Question Details

CASE ANALYSIS
Situation Assume You Are A Salesperson For A Packaging Manufacturing Company that supplies retail stores with custom-imprinted shopping bags. The company has manufacturing facilities in Texas, Georgia, New York, and California. There are five functional areas in the company: marketing (includes sales), production, finance and accounting, customer service and shipping, and human resources. You work out of the California plant, which serves the United States west of the Rocky Mountains. Within the marketing department, your key contact is the product manager who routinely interacts with individuals from production, customer service, and shipping to coordinate production runs with promised delivery dates. The product manager has no direct authority over any of the personnel in production or customer service and shipping. For the following situations, explain how you would try to gain the cooperation of the right people to meet customer needs. It is important that you achieve customer satisfaction but not at the expense of profitability. Scenario A: A large customer unexpectedly runs out of shopping bags and is requesting a shipment within 72 hours. Normal lead time for existing customers is 10 working days. Production is fully booked, that is, there is no idle capacity in the California plant. Scenario B: A long-time customer buys three sizes of shopping bags, all shipped in identical corrugated boxes. The smallest bags are packed 500 to a box, the medium-sized bags 250 to a box, and the largest 100 to a box. Black-and-white labels on one end of the corrugated boxes denote bag sizes. The customer wants labels in three different colors to denote bag size. According to the customer, store employees could then tell at a glance if stock for a particular size was running low and thus place prompt requests for reorders. Currently, the black-and-white labels are applied by a machine as part of the manufacturing process. The color labels would have to be custom produced and hand-fed into the labeling machine, whereas existing labels are printed inexpensively in large quantities and fed automatically into the labeling machine.
Explain how you would try to gain the cooperation of the right people to meet customer needs?
Please let me know ASAP



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