Question

This is related to Personnel Management and Customer Service in Supply Chains

(1) What does it mean to have a learning culture within an organization? How would you as a supply chain manager facilitate such culture within your organization.Please name the focal organization for which you are providing the explanation.

(2) Mr. Jim Perkins, a consultant in private practice, once stated as follows: “People are born to be leaders, they cannot be trained to become leaders”. Do you agree

with Mr. Perkin’s statement? Clearly explain why or why not.

(3) Can we avoid service failures? Using suitable examples for companies with which you are very familiar, clearly explain why or why not. Please provide the

name of the organization for which you are providing the description.

(4) Using suitable examples, clearly distinguish between the concepts of “Service Recovery” and “Service Guarantee”. Also, explain the potential impacts they can have on supply chains.

Answer 1

1. I have chosen the company Google. Learning is the process of understanding the tools and techniques of the organization. It helps in the growth of the organization. Learning culture develops the organization as a whole and as a part. The part of the organization here is individuals. It is actually a kind of set which consists of values, conventions, processes and practices in the organization. This increases the knowledge, competence and performance.

The company program g2g is due for the culture of leaning fostered within company. It actually aligned with the core leaning culture of the company.

As a supply chain manager, I would facilitate such culture within my organization by Applying lean practices to the supply chain. Lean practices are the set of tools and techniques which helps in the continuous development of the supply chain. The lean practices are also a kind of systematic approach which enhances the customer experiences by elimination or leaning the process of the business supply chain.

2. Mr. Jim Perkins who is a consultant in private practice states that “People are born to be leaders, they cannot be trained to become leaders”. I did not agree with the Mr. Perkins statement. This is because process of leaning, teaching and observation changes the quality of the person. Leadership is the skill of the people which can be acquired by these practices and by experiences over time. As the leaning is the life time activity so as the leadership. The more the people acquire the learning and understanding skills more the confidence he may gain from it. The behavioral theory proves this. Leadership is the et of skills which can be leaned by training, perception, practice and experience over time. The people gins knowledge lifetime and the leadership skills too. Leaders actually seeks out development opportunities. For example, in military these skills were given.

3. Yes, we can avoid service failures. The service failures can be avoided by the following practices such are:

1. Ensure the services security before the delivery of the service.
2. Document the type of failures of past and act accordingly.
3. Get the feedback from the customers.

For example, in case of Maggie noodles issue in the India of Nestle Company that the product contains the lead. The company then first apologies about the issue and investigate the issue. Later the product was called back and altered the specification as per the FSSAI of India. The company review the strategy management and planning.