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Essay "Cry Baby" Complaints

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EXECUTIVE SUMMARY
The Company had received a number of complaints about the product of “Cry Baby” doll after Christmas. The complaints were about the malfunction of the product that leakage of water and unable to cry when pressed the certain button, and the doll’s eyes were easily removed that harmful to children potentially. For that reason, an investigation into the incident was conducted.

After interviewed with staff, the 120 complainants and looked into the data, reports and guidelines, we found that:
1. The cause of the incident was the unqualified plastic materials used in production from a new supplier.
2. The quality control guidance and safety regulations were obsolete that no more suitable for the company.
3. A significant …show more content…

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4) Details of Investigation…...............................................................P. 5
5) Findings......................................................................................P. 6
6) Conclusions.................................................................................P. 7
7) Recommendations
i. External PR measures (by Cheng Oi-ngor, Carol)…..…….P. 8-10 ii. Internal improvement (by Lee Hoi-tong, Jessica)..............P. 10-11
8) References................................................................................P. 12 INTRODUCTION
Teams of Authorization
On 29 December 2009, an urgent meeting with the managing director, Ms. Irene Tsoi, was held regarding a number of complaints received about our “Cry Baby” doll. Our team was assigned to investigate and prepare a report on findings and follow-up actions suggested. The investigation report is to be submitted by 15 January 2010.

Background
On 29 December 2009, a notice from the Consumer Council that they had received 120 complaints about our product - the “Cry Baby” doll. The “Cry Baby” doll was launched in January 2009. It can be filled with water and then “cries with tear” when pressed certain button. It is suitable for children over 3 years old. It was popular when first sold in the market. The dolls retail for $300 and about 1,000 were sold at Christmas.

The complaints were mainly on two issues. The first one is the

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