Consider the following quality improvement strategy as expressed by a series of if-then statements:

• If design engineers receive quality training, then they can redesign products to reduce the number of defective units.

• If the number of defective units is reduced, then customer satisfaction will increase.

• If customer satisfaction increases, then market share will increase.

• If market share increases, then sales will increase.

• If sales increase, then profits will increase.

Required:

1. Prepare a strategy map that shows the cause-and-effect relationships of the quality improvement strategy.

2. Explain how the quality improvement strategy can be tested.