Scenario A - The Mystery of the Grumpy Printer

I. Summarize what all the problems are with the printer, in order of priority. Out line step by
step with any research for how you would solve these problems. Your proposal can be a
document, presentation, video, or any other format you deem best suitable to present your
solutions.
The problems with the printer are:

1. The Wifi connection to employee’s computers/laptop is not stable – this is the first and important
function of a printer: Connection with device.

2. The employees are frustrated of its problems that they cannot figure out: Keep getting jammed
(technical issue), printing things upside down (functional issue), can not print in color (functional issue)

3. It has stopped working entirely and one part needs to be replaced.

My step by step to solve the problem:

1. Identify problems as above. In my opinion, there are some problems which belong to functional issue
that we cannot change from the machine: cannot print in color, print things upside down and there are
some problems which belong to technical issue that we can fix by asking help from technician/ train
employees properly to use it: Wifi connection with employee’s device, getting jammed.

2. I have searched in google (Amazon) the price of the machine (289$) and the price of the imaging Unit
(24$). In order to make decision buy a new one or fix it, I would make a call to Samsung customer
service center to seek for advice and compare about the cost. But let’s say that the price for
replacement is cheaper than buy the new one (this is very possible regarding to the information I got
from Amazon). I would take some steps as below.

3. For technical issue: Ask help from a technician to fix all also ask him to give a guideline to fix the small
problems and how to operate it properly (in example: do not print more than XX pages in one time,
change the imagining unit within XX months of using).

Public the guideline to all employees and require them to follow.

4. For functional issue: explain to employees so that they will feel less frustrated and if their needs ( can
print faster with double-sided, can print in color) are reasonable and necessary to work more efficiently,
I will collect information from head of departments, make a proposal to company leadership to buy a
brand new one which is more advanced and durable.

II. Draft an email to send to all members in the office letting them know that there is an issue with
the printer and that the printing/copying services are down temporarily. That said, scanning
services can still be provided in the meantime.

Dear colleagues,

Unfortunately, there is an issue with our printer and that the printing/copying serviced are down
temporarily. But the scanning services can still be provided in the meantime.
We will try hard to fix it as soon as possible and will inform you shortly.

Thank you so much for your understanding and sorry for any inconvenience.

Best regards.

Administrative team.