I agree with you that an excellent stuff exists here in terms of explaining the processes. The content offered the specific examples of how customer service processes can be measured, like the one on human resource department does actually help us to understand the subject matter very well. You are also right that in this chapter, the complex diagram and the matter has been explained very well along with the relevant illustrations like the Quality Index diagram. This has helped us to grasp the content confidently and certainly it has made the concepts very thorough. The example which you cited, related to the 100 hour downtime, gave us a very good insight about the production problems.