CQ1: Read the Background of WCH. Read the section "A product defect".

Imagine you are the leader of WCH. What mistakes do you think we're made
in the way the problem was handled? How could the mistake be remedied?

The mistakes that are made in the problem-solving approach are:

- The first is: the service department did not convince the customer to bring
the phone to the store to check and repair whether the phone was damaged
by the customer or the company's fault, but directly Next send another phone
to replace.
- Second: the customer service department ignored the error of the phone
without reporting it to the marketing or R&D department
- Finally: after having similar complaints, the service department still did not
realize the seriousness of the problem leading to the phone being withdrawn
from the market.
- I think the management of the company needs to re-establish the rules
closely and make them available to all departments. In case of violation, they
will be severely handled, even fired when affecting the company's reputation
and product quality. Besides, the R&D department needs to invest more in
product quality and fix even the smallest errors.