Let's say you manage a big-box grocery store (such as IGA, Metro, Loblaws, etc.) and you want to provide a top-notch shopping experience to your customers. Describe how you would go about determining what factors are important to them, how well you are meeting their needs and expectations, and how you can improve your operations to provide them with total satisfaction. Specifically, base your plan on concrete elements in the grocery store context, while invoking the "quality control and improvement tools" mentioned in the slides.