Introduction

Yorkville Groceries is a regional manufacturer that packages and sells grocery & dairy products. The company sells and distributes its products to retail and food-service customers in New Westminster and Surrey. Over the past three years, the company has experienced an increase in customer complaints about its delivery drivers, most relating to their appearance and behavior.

Background

The delivery drivers' supervisor reported back to senior management several problems with drivers including dress code violations, poor performance, and low morale. In general, their attitude toward their job was, at best, poor, although there were some employees who displayed enthusiasm for the job, enjoyed talking to the customers, and looked clean and professional.

The CEO opinion:

The CEO of Yorkville Groceries is concerned about the increase in customer complaints about the delivery drivers regarding timeliness and their attitudes toward customers. He also realized there has been a significant increase in accidents involving company vehicles, and expenses for repairs and maintenance have sharply increased.

When asked about the delivery drivers' problems after a staff meeting. The CEO says:

"From what I can see, they're a pretty rough bunch. Schedules are not met, and there are rumblings from customers regarding poor service. Their appearance is poor; a lot of untucked shirts, mismatched trousers, dirty uniforms, and battered work boots. Some of the drivers haven't shaved in a few days and some sport long, unkempt hair. But I think the problem with customer complaints and untimely deliveries go deeper than their appearance. When I think about the fact that these drivers are our primary contacts with customers on a regular basis, the situation seems pretty bad."

1. Using the McKinsey (7-S change management model) and theBridges' transitionchange management model, explain how can Yorkville Groceries fix the delivery drivers' problems and address the customer complains?