chapter-16-Complaining-about-products-and-services

Unit16ComplainingaboutproductsandservicesNEUSchoolofBusinessAdministration2/Chapter16BackgroundLasttime,Mr.SakaieventuallymadeuphismindandselectedBiburySystemsasbusinesspartnerofDetmoreSystemsinEuropeanmarket.CliveandMr.Sakaishookhandsonaprovisionalagreement.Intheotherhand,Katehasmanagedtodelivertheinformationthat“BigBossisgoingtobeabigsuccessinAmerica”successfullythroughanexcellentpresentation.ThelaunchofBigBosstobothJapaneseandAmericanmarketsareready.NEUSchoolofBusinessAdministration3/Chapter16Objectives：DESCRIBINGPROBLEMS说明问题DEMANDINGACTION要求采取行动PROMISINGTODOSOMETHING承诺采取措施NEUSchoolofBusinessAdministration4/Chapter16Inthisunit...ItisnowonlyafewdaysbeforethelaunchofBigBoss.Mr.SakaicallsClivetosaythathehasreceivedsomefaultyunits.DonBradleyvisitsthecomponentsuppliertodiscusstheproblem.KatereturnsfromtheStates.Sheisveryangrywhenshehearsthenews.Clive,DonandDerektrytofindasolutiontotheproblem.NEUSchoolofBusinessAdministration5/Chapter16Newwordsandexpressionsaconsignment寄售\托运货物misunderstand误解/曲解warehouse仓库defective次品batch一批localized局部的isolated隔离的／分离的rectify纠正／改正terminate停止／结束／终止hire租用jam使...卡住install安装fix修理repair修理，纠正re-negotiate重新谈判assemblyline装配线rentalagreement租赁协议serviceagreement服务契约We'vecrackedit我们成功了crucialfactor关键性的因素NEUSchoolofBusinessAdministration6/Chapter16DetmoreSystemshaslargepresenceinJapanesetoysmarket.AfterMr.SakaiflewbacktoTokyo,BiburySystemsarrangedaconsignmentofBigBosstobesenttoDetmoreSystemsimmediately.However,somethingiswrongaboutthisconsignment.Mr.SakaiiscallingCliveuptocomplainabouttheproducts.Watchthevideoandfindout:“What’swrongwithBigBoss?”NEUSchoolofBusinessAdministration7/Chapter16NEUSchoolofBusinessAdministration8/Chapter16VitalproblemsfromJapanMr.SakaicallstomakeacomplaintaboutthequalityandmalfunctionofBigBoss.ListenagainandfindouthowMr.Sakaidiscoveredtheproblem.Andalsofindoutanswerstothesequestions:1.WhendidtheconsignmentarriveinJapan?2.Whoisitthathasdiscoveredtheproblem?NEUSchoolofBusinessAdministration9/Chapter16VitalproblemsfromJapanMR.SAKAI:I'msorrytohavetosaythis,Clive,butwehavegotaproblem.CLIVEHARRIS:Hasn'ttheconsignmentarrivedyet?Wesentthemoffon...MR.SAKAI:No,Clive,youmisunderstandme,theconsignmentarrivedtwodaysago.Rightonschedule.No,theproblemiswiththeproductitself.CLIVEHARRIS:Whatisit?MR.SAKAI:LastnightIhadaphonecallfromoneofmywarehousemanagers.Hewasveryexcitedwiththenewproduct.Hewascertainthathissonwouldloveone.Sohetookonehome,openeditupandswitchediton,andheardthis...CLIVEHARRIS:Doyouhaveanyideahowmanyunitsaredefective?MR.SAKAI:Wespentthedaycheckingthewholeconsignment.Unfortunatelyitlookslikebatchnumbers993and994allhavethesameproblem.Everythingelseseemsfine.Butitwasalongjob.Mystaffhadtocheckeverytoy.CLIVEHARRIS:Kazo,Iwillgetthissortedoutimmediately.MR.SAKAI:Clive,itisessentialthatwehavetheseontheshelvesbytheendofthisweek.CLIVEHARRIS:IamsendingDerekJonesoveronthefirstflight.AndIshallsendDontothesupplierstomakesureitwon'thappenagain.NEUSchoolofBusinessAdministration10/Chapter161.WhendidtheconsignmentarriveinJapan?2.Whoisitthathasdiscoveredtheproblem?1.Twodaysago.2.OneofthewarehousemanagerofDetmoreSystemsNEUSchoolofBusinessAdministration11/Chapter16Whatshouldbedonetoremedy?It’sveryclearthatDetmoreSystemsisaveryimportantbusinesspartnertoBiburySystemsintermsofthelaunchofBigBossinFarEasternarea,especiallyinJapan.Sincethen,Clivehastomakedecisiononimmediateactionstosolvetheproductproblems.Watchcarefully,andfindoutthesolutionstothequestionsbelow:WhatactionswillClivetaketosortoutMr.Sakai’sconcern?1)SendDerekoveronthefirstflight;2)SendDontothesupplierstomakesureitwon’thappen.NEUSchoolofBusinessAdministration12/Chapter16FullunderstandingoftheproblemFromtheconversationbetweenMr.SakaiandClive,weknowthatsomethinggoeswrongwithBigBoss.Watchthedialogueagainandgivetherightkeystothisquestions:1.Howmanyunitsinthisconsignmentaredefective?2.Whendotheproductsneedtobeonshelves?1.Batchnumbers993and994havegotthesameproblems.2.Bytheendofthisweek.NEUSchoolofBusinessAdministration13/Chapter16DoncomplainsthesupplierClivehassentDontoSouthfordComponentstodealwiththeproductqualityproblems.Inthenextsection,DonisnegotiatingwithMrClayton.Watchandlistencarefullyandanswerthat:1.What’stheexactproblemofBigBoss?2.Howmanyareeffected?3.WhatwillMr.Claytondotosolvethisproblem?4.WhatdoesDonwanttodo?NEUSchoolofBusinessAdministration14/Chapter16DoncomplainsthesupplierDONBRADLEY:Therearetwohundredfaultycircuitboards.OurproductforthefarEasternlaunchisdefective.Thiswilldamageourreputationinthemarketplaceandit'sveryembarrassingforus.Iwanttoknowwhatyou'regoingtodotoremedythesituation.MR.CLAYTON:Mr.Bradley,wehavetrackeddowntheproblem.Wecanguaranteethatitwon'thappenagain.Therewasalocalizedprobleminqualitycontrolwhichwehaveisolatedandrectified.WenowhaveanewQualityAssuranceprogramme.DONBRADLEY:That'sallverywell，butyouhavefailedtomeetthetermsofthecontract.Iamafraidwehavenooption.Wewillhavetoterminatethecontractandfindanewsupplier.MR.CLAYTON:Mr.Bradley,Iunderstandyourconcernandrecognisethatit'saveryunsatisfactorysituation,butmayIpo