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Customer Service at Woodson Chemical Company

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Submitted By gsrreddy507
Words 1360
Pages 6
Sairam Reddy Gunkala
John E Mello
Seminar in Logistics
06/15/2015
Assignment-2
1 .What is the critical issue(s) confronting WCC North America? Critical issues confronting WCC North America is that customers are not satisfied with existing services, they have expressed disappointment. According to case text “In particular customers express extreme dissatisfaction with the order information process” (Bowersox, 2013). The technology that was being used in the WCC North America does not have any sophistication to let customers tracking their order through all the WCC North America operations. There is not enough communication and exchange of data between the departments that enables customers to track the order. Technology that the WCC North America possess does not allow them to monitor inventory or commit to suppliers about materials.
Another major issue for WCC North America is most of its division sales are declining except the customer specialty products because of additional capacity that is being manufactured by developing countries is making WCC North America lose sales and has increased cost of distribution and marketing for its products. WCC North America were unable to keep up the pace with changing technology and expansion of global economy. The availability of cutting edge technologies can make any company lower its cost. “The determination of where to focus chemical operations is also becoming increasingly complex as the geographic nature of industry changes economically” (Bowersox, 2013). Due to the economic uncertainties in the world it is becoming difficult to WCC North America to select a country and concentrate its operations.
WCC North America is facing a tough time maintaining finished goods inventory due to its size and distribution network. Handling of the hazardous materials during transportation is one of the major issues for WCC North

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