the costs of failing to meet customer requirements or expectations, and reinvest those savings into preventing problems as they go that do not meet the customer’s requirements, and checking to make sure that the eBook and all of its components conform to the customer’s requirements. Catching some of the quality problems sooner, before the entire eBook is produced will also reduce the internal failure costs that they are experiencing. These internal failure costs are rework and re-checking following the quality checks by Quality and the customer service representative. Comment on the following aspects of the case study: a) Consider the problems that Samantha and the group identified. What do you think are the causes of these problems? b) What would you suggest they do differently to eliminate these problems? c) Who should be responsible for quality? What would you recommend be the specific responsibilities of each identified role? d) What prevention activities would you suggest to prevent poor quality in the eBook products? Examples could be planning for quality activities or team building activities focused on improving quality e) What appraisal activities would you suggest to evaluate the eBook product to ensure that it meets quality standards and customer requirements? Should they add in-process checks of eBook components in addition to their current final inspection/tests? If so, who should do these? f) What would you suggest they do to involve team members more in pursuit of high quality eBooks for their customers?