Tracing the Trouble It is easy to trace the flow of a poor product or service. The production employees are generally the first to recognize a problem. At the other end, sales personnel might try to hide or ignore any problems. The production employees recognize that the design of the product, or the assembly process, results in deficiencies. Management reassures them that the design is fine.
Clients try to determine if the problem is with their use of the product or the product itself.
Customer support is contacted by the clients. Support personnel notice a trend, either with the product or its usability. Clients complain to support staff, who in turn complain to the production employees. Morale begins to decline. Customers write to trade publications, poor reviews are published, and sales level-off or begin to decline.