You are a twenty eight year old Manager of the Claims Department at a major insurance company and you have realised that some front end processes in the Customer Service Department are inefficient. You would like to share your observations about the inefficient practices and offer your suggestions for improving efficiency. The middle-aged Manager of the Customer Service Department, who has been with the organisation for twenty five years, takes pride in her experience and education in customer relations and her ability to mobilise her staff and is not usually open to the suggestions of others, especially those in other Departments.

In your capacity as Claims Department Manager, write to the Manager of the Customer Service Department and share your observations and suggestions taking care that your tone and style are appropriate. Respond to one of your colleague's memos as the Manager of the Customer Service Department.