Case: Communication T 55
Introduction
How to have smart communication
Scope: Production or service company
Target group: Director, production manager, QSE manager, customer
Situation
This month, the two public holidays may cause a delay in the delivery of products PX1 to the Mytoy customer who has already shown signs of concern (Ms. Verynear, Mytoy director, phoned twice this week).
Mr. Thehand, Nicetoy director, asked Mr. Theback, production manager, to send him an action plan to meet the deadline for the Mytoy delivery by no later than Friday morning.
Challenge
Mr. Theback gathers his team and together with Mr. Thenose, QSE manager, they choose to respond to the director as follows:
Solution 1. Perform the following tasks:
- identify all the potential risks
- analyze the risks
- find the root causes
- evaluate each risk
- prioritize
- select the means to address the risks (action plan)
- reassure the customer, informing them of the action plan
Solution 2 Decide:
- to draw up the action plan
- to send a soothing email to the customer
Solution 3. Require an additional week to provide a detailed and adequate response