You Decide Case

The goal is to identify the critical issues in the scenario and determine how you would resolve. Write a report correctly formatted of at least 125 words. Drop the report in the DropBox. Remember to run the spelling and grammar checker on your work before turning it in.

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.

The major issue here is the customer needs a part that was supposed to be finished last week. Today, Thursday, the customer does not have their part. The part we made does not meet their requirements and it would be costly for us to run the part again. It is important to resolve this customer's problem quickly to support our ongoing relationship for future business. I would call the customer personally and apologize for the delay and confusion about the customer's order. I would then explain the situation as we received the customer's product specifications after production had begun. After explaining the situation to the customer, we would then work to resolve the current issue. Although the customer may have to wait some additional time for is part the company would be willing to remake the part at our expense.

To alleviate future conflictions I would have customer service tell the customer we cannot and will not start production on their part until we have all the needed information. That way all information is received before production begins to ensure the part specifications match customer requirements. Secondly, I would add a grace period for production. This will help to reduce time constraints, product defects and unhappy customers by offering additional time for the part's production. Customers may not be enthusiastic about an additional 2-3 day wait but this extra time would greatly reduce production and customer conflicts. There also seems to be some infrastructural issues with the company and I would work to resolve these by holding frequent meetings with all employees to go over company goals, current sales and production rates and I would also express that it is each department's responsibility to work together for the greater good of the company.