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National Fiduciary Guaranty Bank has been losing market share in home mortgage lending over the last several years. Surveys indicate very low customer satisfaction ratings for the home mortgage process. The bank recently chartered a Lean Six Sigma team to address the performance problem. The team has examined several process factors, including loan pricing, credit requirements, loan closing cycle-time and employee training as they relate to customer satisfaction and new loan volume. Which of the following are potential key process inputs in the bank's home mortgage business? A) Customer Satisfaction, Credit Requirements, Historical Loan Closing Cycle-Time B) Loan Pricing, Employee Training, Customer Satisfaction C) Loan Pricing, Credit Requirements, Employee Training D) Credit Requirements, New Loan Volume, Customer Satisfaction E) Historical Loan Closing Cycle-time, Customer Satisfaction, Employee Training {Ans: Answer C}What is the purpose of establishing the baseline performance level? A) Set the performance standard. B) Identify the highest priority defect. C) Provide a starting reference point to gage improvement. D) Motivate employees to achieve zero defects. {Ans: Answer C}What do control charts allow one to assess? A. Process capability B. Cost of process improvement C. Process stability D. Customer complaints E. Customer specs {Ans: Answer C}What is