Johannes Van Den Bosch Sends an Email

Case name: JOHANNES VAN DEN BOSCH SENDS AN EMAIL (LMDD 2)

Goal of analysis: GET THE REQUESTED INFORMATION TO THE CLIENT IN A TIMELY MANNER; PREVENT LOSING THE CLIENT

A. Case introduction (describe relevant case background and scope of analysis):

Johannes Van Den Bosch is a Dutch officer working in Rotterdam and his counterpart is a Mexican officer called Pablo Menendez working for BigFourFirm’s Mexican Subsidiary. Van Den Bosch is having trouble with Menendez’s slow email response. Van Den Bosch is getting complaints from his clients but Menendez’s response is not getting fast enough to solve the matter. This is making the progress of work slow and making clients’ patience disappear. So Van Den Bosch sends an email to Menendez about his anger but changed the content just about the facts. The scope of analysis is to make a better communication between Van Den Bosch and Menendez to achieve the expectations of their clients.

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B. List critical management issues that need to be solved in order to achieve the specified goal:

1. Problems created due to different thoughts about punctuality needs to be solved.

2. Lack of response with each other

3. Achieve the clients’ expectations about the work

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C. List the most critical issue (which needs to be solved as priority) and justify why it has priority:

Cultural difference about punctuality is the most critical issue to be solved to achieve the goal. This is because the problem – clients being in a bad mood about the work process and losing patience – was created due to the slow work process. Not making work on time is the main cause of the angriness of the patients. This problem needs to be solved prior because this will eliminate the main cause for late work.

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D. Key players (list individuals, groups or organizations who are involved in the most critical issue discussed in C):

Johannes Van Den Bosch, Pablo Menendez,...