Excelpte Ltd Maintenance of Customer Satisfaction Discussion
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Excelpte Ltd Maintenance of Customer Satisfaction Discussion
Question Description
ExcelPte Ltd supplies quality products to its customers. It has never experienced a stockout as it believes that if stock out occurs, customer satisfaction will fall. Sam, the sales manager prepares the sales budget by setting the selling prices and determining the quantities to be sold.
The sales budget is then reviewed by his superior before it was accepted by senior management and thereafter set as the sales target for each year. For the last three years, the sales team were able to exceed the sales target by 10%and they were rewarded with an extra half month salary each.
However, Paul, the production manager complained that this has caused him to incur extra costs to produce units to meet ‘adjusted’ sales quantities to prevent a stock out for the last three years. This resulted in him missing the production costs targets every year and hence missing out on his bonuses. He believes the reason is that the sales budget was deliberately made lower and therefore not accurate.
To maintain product quality, the company’s policy is to source raw material from the same supplier and this supplier charges 10% extra if orders are rushed. Charles, the Financial Director, wants to cut costs and maintain Excel’s reputation for quality. He wants to ‘use’ the organization architecture (OA) to achieve the goals:
- maintain customer satisfaction, by achieving no stock out for the year, and
- cutting operational costs by 5% across all units in the firm.
Required:
Evaluate the current OA of Excel Pte Ltd. Is the OA effective?
Give three possible changes to the OA in order for Charles’ goals for Excel Pte Ltd to be achieved.
Excelpte
RUBRIC
Excellent Quality
95-100%
Introduction 45-41 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Literature Support
91-84 points
The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.
Methodology
58-53 points
Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score
50-85%
40-38 points
More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.
83-76 points
Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.
52-49 points
Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality
0-45%
37-1 points
The background and/or significance are missing. No search history information is provided.
75-1 points
Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.
48-1 points
There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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Excelpte Ltd Maintenance of Customer Satisfaction Discussion