You are the national manager for a company that pro vides express oil changes at a number of locations, and you are concerned that the service level at one of these locations is not up to your standard. The location keeps records of its service completion times (from customer arrival to departure). You've asked to see these records, but the manager says he's too busy to send them to you. He also claims that the maximum wait time during the recent quarter has decreased by 50%, compared with the previous quarter. Would you be satisfied, or would you insist on seeing the records?
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