Scenario for Discussion
Scenario and problem solving steps
family-run company has a very limited budget and cannot afford anything
but the most minimum customer service department; one member of the
family answers the phone between cooking and dealing with vendors. They
have determined that 60% of their customers are over 50 years of age.
However, their website, spurred by families using their food items over
generations, seems to be more and more popular in terms of generating
on-line sales of items by younger family members. They are limited in
terms of personnel as most of the parents in the company family are
running the operations side of the business; getting the product made
and packaging and shipping it out. They have received the following
analytics, as seen below, that a statistically oriented member of the
family has created.
Overview of the Problem-solving steps:
1. Define the problem or problems.
2. Prioritize the resolution
3. Brainstorm alternative solutions based on priorities
4. Reach a mutually agreed upon resolution that pleases the customer
5. Follow-up: Make sure customer is pleased and express appreciation.
Start with each product category (there are 4 total) and look at how
many sales were missed via call in versus online sales by month.