What steps could susan have taken to prevent this incident from occurring

answer; ///i believe the answer is (d) procedures to control the quailty of your product;

i would say their habit of breaking down.

answer; ///(d); determining who competes most closely   with whom evaluating whether industry driving forces and competitive pressure favor some strategic groups and hurt others, and ascertaining whether the profit potential of different strategic groups varies due to the strengths and weaknesses in each groups respective market positions;

answera major piece of legislation affecting the financial industry and containing significant privacy provisions for individuals;