In your new role as quality manager of high-tech unit of a large national company, you identify a problem which is typified by the two internal memos shown below. Discuss in some detail the problems illustrated by this conflict, explaining how you would set about trying to make improvements. (You should discuss at least 2 problems)

From: Marketing Director

To: Managing Director

C.C

Production Manager

Works Manager

Date: 4 August

We have recently carried out a customer survey to examine how well we are doing in the market. With regards to our production range, the reactions were generally good, but the 24v byte micro winkle thrystor is a problem. Without exception everyone we interviewed said that its quality is not good enough. Although it is not yet apparent, we will inevitably lose our market share.

As a matter of urgency, therefore, will you please authorize a complete redesign of this product?

From: Work Manager

To: Production Director

Date: 6 August

This is ridiculous!

I have all the QC records for the past three years on this product. How can there be anything seriously wrong with the quality when we only get 0.1% rejects at final inspection and less than 0.01% returns from customers?