MBM 108

SEMINAR

SUBMITTED BY:
AGAM AADHAAR TALWAR
MBA 1st SEMESTER
107602

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Draft the following role play:

ROLE 1: Purchasing manager of the supermarket

He knows that for more than a month there have been complaints against the company Frutas
Valencia of Spain regarding their vegetable and fruit juices. But in terms of price no other
supplier can touch them. Moreover the company has always supplied in time, has wider range of
products. So you see no other alternative but you are also concerned about the defective supply
of juices.

ROLE 2: Quality Manager of the Supermarket

You have conducted test to find out the cause of odor in the tins. You are convinced that the odor
is due to the strong detergent used in cleaning the tins. You were against the contract as you
knew about the company's poor quality control.

ROLE 3: Director of the supermarket chain

You received complaints from 50 branches. You want thorough explanation from the company
but you took action 2 months of the quality control manager informing you about the foul smell.

ROLE 4: Director of the Frutus Valencia

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 ROLE PLAY

DIRECTOR OF THE SUPERMARKET CHAIN (SPENCERS): Good Afternoon everyone.

We have with us Mr. Raul Gonzales, the Director of Frutas Valencia, Spain. Mr. Raul, I’d like to
introduce you to the Quality Manager of our supermarket (Spencer’s), Ms. Swati Bhalla and the
Purchase Manager, Ms. Shreeya Pandya.

Mr.Raul as you’d know, we have over 70 branches all over India. Over the past month, I have
received complaints from nearly 50 branches about the supply of Vegetable as well as fruit juices
being supplied by Fructus Valencia. Hence we decided to go in for an internal quality control test
to know the reasons for the same. I’d like our Quality Manager Ms. Swati Bhalla to give us an
insight into the problem.

QUALITY MANAGER: Since the number of complaints was rising exponentially I was
directed to look into the matter. After carrying out a number of random sampling tests, my team
and I came to the conclusion that the main reason behind the foul smell in the tins supplied by
your company is the extremely strong detergent used to clean the aluminium cans.

DIRECTOR FRUCTUS: Mr. Talwar, we have been in this business for over 30 years, and this
is the first time we’ve received a negative feedback about our products. We are the market
leaders in India, and hence we are taking your feedback very seriously. And that’s one of the
main reasons as to why I decided to come down here myself and address the issue.

DIRECTOR SUPERMARKET: We are pleased that you are paying heed to our feedback, as
both our organization’s brands are at stake here. In fact, our Purchase Manager speaks highly of
your company. Ms. Shreeya, if you could brief us with the purchase department’s view on the
issue.

PURCHASE MANAGER: To start with, I’d like to say that the purchase department has been
aware of the complaints which have been coming in, and we have been doing a cost benefit
analysis of whether to continue the relationship with Frutus Valencia or not. The company offers
us a good price, which helps us increase our revenues; the ad campaigns that they carry out push
the products as well. We share a good relationship with their distributor’s, which works well for

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us. But at the same time, if we receive such complaints for some more time, it might start
affecting not only the brand value of the Frutus Valencia, but also that of Spencer’s and we
definitely can’t risk that.

DIRECTOR OF SUPERMARKET: There’s no doubt about that. Mr. Raul, our business
relationship has been smooth over the years and both our organizations have seen tremendous
growth together. The symbiotic relationship has benefitted both the parties and hence before
taking any decision, we’d like to know as to what really has gone wrong from your end.

DIRECTOR OF FRUTUS VALENCIA: I guess you are aware that we have opened up a new
plant in Barcelona. The first consignment which came out of the plant was shipped to your
supermarket. And because there haven’t been any complains before, it’s definite that the problem
has arisen because some quality issues which we have come across thanks to your feedback. I am
flying back tomorrow, to Barcelona, to meet with the Plant Manager and the Quality Manager so
that the necessary corrective actions can be taken.

DIRECTOR OF SUPERMARKET: That’s alright, but Ms. Shreeya, how much defective stock
of Frutus Valencia do we have?

PURCHASE MANAGER: Sir, goods worth Rs. 4 Crores are on display and about 3 crores are
in the inventory.

DIRECTOR OF SUPERMARKET: So how can you help us Mr.Raul?

DIRECTOR OF FRUTUS VALENCIA: We are ready to do all it takes to maintain our

relationship with your organization and so I see no other solution but to take the stock back and
send a new consignment from our other existing plants in Valencia across all your stores.

DIRECTOR OF SUPERMARKET: And how much time will that take?

DIRECTOR OF FRUTUS VALENCIA: I assure you that the transition will be complete
before 7 days. Until then, you can use the shelf space to display our other products.

DIRECTOR OF SUPERMARKET: Looks like we’ve got a deal here.

So would anyone care for a bite? Mr. Raul have you tried the Tandoori cuisine of our country?

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