Define quality measures and quality costs, Business Management

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Take examples of some common service-oriented industries. For example, consider a commercial airline company and a company in the hotel business. For both these companies:

Define appropriate quality measures.
Define the specific indicators that would allow you to measure the four types of quality costs.
Define how each of these companies would quantify a defect.
Conduct an Internet research to determine whether any company in the airline or hotel business has adopted a six-sigma quality process.

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