Problem
Quality failures have impacts that go beyond costs. Quality failures can erode an organization's competitive advantage.
Locate and post a news story from the last six months published in The Wall Street Journal or another reputable source about an internal or external quality failure.
a) Briefly summarize the issue, including what went wrong and whether it was a performance quality or conformance quality issue.
b) What was the cost impact on the organization and its customers?
c) How did the organization address the issue? What steps did they take to either correct the problem or provide a resolution to customers? Were these reasonable and fair? Explain.
d) What steps could have been taken to reduce or prevent this failure?