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Meditech Surgical Case Paper

934 words - 4 pages

Meditech Surgical Case Paper
Professor Leon Powell
ISCOM 476
June 11, 2012
Meditech Surgical Case Paper
Meditech has a new medical device they are trying to sell to customers while also trying to meet the demands of their current products. The company has several issues including the customer service department, relationships with vendors and suppliers, warehouse locations, and distribution locations. Meditech does not have systems and procedures in place to handle customer complaints, create reports to accurately forecast for sales, and they do not have a good relationship with their supplier to understand the production process. There are several processes and procedures that ...view middle of the document...

Because of the delivery problems with the medical devices, customers became angry and voiced their opinion to the customer service representatives. Meditech’s customer service department is not use to handling these types of complaints and did not explain the problem to the customers very well. This caused Meditech to lose customers to their competitor, National Medical. Another problem Meditech has is they have all their warehouses in one location. This has caused slow delivery problems in getting the products to their customers (Simchi-Levi, 2008).
Organizationally Meditech does not have a system in place that can track, record, and create reports of customer information. By not having a system in place for customer data Meditech could not accurately forecast what their customer demands would be. The product production schedule did not give information as to when the product would be available or how soon it could be shipped. Meditech had poor communication with their supplier and product was being shipped anywhere from 2 to 12 weeks just to ship in the United States; and longer if the product was shipped overseas. Poor communication with the suppliers caused Meditech to have poor communication with their customers (Simchi-Levi, 2008).
Why is the Customer Service Manager the First Person to Recognize the Major Issues
The customer service manager was the first to realize that Meditech had major issues because all the customer complaints came in to that department. By reviewing all the complaints the manager could see what types of complaints the customers had. The manager went to the hospital where the complaints were coming from and was able to witness what was happening firsthand. The manger and his team completed some research to figure out what was causing the issues ( Simchi-Levi, 2008).
How Would You Fix These Problems
I would fix the problems that Meditech has...

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