Your project is to get caramel apples to a client by the end of September in tim
ID: 2803670 • Letter: Y
Question
Your project is to get caramel apples to a client by the end of September in time for the Halloween rush. Your company is responsible for acquiring the apples, coating them in candy or caramel, and delivering them to the client. An apple vendor mismanaged its sanitation procedures, causing a listeria outbreak among 1/4 of your supply (you would never be so foolish as to rely on a single vendor). The other vendors are willing to supply the difference, but this may cause a delay in order fulfillment if you wait for all the batches to run before delivering to the client. Question: cost benefit analysis: As a business owner, the cost overruns are going to occur. Business owner must have contingency plan and insurance to mitigate this issue. Business owner has the choice to pass those costs on to the client or ethically maintain the company credibility by being accountable to the issue. As project manager as well as business owner, what is your responsibility and moral ethic to the customer?
Explanation / Answer
As the project manager, I will make a timely response to the situation without any delay to ensure that the customers are aware of the actual situation. I will be accountable for any act by accepting the occurrence of the incidence. Also, I will not blame any party for the fault since I am the one to be held liable for the errors regarding judgment and planning. I will gather all the relevant facts concerning the matter and let the customers be aware of them.
In this scenario, I will make an explanation to the clients concerning the unavoidable delays that have been caused by the poor behavior of the fruits supplier. I will consider calling clients directly concerning delivery issues in addition to an email. Addressing of the issue personally to the clients restores respect and it act as an assurance to the firm’s commitment to address the needs of the customers. Direct communication will give me an opportunity to gauge the reactions of the clients to the delay hence enabling me to handle additional concerns before they have a chance to fester. I will be apologetic when giving a reasonable explanation to the problem at hand. Also, transparency will be very crucial in delivering the explanation since it assists in relating what went wrong and why.
At the same time, I will admit that the company takes full responsibility for the inconvenience caused to the customers. I will not provide an explanation that push blame on other people since it will make me to appear as being ineffective as a manager and out of control of my own project.
I will do everything possible to rectify the situation. This will entail coming up with a plan to get on track. I will ensure that our customers know the final deadline well through the provision of an intermediate schedule to attain the set goals. Lastly, I will explain the steps taken to ensure that the client receives the goods and communicate the new timeline that the organization will fulfill the order by maintaining the fact that the company is held responsible for the same. Also, I will let the customers know that the timely delivery would lead to cost overrun.
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