Answer to Question 1
A
Answer to Question 2
Firms today compete on the basis of quality. Firms with poor quality are unlikely to be successful. Quality is also important because it is directly linked with productivity. Higher quality means increased productivity because of fewer defects, fewer resources devoted to reworking defective products, and fewer resources devoted to quality control itself. Higher quality also helps firms develop and maintain customer loyalty. Operations management helps firms maintain and enhance the quality of their products and/or services. The International Organization for Standardization (ISO) has been working to develop and refine an international set of quality guidelines. These guidelines, called collectively ISO 9000, provide the basis for a quality certification that is becoming increasingly important in international business.