Question
Revew Paul’s (the storeman) performance in relation to Quality, Safety, Resources and Delivery Standards.
Identfy below, at least one (1) monitoring strategy could use to monitor Paul’s performance, to ensure he consistently meets the requirements in each area.
Quality
Safety
Resources
Delivery Standards
Case Study Back Ground
Customer Complaint
National Camper Trailers Pty Ltd employs Paul as a storeman, whose role among others is to organise deliveries to clients ensuring that the orders are complte and delivered on time. The Holiday season period is a particularly hectic time in Despatch Department and Paul has fallen behind on dispatching orders to clients.
The Owner at Pathfinder Pty. Ltd Terry David, whose delivery of four (4) Camper Trailers Model Stargazer Mk. 4, should have been received the day before, rang to complain that his delivery was late and that this was causing problems in their Hire Department. He insisted that delivery be made urgently that afternoon and that he would not tolerate any excuses for not complying with his demand.
Paul was very angry at his tone and his demand and explained abruptly that other clients had not received their orders yesterday and that they had not behaved in such a rude manner. He explained he would have to wait until everyone else had their orders that he was doing the best he could and would not be bullied by anyone.
Mr David at Pathfinder Pty. Ltd, lodged a formal complaint with NCT Pty Ltd concerning Paul.
Your position in NCT is as the Customer Service Manager. Your areas of control are Sales, Service and delivery.
CUSTOMER COMPLAINTS / FEEDBACK FORM (CCF)
This form is to be complted and lodged with National Camper Trailers.
Client name: Pathfinder Pty. Ltd
Contact name: Mr. Terry David Contact phone: 0404 040 040
Date of initial complaint: 02/12/202X
Details of incident
Full details of your feedback/complaint:
I placed an order with National Camper Trailers Pty Ltd for 4 Camper Trailers Model Stargazer Mk. 4 to be delivered by 01/12/202X. This was a set delivery date to satisfy our requirements.
The delivery was not on time and I didn’t even receive a call to let me know it would not be delivered as agreed.
On 02/12/202X, I phoned the Despatch Department to enquire about the delivery.
I was told by Paul (the storeman) that the delivery would be late and that other customers were his priority, with no consideration for our business and the affect and cost this has now caused.
This delivery is now urgent and I need it that afternoon. I would like to take this opportunity to inform National Trailers, that you are in breach of your sales contract.
Paul’s behaviour was not acceptable and your other customers are not my concern.
Signed:
Terry David
Date: 02/12/202X
Office Use ONLY
Record outcome:
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