TEAM ASSIGNMENT NO:5 DATE OF SUBMISSION: 23-12-2013 CASE STUDY NO:1: ZURICH CASE STUDY(ENCLOSED AS ATTACHMENT) Q1.

) Describe what is meant by Quality? Q2.) Explain why managing Quality is important to a Business? Q3.)Why do you think the iQuality and 5 Whys approach helps to action service at Zurich? Q4.) Evaluate the different ways Quality can be managed? Which of these do you think is most important to Zurich? CASE STUDY NO: 2: KRISTEN'S COOKIE COMPANY(A) (Refer Page 219 & 220 of Handout) A) Answer Q1,Q2,Q3,Q4,Q5,Q6 of Operational Questions on Page 220 CASE STUDY NO: 3: PROCESS ANALYSIS AT ARNOLD PALMER HOSPITAL(Pages 243 and 244 of HEIZER)-VIDEO CASE Q1.)Draw a detailed process flow chart of this process. What are the different ways in which you can improve the process?