Here is a frightening but too-common scenario. A long-standing business customer has received top-notch product quality and support but suddenly decides to bid the work out. Or despite a long stretch of flawless performance from you as a key vendor, your customer (or his or her boss) over-reacts to a random or relatively small quality problem. In that case you naturally ask, "Why is this happening? We have delivered so consistently to this customer and handled whatever problems came up, so....