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

Exercise 13

A reader wrote to Business Week (July 9 16, 2007, p. 16) and noted: "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 definitions of quality are implied in these comments?