Week 2 you decide
You just took a new job as general manager with a
manufacturing company. They brought you in because sales and profits are
declining. As you look into the company sales and profits issues during the
first few weeks, you also observe that in addition to the declining sales, the
company has complaints from customers about a variety of issues, including late
shipments, defective products, and wrong invoices. Your sales and manufacturing
groups blame each other and the customer for the issues, including misleading
information given to the customer by sales, incorrect information from the
customer regarding specifications, and unrealistic ship dates. On Thursday
morning of your third week, a customer called with a complaint about a
defective product. The cost of the complaint could be significant. The
department managers all have different opinions on how to handle the complaint.
By Thursday afternoon, you find that some of the required information to make
the part was missing. It was a rush job. The information is normally requested
from the customer by customer service. By late Thursday, you have the following
positions:
You have two roles here. The first is how to handle the
complaint from the customer. Secondly you must decide on the customer relations
position you want for the company.
Bob Yeader
Sales Manager
Photo of Dori Lately
Dori Lately
Operations Manager
Photo of Jennifer Garland
Jennifer Garland
CFO
Photo of Monica Milton
Monica Milton
Customer Service Representative
Photo of Sam Spaniel
Sam Spaniel
Customer
Given the scenario, your role and the information provided
by the key players involved, it is time for you to make a decision. If you are
finished reviewing this scenario, close this window and return to this Week’s
You Decide tab, in eCollege, to complete the activity for this scenario. You
can return and review this scenario again at any time.
Read the You Decide scenario and decide on a response. Your
goal is to identify the critical issues in the scenario and determine how you
would resolve the situation. Write a report correctly formatted of at least 250
words. Submit the report via the Dropbox. Remember to check your work for
spelling and grammar issues before turning it in.
