Reference no: EM133085233

Case study

Louis Industrial Garage Ltd is a private family owned company that supplies American and European on/off-road truck, trailer, tractor parts and accessories. The company has been founded from 1966 (54 years old) and has been Jamaica's and the Caribbean's largest company that supplies heavy duty spare parts. They are currently located at 77-89 Park Way Six Miles, Kingston 11, Jamaica, taking up land space of approximately two acres.

The CEO of LIG is presently Mr. Dean Francis who has been in this position for over 15 years, Mr. Dean Francis the son of Mr. Loui Francis who is the founder of Louis' Industrial Garage Ltd. known as LIG. Mr. Dean Francis was previously the company's Marketing Director but later was promoted to CEO as Mr. Loui Francis stepped down from the position.

Mr. Dean Francis was exposed to a lot of the methods that were used to accomplish the company's goals but he also saw room for improvement and had his own vision for the direction of the company, so Louis' Industrial Garage which was previously a garage where repairs were done on was transformed into an industry that provides a wide collection of heavy-duty spares.

Louis Industrial Garage mission statement is "To be Jamaica's number one truck and trailer parts and accessories store that is focused on quality, integrity and great customer relationships". They strive to offer quality services and products at the best and affordable price available on the market. They take great pride in how the company is viewed as a whole in which they have taken a stance to be an educator industry that has maintained a level of discipline over the years. LIG'S goal is to educate as much mechanics in Jamaica and owner of heavy duty vehicles, on proper installation procedures and the importance of quality products.

Strategic decisions are important decision that an organization makes that impacts its objectives, its goals and other important policy matters. These decisions are usually long term and involves huge investment or funds. Strategic decisions are normally taken at the highest level of the organization and usually involves the Board of Directors. These types of decisions based on their nature and level of risk, usually requires careful analysis and evaluation.

Provide a explanation to the question below

Does your company keep customer complaint records? If yes, what are some of the complaints?

How do they decide what products to carry?

How do they collect data, is it from surveys? How is the info used in decision making?