Company - General Motors (GM)

1. Company Background and History - Provide a brief company history that includes the company's origins, founders, main products and services, and the industries the company services.

2. Description of Quality Issue - Describe the quality issue (faulty ignition switches, poor leadership, dysfunctional culture) and the impact the issue has had on the company.

3. Quality Culture - Describe the company's quality culture and explain whether the culture played a part in the quality issue. E.g., shifting of responsibility, the fear of arguing with the leaders, carelessness, and a sense of urgency, "don't tell" other cultures, lack of communication

4. Voice of the Customer - Explain the impact the quality issue has had on the company's customers and describe the customers' reactions to the quality issue.