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Use the Buffalo Bell Corporation financial statements that follow to answer questions. Buffalo Bell Corporation Consolidated Statements of Financial Position (In millions)

December 31,2012December 31,2011Assets:Current Assets Cash and cash equivalents$ 4,333 $ 4,226 Accounts and notes receivable 3,400 2,403 Short-term investments 845520Inventories, at cost433411Prepaid expense and other current assets 1,638 1,226 Total current assets 10,649 8,786 Property and equipment, net1,555 907Investments6,804 5,199 Other non-current assets303155Total assets$19,311$15,047Liabilities and stockholders’ equity: Current liabilities Accounts payable$ 7,708 $ 6,009 Accrued and other liabilities 3,676 3,033 Total current liabilities 11,384 9,042 Long-term debt 304305Other non-current liabilities 1,701 1,179 Total liabilities 13,38910,526Stockholders’ equityPreferred stock and capital in excess of $0.02 par value; shares issued and outstanding: none - -Common stock and capital in excess of $0.05 par value; shares authorized: 6,000; shares issued: 2,163 and 1,903, respectively 7,803 7,001 Treasury stock, at cost: 183 and 123 shares, respectively (6,444) (4,401) Retained earnings 4,676 1,990 Other comprehensive loss (79) (25Other(34) (44) Total stockholders’ equity 5,922 4,521 Total liabilities and stockholders’ equity$19,311$15,047\begin{matrix} \quad & \text{December 31,2012} & \text{December 31,2011}\\ \text{Assets:} & \quad & \quad\\ \text{Current Assets } & \quad & \quad\\ \text{Cash and cash equivalents} & \text{\$ 4,333 } & \text{\$ 4,226 }\\ \text{Accounts and notes receivable } & \text{3,400 } & \text{2,403 }\\ \text{Short-term investments } & \text{845} & \text{520}\\ \text{Inventories, at cost} & \text{433} & \text{411}\\ \text{Prepaid expense and other current assets } & \text{1,638 } & \text{1,226 }\\ \text{Total current assets } & \text{10,649 } & \text{8,786 }\\ \text{Property and equipment, net} & \text{1,555 } & \text{907}\\ \text{Investments} & \text{6,804 } & \text{5,199 }\\ \text{Other non-current assets} & \text{303} & \text{155}\\ \text{Total assets} & \text{\$19,311} & \text{\$15,047}\\ \text{Liabilities and stockholders’ equity: } & \quad & \quad\\ \text{Current liabilities } & \quad & \quad\\ \text{Accounts payable} & \text{\$ 7,708 } & \text{\$ 6,009 }\\ \text{Accrued and other liabilities } & \text{3,676 } & \text{3,033 }\\ \text{Total current liabilities } & \text{11,384 } & \text{9,042 }\\ \text{Long-term debt } & \text{304} & \text{305}\\ \text{Other non-current liabilities } & \text{1,701 } & \text{1,179 }\\ \text{Total liabilities } & \text{13,389} & \text{10,526}\\ \text{Stockholders’ equity} & \quad & \quad\\ \text{Preferred stock and capital in excess of \$0.02 par value; shares issued and outstanding: none} & \text{ -} & \text{ -}\\ \text{Common stock and capital in excess of \$0.05 par value; shares authorized: 6,000; shares issued: 2,163 and 1,903, respectively } & \text{7,803 } & \text{7,001 }\\ \text{Treasury stock, at cost: 183 and 123 shares, respectively } & \text{(6,444) } & \text{(4,401) }\\ \text{Retained earnings } & \text{4,676 } & \text{1,990 }\\ \text{Other comprehensive loss } & \text{(79) } & \text{(25}\\ \text{Other} & \text{(34) } & \text{(44) }\\ \text{Total stockholders’ equity } & \text{5,922 } & \text{4,521 }\\ \text{Total liabilities and stockholders’ equity} & \text{\$19,311} & \text{\$15,047}\\ \end{matrix}

Buffalo Bell Corporation Consolidated Statements of Income (In millions, except per share amounts)

Year ended December 31, 2012Year ended December 31, 2011Year ended December 31, 2010Net Revenue$42,666 $35,220 $31,111 Cost of goods sold 35,147 29,255 25,492 Gross profit 7,5195,9655,619Operating expenses:Selling, general, and administrative 3,341 3,250 2,985 Research, development, and engineering 544553536Special charges  - -512Total operating expenses 3,8853,803 4,033 Operating income 3,634 2,162 1,586 Investment and other income (loss), net 153196(30) Income before income taxes 3,787 2,358 1,556 Income tax expense 1,136 940472Net income $ 2,651$ 1,418$ 1,084 Earnings per common share: Basic$ 1.41$ 0.95$ 0.37 \begin{matrix} \quad & \text{Year ended December 31, 2012} & \text{Year ended December 31, 2011} & \text{Year ended December 31, 2010}\\ \text{Net Revenue} & \text{\$42,666 } & \text{\$35,220 } & \text{\$31,111 }\\ \text{Cost of goods sold } & \text{35,147 } & \text{29,255 } & \text{25,492 }\\ \text{Gross profit } & \text{7,519} & \text{5,965} & \text{5,619}\\ \text{Operating expenses:} & \quad & \quad & \quad\\ \text{Selling, general, and administrative } & \text{3,341 } & \text{3,250 } & \text{2,985 }\\ \text{Research, development, and engineering } & \text{544} & \text{553} & \text{536}\\ \text{Special charges } & \text{ -} & \text{ -} & \text{512}\\ \text{Total operating expenses } & \text{3,885} & \text{3,803 } & \text{4,033 }\\ \text{Operating income } & \text{3,634 } & \text{2,162 } & \text{1,586 }\\ \text{Investment and other income (loss), net } & \text{153} & \text{196} & \text{(30) }\\ \text{Income before income taxes } & \text{3,787 } & \text{2,358 } & \text{1,556 }\\ \text{Income tax expense } & \text{1,136 } & \text{940} & \text{472}\\ \text{Net income } & \text{\$ 2,651} & \text{\$ 1,418} & \text{\$ 1,084 }\\ \text{Earnings per common share: } & \quad & \quad & \quad\\ \text{Basic} & \text{\$ 1.41} & \text{\$ 0.95} & \text{\$ 0.37 }\\ \end{matrix}

How many shares of common stock did Buffalo Bell have outstanding, on average, during 2012? a. 1,880 million b. 137.9 million c. 20.1 million d. 35,147 million

Below is a reading passage followed by several multiple-choice question. Carefully read the passage and choose the best answer for the question that follows.

The following passage describes the characteristics of the Maya, Inca, and Aztec cultures of Central and South America.

To the average North American, the mere mention of Maya, Aztec, or Inca civilization evokes thoughts of great, flat-topped pyramids of mysterious origin, secret cities perched on remote mountaintops, and booby-trapped temples brimming with treasure-hoards of gold. Indeed, impressions have not changed much since the age of the Spanish explorers, who, despite 55 intentions of conquest, were also mystified by the cryptic civilizations of Mesoamerica and South America. Explorers may not have found the mythical golden city of El Dorado, but they did find three amazing cultures, each with unique characteristics.

Maya civilization, often considered to be the most exalted and mysterious of the three, inhabited the Yucatan Peninsula of Eastern Mexico as long ago as 2,6002,600 B.C. Emerging from a 1010 collection of city-states with no central government, the Maya reached a cultural peak between A.D. 250250 and 900900. The Maya, who developed an astrological calendar that allowed them to grow crops in poor soil, were originally thought to be a peaceful people, but archaeologists have since determined that intertribal warfare brought about their decline. Maya, like the Aztecs and Inca, also practiced human sacrifice. Ancient pyramids inscribed with weathered glyphs and characters from the most advanced ancient alphabet in the western hemisphere now sit abandoned, obscured by centuries of jungle growth. Maya descendants still inhabit the Yucatan, but the technology, religion, and practices of the ancient civilization must now be slowly exhumed and catalogued by archaeologists-a difficult task considering the Maya had no central ruling capital. The Maya existed in a network of city-states, with each ruling its immediate territory. Neither did 2020 the Maya have a single emperor, though its kings were venerated as godlike, as in the Inca and Aztec cultures.

The Aztecs, noted perhaps most often for their penchant for battle and human sacrifice, composed the second-largest pre-Columbian civilization in central America. Originally a nomadic society inhabiting the central basin of antediluvian Mexico, the various tribes who identified 2525 themselves as Aztec settled in the marshy region near Lake Texcoco and, in 13251325, founded the city of Tenochtitlan at the present site of Mexico City. Despite vicious religious practices, the Aztec demonstrated ingenuity by inventing an innovative farming technique to grow crops among the 30 canals of Tenochtitlan. Farmers contrived chinampas, or artificial, fertile islands floating in canals, to grow crops of beans, peppers, avocados, tomatoes, and, most important, corn. Ironically, the seemingly bloodthirsty culture, when not participating in an estimated 20,00020,000 human sacrifices a year, took great interest in the beauty of nature; Aztecs, who lacked plows or beasts of burden, took the time to grow beautiful flowers strictly for decoration. Before falling to the Spanish in 15211521, the Aztecs left several permanent contributions to history and to the explorers of the New World: chocolate, derived from indigenous cacao beans; tomatoes, potatoes, and numerous other vegetables that have long become staples to the rest of the world; and, as testament to the artisans among the Aztecs, an accurate, 2424-ton limestone calendar that took more than fifty years to construct.

Inca, whose feats of engineering baffle modern architects, dominated the west coast of South America from 13001300 to 15351535. Like the Aztecs, the Inca practiced human sacrifice and lacked a written language; however, the Inca made up for language shortcomings with advanced architecture and a complex government. In addition to having the most advanced medical and surgical techniques of the ancient Americas, the Inca constructed more than 12,00012,000 miles of roadway and aqueducts to supply taxpaying and labor-contributing tribes throughout the empire.

The precise, intricate stonemasonry of Inca pyramids, fortresses, and walls commands the respect of even modern masons. Inca architecture still dots the Andean mountains and highlands as the timeless endeavors of a lost people.

In spite of the achievements and predominance of the two civilizations intact after Columbus arrived in the New World, they found themselves at the mercy of the Spaniards during the sixteenth century. Hernando Cortez, who sought control of the Aztec Empire, or Mexican Empire, began his quest in 15191519 by forming alliances with tribes who were displeased with the leadership of Montezuma II in Tenochtitlan. Cortez went to the city and took Montezuma hostage, taking advantage of the fact that Aztecs thought that the Spaniards were descendants of their god, Quetzalcoatl, and had come to fulfill a prophecy. Aztec prophets had prognosticated that bearded men would arrive from the east, or the land of the sun god-the Aztec conception of heaven. Montezuma was killed during a short uprising in 15211521 while instructing the Aztecs to make peace with the Spaniards. The Spaniards were forced to retreat from the city, but they soon regrouped and besieged the Aztec capital. After the eventual surrender, Cortez burned the city and destroyed the greatest monuments of Aztec culture.

The Inca Empire shared a fate similar to that of the Aztec, but at the hands of a conquistador more sinister than Cortez. Francisco Pizarro, motivated by legends of treasure, captured the Inca ruler Atahualpa during their first meeting. Atahualpa offered a ransom for himself that consisted of a roomful of gold. Atahualpa revealed the location of the treasure to Pizarro, and Pizarro promptly executed the ruler and seized control of Cuzco, the Inca capital. Pizarro was eventually killed by his own people, but the Inca Empire was forever lost.

Aztecs, Inca, and Maya who escaped the iron swords and gunpowder of the Europeans instead suffered the old world diseases that accompanied the explorers. Entire tribes vanished as smallpox, scarlet fever, and influenza decimated the native population of the Americas. Those who survived were forced to abandon their customs and live beneath Spanish rule for the next three centuries.

Millions of tourists now visit Mexico and Peru to see the remnants of the Maya, Aztec, and Inca civilizations. Though weathered or overgrown, the relics stand as permanent markers of the ingenuity and art of the pre-Columbian civilizations. Archaeologists and treasure hunters scour newly discovered burial platforms and caves in search of knowledge that might contribute to the modern understanding of the lost cultures, and also, undoubtedly, to find relics made of that one material valued by both the ancient and modern worlds: gold.

Choose the phrase from the passage that fits the best to question 44A.

A. "...20,00020,000 human sacrifices a year..."

B. "...after Columbus arrived in the New World..."

C. "Cortez went to the city and took Montezuma hostage..."

D. "...Yucatan Peninsula of Eastern Mexico..."

E. "...dominated the west coast of South America..."

Below is a reading passage followed by several multiple-choice question. Carefully read the passage and choose the best answer for the question that follows.

The following passage describes the characteristics of the Maya, Inca, and Aztec cultures of Central and South America.

To the average North American, the mere mention of Maya, Aztec, or Inca civilization evokes thoughts of great, flat-topped pyramids of mysterious origin, secret cities perched on remote mountaintops, and booby-trapped temples brimming with treasure-hoards of gold. Indeed, impressions have not changed much since the age of the Spanish explorers, who, despite 55 intentions of conquest, were also mystified by the cryptic civilizations of Mesoamerica and South America. Explorers may not have found the mythical golden city of El Dorado, but they did find three amazing cultures, each with unique characteristics.

Maya civilization, often considered to be the most exalted and mysterious of the three, inhabited the Yucatan Peninsula of Eastern Mexico as long ago as 2,6002,600 B.C. Emerging from a 1010 collection of city-states with no central government, the Maya reached a cultural peak between A.D. 250250 and 900900. The Maya, who developed an astrological calendar that allowed them to grow crops in poor soil, were originally thought to be a peaceful people, but archaeologists have since determined that intertribal warfare brought about their decline. Maya, like the Aztecs and Inca, also practiced human sacrifice. Ancient pyramids inscribed with weathered glyphs and characters from the most advanced ancient alphabet in the western hemisphere now sit abandoned, obscured by centuries of jungle growth. Maya descendants still inhabit the Yucatan, but the technology, religion, and practices of the ancient civilization must now be slowly exhumed and catalogued by archaeologists-a difficult task considering the Maya had no central ruling capital. The Maya existed in a network of city-states, with each ruling its immediate territory. Neither did 2020 the Maya have a single emperor, though its kings were venerated as godlike, as in the Inca and Aztec cultures.

The Aztecs, noted perhaps most often for their penchant for battle and human sacrifice, composed the second-largest pre-Columbian civilization in central America. Originally a nomadic society inhabiting the central basin of antediluvian Mexico, the various tribes who identified 2525 themselves as Aztec settled in the marshy region near Lake Texcoco and, in 13251325, founded the city of Tenochtitlan at the present site of Mexico City. Despite vicious religious practices, the Aztec demonstrated ingenuity by inventing an innovative farming technique to grow crops among the 30 canals of Tenochtitlan. Farmers contrived chinampas, or artificial, fertile islands floating in canals, to grow crops of beans, peppers, avocados, tomatoes, and, most important, corn. Ironically, the seemingly bloodthirsty culture, when not participating in an estimated 20,00020,000 human sacrifices a year, took great interest in the beauty of nature; Aztecs, who lacked plows or beasts of burden, took the time to grow beautiful flowers strictly for decoration. Before falling to the Spanish in 15211521, the Aztecs left several permanent contributions to history and to the explorers of the New World: chocolate, derived from indigenous cacao beans; tomatoes, potatoes, and numerous other vegetables that have long become staples to the rest of the world; and, as testament to the artisans among the Aztecs, an accurate, 2424-ton limestone calendar that took more than fifty years to construct.

Inca, whose feats of engineering baffle modern architects, dominated the west coast of South America from 13001300 to 15351535. Like the Aztecs, the Inca practiced human sacrifice and lacked a written language; however, the Inca made up for language shortcomings with advanced architecture and a complex government. In addition to having the most advanced medical and surgical techniques of the ancient Americas, the Inca constructed more than 12,00012,000 miles of roadway and aqueducts to supply taxpaying and labor-contributing tribes throughout the empire.

The precise, intricate stonemasonry of Inca pyramids, fortresses, and walls commands the respect of even modern masons. Inca architecture still dots the Andean mountains and highlands as the timeless endeavors of a lost people.

In spite of the achievements and predominance of the two civilizations intact after Columbus arrived in the New World, they found themselves at the mercy of the Spaniards during the sixteenth century. Hernando Cortez, who sought control of the Aztec Empire, or Mexican Empire, began his quest in 15191519 by forming alliances with tribes who were displeased with the leadership of Montezuma II in Tenochtitlan. Cortez went to the city and took Montezuma hostage, taking advantage of the fact that Aztecs thought that the Spaniards were descendants of their god, Quetzalcoatl, and had come to fulfill a prophecy. Aztec prophets had prognosticated that bearded men would arrive from the east, or the land of the sun god-the Aztec conception of heaven. Montezuma was killed during a short uprising in 15211521 while instructing the Aztecs to make peace with the Spaniards. The Spaniards were forced to retreat from the city, but they soon regrouped and besieged the Aztec capital. After the eventual surrender, Cortez burned the city and destroyed the greatest monuments of Aztec culture.

The Inca Empire shared a fate similar to that of the Aztec, but at the hands of a conquistador more sinister than Cortez. Francisco Pizarro, motivated by legends of treasure, captured the Inca ruler Atahualpa during their first meeting. Atahualpa offered a ransom for himself that consisted of a roomful of gold. Atahualpa revealed the location of the treasure to Pizarro, and Pizarro promptly executed the ruler and seized control of Cuzco, the Inca capital. Pizarro was eventually killed by his own people, but the Inca Empire was forever lost.

Aztecs, Inca, and Maya who escaped the iron swords and gunpowder of the Europeans instead suffered the old world diseases that accompanied the explorers. Entire tribes vanished as smallpox, scarlet fever, and influenza decimated the native population of the Americas. Those who survived were forced to abandon their customs and live beneath Spanish rule for the next three centuries.

Millions of tourists now visit Mexico and Peru to see the remnants of the Maya, Aztec, and Inca civilizations. Though weathered or overgrown, the relics stand as permanent markers of the ingenuity and art of the pre-Columbian civilizations. Archaeologists and treasure hunters scour newly discovered burial platforms and caves in search of knowledge that might contribute to the modern understanding of the lost cultures, and also, undoubtedly, to find relics made of that one material valued by both the ancient and modern worlds: gold.

Which detail from the passage best supports the answer to question 1010A?

A. descriptions of the Inca religion

B. floating gardens and agriculture

C. the central influence of gold in the motives of explorers

D. the conquistadors' strategies for success

E. specific dates for the cultural peak of each civilization

Question

Laser News Technology, Inc. manufactures computerized laser printing equipment used by newspaper publishers throughout North America. In recent years, the company's market share has been eroded by stiff competition from Asian and European competitors. Price and product quality are the two key areas in which companies compete in this market.

Ben McDonough, Laser News Technology's president, decided to devote more resources to the improvement of product quality after learning that his company's products had been ranked fourth in product quality in a recent survey of newspaper publishers. He believed that the company could no longer afford to ignore the importance of product quality. McDonough set up a task force that he headed to implement a formal quality-improvement program. Included on the task force were representatives from engineering, sales, customer service, production, and accounting, as McDonough believed this was a companywide program and all employees should share the responsibility for its success.

After the first meeting of the task force, Sheila Hayes, manager of sales, asked Tony Reese, the production manager, what he thought of the proposed program. Reese replied, "I have reservations. Quality is too abstract to be attaching costs to it and then to be holding you and me responsible for cost improvements. I like to work with goals that I can see and count! I don't like my annual income to be based on a decrease in quality costs; there are too many variables that we have no control over!"

Laser News Technology's quality-improvement program has now been in operation for 1818 months, and the following quality cost report has recently been issued. As they were reviewing the report, Hayes asked Reese what he thought of the quality program now. "The work is really moving through the Production Department," replied Reese. "We used to spend time helping the Customer Service Department solve their problems, but they are leaving us alone these days. I have no complaints so far. I'll be anxious to see how much the program increases our bonuses."

 LASER NEWS TECHNOLOGY, INC.  Cost of Quality Report  (in thousands) \begin{gathered} \textbf{ LASER NEWS TECHNOLOGY, INC. } \\ \textbf{ Cost of Quality Report } \\ \textbf{ (in thousands) } \end{gathered}

 Quarter Ended  6/30/x0  9/30/x0  12/31/x0  3/31/x1  6/30/x1  9/30/x1  Prevention costs:  Design review $20$102$111$100$104$95 Machine maintenance 215215202190170160 Training suppliers 54525202015 Total $240$362$338$310$294$270 Appraisal costs:  Incoming inspection $45$53$57$36$34$22 Final testing 16016015414011594 Total $205$213$211$176$149$116 Internal failure costs:  Rework $120$106$114$88$78$62 Scrap 686453424040 Total $188$170$167$130$118$102 External failure costs:  Warranty repairs $69$31$24$25$23$23 Customer returns 2622511221168780 Total $331$282$146$141$110$103 Total quality cost $964$1,027$862$757$671$591 Total production cost $4,120$4,540$4,380$4,650$4,580$4,510\begin{array}{lrrrrrr} &&& \textbf{ Quarter Ended } \\ \hline & \textbf{ 6/30/x0 } & \textbf{ 9/30/x0 } & \textbf{ 12/31/x0 } & \textbf{ 3/31/x1 } & \textbf{ 6/30/x1 } & \textbf{ 9/30/x1 } \\ \text{ Prevention costs: } & \\ \quad \text{ Design review } & \$ 20 & \$ 102 & \$ 111 & \$ 100 & \$ 104 & \$ 95 \\ \quad \text{ Machine maintenance } & 215 & 215 & 202 & 190 & 170 & 160 \\ \quad \text{ Training suppliers } & \underline{ 5 } & \underline{ 45 } & \underline{ 25 } & \underline{ 20 } & \underline{ 20 } & \underline{ 15 } \\ \quad \quad \text{ Total } & \underline{ \underline{ \$ 240 }} & \underline{ \underline{ \$ 362 }} & \underline{ \underline{ \$ 338 }} & \underline{ \underline{ \$ 310 }} & \underline{ \underline{ \$ 294 }} & \underline{ \underline{ \$ 270 }} \\ \text{ Appraisal costs: } & \\ \quad \text{ Incoming inspection } & \$ 45 & \$ 53 & \$ 57 & \$ 36 & \$ 34 & \$ 22 \\ \quad \text{ Final testing } & \underline{ 160 } & \underline{ 160 } & \underline{ 154 } & \underline{ 140 } & \underline{ 115 } & \underline{ 94 } \\ \quad \quad \text{ Total } & \underline{ \$ 205 } & \underline{ \$ 213 } & \underline{ \$ 211 } & \underline{ \$ 176 } & \underline{ \$ 149 } & \underline{ \$ 116 } \\ \text{ Internal failure costs: } & \\ \quad \text{ Rework } & \$ 120 & \$ 106 & \$ 114 & \$ 88 & \$ 78 & \$ 62 \\ \quad \text{ Scrap } & \underline{ 68 } & \underline{ 64 } & \underline{ 53 } & \underline{ 42 } & \underline{ 40 } & \underline{ 40 } \\ \quad \quad \text{ Total } & \underline{ \$ 188 } & \underline{ \$ 170 } & \underline{ \$ 167 } & \underline{ \$ 130 } & \underline{ \$ 118 } & \underline{ \$ 102 } \\ \text{ External failure costs: } & \\ \quad \text{ Warranty repairs } & \$ 69 & \$ 31 & \$ 24 & \$ 25 & \$ 23 & \$ 23 \\ \quad \text{ Customer returns } & \underline{ 262 } & \underline{ 251 } & \underline{ 122 } & \underline{ 116 } & \underline{ 87 } & \underline{ 80 } \\ \quad \quad \text{ Total } & \underline{ \$ 331 } & \underline{ \$ 282 } & \underline{ \$ 146 } & \underline{ \$ 141 } & \underline{ \$ 110 } & \underline{ \$ 103 } \\ \text{ Total quality cost } & \underline{ \underline{ \$ 964 }} & \underline{ \underline{ \$ 1,027 }} & \underline{ \underline{ \$ 862 }} & \underline{ \underline{ \$ 757 }} & \underline{ \underline{ \$ 671 }} & \underline{ \underline{ \$ 591 }} \\ \text{ Total production cost } & \underline{ \underline{ \$ 4,120 }} & \underline{ \underline{ \$ 4,540 }} & \underline{ \underline{ \$ 4,380 }} & \underline{ \underline{ \$ 4,650 }} & \underline{ \underline{ \$ 4,580 }} & \underline{ \underline{ \$ 4,510 }} \end{array}

1.1. Identify at least three factors that should be present for an organization to successfully implement a quality improvement program.

2.2. By analyzing the cost of quality report presented, determine if Laser News Technology's quality improvement program has been successful. List specific evidence to support your answer.

3.3. Discuss why Tony Reese's current reaction to the quality improvement program is more favorable than his initial reaction.

4.4. Laser News Technology's president believed that the quality improvement program was essential and that the firm could no longer afford to ignore the importance of product quality. Discuss how the company could measure the opportunity cost of not implementing the quality-improvement program.

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