Are the objectives met? If yes, document and standardize the changes. 1. What do you see as the limitations of the set of questions which comprises Hewlett-Packard's internal customer checklist? 2. Group the stages used in the problem-solving methodology into the corresponding steps in the PDCA (Plan - Do Check - Act) cycle. How does HP problem-solving methodology compare to the PDCA cycle? Hewlett-Packard (HP), the information systems company, was one of the first to make a success of the internalcustomer concept in its operations. One part of the way it used the concept was a short but effective checklist 'pocket guide' which was distributed throughout the company. It suggests each part of the organization should ask itself seven questions, which it regards as fundamental to the operation: Who are my customers? What do they need? What is my product or service? What are my customers' expectations and measures? Does my product or service meet their expectations? What is the process for providing my product or service? What action is required to improve the process? HP then went on to devise a problem-solving methodology, based on its seven questions, the stages for which are as follows: Select the quality issue. Write an issue statement. Identify the process. Draw a flow chart. Select a process performance measure. Conduct a cause-and-effect analysis. Collect and analyze the data