Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 43

Ski magazine conducts and annual survey of readers to rate ski resorts. They used the following attributes as the basis for the survey: snow, grooming, terrain variety, challenge, value, lifts, service, weather, access, on-mountain food, lodging, dining, après-ski, off-hill activities, family programs, scenery, terrain parks, and overall satisfaction. Classify each of these attributes using the eight dimensions of quality (i.e., performance, features, etc.).