Magrec, Inc. Case Study
1. I would let a day pass and then request another meeting with Dinah indicating a sincere desire to work through the matter and the need to come to an understanding and agreement of how to work together and with the team moving forward. At that meeting, I would start off and thank Dinah for bringing the Partco matter to my attention. I would communicate with Dinah that I respect her strong feelings and beliefs behind her actions regarding the Partco matter but indicate that if she felt that strongly about the action step I planned to take, that she should have spoken again with me or another manager within our company instead of contacting the customer direct. She should know that by going directly to the customer with the matter the way she did cause a ripple effect in the customer base and consequently, the company has suffered great financial hardship. I would suggest to her that we could have addressed the matter with Partco in a way that would have made them aware of our mistake, offer recompense and still keep our relationship with Partco in tact without affecting the existing customer base. After making sure I communicated that I disagreed with her actions, the effect it had on the business, and moving forward I would appreciate that we discuss disagreeing opinions before she pursue action like she did with the Partco matter, I would reassure Dinah that she is a valuable asset to the company and that her performance and accomplishments p...
1. As the person, responsible for labor relations at Barrera Recycling Company, articulate a case to support your contention that there was just cause for the discharge of Erin McNamara.
AS REI strives to meet consumer demand they also need to pass various legal and regulatory restrictions in order to meet the federal safety requirements. One great example would be helmets where in order for them to be sold they need to meet tough safety requirements set forth by state laws. Usually depending on the state different age and conditions vary. Usually helmets made for specific sports will have a much higher cost than those made for minimum usage like bicycle helmets. Even though bicycle helmets still have a strict safety requirement. To benefit from the safety standards consumers have found that is best to pay ore for these specific products.
5 – High Apologize, put the customer at ease, tell him you are here to help him and ask him to explain his concern to find a possible solution.
Target must compete vigorously and fairly in the marketplace using our independent judgment to make the best decisions for the Company.
The Utilitarian Approach seems to be the best approach in this situation as it focuses on the option that produces the most good and do the least harm (A Framework for Thinking Ethically, n.d.). Krista made the decision to tell Eve 's boss about the situation and accompanied him to HR to gather the required information. This was done to ensure compliance of labor regulations before counseling Eve. However, we believe the greatest care and attention that Eve could have received is not having Krista present during the reprimanding. Krista was supposedly Eve 's friend and a supervisor, but not Eve 's supervisor. Although Krista witnessed the incident, we believe she should not have been present in the counseling session. We feel Eve 's supervisor should have handled everything and if a witness was needed during the reprimand then someone from HR would have sufficed. After a week at home without pay, Eve came back to work on time, and her punishment as well as her changed behavior set a good precedent for the other employees. Krista 's and Bob 's decision to send Eve home for one week without pay appears to be for the good of Eve as she could have been
In our last meeting, the client was upset about the situation and was unsure about what to do with the individual. Personally, I realize that there is only so much I can help her with. As far as the last meeting, I was able to handle myself pretty well when I met with her, but afterwards I was kind of overwhelmed about the situation. However, it helped since I was able to talk about it with my internship supervisor, another case manager, and the LINK program supervisor.
When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
The United States located electronic company Electrocorp faced the problem of declining profitability due to rising production costs, specifically high wages, costly worker's safety and environmental standards. In order to solve this problem Electrocorp is deciding whether to relocate some of their plants to South Africa, Mexico, or the Philippines.
The owner of Queensburgh Vet is a very difficult customer to deal with. She is always complaining about something and conversation also end up in an argument. One example is the discount that we give her monthly on her purchases. She supposed to get 12% on her purchases but it only supposed to be applied to non-pharmaceuticals items. She also needed to maintain a purchase value of R20000 on non-pharmaceuticals items. Our internal staff was giving her 12% on all products which made this account non variable. When this was pickup by me, I instructed our account person who deals with her to inform her that the discount structure was incorrect and we will apply the same discount structure like everyone else. I had asked the account person to deal with her because I myself did not want to deal with her. She took her business elsewhere which is about R50000 per month. She has also spoke to other vet and we are having
In 2007, Circuit City, an electronics retailer who took pride in providing excellent customer service, fired 3,400 employees nationwide (Seitel, 2011, p.217). The company needed to reduce expenses and decided the termination of loyal employees was the only option. The workers were laid-off simply because they were “being 'overpaid”” (Seitel, 2011, p.217). However, according to Seitel (2011) they were paid the average hourly wage of a retail sales associate (p.217). Circuit City’s poor communication with employees proved detrimental and led to the company filing for bankruptcy protection the following year (Seitel, 2011, p.218).
I think the situation might cause Andrea to lose her sense of fulfillment with March of Dimes. I really feel the problem is caused by Stephanie. However, it appears Stephanie does not have the necessary communication skills to mend the relationship, then Andrea will have to step up. In this situation a professional working relationship is key. A genuine effort to get to know each other and learn personality types can increase effective communication. Andrea should get to know Stephanie’s management style and find out about her professional goals for March of Dimes Seattle. Challenging relationships really lack trust, which establishes a foundation for understanding. Any effort to improve the lines of communication can increase their relationship. Andrea taking the initiative to jump in and communicate looks good on her
After the session with the group was over I immediately addressed this situation with my field instructor. She told me that mistakes are part of growing, and that I had the right to remove any member of my group if I thought it was not a good fit. My instructor said that to not be so hard on myself because sometimes we have client’s that are not ready for change (reluctant) and that it was not my fault. This week I will talk to her individually to find out what she wants to do. I feel that she will benefit from completing the last two sessions because she is going to learn about coping skills, and the importance of saying goodbye in a healthy manner. Even though this situation frustrated me the day it happened, I learned that sometimes things are not going to as you planned them. Human relations are complicated, and learning to work with a group can also be challenging. As my instructor said, this experience will be one that make me grow as a
Don Bradish was recently hired to fix scheduling issues with the new company in which he works, The Fitzgerald Machine Company. There are a few relevant facts that were given in this case study. The first and foremost fact is Mr. Bradish was hired because the company is having issue with their scheduling. This is important because he comes in with a relevant degree and years of experience with a reputable company. He is going to be looked for to find a solution to the issue outlined in the case study. The second relevant fact in the case study is that the company that The Fitzgerald Machine Company is working with is having labor issues. This is considerable because the $300,000 order is a considerably large
Tyco International was founded in 1960 and was regarded as an important electrical and electronic components provider, fire protection system maker and electronic security service provider. It is a diverse producing and serving corporation. Tyco has done business in over 1000 locations in 50 countries and hires 69,000 employees around the world (TYCO, 2012). Tyco International has expanded rapidly and broadly since its IPO in 1973 and has numerous companies among the Fortune 500. The firm’s revenue increased from $3.1 billion in 1992 to over $40 billion in 2004, with the firm’s market value estimated at over $100 billion (TYCO, 2012). Tyco has made numerous acquisitions, including 40 acquisitions since the 1980s.
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...