Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
Quality Theori
Pertemuan 3 and 4
Discussion Questions
• Case 2-1:
– Rheco, Inc.: Making a Quality Turnabout by Asking for Advice
• Case 2-2:
– Has Disney Developed a Theory of Quality Guest Services
Management
Bina Nusantara University
3