Question

You have just been hired as a Human Resource Manager in a small, but rapidly growing organization with 160 employees. During the interview and selection process, the CEO stated that the reason an HRM Manager was needed was because there was an increase in customer complaints concerning errors in shipments of orders. Errors included incorrect products and quantities, as well as increases in defective products. The errors seemed to be random; in other words, customers did not know if and when they would receive a correct and complete order or one with missing and/or incorrect or defective products. You have one non-exempt HR clerical-type employee in the department. Obviously, this is an important problem for a growing start-up organization. Where would you start to determine what is wrong? What would you do to quickly, but effectively, correct the problem?

Answer 1

I will start with the system where the order is first fed and recorded in the organisation's system i.e. the reason for such errors could be that the wrong information which means wrong order of the customer is being fed in the system because of which the next steps of processing the order is going wrong. hence if that ste is rectified the rest of the process of delivering the right product to the right customer gets sorted.

I would build an audit team that would take care of the first piece of the entire process i.e. the job of the team would be to catch and solve the first point errors so that the rest of the process falls into place and a decrease in the number of customer complaints can be observed.