Your Customers' Perception of Quality

A Framework to Derive the Right Investments  •  91

5. Unsatisfactory return policy with vendors. If vendors charge exces-

sive restocking fees or require extensive paperwork for each return,

management may feel it’s easier to keep the stock on display, believing

that sooner or later it will sell.

Once the 5 Whys exercise has been completed, it’s time to analyze

the ndings.

Analysis

Look at the rst “why” identied. If sales targets were better understood,

how, if at all, would that impact the problem of “too much merchandise

on the sales oor”? Is it possible that less would be ordered, and that only

Sales people quote

different prices

Cluttered ...