DeVry BUSN 258 Week 5 You Decide Latest
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Description
DeVry BUSN 258 Week 5 You Decide Latest
CUSTOMER FEEDBACK AND RECOVERY
09:53 PMMT
02/26/2016
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SCENARIO/SUMMARY
Customer Feedback and Recovery
ScenarioRolePlayersDeliverable
Scenario
You are a general manager with a service company. You are hearing comments from your sales group that customers are unhappy with your company. The comments range from poor service, missed assignments, to technical failures.When you ask for specifics, you get a general view of dissatisfaction from your sales group, but not a clear view if there is an issue. You have met with several of your large customers in the past few months, and they have not indicated that there is an issue. If anything, your impression from customers is that things are going well. Your company is growing and there are new customers and some new sales people.
Role
Would you investigate customer complaints further? If so, how would you proceed to understand if there is a problem with service?
Players
Bob YeaderSales Manager Dori LatelyOperations Manager Jennifer GarlandCFO Monica MiltonCustomer Service Representative Philip FriedService Manager
Deliverable
Given the scenario, your role and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this Week’s You Decide tab, in eCollege, to complete the activity for this scenario. You can return and review this scenario again at any time.
YOUR ROLE/ASSIGNMENT
Assignment
Read the You Decide scenario and decide on a response. Your goal is to identify the critical issues in the scenario and determine how you would resolve the issue. Write a report correctly formatted of at least 250 words. Submit the report to the Dropbox. Remember to run the spelling and grammar check on your work before turning it in.
GRADING RUBRIC
| Category | Points | % | Description |
| Understanding | 20 | 40% | Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem. |
| Analysis | 20 | 40% | Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem. |
| Execution | 10 | 20% | Write your answer clearly and succinctly, using strong organization and proper grammar. Use citations correctly. |
| Total | 50 | 100% | A quality paper will meet or exceed all of the above requirements. |
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DeVry BUSN 258 Week 5 You Decide Latest
DeVry BUSN 258 Week 5 You Decide Latest
