Reference no: EM133092292

Mary works in a despatch role where her primary duties are to prepare the documents and attaches to the products for shipment. She has no direct contact with customers and believes she has no responsibility for quality management. If a mistake is made with a shipment, she doesn't feel that it is her responsibility as she is only paid to stick the address labels on the products ready for shipment. If you were to ask her who the customers are and what specific requirements they have, she wouldn't be able to tell you. She feels it's up to the customer service people in the organisation to worry about the customer needs. Mary has a warm friendly demeanour and gets on well with her co-workers.

What is wrong with Mary's attitude and with the organisational system?

How do you think attitudes like Mary's impact on other employees, on the supply chain and the organisation's outcomes?

What do you think should be done to make Mary more aware of her responsibilities toward the organisation's customers?

Why is it necessary that she understand that she has a very definite role to play about customer service?

How can these problems be overcome?