2. Process and Quality Fundamentals

What Is the Objective of This Chapter?

The objective of this chapter is to teach you the meaning of (1) a process or system, (2) variation in a process or system, and (3) quality of a process, product, service, policy, procedure, and so on. These concepts prepare you for what is to come in the rest of the book. Before you can improve a process, it is crucial that you understand the building blocks of process, variation in a process, and the definitions of quality and their significance.

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