1. How is the SSM different from Deming's PDCA cycle?

2. Prepare a cause-and-effect or fishbone diagram for a problem such as "Why customers have long waits for coffee." Your fishbone diagram should be similar to that in Figure 7.17, using the main sources of cause: policy, procedure, people, and physical environment.

3. How would you resolve the difficulties that study teams have experienced when applying SSM?