1. Identify the exact sequence of steps—a ‘‘project plan’’—on how to handle this problem, from dealing with customers to identifying causes. Explain what should be done and why.

You are Manager of Strategic Sourcing at Toyota Motor Corporation and have just been called in by the VP of Global Sourcing, to whom you report. There has been a problem with at least eight vehicles exhibiting sticking accelerator pedals and your boss is very upset. Strong evidence points to a problem with CTS, an electronics supplier, which has been recognized for high-quality standards by Toyota.