Ana Karen Hernndez A00759666

Ana Paula Lujan A01187446

Juan Pablo Gurrea A00759275
Juan Villarreal Valeriano A01187167
CASE STUDY
Answer Questions:
1. What mistakes do you think were made in the way this problem
was handled?
Bad communication; that the employee never inform to the R&D
departments about the problem. As a consequence the result was a bad
publicity.
2. How could they be remedied?
Change the models phone. Change the faulty one for a new one and
repair them.
Record
Internal communications were not working well in the company of WCHs
because Lawrence an important costumer will probably order 5,000 products to
Hooper who was the person he calls in the next two weeks, but Hooper didnt
asked, he just tell it about to the Sales Manager the order of the costumer, so
when the costumer confirm his order in the next 5 weeks, he noticed the
products he wanted were out of stock because the manager didnt know he has
no give priority to that customer. We think that Hooper and the Sales Manager
had the fault about losing the costumer, because there wasnt enough
communication between them.

Task
1. Internal communications
Head should schedule 1 meeting per week, to inform the Directors about
new programs and news.
2. Sales reps/ Head Office
They should send emails, make a blog, and have a social group in which
they can know about the movements and results of the process.
3. Customer Services Department
They should make a survey about complains and failures about the
products, then they should try to improve the next products.