Felcher & Sons Goes Global

Multiple Choice

Felcher & Sons Goes Global
Upon graduating from university, Steve Bergman began his career as a management trainee at Felcher & Sons Ltd, a manufacturer of mid-priced office furniture.The firm has recently decided to expand overseas with manufacturing plants in Singapore and Thailand and sales offices in the Far East, Europe and the United States.In conjunction with this investment in new plants and technologies, the firm plans to develop an online presence that will enable customers to individually tailor the products they order from Felcher & Sons.Terry Tate, VP of Operations for Felcher & Sons, has been tasked with overseeing the development of these plants and new capabilities.Mr Tate has asked that Steve be assigned to him to help him in this process.
-Refer to Felcher & Sons Goes Global (Scenario) .Mr Tate and Steve attend a seminar put on by a Big 5 consulting firm with vast experience with ISO 9000 and an excellent reputation in implementing various quality-based initiatives.The speaker, John Dillon, begins by asking a question: 'When you consider a product or service to have quality, what does that mean?' Quality is the ability of a product or service to ________.

A) reliably do what it is supposed to do
B) exceed customer expectations
C) provide value
D) be flexible
E) meet the quality specifications set by the manufacturer