1. As per IATA, the cost of a lost bag to an airline is estimated at $100 per bag. This is the quality
failure cost related to baggage-handling process. To help resolve the quality failures, Delta made
an investment of $100 million at the Atlanta Airport. It also incurred costs of quality in training
2. The fact that quality is defined using the words needs and deficiencies is why two people can
perceive the same product or service as having different quality levels. Needs differ from
3. In this case, both sides can be right because of the dichotomy of the definition of quality. The
value-based perspective on quality is about satisfying the end user’s needs, and according to the
4. Statistical quality control is primarily focused on making sure that a business’s current processes
are meeting predetermined specifications. According to this definition, statistical quality control
5. This occurrence must be investigated further before a potential problem gets out of hand. The
caveat to this position is that a lower level of variability is desirable, so if this reduced variability