Manufacturing organizations must produce high-quality products in order to compete in today's marketplace. E-Magine currently suffers from quality issues lead to customer dissatisfaction, product recalls, and lost sales. "After an initial successful first 12 months of deliveries, you are receiving a high volume of customer complaints about the beds, and specifically, the wheels on the beds seem to be defective. Nurses are complaining about the beds actually not moving while others complain about the abrupt stops causing patient discomfort