Study Case
Your electronic business has just been selected as the center and wholesaler of a china brand of washing machine appliances. You are the manager at the same time supervisor and firm’s owner. You need to develop and oblige to build a customer service department to handle the repair and maintenance for this new product. Two of your technicians have been designated to that department.
The first technician proposes that the both of them to be sent to the company’s Head office in Beijing ,China to train on the service of the New Appliance.
The other technician dis agrees, saying that such skills could be acquired locally by studying the company s service manuals and training materials translated into English. Sending them to China would be more expensive. is also both of them have knowledge of the Mandarin and would not be able to communicate and understand such communication
1. What would you do as the owner and supervisor? What would you do to be able to set up an effective service department the earliest time possible time possible?
Bookkeeping
As the owner and supervisor, your goal is to set up an effective service department for the new washing machine appliances as soon as possible. To make an informed decision, you need to consider both technicians' proposals. Here's how you can approach the situation:
1. Evaluate the feasibility of each proposal:
- Review the cost implications of sending the technicians to China, including travel expenses, accommodation, and training costs.
- Assess the availability and quality of the company's service manuals and training materials translated into English. Determine if they are comprehensive enough to provide the necessary knowledge and skills.
2. Consider the importance of Mandarin communication:
- Assess the significance of Mandarin language skills for the technicians in their interactions with the China brand's headquarters and potential future collaboration.
- Explore the potential challenges and limitations that may arise if communication becomes an issue.
3. Explore alternative options:
- Research if there are local training programs, workshops, or technical courses available that focus specifically on servicing washing machines, including those from Chinese brands.
- Consider if hiring a local expert with knowledge of the specific brand and its service requirements is a possibility.
4. Plan a blended approach:
- Combine both ideas to create a comprehensive training program. This can include a mix of local training using translated materials and access to online resources, along with a shorter visit to China for specific hands-on training or specialized knowledge sharing.
5. Communicate and discuss with the technicians:
- Present the pros and cons of each option to the technicians, including cost, time, language barriers, and potential benefits.
- Seek their input and concerns to ensure their buy-in. Transparency and involving them in the decision-making process will help maintain employee satisfaction.
6. Make a decision based on a balance of factors:
- Consider the overall cost, time, language proficiency, and effectiveness of each option.
- Prioritize practicality, cost-effectiveness, and the ability to establish an effective service department within the earliest possible time frame.
Remember, selecting the most appropriate approach will require a thorough analysis of the specific circumstances and resources available to your business.