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Consider the following quality improvement strategy as expressed by a series of if-then statements: If real-time feedback information capabilities improve, then post-sales service time will improve. If post-sales service time improves, then post-sales service quality will increase. If post-sales service quality increases, 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: Select a strategy map that shows the cause-and-effect relationships of the quality improvement strategy (see Exhibit 13.8 for an illustrative example). b. . Increase Sales Financial Increase Profits Financial Quality Training Increase Profits Customer Increase Market Share Increase Customer Satisfaction Customer Increase Market Share Reduce Defective Units Process Service Time Improves Service Quality Improves Process Redesign Products Increase Customer Satisfaction Learning & Growth Real-Time Feedback Improves Learning & Growth Real-Time Feedback Improves c. d. Learning & Growth Increase Sales Increase Profits Financial Increase Profits Increase Sales Financial Increase Market Share Increase Customer Satisfaction Customer Reduce Defective Units Increase Customer Satisfaction Process Redesign Products Reduce Defective Units Process Redesign Products Increase Market Share Customer Real-Time Feedback Improves Learning & Growth Real-Time Feedback Improves The correct answer is el b b C IC d