Digital Age Suppliers, (DAS) has tie-ups with five clients, numbered A1 through A5, in the same Shopping Mall. The company uses computers only for mails and basic documentation (by the manager). Whenever any client needs any office supplies, somebody from their office calls and asks for it. An entry is made in the order received register by the Customer Support Assistant. She sends an order slip to the delivery clerk.

Once the supplies are packed, an entry is made in a delivery register by the dispatcher and the supplies are sent to the clients through the shop courier.

At the end of every day, an order received report is prepared by the Customer Support Assistant for every client. Also, at the end of every day, a fulfilment report is generated by the dispatcher for every client. Both the reports are given to the manager.

The manager checks both the reports for the correct item, quantity and value. The manager creates an invoice for each client, and emails verified invoices to respective clients the next day in the morning

Change in Scenario

Digital Age Suppliers, (DAS) is faced with the following situation:

Its client numbers have increased from 10 to 28

The number of items it used to supply has increased from 300 to 640

Clients are complaining of delays in receiving the supplies

Clients have complained of over-invoicing on certain days

The auditors have pointed out non-invoicing on certain days

The manager is complaining of stress due to excessive workload

The staff are complaining of irritative and rude behaviour by the manager recently.

The company CEO has hired your team to suggest a solution for the problem. What will be your suggestion? How do you think will it help the company? What will be the impact of your recommendation on current resources, including the roles and the responsibilities of the human resources?

The solution will be evaluated by:

Problem Analysis - 25%

Solution comprehensiveness - 25%

Solution effectiveness - 25%

Use and quality of diagrammes- 25%