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But the hypothesis would be challenged and found to be awed if, in fact, the Six Sigma team determined that the problem had more components than the question: Did the customer get an answer to the question Other aspects could include speed of response, customer service courtesy, time the customer had to spend on Hold, and whether or not internal employees were adequately trained In other words, the study of the hypothesis often demonstrates that in order to solve the problem, we also have to identify it completely, and not just settle for the most apparent symptom of that problem We have another opportunity to ensure excellence in the expectations phase.

Regardless of which setting you choose, Photoshop automatically changes the Dot Gain value to the most suitable setting n Dot Gain: Type a value from 10 to 40 percent to specify the amount by which you can expect halftone cells to shrink or expand during the printing process, a variable known as dot gain When printing to uncoated stock, for example, you can expect halftone cells to bleed into the page and expand by about 25 to 30 percent For newsprint, it varies from 30 to 40 percent In any case, Photoshop automatically adjusts the brightness of CMYK colors to compensate, lightening the image for high values and darkening it for low values n Separation Type: When the densities of cyan, magenta, and yellow inks reach a certain level, they mix to form a muddy brown.

TABLE 14-10

If we expect the customer to (1) get an answer on the rst contact, (2) spend as little time as possible on Hold, (3) speak to a fully trained, knowledgeable, and friendly employee, and (4) come away from the experience feeling satis ed, then we have identi ed a set of expectations Finally, we test the improved system One way, for example, would be to pose as a customer, make a phone call, and experience the customer service treatment rsthand This is not only ef cient, it is also more reliable than other methods like customer surveys In a retail environment, we can visit a store to witness how customers are treated; in a service environment, we depend on the telephone, e-mail, and other indirect contact; and when.

6. In the Tab Index field, enter a number for the tab index of your object. By entering a number, you can specify the order in which users tab through objects and links on your page. Pressing Tab successively jumps from the object or link whose tab index is set to 1, to the object or link whose tab index is set to 2, and so on. For this to work correctly, you must specify the tabindex attribute for all the page s objects and links.

N Cursor control (arrow) keys: These four directional keys, which are sup-

The GCR (gray component replacement) option avoids this unpleasant effect by overprinting these colors with black to the extent specified with the Black Generation option If you select the UCR (under color removal) option, Photoshop removes cyan, magenta, and yellow inks where they overlap black ink GCR is almost always the setting of choice except when printing on newsprint..

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With Little s law, we finally can express the expected system response time as:

not exist, or because they are restricted in their information-sharing ability. In many organizations, information resides in incompatible platforms and organizational silos that barely speak to each other, much less to users. Transactional enterprise resource planning (ERP) systems, operational customer relationship management (CRM) platforms, data marts, niche marketing, customer management solutions, and various reporting systems churn out gigabytes of data. However, all these mountains of data are not coordinated, and they do not yield the knowledge needed for continuous performance improvements and competitive advantage. Executives may be reluctant to fund Information Technology (IT) initiatives, because earlier projects have failed to live up to expectations. In its present state, the IT organization is perceived as a cost center, not as a contributor to profitability or growth.

In the preceding example, it might seem like a lot of extra work just to add a single item to the Menu. And, in fact, it is. You can accomplish the same task with an init object with less code. But for adding submenus you might find the menu data provider/addMenuItem() (or addMenuItemAt()) technique a little simpler. For example: