Reference no: EM132810630

Scenario

Mr. Herman Adams is the CEO of a large construction company in the Middle East called ZZ Top Construction. This company has been regularly doing business with a car dealership called ABC Cars, and you have been a loyal customer since 2013, purchasing 100 vehicles every year.

From 2013 to 2019, ZZ Top Construction received outstanding customer service with great prices and excellent vehicle condition. Never over these years did they have any issues, and all requirements were fulfilled by the ABC Cars top managers within the required deadlines.

In June 2020, you (as the ZZ Top CEO) were informed by formal letter, that the General Manager, Mr. Keith Helms, and the Head Sales Manager, Ms. Hind Salama, resigned from ABC Cars. In addition, you were informed that the new General Manager is Mr. Alf Bush, and the Head Sales Manager is now Mr. Atlas Morz. You have received their contact details as well.

As is customary every year, you sent a formal letter and purchase order (PO Number 129871) to ABC Cars, to the attention of General Manager Alf Bush, and Head Sales Manager Atlas Morz, to purchase only 50 brand new Nissan Titan XD vehicles due to the economic downturn caused by the COVID-19 pandemic.

In the letter, you have clearly explained that you require all 50 vehicles to be delivered to your head office located in Business Bay, Dubai, on 11 October 2020 by 5:00 pm. However, on 11 October, only 20 vehicles were delivered at 6:30 pm. The other 30 vehicles were delivered on 15 October 2020 at 5:30 pm, without informing you or your staff members.

In addition, on Friday, 16 October 2020, your staff members conducted a full inspection on each vehicle and found that 28 vehicles had scratches and other damage to the body and the interior. Furthermore, the alarming news is that seven vehicles had engine problems and need to be returned right away.

This issue has caused ZZ Top Construction a lot of problems, including inconvenience, project manager delays, staff members working on Fridays (the weekend), loss of time, and extra wages paid to staff members who had to work extra hours. Therefore, there was a loss of time and financial losses for your organization.

The CEO of ZZ Top Construction (you) is furious at the situation and demands financial compensation from ABC Cars.

Task 1 250 to 350 words

As the new General Manager of ABC Cars, write a formal letter to the CEO of ZZ Top Construction, dated 15 June 2020. Introduce yourself and explain the changes that ABC Cars went through in the past six months and the reasons. In your letter, you need to introduce the new Head Sales Manager Mr. Atlas Morz and explain his position with ABC Cars.

In your letter, you are required to give assurances that the customer service and quality at ABC will remain at highest possible levels and will be even better than before. You need to explain that the internal changes that occurred at ABC Cars will not have any impact on ZZ Top Construction. (Be Creative!)

Task 2 - 250 to 350 words

As the new Head Sales Manager from ABC Cars, you need to write a formal letter dated 17 June 2020 to the CEO of ZZ Top Construction. Introduce yourself and explain your duties and responsibilities to ZZ Top Construction. Explain to the CEO of ZZ Top Construction that you will ensure that all his requirements will be met at the specific deadlines and all operations will run smoothly. Convey the feeling to the CEO of ZZ Top Construction, that he is dealing with professionals and experts.

Some duties and responsibilities are:

Obtain the best possible prices from the GCC region
Ensure vehicles are of the highest quality
No damage to the body or interior of the vehicles will occur
Engines and transmissions have been tested and are in good working order
License tags (number plates) and warranty books are registered for each vehicle

Task 3: 250 words to 350 words

As the CEO of ZZ Top Construction you are required to write a formal letter dated 27 July 2020 to the General Manager and Head Sales Manager to make an order of 50 brand new Nissan Titan XD vehicles. You need to explain that the order for the year 2020 is 50% less than previous years due to the COVID-19 pandemic and its impact on the national economy.

In the letter you need to provide clear instructions on the following:

50 Nissan Titan XD vehicles to be delivered at your head office located in Business Bay Dubai on 11 October 2020 at 5:00 pm.
Number plates and warranty books registered for each vehicle by 11 October 2021

Full inspection reports for the engine, transmission, AC, body, and interior of each vehicle

You need to attach PO No: 129871, that has the cost per vehicle at AED 219,500 including registration, delivery fees, and VAT.

Task 4 400 to 600 words

As a long-standing customer, you are required to write a letter of formal complaint dated 18 October 2020, to the General Manager and the Head Sales Manager of ABC Cars on the situation.

You should also express your dissatisfaction and include in the letter the reasons why you are dissatisfied and request financial compensation in the amount of
AED 375,000.

Task 5  400 to 600 words

The General Manager of ABC Cars received the letter of complaint from the CEO of ZZ Top Construction.

How would you respond to this letter of complaint since this is a valued customer for the past seven years?

You request a formal meeting with the CEO of ZZ Top Construction on 21 October 2020, at 10:00 am, in his office.

Task 6 250 to 350 words

Prepare an agenda for the formal meeting between the CEO of ZZ Top Construction, the General Manager of ABC Cars, and the Head Sales Manager from ABC Cars.

Include all relevant information
Use any format you know of or can find
Include all the elements of an agenda (Be Creative!)

Task 7 400 to 600 words

As the General Manager of ABC Cars, you are required to write a formal complaint resolution letter to the CEO of ZZ Top Construction, outlining the agreements that took place in the meeting to resolve the issues.
(Be Creative!)

Task 8 1500 to 2000 words

Write an objective report.

Keep the 5 WH plan in mind

Use headings and sub-headings effectively

Use the report format you learned in class

Include all the parts of a standard report

Attachment:- Financial compensation.rar