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WCH Communication Issues & Solutions

WCH is a manufacturer and distributor of electronic products. Internally, communication issues arose when a complaint about a product defect was resolved without notifying other departments, resulting in a product recall. Customer orders were also lost due to a lack of clear communication. Externally, customer service staff resolved a complaint without informing other departments, hurting the company's image. A sales employee also failed to inform managers of a major pre-order on time. This led to an inability to fulfill the order, damaging the customer relationship and company reputation.

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53 views2 pages

WCH Communication Issues & Solutions

WCH is a manufacturer and distributor of electronic products. Internally, communication issues arose when a complaint about a product defect was resolved without notifying other departments, resulting in a product recall. Customer orders were also lost due to a lack of clear communication. Externally, customer service staff resolved a complaint without informing other departments, hurting the company's image. A sales employee also failed to inform managers of a major pre-order on time. This led to an inability to fulfill the order, damaging the customer relationship and company reputation.

Uploaded by

Nga Lê
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Case Study Unit 1 

1. What activities does WCH do?


WCH is a manufacturer and distributor of hi-tech electronic products, ranging from
executive toys to state-of-the-art digital cameras.

2. What internal communications did WHC experience?


The complaint resolver did not notify the Marketing or R&D Department of the defect and
resolved the problem by themselves that affected the company and had to recall its product.
William Hooper's customer ordering information transfers to sales manager via telephone.
Not clear through communication, not having priority for customers causes the company to
lose big orders and its loyal customers

3. What external communications did WHC experience?


WCH has had a huge problem in dealing with its customers.
For the telephone product, the customer service staff dealing with
the complaint did not inform either the Marketing or R&D Departments about the fault. It was
the incident that caused a serious consequence, affecting the image of the company as well
as the development of the product.
For the new digital camera, the employee did not inform the sales manager in advance
of the pre-order from Richard Lawrence, one of WCH's oldest and best customers. The
delay of this announcement makes the company unable to control the order, affecting the
customer and the company's reputation.

4. Do Task 1 & 2 on page 13 


We will discuss four recommendations from consultants
Recommendatio For Against
n
Weekly reports - enables directors their Time-consuming - Time consuming
to track department heads' performance - Information overload
and Information overload progress at all
levels.
- keep BOD updated on all matters
related to the company's business
activities instantly.
Appointment of - In addition to this measure, we will set - Add to cost
a new account education about correspondence of - Customers like personal approach
manager trouble for whole managers. - Wouldn’t like to deal with new
 Consider assigning one of our current person
senior staff in Sales Department to take
the role of Account Manager position
instead of hiring people from outside the
company. This solution aims to save
operation cost and save time for
training/coaching people as well. The
Account Manager would be responsible
to handle our key accounts and ensures
that customers would be given personal
attention
Daily reports to - Issue BlackBerry device to all Sale reps, - It is very troublesome job that to
the Sales who will file daily reports on their send daily reports by mobile unit

Department activities to Head Office -> make submit form to receive


daily problems A monthly report is
sufficient as it could be distraction
to submitting a daily report.
Instead of issuing sales reps with
Blackberry devices, we will invest
money to build a Report
Management Software (RMS) and
the senders and the receivers can
implement easily on any platforms
(desktop, web application, mobile
application). Through this
channel, all data and reports will
be sent and received quickly
Dealing with - We have Quality control department, so - Time consuming
defective product we will bring together information which - Too many e-mail floating around
has probability of malfunction, and
forward to other department with their
judgment.

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