A.retain top employees

B.satisfy customers

C.meet shareholder expectations

D.establish repeatable processes

A.a decrease in supplier defects

B.a decrease in order-processing time

C.an increase in market expectations

D.an increase in sales

A.Acting on the results too rapidly

B.Asking operators to collect data on their own processes

C.Selecting incorrect parameters to measure

D.Collecting too much data

A.Use these figures to reprimand employees responsible for lost customers.

B.Justify an initiative to contact lost customers and entice them to come back.

C.Compare this cost from one accounting period to another.

D.Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new
customers is greater, refocus efforts on customer retention.

A.Employee evaluation form

B.Company policies

C.Project team meeting minutes

D.Organizational chart