MR. SAKAI: I' m sorry to have to say this, Clive, but we have got a problem.
CLIVE HARRIS: Hasn' t the consignment arrived yet?
We sent them off on...
MR. SAKAI: No, Clive, you misunderstand me, the consignment arrived two days ago.
Right on schedule.
No, the problem is with the product itself.
CLIVE HARRIS: What is it?
MR. SAKAI: Last night I had a phone call from one of my warehouse managers.
He was very excited with the new product.
He was certain that his son would love one.
So he took one home, opened it up and switched it on, and heard this...
CLIVE HARRIS: Do you have any idea how many units are defective?
MR. SAKAI: We spent the day checking the whole consignment.
Unfortunately it looks like batch numbers 993 and 994 all have the same problem.
Everything else seems fine.
But it was a long job.
My staff had to check every toy.
CLIVE HARRIS: Kazo, I will get this sorted out immediately.
MR. SAKAI: Clive, it is essential that we have these on the shelves by the end of this week.
CLIVE HARRIS: I am sending Derek Jones over on the first flight.
And I shall send Don to the suppliers to make sure it won' t happen again.
DON BRADLEY: There are two hundred fault circuit boards.
Our product for the far Eastern launch is defective.
This will damage our reputation in the market place and it' s very embarrassing for us.
I want to know what you' re going to do to remedy the situation.
MR. CLAYTON: Mr. Bradley, we have tracked down the problem.
We can guarantee that it won' t happen again.
There was a localized problem in quality control which we have isolated and rectified.
We now have a new Quality Assurance programme.
DON BRADLEY: That' s all very well but you have failed to meet the terms of the contract.
I am afraid we have no option.
We will have to terminate the contract and find a new supplier.
MR. CLAYTON: Mr. Bradley, I understand your concern and recognise that it' s a very unsatisfactory situation,
but may I point out it was just two batches that were defective...
DON BRADLEY: It may have been just two batches but we now have two hundred defective products on the market with the Bibury name on them.
MR. CLAYTON: Mr. Bradley, we appreciate that the situation has damaged your reputation.
And we are very sorry.
But we also have a good reputation.
And that reputation is built upon reliability and good relationships with our customers.
We supply many leading companies and we are very embarrassed by this incident.
I must assure you that it wn' t happen again.
DON BRADLEY: How can I be certain that it won' t happen again?
JENNY ROSS: Hello, this is Bibury Systems.
The fax machine that we hired from you has broken down.
The paper keeps jamming.
It hasn' t worked properly since you installed it.
We would like someone to come and fix it now.
Look, I spoke to someone three hours ago.
They said an engineer would come before lunch time.
But in the service agreement it says that you will send someone within twenty-four hours.
We need it fixed today.
Well, if you can' t get it repaired today then we will have to cancel our rental agreement.
KATE MCKENNA: Hello!
JENNY ROSS: Welcome back.
I hear the American launch was a great success.
KATE MCKENNA: I think we' ve cracked it.
Orders for Big Boss are right on target.
And I had a wonderful holiday.
For a few weeks I managed to stop thinking about Big Boss.
So how have things been here?
Is this post mine?
JENNY ROSS: No. This is yours.
You haven' t heard the news?
KATE MCKENNA: What' s happened?
JENNY ROSS: There' s a problem with the circuitry on some of the units that went to Japan last week.
KATE MCKENNA: What!!
JENNY ROSS: Derek flew to Tokyo to look at the problem.
KATE MCKENNA: So it' s serious.
JENNY ROSS: Yes. And Don' s gone to the component supplier to find out how it happened.
We think we have tracked the problem down to just two batches, but...
KATE MCKENNA: I don' t believe this. Where' s Clive?
JENNY ROSS: He' s in a meeting.
KATE MCKENNA: Jenny, I need to talk to him as soon as possible.
I' ve negotiated sales of over 80,000 units to the States...
DON BRADLEY: We have three options.
We can re-negotiate with Southford Components or we can work with MAGL or Parkview.
CLIVE HARRIS: A crucial factor is how quickly they can deliver.
DEREK JONES: MAGL certainly claim to be the fastest.
But I' m worried that although they are fast they may not have the best quality control.
CLIVE HARRIS: And quality control was the problem with Southford Components.
DEREK JONES: Exactly. Although they have promised that their system is improved.
DON BRADLEY: Looking at these quotations, I don' t think Parkview are the best option.
They offer a very fast delivery time, they have a very high reputation and they are the nearest supplier to the assembly line.
But they are very expensive compared with Southford.
DEREK JONES: Don, price can' t be a factor at this stage.
DON BRADLEY: I don' t agree with you.
I think we have to get the best service at the best price.
CLIVE HARRIS: I think we can re-negotiate a far better deal with Southford Components.
But we must move fast...Come in.
KATE MCKENNA: Clive, what on earth' s going on?
CLIVE HARRIS: Welcome back, Kate.
KATE MCKENNA: I' ve just spent weeks selling Big Boss in the States and now I find out there' s something wrong with it.
Why didn't anyone tell me?
CLIVE HARRIS: We only discovered this yesterday.
And we' re fairly sure that none of the defective circuits went to the States.
Now, I spoke to New York ten minute ago.
They' re running a check.
They' re ringing back tomorrow.
All the signs are that it is just those two batches in Japan.
MR. SMITH: I want to speak to Edward Green right away...please.
GERALDINE: Do you have an appointment, sir?