________ involves a five-step process called DMAIC (define, measure, analyze, improve, and control) designed to improve quality

______________are groups of two or more individuals with complementary skills working together to achieve a common purpose or objective.

A) Individual B) Teams C) Meetings D) Grievances

Paramount in all advice offered about handling media in a crisis is to ________

A) never, ever lie B) softly make your point once and move on C) engage the media in a battle when necessary D) go off the record if asked