Night Light Inc. manufactures a popular type of dorm room lamp. College students claim that this lamp, alone, has saved thousands of friendships because it allows one person to study with books and papers completely illuminated while other students sleep in blissful darkness. However, Night Light recently has suffered a public relations nightmare.

Lately, it has experienced an unprecedented high number of warranty repairs and product recalls. And worse, because of the popularity of the lamp, the newspapers have been illuminating the public about this development. It seems no one has been left in the dark. After a lengthy investigation into the cause of the problem, a lightbulb went off in the production manager’s head. It seems that a faulty part from a supplier had caused most of the warranty and recall problems. Dwight, the production manager (and also your cousin), has come to you for some consulting services.

Required: Write Dwight a memo recommending alternative courses of action that his company might take to get the product and the company’s reputation turned around. LKY-1