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MD thought that we should try to be as self sufficient as possible.
Item nineteen
From A Belinski to Managing Director
Customer complaints. You are correct that we currently have no formal procedure for
handling customer complaints, and no way of monitoring their outcome. I have tended to
let the individual managers deal with these in their own way. I do not think that we have
lost any business as a result. You are correct that we do not separate out causes of
customer complaints into areas such as product, customer service, and delivery.
Item twenty
From J Malran to Managing Director
Competitive pricing. We have lost a number of contracts over the last three years that we
felt certain that we would get. In each case we have lost them to the same company,
Devlen Systems, which underbid us very slightly. This company does not have a great
deal of expertise in the type of products that we manufacture.
Action
What are the main problems that Burke Engineering might face that have not been
sufficiently considered by previous management? What type of contingency or crisis
management controls should you consider introducing? Are there any other issues that
might have been forgotten?
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