 Recognize the problem and the need for a decision  Identify the objective of the decision  Gather and evaluate data and diagnose the situation  List and evaluate alternatives  Select best course of action  Implement decision  Gather feedback  Follow-up

 Accelerator pedals were sticking to floor and floor mats were trapping them in place  Poor communication between management teams to prevent and solve problem  Injuries and deaths occurred because of this defect  Customer loyalty decreasing because of defect and management’s knowledge prior to accidents occurring

 Identify source of defect  Recall defective vehicles  Replace parts in defective vehicles  Implementing preventative tactics  Re-evaluate procedures

 Launch investigation with NASA engineers  National Academy of Science will aid in investigations  SMART will evaluate customer responses to problems  Chief Quality Officer will compile data from all sources in a report to be reviewed

 Expand use of Event Data Recorders  Expand use of Remote Communications  Incorporate a Brake Override System (BOS)  Re-evaluate the Quality Control System

 Recall all models that might have defective parts  Listen to and evaluate customers’ complaints about recalled models  Compile a package for customers injured by defective models

 Company-wide memo stating our new plan of action  Meetings with each individual department to implement new strategies  Provide new training or training refresher courses for employees  Split employees into teams for each vehicle model

 Survey car owners  Check sales figures  Survey and meet with quality control teams to ensure new procedures are being followed and are working

 Six month plan to observe and analyze new procedures  Monthly meetings with management consultant and Yoda department heads  Bi-weekly meeting with Chief Quality Officer