Section: A Roll No.

: 1811069 Name: Madhuri

Exercise 1: Internal Email

From: Vishnu
To: Raj
CC: Srini

Subject: Trans Motors Glove Box Order – Updates and Immediate Steps

Hello Mr. Raj,

This is to inform that I received a phone call from Mr. Binoy of Trans Motors regarding the
Glove Box Issue. The management at Trans Motors has decided to cancel the one million
glove box order given to our company and instead they will be awarding the contract to DND
Enterprises.

Referring to my email sent on February 28, 2013, we have been able to resolve the glove
box issue by increasing the dampener spring size and have also conducted some
preliminary tests. I understand it was not part of my work to change the spring specifications
without Mr. Ajay’s permission but to resolve the issue at the earliest, I had to take that step.
The problem with the spring gauge was identified by the Trans Motor’s engineers earlier in
October. I tried communicating this to the DE team but there was no positive response from
there side, hence I decided to inspect the specifications on my own.

Now when we have found the resolution, I suggest scheduling an urgent meeting with Mr.
Ajay and DE team and explain team the gravity of the issue and try to save the contract.

I have listed possible next steps to resolve the problem, which are as follows:

1. Meet DE team:
a. Plan to carry out thorough testing of the proposed resolution to glove box
spring in collaboration with AE team
2. Reach out to Trans Motors:
a. Explain the reason in delay and apologize for the same
b. Share details on the issue and progress on testing
c. Provide a timeline when corrected sample will be shared post internal testing
d. We can also offer some discount on services to make up for the delay and
retain the contract
e. Renegotiate terms of contract if required
3. Reach out to Dynamic Auto Company:
a. Share details on issue and progress on testing, so that they are informed of
the progress we have made so far
b. Provide a timeline when corrected sample will be shared post internal testing

We can discuss the steps in detail in a meeting with DE team. Kindly let me know a suitable
time, I’ll schedule the same.

Thanks,
Vishnu

(Number of words: 382)

Section: A Roll No.: 1811069 Name: Madhuri

Exercise 2: Letter to the Customer

March 2, 2013

Mr. Hajimoto Kikkawa

India Director,
Trans Motors Company,
123, XYZ Lane,
ABC City,
XXXXXXX – 123456

Dear Mr. Kikkawa

Sub: Glove Box Issue Resolution and Contract Details

We thank you for your patience and trust imposed on Impex Co. from a long time.

We received a call today from Mr. Binoy of Trans Motors on the company’s decision to
cancel the glove box order given to Impex Co. We understand your situation and apologize
for the inconvenience that has been caused to your company due to delay in resolution of
the glove box issue.

The delay was caused due to some internal miscommunication among the teams. Also, we
could not replicate the glove box issue on any other vehicle, hence, it became difficult for us
to find the issue. Mr. Binoy had earlier shared with one of my employees, the possible issue
in the dampener spring size used in the glove box as identified by your engineers. We tried
increasing the gauge size of the spring and I am glad to inform that the problem has been
resolved. We have performed preliminary tests on the glove box using the larger dampener
spring and the response has been positive so far. We are grateful to the engineers at Trans
Motors to help us identify the issue.

My team has started with thorough testing of the glove box and we shall be able to share
new samples in next week post testing. We have a long-term relationship with Trans Motors
and I want to make sure that such issues do not come in future. Any quality issues reported
by Trans Motors will be taken on priority and we will try to reduce the turnaround time as
much as possible.

I understand the delay in resolution of glove box has caused immense dissatisfaction to you,
but you are our prestigious customer and we would want to continue this engagement. I
hope your company will reconsider the decision on the contract. Impex has also decided to
deliver the provisional as well as the actual order without any delivery charges to make up
for the inconvenience caused.

We shall share the exact delivery timeline with you by tomorrow. Let me know when we can
get on a call to discuss this issue further.

Looking forward to an affirmative response.

With Regards,
Srini
Director,
Section: A Roll No.: 1811069 Name: Madhuri

Impex Company

(Number of words: 392)