Question

You are hired as an assistant brand manager for a popular consumer product. One day in an emergency meeting, the brand manager informs the group that there is a problem with one of the suppliers and that he has decided to send you over to the manufacturing facilities to investigate the problem. When you arrive at the plant, you learn that a key supplier has become increasingly unreliable in terms of quality and delivery. You ask the plant manager why the plant doesn’t switch suppliers, because it is becoming a major problem for your brand. He informs you that the troubled supplier is company owned by his cousin, whose wife has been very ill, and he and his company just can’t switch right now. What courses of action could you take?

Answer 1

To address the issue with the unreliable supplier, empathize with the plant manager's situation, assess the impact on the brand, balance compassion with business needs, explore interim solutions, and communicate and escalate as necessary, always keeping the company's best interests in focus.

Step-by-step explanation:

In handling the situation with a key supplier that has become unreliable, it is important to approach the problem professionally and pragmatically. Understanding the personal reasons behind the plant manager's reluctance to change suppliers is essential, but the brand reputation and customer satisfaction must also be maintained. Here are the steps you could take:

1. Empathize with the plant manager's situation and acknowledge the family circumstances that are causing the hesitance to switch suppliers.
2. Assess the impact of the unreliable supplier on the brand, including the potential for damage to the brand's reputation and the risk to customer safety.
3. Communicate the importance of finding a resolution that balances the need for compassion with the imperative to maintain supply chain integrity.
4. Explore potential interim solutions such as quality control improvements or secondary suppliers to mitigate risks while considering a long-term strategy.
5. Propose and discuss various options with both the plant manager and your superior, emphasizing the importance of upholding the brand's standards and the potential long-term consequences for the company.
6. If necessary, escalate the issue to higher management with a well-constructed argument about the risks to the business and the possible solutions.
7. Document all communications and strategies for transparency and future reference.

Throughout this process, you must provide exceptional customer service to your managers, acting resourcefully and keeping the company's best interest at heart while navigating through this critical issue.