One of the challenges Bob faces is ensuring all items are free of
defects. Several consumers have complained about defective items in
shipments. Two cases of shipments having a lot of defects have been
reported in the last few months. Further inquiry into the issue shows
that the defects may occur on transit because the commodities are
relatively fragile. I will support Bob by issuing him honest feedback. I
will tell him to exercise more care when packaging fragile items in the
shipments. I will help him improve by offering discussion with him a
number of suggestions. I will suggest using double wall boxes rather
than single walled ones because the former offer more protection to
the goods in transit. I will also recommend using boxes with sufficient
space to accommodate padding. In the empty spaces, I would ask
Bob to carefully use packing nuts or the air pillows to occupy the
empty spaces in the box. The approach will ensure the objects stay
still on transit to prevent damages.
b To enact the change, I will follow Kotter’s eight step change
model by first creating urgency through showing Bob and the
corporate office the incidence of customer complaints and losses
incurred (Tang, 2019). I will follow up by establishing a committee of
leaders who have the authority to move the change forward by
showing their support, and offering the necessary resources. I will
then clarify the vision to ensure defect free shipments to Bob and
organization leaders. I will communicate my vision to Bob, and
interested stakeholders in the company by making use of emails and
internal memos. Persistent communication will keep the commitment
fresh in everybody’s mind (Galli, 2018).
b I will address any queries Bob has, and questions by
management regarding the change before establishing short term
wins or rewards for Bob when him and his team meet the targets
defined in the transformation. I then encourage Bob keep looking for
novel approaches of making shipments more accurate and ways to
customer satisfaction through packaging. I will insist to management
to include no defective products as part of the company mantra to
ensure Bob and the supply and procurement teams do not backslide.
References
