1.Chapter 6 provides an introduction to quality as a critical determinant of value and profitability. The importance of a business culture that embraces continuous improvement is a necessary prerequisite to the level of product and service quality that will lead to customer loyalty and the enhanced profitability it can bring. ABBA Rubber International produces precision rubber rollers for a variety of industrial uses. As a B2B supplier, product and service quality is extremely important. Take the ABBA tour.

a. Identify the characteristics of ABBA that point to a quality-oriented culture being present.

b. What evidence of "internal quality" is present? How would poor quality internally affect external quality?

c. As a B2B supplier, how does ABBA enhance its customer's ability to achieve high quality levels at low cost?

2. Quality, in the B2B context, is often defined in terms of specifications that are measurable and repeatable. For some products, defining quality is not that easy. Take the Steinway & Sons tour of the piano production process.

a. In which of the steps in the production process can quality be easily measured with tools?

b. In which of the steps must quality be measured more subjectively?

c. What are the implications for employee skill and availability when defining quality is more of an "art" than a "science?"