Senior managers should be reminded that they are ultimately responsible for the quality of a product and the company. Quality management is one of the keys. By defining quality in operational terms, understanding the costs and benefits of quality, recognizing the consequences of poor quality, and recognizing the need for ethical behavior (Stevenson, 2012) will lead to a more productive operation. If Toys, Inc. specifically does not want to hire additional positions to inspect quality, it could subcontract to a company such as SATRA which, on its website, states: "SATRA can assess the risk of injury from a toy , as well as perform analyses. for the presence of restricted metals such as lead, chromium and mercury (2015). Quality is the ability of a product or service to consistently meet or exceed customer expectations (Stevenson, 2012). The quality of manufacturing of toys, especially those with moving parts, also poses safety concerns. “Market watchers and technology experts have warned parents to pay more attention to the quality of the toys they buy to better protect their children (Hazell, C 2011). » Parents will associate a poorly made toy, especially one that already knows it is of poor quality through a trade-in program, as potentially dangerous to their son or daughter. Continuing to have dissatisfied customers will further call into question the quality of our product and, therefore, the safety of our products.