Is The Critical Issue ( S ) Confronting Wcc North America? Essay

Section 1 – Understand the factors that affect an organisation and the customer service role

3. How can supply chain design and integration help John Wolf reduce investment and space requirements while maintaining adequate service levels?

Section 1 – Understand the factors that affect an organisation and the customer service role

3. Communicate with the other divisions on a continued monthly basis which will help with sharing ideas from what the customers provide to the Customer’s Research and Development division

Key questions should be related to the personnel and the organizational structure, whether local staff to be in the front line “interact with the customer”, positions and titles for local employees and for the international staff.

Smith Systems Consulting’s issues revolve around deficiencies in the processes and procedures that they employ, or choose not to employ. The work that they do is top notch, but keeping track of the details and presenting them in a favorable light is the primary focus of the work that needs to be done. The best case scenario will have to be a top down approach with a trickle-down effect. Train the senior members of management on new techniques for how to handle customer interactions and new techniques for how to build a customer’s confidence. Many times in industry it is not enough to simply solve your customer’s problems; after all you not only selling your services, you are selling yourself as well.

* Customer Dissatisfaction - Delivery and quality problems invariably result in decreased customer satisfaction, which may be compounded by poor service

3.     What major problems might you encounter with your new sales force structure as it relates to both external factors (customers) and internal factors (employee reactions)?

* The challenges of serving corporate customers with a variety of needs in terms of size of organization and how progressive and open to change these companies were. Based on the

Deriving from this structure, with regard to separate businesses, each division demanded standardization and had an overall "Frankfurt is Orlando" mindset. However, it was recognized that each division was very different than the next and had varying distribution and selling methodologies. Hence, each division would have its own instance of the system to manage the customer fulfillment process, and a decentralized approach to implementation details (such as each division choosing its own partners). This minimized the risk of having the relative requirements of one organization driving the practices of another.

The issues encountered can occur on both the company and customer side, among them are the

Excellent customer service is a way to set the organization apart from its competitors. Differentiation can be achieved through fast and correct execution of product ordering. To improve on the order process it is important to have the correct information provided in a timely fashion to all divisions. For integration to be successful information must be available throughout the entire supply chain.

Define the situation (case summary) Define the major issues, conflicts, and the network . Describe the options (alternatives) for solving these issues. Several internal and external influences serve as contributing factors in the reconsideration of the company’s current system. Changes in customer demands, domestic and global competition, and a unique decentralized management system is now forcing the Westminster Company to reevaluate their traditional supply chain practices. (Bowersox & M.B., 2014) Westminster’s domestic operations consist of three separate companies that sell and distribute products to several of the same customers. (Bowersox & M.B., 2014) At first glance consolidation of the systems can significantly improve

DIMCO may gain many advantages by implementing supply management chain. Implementing SCM can reduce problems within the company’s internal functions, external suppliers, and external distributors. Some advantages DIMCO can gain from implementing SCM are as follows; the supply chain would improve the quality of service to the end user; reduce channel cost; and create a competitive advantage. (Reid & Sanders, 2010) The implementations of SCM will strengthen DIMCO partnership with suppliers and distributors. Supply chain management can also prevent such challenges such as the bullwhip effect, caused by erratic replenishment of orders placed on different levels in the supply chain that have no apparent link to final product demand. (Reid & Sanders, 2010) An effective and efficient SCM will allow partners to share information concerning health, safety, government regulations and environmental issues. SCM will provide a common network for communications, suggestions, and feedback. This will assist DIMCO in meeting the need of customers quickly and in an efficient manner. Overall, SCM would assist in