Stephanie Miller, factory manager at Stratford Manufacturing, told his shift supervisor, "Billy, our target reject rate is 1.5 percent or less. Your shift usually does a lot better than that, but your reject rate has been averaging 3 percent for the past month. That's unacceptable." Stephanie has identified a

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Stephanie has identified a performance gap, which is the difference between the expected performance and the actual performance. She has identified that Billy's shift is not meeting the target reject rate and has communicated that it is unacceptable.

Stephanie Miller, Factory Manager at Stratford Manufacturing, Told His Shift