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Case Study 1: Lack of Communication The problem we identified is a lack of communication regarding changes in responsibilities within associate positions in turn effecting customer responses. Changes are not communicated to the people who are affected most by the changes. How we identified the problem: When an employee goes to a designated employee who is in charge of a certain account, the designated employee says, “I do not do that account anymore.” Now the new mission is who “does” this account belong to now. After speaking to the supervisor to find out who handles the account, the new contact is approached. When the original inquiry is made, the response is, “I do not handle that account.” After informing him or her that she does, the new response is, “No one told me that, I do not know anything about that account.” So, after all is done, fifteen minutes or more has been wasted on finding out who handles the account and still there is no answer to the original question. For everyone who has to get information regarding that account, now has to go through the same process and frustration. The reassigning of positions without communicating it with the rest of the organization could cause a lot of problems with providing good customer service.
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