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.