1. Provide a brief explanation of the conceptual relationship between improvements in quality and improvements in financial performance.

2. How are process and product variations from standard lead indicators (predictors) of quality?

3. A customer places an order on January 1, 2011. Ten days later that order is received by the manufacturing department. Fifteen days later, the order is put into production. Processing (manufacturing) time is 20 days for this order. The completed order was then shipped ten days later. For this order, what was the total customer response time (CRT)?