Recently, a customer in a store purchased over $100 worth of household cleaning supplies

As the clerk bagged the purchases, the customer notice that the bags were flimsy and the items (laundry soap, detergent, cleanser, furniture polish, bleach, ammonia, etc.) were rather heavy. The customer requested that the items be separated into several different bags and double-bagged to avoid ripping the bags.

Though the store was not busy and non one else was waiting in line, instead of complying with the customer's request, the clerk hefted the bag in the air and said "it should hold up". The customer insisted, but the clerk refused to double-bag or provide more bags. As the customer left the store, several of the bags ripped. The customer ended up returning for bags and re-bagging the items without the aid of the clerk. The customer has decided not to patronize the tore in the future. Which of Deming's fourteen points do you think is applicable here?

What will be an ideal response?

Continually improve the process of doing business
Don't award based on price tag alone (cheap bags)
Training (poorly trained clerk, no customer service)
Break down barriers between departments (Is anyone telling purchasing that the customers are upset about the bags?)
Pride of workmanship (lousy bags that employees can't do anything about)