The IV Products Division produces intra- venous needles (IVs) of five different sizes. During one stage of the manufacturing process, the needle is inserted into a plastic hub and bonded using epoxy glue. According to Jenny, the epoxy glue was causing the divi- sion all kinds of problems. In many cases, the epoxy wasn�t bonding correctly. The rejects were high, and the division was receiving a large number of complaints from its cus- tomers. Corrective action was needed to avoid losing sales.