You Decide: Homework Week 2 As the new general manager for a manufacturing company, it’s my responsibility to determine why sales and profits are declining. The company is currently experiencing several complaints from customers ranging from late shipment arrivals to defective products. There is poor inner office communication as well as a lack of cohesiveness between departments. Recently a client called regarding a defective product. It was made apparent that information required to make that particular product was missing. That information is usually requested by customer service. First, I must determine how to handle the complaint from the customer. As the manager, I would call the customer myself and explain the situation. If the information needed to produce the correct part was not received until after end of business on Friday, then the part should not have been run on Saturday. For future projects, a deadline has to be set for all required information before a product will be run. If the required information is not received by at least two days before production, the part will be delayed at least another day. Unfortunately, we’re going to have to take a hit on this round of production. New controls and policies will have to be put in place internally to ensure that this never happens again. It’s the responsibility of the customer and us to ensure all information is received before a predetermined date to ensure production can run on schedule. There are several other issues to address including misleading information given to the customers by sales, incorrect information from the customer regarding specifications, and unrealistic ship dates. The department managers each need to review their business processes and procedures to help alleviate these problems. Better internal communication is the key to fixing all of the issues at hand. A possible process