Testable Strategy, Strategy Map 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). a. Financial Increase Sales b. Increase Increase Profits Financial Quality Profits Training Customer Increase Market Share Increase Increase Reduce Customer Customer Market Defective Satisfaction Share Units Service Service Process Time Quality Process Redesign Products Improves Improves Increase Customer Satisfaction Learning & Real-Time Growth Feedback Improves Learning & Real-Time Growth Feedback Improves C. d. Learning & Growth Increase Sales Increase Profits Increase Financial Profits Increase Sales Financial Increase Market Share Increase Reduce Increase Customer Customer Satisfaction Defective Customer Units Satisfaction Redesign Process Products Reduce Defective Process Redesign Products Increase Market Share Units Customer Real-Time Feedback Improves wwwwwwww The correct answer a b d Learning & Real-Time Growth Feedback Improves