1. Is Johnny Cruz approaching this situation sensibly? Is Six Sigma the best approach or is it overkill? Do you agree with Johnny? If so, explain how Six Sigma can help Johnny. If you don’t agree with Johnny, what alternative does he have?

2. Six Sigma has a lot of tools Johnny can use. Be the community college professor in Oxbow, Texas and explain which tool or tools you would use and in what order. What would each tool enable Johnny to do? 

3. Using the problem of defecting customers of Johnny Cruz, develop a fictional cause and effect diagram. Develop the four main categories and add the bones of possible causes or issues. Explain, based on your hypothetical scenario, what you see as Johnny’s possible major issues.