1. How should quality be defined at this restaurant?

2. What are the restaurant’s costs of process failures?

3. Use some of the tools for process analysis to assess the situation at Jose’s

“Two bean tacos, a chicken burrito grande, and a side order of Spanish rice, please.” Ivan Karestski called his table’s corner into the kitchen as he prepared the beverage orders. Business was brisk. Karestski liked it that way. Lots of customers meant lots of tips and as a struggling graduate student, the extra income was greatly appreciated. Lately however, his tips had been declining.