EXECUTIVE SUMMARY The Company received a number of complaints regarding the "Cry Baby" doll product after Christmas. Complaints included product malfunction, water leakage, and inability to cry when a certain button was pressed and the doll's eyes were easily removed, which was potentially dangerous for children. For this reason, an investigation into the incident was carried out. After interviewing staff, all 120 complainants, and reviewing data, reports, and guidelines, we found out. that: 1. The cause of the incident was unqualified plastic materials used in production from a new supplier. 2. Quality control guidelines and safety regulations were outdated and no longer suitable for the company. 3. A significant percentage of customers have lost confidence. about our products and consider no longer purchasing our products. Thus, external and internal solutions are suggested to the company to respond. Externally, we recommend: 1. Actively recall products from distributors and customers. Refund $300 and give a $100 toy voucher to affected customers as compensation.3. Sponsor parent-child relationship activities to rebuild the company's reputation and regain customer trust in our products. Internally, we recommend:1. Terminate the contract with the supplier and sign a new contract with the supplier whose materials have already passed the international safety test.2. Establish an independent laboratory with the implementation of new safety guidelines and regular reports, tests and reviews are carried out. TABLE OF CONTENTS 1) Executive summary........................ ...................... .........................P. 22) Introduction................................ in the middle of the document ......guideline and displayed at the intention of all employees. A weekly meeting should be organized by the department to check each step of the process. “Prevention is better than cure,” says a Chinese idiom. Failure prevention is more important than recovery actions, saving money, time and administrative procedures. Therefore, the company must adopt internal reforms to close all the loopholes.-------------------------------- ----------------- --------------------------------- ----------------- -----------------If you have any questions, please contact the undersigned at ext. 20.101. We would appreciate the opportunity to discuss the results in more detail with you and even give a presentation on it.____________________________ _____________________________LEE Hoi Tong CHENG Oi NgorCustomer Service AgentCustomer Service AgentDate: January 15, 2010