Top managers need to 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), you will achieve more productive operations. If Toys, Inc. specifically did not want to hire additional positions for quality inspection, it could outsource to a company like SATRA which, on its website, states: “SATRA can assess the risk of injury caused by a toy, as well as carry out analyzes 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). Quality when it comes to the manufacturing of toys, especially those that have moving parts, also comes with safety concerns. “Market watchdog officials 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 poor-quality toy, especially one that they already know is poor quality, with having a trade-in program as potentially dangerous for their son or daughter. Continuing to have customer dissatisfaction will further call into question the quality of our product and, consequently, the safety of our