Organizational Problems and Possible Solutions

OrganizationalProblems and Possible Solutions


OrganizationalProblems and Possible Solutions

Customersatisfaction is one of the main instruments that facilitates theexistence and survival of a business organization (Yang, 2003). It iscritical for XYZ Company to consider offering what their customerswant rather than producing quality goods and services that may notmeet up with the customers’ taste and preferences. Customers arealways the king of markets, and, therefore, there is a need for a lotof care when handling them.

Inthe recent, I have noticed that there have been a lot of complaintsfrom the customers that have made the numbers of sales of ourproducts reduce and some of our clients disappearing. The customershave been complaining about the reduction of quality of goods andabout the current packing that was recently adopted by the newmanagement. Some of that launched theirs complaints through ourretail customers did not a desirable feedback and decided to stopusing our products. As a result of the change at XYZ Company`sproduction and packaging by the new management, the current staffsare also not conversant with the new changes made within theorganization. Therefore, the personnel spend a lot of time in theproduction process than they use to pay before with the old system ofproduction. The new changes that were adopted have brought a lot oflosses to XYZ Company rather than improving the profits. Even though,the company’s management have been blaming the losses of theemployees attitude towards the new management, my survey with theretailers and customers indicate otherwise.

Whencustomers are satisfied with a service, they are more likely topurchase that service again (Yang, 2003). Moreover, when customersare happy with a product they may decide to buy that particularproduct even if they did not plan to buy. Product Satisfaction is oneof the many factors most customer use to make purchasing decisions.In other words, intangible feelings may play a substantial role inmaking decisions to purchase products. There are some of thesolutions that XYZ management can apply to save the company fromlosing more of its customers. One of the principal they need toremember is that quality is never by accident. Quality requires aneffort, and it is the customers that determine what is of a qualityto them since they are the consumers of our products (Yang, 2003). Iwould, therefore, advise our new management to involve our customersfor them to understand their taste and preferences. Even if it needsXYZ to get back to their old ways of production, it will be proper ifthat is what our customers feel comfortable. Most of the customersare suggesting that they better get back to the new packaging andquality than the new method.

Thereis also need for a pleasant atmosphere to our clients. Any sensiblecustomer will tell you that given same product or service, they wouldchoose to buy products at the place that offers a clean andwell-organized environment. The current management is advised toensure that XYZ operates in a clean environment together with theirretailers at the market. The level of cleanliness will be anadvantage for competing with other producers of the same products inthe market. Packaging of the products should be one that pleases thecustomers and not the company or the management. Then when it comesto the delivery of the goods to the customers, a company should getaway of evaluating their suppliers. The evaluation should identifyonly the ones that would be reliable to the customers (Kumar, Kalwani&amp Dada, 1997). They need to make sure that the consumers get theproducts in the market at the time that they need the commoditiesmost. Employees working on the new production need training and somenew qualified personnel be added to XYZ Company to facilitate theproduction speed. The management needs to work towards improving theprofitability of the company.


Kumar,P., Kalwani, M. U., &amp Dada, M. (1997). The impact of waiting timeguarantees on customers` waiting experiences. Marketing science,16(4), 295-314.

Yang,C. C. (2003). Improvement actions based on the customers`satisfaction survey. Total Quality Management and BusinessExcellence, 14(8), 919-930.