Your Management Learning Portfolio is a collection of activities specially desig

Question

Your Management Learning Portfolio is a collection of activities specially designed to demonstrate your management knowledge and skill. Be sure to save your work. Taking your printed portfolio to an employment interview could be helpful in obtaining a job. The portfolio activity for this chapter is Making a Decision at Microsoft. Study the following information and complete the exercises that follow. Robbie Bach, president of Microsoft’s entertainment and devices division, recently contacted you in reference to a situation that is developing at Microsoft. Specifically, Microsoft is receiving reports that its gaming system, the Xbox 360, is having problems. Users from around the world are contacting the company to complain that their systems, which sell for as much as $500 at some retail locations, have stopped working after only one year or so of use. It seems that systems with this problem display three red lights and then the systems stop working. Although this problem is not affecting every Xbox 360 owner, it is clear that the problem is somewhat widespread. Robbie Bach has contacted you for your advice in handling this situation. The Xbox 360 is important to Microsoft, as it looks to find new entertainment products and services to sell to customers around the globe. He feels that he is under a spotlight, as customers around the globe are watching to see how Microsoft deals with these frustrated customers. Your mission is to walk Bach through the various steps in the decision-making process:

Implement the selected alternative and how?

help me this question in detail.

Explanation / Answer

Since I am hired for the advise, first and foremost, I need to have a root cause analysis of this problem. I want to know curiously of where the problem lies and how it is affecting the game. Technical or manufacturing defects must be there that's why it is not been able to function. I need to sit down and have a discussion with the game developer, engineers and technicians involved in developing the game.Over and above since the customers are frustrated, I would like MICROSOFT to pacify the frustrated and assure the customers that their problems regarding Xbox 360 will be solved. And also give those customers the assured time that untill this date all their problems will regarding the GAME will be solved. Now the customers might raise questions that what if the problem is not solved within the time limit set by the company. I would like to advise MICROSOFT that, if the problems of the customers is not solved within the time limit, then MICROSOFT would return customers' half of the money in cash from the store from where they have purchased. Half of the money indicates customers would get the half of the purchase price.

Returning of customers money would not be the ideal scenario as it involves huge monetary loss to the company and company should try to avoid this situation by solving the problems at the earliest and most importantly within the time limit set by the company.

I would then immediately have a discussions with the DEVELOPERS, TECHNICIANS and ENGINNEERS involved in developing the game Xbox 360 and try to find out why the three red lights come up and causing problems.

Also there might be some hardware problems and if it is so then I would ask the MICROSOFT to take take the following steps:

I would also ask MICROSOFT to convey a message to the customers to check if the problems is from the customers' end or not. Ask the customers' to:

So these are the solutions that I would be giving to the MICROSOFT as an adviser to the COMPANY.

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