do customers have unrealistic expectations, or are they demanding their rights? What does this demand for quality drive innovation?

Please answer in 200 words or more. As usual, use your own words – please do not copy and paste from a web site. Be sure to reference your sources.

part 2

What does quality mean to you? How does good (or bad) quality affect you personally as a consumer? Have you had experiences where your expectations were exceeded, or on the contrary, not met? How did that change your opinion of the organization and its product or service?

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