Meditech Case Study

Meditech Surgical Case Study

Chapter 1

1. What are Meditec’s problems in introducing new products? In manufacturing ALL products?

Two issues I found regarding Meditech’s methods in introducing new and all manufacturing products are reduced service levels for new products and stock levels exceed the requirements for all products. (David Simchi-Levi, 2015)

2. What is driving these problems, both systemically and organizationally?

In my research I found that systemic means “…affecting most or all of a system rather than a small portion of the system.” (Thwink.Org, 2014). Also, I researched causes of organizational issues in operations, and found that there are usually five common issues: “Misunderstood mission, Lack of consensus on the nature of the problems facing the team, misunderstood strategy lack of team cohesion, and lack of resources.” (Brans, 2014). Contributions to issues derived from systemic approach include projected inaccuracies not being traced and liability transference to customers. Organizational issues include poor interactions with customers, little or no visibility of end user demand, and demand is not premeditated in detail.

3. Why is the customer service manager the first person to recognize the major issues?

In my opinion, the CSM is the first person to recognize major issues because s/he if the first line of contact for customer complaints. This puts the CSM in a good place to assess the extent of the complaints. In general, I embrace what some label as complaints, so I reference them here as a “good place.” Complaints are an organizations opportunity to hear what the people that purchase its goods really want to see improvements in, which in turn increases the odds of them spending more money.

According to Complaints R Great, a well handled customer complaint can do the following: “…complaints can improve customer loyalty as they are usually regular customer if they complain anyway” and “As study carried...