Question

Refer to slide 9, in the same format, Provides 5 examples with regards to problems definition, based on symptoms, underlying symptoms and underlying causes...

I am stuck on this exercise and not really sure what to do...

Problem Defn Based on Symptoms Can Be Misleading Firm Symptoms Problem Definition Based on Symptoms Based on Underlying Causes Manufacturer Consumers of orange say the sugar soft drinks content is too high Determine consumer preferences for alternative levels of sugar content Color. The color of the drink is a dark shade of orange giving the perception that the product is too "sugary." Slide 9 Manufacturer Customers of machine complain tools prices are too high Determine the price elasticity of demand Channel management. Distributors do not have adequate product knowledge to communicate product benefits to customers.

Answer 1

Firm	Symptoms	Problem statement	Underlying Causes
Manufacturing of base metals	customer complaints about Low grade materials used	Determine the right quality mix and grade of materials	The quality maybe low due to side products and adulterous metals processed
Distribution of generic medicines	Customer complaint about duplicate products	Determine the authenticity of medicines	The authentication issue must be due to mislabelling or vendor fraud from where materials are procured
Mobile services provider	Customer complaints of call drops	Determine the spectrum and bandwidth allocation	The call drops maybe due to high customer density and low tower proliferation
Hospitality services provider	customers complaint of theft	Determine the service quality assurance protocol	Theft could be due to improper background check check of the staff
Airline services provider	Customer complaints of high dyanmic prices	Determine the pricing mechanism and volatility	The high fare might be due to poor connectivity and flight cancellation by other Airlines causing excessive demand