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He will probably find observation and reviewing whatever documentation is available to also be of some use. A customer questionnaire may also produce useful information. Questions that will aid in understanding the concerns about product quality include: What is it, specifically, that customers are complaining about? Has anything happened to change product quality during the past few years? Is poor product quality the result of: Poor quality materials? Inadequate product specifications? If so, can specifications be altered to improve quality? Low employee morale? Changes in production procedures? (Expand to include other possibilities for the poor quality) Does the company employ a total quality management (TQM) program? Would a TQM program be beneficial? Questions that will aid in understanding the bad debt problem include: Has the company recently changed its credit policy? If so, why? Are certain customer groups more delinquent than others? What collection procedure

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