Case Study Analysis
Case Study Analysis For a small business to be successful, it needs an entrepreneur(s) with determination, the ability to take risks, money, and resources. It is important for small businesses to have a good reputation and public relations with customers. It is also important to have a good relationship with its stakeholders. Stakeholders are people who set to gain or lose from small businesses. Examples of stakeholders are owners/managers, investors, and customers. The purpose of the business is to make money while pleasing its stakeholders. A small business is successful if it is innovated, knows its competition, takes risks, values its customers, is ethical, have good management, and hires productive employees. It will fail if its ideas are outdated, neglects its customers, is unethical, and have unproductive employees and managers. In the Quality Wallpaper & Floors case, the stakeholders are the owner/ Blake, the customer service manager, the sales ladies, and current and potential customers. They all gain or lose if the company is successful or fails. They all also play a role in determining if the company will fail or have success. The specific situation at Quality Wallpaper & Floors is for the last five years, the company has been experiencing a steady decline in sales since Steve Blake brought the company from a family friend. Blake had extensive experience with the technical aspects of the business but lack experience in the field of management. At a recent meeting of the local Chamber of Commerce, Blake learned that his company’s service “isn’t what it used to be.” In an effort to revive customer service, Blake hired a recent college graduate, with a degree in business, as Customer Service Manager. Afterward, a customer wrote a letter to the company complaining of bad service. In this particular case, all parties are responsible for this problem. In order words, all the stakeholders contributed to the problem. The boss, Steve Blake, does not have the right attitude needed for a boss of a small business. His comments “What gives with these idiot customers?” was inappropriate and does not reflect the right attitude for this situation. His behavior showed that he does not see the customers as valuable stakeholders. The boss should admit that his own company has problems instead of putting blame on the customer. Blake was supposed to set an example for his company and he failed to do so. The customer, Mrs. Gene Schoemann, should not have requested that the company send somebody out to her house so she can pick out wallpaper. She needs to realize that the company does not provide mobile service to customers. Obviously, she has the right to write a complaint letter. However, she can’t demand the company to do what she wants. It is up to the company to decide what it wants to do. The sales ladies are responsible because they didn’t do their job. Instead of helping customers, they were gossiping about their private lives. This is obviously wrong and initialized the customer to write a complaint letter to the company. The company vowed “At Quality Wallpaper & Floors we strive to bring the customers we serve the best products and services possible.” Part of the “services” is customer service and the sales ladies did not bring the customers the best services available. The bottom line is the company should uphold the idea that the customer is always right. No matter what happens, the customers are the most important stakeholders because they truly are the ones that run the business. Without customers, the company can’t make profits and will cease to exist. Thus, the company should do everything necessary to make sure it keeps its customers. A solution in the Quality Wallpaper & Floors case is the company should first apologize to the customer that complained, Mrs. Schoemann. Then, reassure her that the same situation won’t happen again in the future. After the company talked to her and asked for forgiveness, it should provide her the normal service. The company should not give in to her request for mobile service because it will set a precedent for future business of the company. After this complaint is taken care of, the company should reorganize its Customer Service Department. All customer service employees should receive extra training on how to uphold the company’s customer service ideals. As for the three sales ladies, they should not be fired because they already have years of experience, as opposed to newly hired sales people who are inexperienced. Instructions: You will complete a case study using a methodology for planning, analyzing, and writing a case study to prepare a 1,500-word report. This format includes the following six steps: Identification of Issues, Provide Background Information, Analyze Issues, Develop and Analyze Alternatives, Recommendations, and Action Plan. See below for further details about each step. Apply the following steps, which comprise the Case Study Analysis Methodology that you will use to analyze case studies. Step 1: Identify Issues There may be more than one key issue in the case. Determine the issues or symptoms that need to be most immediately addressed. Consider the causes of these issues. Clearly state the main problem faced. What specifically is the decision to be made within the context of the case. Be sure to specifically differentiate between the problem and its symptoms. For example, an immediate problem in another case scenario could be high employee absenteeism, but the more basic issue may be low employee morale or lack of motivation. How you define a problem determines how you will resolve it. For example, a short-term solution for absenteeism would differ from solutions to improve morale or motivation. Identify both the symptom and the underlying cause. Also bear in mind that this course is about communications. Cases analyzed in this course are sure to pertain to business writing and communications. Step 2: Provide Background Information Summarize key information from the case scenario that relates to your stated issues in step 1. Describe the background of the company and/or situation to set the context for the analysis. Step 3: Analyze the Issues Analyze the case based on provided questions. Demonstrate a thorough analysis by applying course concepts to discuss the case questions. Step 4: Develop and Analyze the Alternatives Brainstorm ideas that may solve your stated problem. Develop a list of viable alternatives to be evaluated. Try to be unbiased in your development of the alternatives. Evaluate each of the alternatives generated. There are a number of ways to evaluate the alternatives. You could describe the advantages and disadvantages of each alternative in terms of solving your stated problem. Or, you could use some other business models, theories, or criteria for evaluating, such as a SWOT analysis. Determine the most appropriate method for evaluating alternatives, given the nature of the case and the stated problem. Step 5: Make Recommendations Based on your evaluation in step 4, choose the alternative(s) to recommend and explain why this is the best solution. Step 6: Create Action Plan Explain how you will implement your recommendation(s) in an action plan that states who should do what, when, and how. As part of your action plan, write: 1. A Memo to all the employees of the company and 2. A letter of apology to the unhappy customer Total Word Count: 1500+ Words. APA format. Class Rules: This class has a ZERO tolerance policy of AI. Ø The AI rate should be below 1%, check from: https://gptzero.me No argument of the AI similarity, I have already gave you the tool, check yourself before upload. https://copyleaks.com The AI test result should be green and shows that it’s Human Language. Ø The similarity of Turnitin.com should be below 7% from school requirement. Ø The AI % of Turnitin.com should be below 5% from school requirement.
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