This case describes the managerial challenge faced by a mid-size hardware and software services company in determining the course of action that needs to be taken to address certain productivity and quality concerns raised by their customer. As the managing director of the company investigates the cause of the poor quality and under-productivity of a project team, he receives a plethora of equally plausible causes along with supporting data. The challenge is to sift through the myriad problems and causes in a systematic manner to identify the best course of action. This case is rooted in a B2B service business setting and can be used to comprehensively demonstrate the application and utility of the various quality control tools for managerial decision making.

Spreadsheet supplement for case IMB833.