Convenience

Chapter 15:
Managing Operations, Quality, and Productivity
4 8 3
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BUILDING EFFECTIVE COMMUNICATION SKILLS
Exercise Overview
Communication skills
refer to the ability not only to
convey information and ideas to others but also to han-
dle information and ideas received from them. This
exercise shows how you can use your communication
skills in addressing issues of quality.
Exercise Background
You’re the customer service manager of a large auto
parts distributor. The general manager of a large auto
dealer, one of your best customers, has sent the follow-
ing letter, and it’s your job to write a letter in response.
Dear Customer Service Manager:
On the first of last month, ABC Autos submitted a
purchase order to your firm. Attached to this letter is
a copy of the order. Unfortunately, the parts ship-
ment that we received from you did not contain
every item on the order. Further, that fact was not
noted on the packing slip that accompanied your
shipment, and ABC was charged for the full amount
of the order. To resolve the problem, please send the
missing items immediately. If you are unable to do so
by the end of the week, please cancel the remaining
items and refund the overpayment. In the future, if
you ship a partial order, please notify us at that time
and do not bill for items not shipped.
I look forward to your reply and a resolution to
my problem.
Sincerely,
A. N. Owner, ABC Autos
Attachment: Purchase Order 00001