Refer to the Scenario Below to Answer the Following Questions

Refer to the scenario below to answer the following questions.
Embarking on TQM at Maestro Motors (Scenario)
Hector glanced at the watch and sighed. It was already 6:30 and he should be heading home for dinner. Dina would be mad because he was late again. He closed the main garage door at his auto repair shop, Maestro Motors. His two mechanics has just left even though the queue of cars waiting for repairs was longer than usual. He couldn't ask them to work overtime every night. Things were not working well at the moment and he needed to do something to get things turned around. Last night, over a beer at nearby pub, his pal Rodrigo told him about something called total quality management. It sounded like something he should look into and immediately, not in some vague future. It was not only the backup in work; he had received more than the usual number of calls from irate customers. Mostly it was about the delays in getting the cars repaired. Some, however, were about the repairs themselves. Some had even brought their cars back for re-work. Hector was determined to turn things around and that evening, after Dina and the kids were in bed, he started researching this total quality management on his computer. What he found was not only interesting, but in his mind quite doable and not that complicated.
-As the employees focused on their own work, Hector sat down in the office and drafted flow charts on the work of the mechanics from the moment a car was brought in to when they handed the keys back to the customer. He would later verify with the mechanics to make sure to he had the _______________ correctly identified. This was necessary in order to find out exactly where the problems might occur.

A) daily assignments
B) work outcomes
C) job responsibilities
D) work processes
E) customer problems