On a recent visit to his local shopping centre, Mr Beaton purchased a £10 box of chocolates from Smigs the confectioners. The chocolates were a present for his mother’s birthday.

When she opened them two days later, she found that they were mouldy. He has returned the box and contents to you, the marketing manager, at Chunky Chocs Ltd, of Boom Town.

He is demanding recompense for the chocolates, the cost of postage, and the distress caused to himself and his mother. In your capacity as marketing manager carry out the following: (Appendix)

1. Draft a letter to Mr Beaton explaining what you intend to do.

2. Write to the production manager instructing him to carry out a preliminary investigation of how this particular problem might have arisen.

3. In detail, draft terms of reference for a report investigating the potential causes of faulty goods reaching the customer.