1. What groups and individuals are the “customers” of the respiratory therapy department? Describe the concerns and perceptions about quality that might differ across the different types of customer. Identify the problems that the different customers would want quality control to prevent, detect, or correct. 2. Categorize the list of quality costs into prevention, appraisal, internal failure and external failure. Justify your choices. 3. What additional costs of quality might you suggest? How would you categorize each of them? 4. Discuss how you would estimate (i.e., measure) the following costs for the Respiratory Therapy Department: Quality Planning and Procedures, Therapy Writeups, and Incorrect Installation. 5. Which of Highlander’s COQ measures (or similar ones) might you include in a balanced scorecard for Kelsey’s Respiratory Therapy Department? What other performance measures would you suggest to include? Classify each of these measures into the four standard balanced scorecard categories (financial, customer, internal business process, learning & growth).