Please follow report structure attached.
The company is called ‘Fish Bowl Furnishings’ – they make furniture
The issue to base the report on is as follows.
Over the past 12 months there has been an increasing number of complaints lodged about the standards of the company’s products and a check reveals that a large number of the complaints are from customers who have not had their initial complaint resolved as there seems to be confusion within the organisation who should actually be responsible for complaint resolution.
The report discussion/ analysis needs to be based on one or two of the four management functions – Planning, Leading, organising and/or control.
I feel that the control function is most relevant to the issue if you think other wise please let me know.
Theories to use for control would include – Total quality management (quality circles, empowerment, benchmarking) techniques associated with TQM are (six sigma, outsourcing, reduced cycle time, continuos improvement)
– also organisational control focus (feed forward,concurrent, feedback control)
we are told only to use theories talked about in the relevant lecture for the management function, so please keep the theories limited to the ones above if this is a problem let me know.
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