National Furniture is a large retail design and furniture store. The store often orders special merchandise at the request of its customers. However, the store recently experienced problems with the on-time delivery of these special orders. Sometimes the orders were never received, resulting in irate customers. The process of fulfilling a special order begins with c the sales associate who records the customer information and obtains approval from a manager to process c the order. The sales associate puts the order form in a u bin for the office manager to fax to the special order department at the regional office. When the office manager faxes the special order forms from the bin, she files them in a notebook. if a problem arises with the order, the manager receives notification, and contacts the sales associate who co took the order to decide what needs to be done next. Typical problems that are often observed include sales A associates not filling out the order form completely or entering a request date that Is impossible to fulfill. Sometimes the sales associate does not put the form am in the proper bin, so the form never gets faxed. Other times, sales associates are asked to obtain more information from the customer, but fail to call the customer back, or do not inform the office associate to refax the dis form after getting additional information from the toc customer. At the regional office, the special order department receives the fax from the store, reviews it, and informs pry the store if additional information is needed. When all the Information is complete, they process the order. Sometimes they lose or misplace the form after it at- to, rives on the fax machine, order the wrong merchandise, or fail to notify the store when additional list information is needed or when the merchandise should pa be expected to arrive.
Discussion Questions
Construct a cause-and-effect diagram for identifying reasons why special orders area not received on time.