• Dittenhoefer Fine China case study - On which dimensions of quality does Dittenhoefer’s compete? How are these dimensions being threatened by the problems in the manufacturing and customer service areas? - What do you think are the problems with the current manufacturing process as a whole and with the polymer-coating machine in particular? How might you use process mapping and root cause analysis to get to the bottom of these problems? -Develop a Pareto chart based on the customer survey results for the customer service office. What seem to be the key problems? How might you use the PDCA cycle to go about resolving these problems?