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In early January 1998, the co-owners/photographers of Off Broadway Photography, were reviewing the company''s year-end financial statements. Although profit levels were up from last year, sales were down. To improve both their sales and profit levels, the partners were considering three options; purchasing bulk film, outsourcing black and white film development, and changing the proof format. Students need to assess the company''s current customer requirements and what is important to them, the company''s current activities as to both efficiency and effectiveness and how the company could become more efficient, and therefore more profitable. The tradeoffs presented require both quantitative and qualitative analysis. There is a French version available ''9A98DF10''.