representatives. The standard job template doesn't suggest that supervisors plan into their project any reviews or checkpoints at which quality can be verified. The only quality checks come after the eBook is finished. This does quality checks of the whole eBook, but doesn't allow for checks on each component -content formats, correct conversions or desk top publishing checks. - These two factors lead to a perception among team members that quality is just simply some testing by some other groups (quality and customer service), rather than a way of working and reviewing or checking work as they proceed. Further, many team members don't even see quality as their responsibility, because it's something done by someone else. - One of the challenges facing the customer service representatives is that they do test each eBook, but they cannot always check each eBook in an environment that is the same as that used by the end users of the eBook. Sometimes users have different equipment than the customer service representatives have to use for their testing. There are times when this causes surprises after the eBook is released. This leads to external failure costs for dealing with processing customer complaints, dealing with rework to fix the eBooks, and releasing a revised eBook. Luckily the customers handle distribution to their users, so Global Green Books is not bearing the cost of customer retums and warranty claims that they might have if they were selling a consumer product directly to consurjers. The group agrees that they would like to make some changes to bring their total quality costs below the costs of quality that they are currently incurring. This means that they want to reduce the costs of failing to meet customer requirements or expectations, and reinvest those savings into preventing problems as they go that do not meet the customer's requirements, and checking to make sure that the eBook and all of its components conform to the customer's requirements. Catching some of the quality problems sooner, before the entire eBook is produced will also reduce the internal failure costs that they are experiencing. These internal failure costs are rework and re-checking following the quality checks by Quality and the customer service representative