Hanno Holm, COO of Rudi's Organic Bakery, says that "quality" is one of the most misunderstood concepts and should be defined in the customer's eyes. Quality management and quality assurance is not solely the job of the production team. As organizations have evolved in the rapidly changing technology- and service-driven environment, quality has come to require the active involvement of the entire company. ____________ is the quality initiative that uses statistical methods to eliminate defects to a failure rate of 3.4 defects per 1 million opportunities, or a 99.9997 percent success rate. a Six Sigma b Benchmarking c ISO 9000/9001 d Total quality management e The Malcolm Baldrige Award