Maintaining Consistent and Accurate Contractual Pricing Based on Our End Use

Kayce Brewer

Peer Review

3/28/15

Miller-Motte College Online

Research & Analysis

Chris Caracci

BU420 W15

Maintaining Consistent and Accurate Contractual Pricing Based on Our End User

Management Questions

The success of our company is based on the knowledge and experience held by our employees regarding the products and services we offer and in the accuracy with which their requests are met. Presently, employees go through an extensive training period in which they are given the tools and time to become familiar not only with our standard operating procedures, also products related to various customer groups.

During the largest growth spurt of our company, we acquired the training and print company for our largest customer, as well as inventory related to a major competitor of the same customer. During this transition, there is a new conveyor system installed. Orders have increased by 80% with little change to the headcount in the warehouse. While orders are increasing, so are shipping errors. The most prevalent error reported is shipping labels are being placed on the wrong shipment resulting in proprietary information being delivered to competing franchise chains. Calls coming into customer service have also increased, by more than 300% with no change in headcount. These issues are driving the rapid decline in key performance indicators and our rating with our customers. At this time, there were major changes across our management. These changes include replacing the customer service management team and the warehouse management team.

Question: What steps/training is needed to rebuild the quality experience our employees are able to offer our customers and regain the confidence our customers once held in our ability to meet their needs?

Research Proposal

Problem Statement

The current method of maintaining multiple costs and store sell prices of items with multiple contracted prices, based on multiple costs based on the end user,...