Lam Company Limited is proud of its reputation and high-quality products and services. The company produces cartridges for printers. It uses two different types of distribution.

(i)Direct distribution

(ii)Distribution through stationary shop

It uses direct distribution to supply cartridges to businesses, and for individual customers through stationary shops. Over the last few months, the company has experienced difficulties, concerned with the problems that it was having with its customers returning defective toner cartridges. About 600 of these were being every month. 30% of the returned were due to toner leakages, 15% were due to failing to print, 20% expired before the due date and the rest were found to be either incompatible or jammed after excessive usage or overheating. The customer service department found that not all the returns were actually the result of a faulty product but orders not accurately processed and in most instances wrong cartridges sent. Most customers had up-graded their printers yet the Customer Service Department had not kept a record of customers' upgrade. It was also discovered that the new cartridges were sent to customers without instructions and possible expiry dates. Customers were never questioned about the capability of their equipment to the new range of products. A lot was assumed by the Dept. Because some users may not be very familiar with the correct method of loading the cartridge into the printer. The management has decided to obtain information to handle this issue. You have been asked to prepare report to analyse this problem (obtain data, analyse, and provide recommendations).

Before making your report, you decide to do some information gathering exercise by talking to staff about the problems. You also seek direct feedback from customers through meetings and random surveys. You also look at the past sale and financial to get an indication of any serious financial impact to the business.

1. Explain the process you would follow in order to ensure that sufficient valid and reliable information is available to support a decision.

2. What different options do you have when you have identified a risk in the Lam Company Limited, if eliminating the risk is not an option? Briefly describe each.

3. Identify a quantitative method and give a brief outline of it. Give an example of how you would apply this method in making a decision on an identified business issue.

4. Identify three different types of information you may have to consult others about. For each, explain what the information is, why you need it, whom you would contact and whether they are internal or external to your company

5. Create RACI chart for at least three tasks at Lam Company. You should state who is responsible and accountable, whom to consult and whom to inform. See example below.

Read Only - You can't save changes to this file. Save a copy RACI Chart Team member Activity Tom Chloe Vicky Emily Hilary - Create plan - - Select Select All Research external C C R A resources Submit change request C R R A Review R - C A