Process Improvement Test 1. Which of the following statements is correct for this goal statement: “Improve SLA compliance from 90% to 95% by June 2016.” a. Baseline Performance is 90% and Target Performance is 95% b. Baseline Performance is 95% and Target Performance is 90% c. Target Performance is 95% but there is no Baseline Performance d. Baseline Performance is 90% but there is no Target Performance 2. The PDCA cycle is a powerful approach for problem solving as it provides the foundation for teams to (Check all that apply): a. Systematically identify and understand a problem or issue and its root cause rather than symptoms b. Generate ideas and develop an effective plan to solve the problem c. Ensure that the current p...