Reference no: EM132688193
Your up-line manager has called you into the office to discuss a situation they have only just become aware of. One of your major customers, Organisation X, has expressed dissatisfaction with the service provided by your organisation. You have an ongoing contract to supply this customer with goods until the end of the year. At this time the contract will be re-negotiated. Apparently, Organisation X has expressed their dissatisfaction on a number of previous occasions, but there has been no real improvement. As a result of the poor service and the problems with supply of goods, the manager of Organisation X has strongly suggested that the contract will not be extended and might, in fact, be offered to another organisation. The problems have been traced to your department/ section. One of your team members has been tardy in processing the orders and sending them through to the necessary supply department and when representatives from Organisation X have contacted the team member to confirm orders and delivery times, they have received vague assurances, but the goods ordered have either not arrived on time, or the orders have not been fuly made up.
Outline the issues and problems faced by the organisation's members. Describe how you would address them. Justify your answers and give detailed reasons for your intended actions.
How would you handle these problems, keeping several things in mind?
-The organisation should have explicit and well communicated performance standards
-Employees should receive appropriate training
-Employees should be given suitable support so they can do their jobs well
What do you think the real causes of these problems might be and how could they be addressed?
Consider the case in terms of performance management and performance counselling. Explain the steps you would take to resolve the problem and to justify your problem solutions.
Select a solution and make a decision.
What action might you take if, after you have implemented your problem solution, the situation does not improve?