Topic-DMAIC- car dealership warranty process

Describe the "High Level" Problem that made the team or company decide to launch an investigation. Ensure that your answer describes a measurable fault with a specific product or service. (Remember: SMart) Also, explain how long the problem was known to exist (the Time-Bound part of a smarT problem statement).

a. What was happening to cause them to start the project? b. Was this a 1-time problem, an occasional problem, or a chronic recurring problem? c. How serious was it? d. Did they already know what the root cause was and how to solve it?