Summary Of WCC North America

The critical issues facing WCC North America revolve around their poor customer service reviews. Customers are unhappy with the company’s current order-information process and want up-to-date information the statuses of their purchases. While the company is moving in the direction of increased integration, there is a necessity for better communication and more integration of the departments to better orchestrate customer orders and information status. The current division of departments is acting as a bottleneck in terms of satisfying customer demands; therefore, a freer flow of information would prove to be beneficial to overall customer satisfaction and sales performance.

2. We think that the management structure needs to be revisited, as it is proving to be outdated. The decentralized structure is not efficient with ever-improving technological capabilities.
Their benefits might include an eventual more rapid response time, more available and reliable information, or even lower prices in the long run.

4. If these changes were successfully implemented, the WCC North America operations would become smoother. An integrated supply chain would synchronize manufacturing, procurement, and customer accommodations across all departments for one logistical network. There would be improved flow of information, product, service, finances, and knowledge.

5. Along with the integration of supply chain management, we would recommend an integrated information system in order to simplify order processing and improve overall customer service. While the case states that customer service, transportation, and warehousing are provided by the logistics group, and the finance group is responsible for finance and accounting, all of these functions would become streamlined and available to each