Cottrill Inc. Case Study

CASE STUDY 1

Cottrill Inc.

September 10, 2015

Submitted by:

Lapuz, Paul John

Nadela, Benson

Ortega, Hazel Vianca

Wu, Ziling

I. Problem

Should Cottrill Inc. continue to have Tallant as their supplier or should they change to Saxton?

II. Decision Criteria

| | TALLANT | SAXTON |

CRITERIA | Weight | Rating | Score | Result | Rating | Score | Result |

Reliability | 0.3 | 2 | 0.6 | (-)  | 2 | 0.6 | (-)  |

Experience | 0.3 | 4 | 1.2 | (+)  | 2 | 0.6 | (-)  |

Cost | 0.15 | 3 | 0.35 | (+/-)  | 4 | 0.6 | (+)  |

Image | 0.25 | 4 | 1 | (+)  | 4 | 1 | (+)  |

Total | 1 |   | 3.25 |   |   | 2.8 |   |

Table [ 1 ]Decision Criteria

We have been provided uniform decision criteria to talk about regarding Tallant and Saxton. These four are reliability, experience, cost and image.

Reliability

TALLANT | SAXTON |

* It is the company that offers the only paging service that can be used in the conjunction with the Product Messaging system, 12 years ago. * It has existing local service history. * It is also Cottrill’s supplier of pagers for already 12 years. * However, Tallant did not provide Cottrill a designated service representative. Instead, if a problem occurred, they would call a 1-800 # and wait on hold until the call was taken to speak with a customer service representative. This could become an issue for Cottrill if they were placed on hold during a plant emergency for an extended period of time because the downtime cost would rise, as well. * Tallant does not provide quick and efficient service to Cottrill that adds to Judy’s dissatisfaction. It took too much time arranging orders on phone and took a month for them to send out a replacement pager for the broken one.Overall, despite having a year-lasting pagers, it is still a negative result for Tallant because they have poor quality of customer service. | * Judy would be able to directly access Natalie Hopkins, Saxton’s sales representative by e-mail or by phone if...