Assignment:
Damage Control for Disappointed Customers: Late Delivery of Printing Order
Kevin Kearns, a printing company sales manager, must tell one of his clients that the payroll checks his company ordered are not going to be ready by the date Kearns had promised. The printing company’s job scheduler overlooked the job and didn’t get the checks into production in time to meet the deadline. As a result, Kearns’ client, a major insurance company, is going to miss its pay run.
Kearns meets with internal department heads. They decide on the following plan to remedy the situation: (a) move the check order to the front of the production line; (b) make up for the late production date by shipping some of the checks— enough to meet their client’s immediate payroll needs—by air freight; (c) deliver the remaining checks by truck.
- Form groups of three or four students. Discuss the following issues about how to present the bad news to Andrew Tyra, Kearns’ contact person at the insurance company.
a. Should Kearns call Tyra directly or delegate the task to his assistant?
b. When should Tyra be informed of the problem?
c. What is the best procedure for delivering the bad news?
d. What follow-up would you recommend to Kearns?
Be prepared to share your group’s responses during a class discussion. Your instructor may ask two students to role-play the presentation of the bad news.
Your answer must be, typed, double-spaced, Times New Roman font (size 12), one-inch margins on all sides, APA format and also include references.