Case Study: Wace Burgess

1. What are the external performance objectives for the M&S business, and how do these
differ from those for existing customers?
 The external performance objectives for the M&S business includes quality, speed, cost,
dependability and flexibility.
 Quality: It requires higher quality for M&S with special quality specifications.
However, the quality performance of existing customers is relatively standard and no
special requirement needed for card production.
 Speed: It requires fast delivery speed for M&S orders. But the orders of the existing

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customers require slower speed in producing the cards.

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 Cost: It doesn’t need to provide cost advantage for M&S. On the other hand, existing

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customers are price sensitive and require low cost.

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2. What are the potential risks and rewards of accepting the order from M&S?
 Risks:
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 If there is no proper management, accepting M&S order may result in delay of work
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process and delivery. This will result in getting a loss for the company.
 It may reduce employee motivation if employees require to work longer hours.
 Rewards:
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
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It will establish long-term relationship with M&S which also helps Wace Burgess’s
business to grow.
 Increase in sales as well as profits from M&S order.
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3. Should the company accept the order if they get it?

 They should have the capacity to fulfill the order if they accept it. So it is important to
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make necessary changes to machineries as well as workers in order to meet the demand
from M&S. If required Wace Burgess can either hire more employees or outsource.
Therefore, I believe Wace Burgess should accept the order if they have the ability to handle
the order.

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 4. Should management introduce any special or different practices in the factory to handle
the M&S order, if it is received?
 Wace Burgess can adjust the workforce pattern to meet the exceeding demand for the order.
 They can also go for outsourcing.
 Wace Burgess can prioritize and sequence the different orders within the same operation
period.

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This study source was downloaded by 100000832293461 from CourseHero.com on 12-06-2021 08:33:24 GMT -06:00

https://www.coursehero.com/file/75221817/Case-Study-Wace-Burgess-2pdf/
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