Your primary customer, Thomas, has returned your latest shipment of parts, lot #135, dated July 22/2019. They received 30 boxes of painted parts and opened 4 boxes. All 4 boxes had some defective parts in them and the entire shipment was rejected. The defective parts had scratches on the sides of the part. Your company has 200 employees. You have been in business for 10 years. Average seniority is 5 years. Your company obtained ISO-9001 certification in April, 2018. Your company manufactures plastic parts which are moulded and then painted. Your company has been doing business with Thomas for 5 years. This latest shipment has really upset Thomas. Your quality team is currently taking training in team-building and have been asked to submit a problem-solving report to Thomas within 6 weeks. Upon investigation, some defective parts were found to be from the production run of July 16-20, 2019. Each of the 30 boxes shipped contained 1000 parts. Refer to the sort results of the returned product. Scratches were found randomly on the sides of the parts. This particular product comes from a 2-cavity mould. Operators wear gloves when handling the parts and use a layer pack. The flow of the