Scenario/Summary
BUSN258 – You Decide Assignment
ScenarioRolePlayersDeliverable
Scenario
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:
Role
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.
Players
Bob YeaderSales Manager
Deliverable
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.
Your Role/Assignment
Assignment
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.
