Process measurement. Based on your description of the process in Exercise 27.1, suggest specific variables that you might measure in order to
(a) assess the overall quality of the process.
(b) gather information on a key step within the process.
Exercise 27.1:
Describe a process. Choose a process that you know well. If you lack experience with actual business or manufacturing processes, choose a personal process such as ordering something over the Internet, paying a bill online, or recording a TV show on a DVR. Make a flowchart of the process. Make a cause-andeffect diagram that presents the factors that lead to successful completion of the process.