1. As the vice president of sales for Dunder Mifflin, Inc., I would create a focus group by inviting a group of customers from the Scranton branch to help us determine what the root cause of the complaints are. This is the most efficient and accurate way because we will get to hear more about the customer experience and be a step closer to figuring out how to resolve the complaints. Getting feedback from the customers not only will help pinpoint the problem to prevent future litigation, but it will help improve the company's business practices.
2. I think that Dunder Mifflin's sales contracts should contain a clause that requires the parties to attempt resolution of the dispute by mediation because it is less expensive than litigation and it will help foster a good working relationship. If a compromise is made it can be a win-win situation versus choosing arbitration in which only one party will benefit. Using litigation as a last resort option would benefit both parties because of the cost and time it takes to go through the litigation process. By putting a clause in the contract that requires mediation to settle a dispute, it helps protect the business by preventing a possible lawsuit. It helps the business try to settle the dispute before it becomes an expensive lawsuit.

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