Case study - Potential loss of business opportunities through poor organisational image
This activity is designed to explore your understanding of what can happen if organisational standards and values are not used when conducting business. To do this, you should read the case study.
Exploring your knowledge
To gain an understanding of organisational standards and values, refer to the tutorial activity, 'Enhancing organisational image'.
Over the last 3 months, Bob has received several reports from clients that goods have been damaged on arrival. The number of breakages have increased, and clients have reported poor customer service from delivery drivers. Clients however, remained happy with delivery speed of goods.
Although delivery speed is good, the cost of re-sending stock is rising, making products non-competitive in the industry. The image of the organisation is also at stake. The problem must be resolved urgently. How should Bob resolve this situation?
1. What activities have led to the brewery's clients
making complaints? Do you think these complaints were justified?
Constructing your understanding
To examine your understanding of the importance of using organisational standards and values when conducting business, complete the following questions:
6. What steps or action would you take if a similar
problem occurred in your organisation?
Discuss your answers with your coach and other
11. Evaluate how effectively your organisation's
standards and values are used when conducting business. What areas could
be improved? How can this be monitored?
Reflecting on your learning
15. Record your experiences and what you have learnt as a result of this activity in your journal.
Click here to be linked to your