In the case, American Express uncovered the two primary causes of the unsellable rate by “shadowing”…

In the case, American Express uncovered the two primary causes of the unsellable rate by “shadowing”…

In the case, American Express uncovered the two primary causes of the unsellable rate by “shadowing” the vendor. What Six-Sigma/continuous improvement tools might the vendor have used to uncover the same information and revise the process?
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