Extract from paper:
Question 1 Categorize the quality problems in this case
1. promised to call customer about the status of the job but never did.
2. caused customer to take several long trips to pick up the car without offering a loaner car.
3. delivered car to customer with service problem not corrected.
1. fixed one problem, but then created another.
2. gives body shop customer low priority in the repair shop.
3. could not repair car when promised.
1. lacks coordination between departments.
2. has no one in charge, but rather, many employees are involved with the customer.