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.