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1. Recall: The Ultimate Test of a Quality System A product recall (Recall) is not as simple as sending out a notice and replacing …
Summary : Warranty costs and customer claims are one of the most honest feedbacks on market quality , yet they are often treated a…
1. Introduction The story doesn’t end when a product is delivered to the customer. Every returned faulty item, every customer comp…
1. Crisis Occurrence: How Was the Problem Discovered? First, let's discuss a counterintuitive fact: The 8.7% return rate did not a…