COM 3135 Managerial Communication Memo in Report Format Managerial Communication: Business Memo Homework Assignment Write a properly formatted, professional memo to your VP of Marketing that summarizes the results of your investigation into a recent customer complaint. Your memo must include: – a restatement of the situation – what steps you took to research the question your findings – your recommended actions To complete this assignment, you must: 1. Length is no more than 5 pages 2. Submit on TurnItIn via Canvas in your course module Scenario: – You are the Customer Service Manager for the Andrews Corporation and you have just received a letter from Mr. JB Smithe who is prospective customer. Mr. Smithe is the Chief Technical Officer at Tesla Motors, Inc. which could become our newest and possibly most creative customer. Tesla Motors uses proprietary technology, world-class design and state-of-the-art manufacturing processes to create a new generation of highway capable electric vehicles. – As a co-founder of Tesla, JB oversees the technical and engineering design of the vehicles, focusing on the battery, motor, power electronics, and high-level software sub-systems. Additionally, he evaluates new technology, manages vehicle systems testing, and handles the technical interface with key vendors. Tesla Motors has introduced a prototype of the 2017 Model X crossover, its third all-electric model behind the Roadster and the Model S sedan. The seven-passenger Model X promises to be more versatile and family-friendly than the Model S, and will double the size of Teslas current U.S. lineup when it eventually goes on sale sometime in early 2018. The Model X will be offered with a 60 kWh or an 85 kWh battery and will be dual motor all-wheel drive. It is an automobile, built around the driver and artfully provides unfettered performance and brilliant functionality. 1 COM 3135 Managerial Communication – Mr. Smithe has requested a 10% discount on an initial purchase of 35,000 units of our High Tech sensor, Amos, for use in the Tesla Model X as a Blindspot Detection and Parking Sensor. Mr. Smithe and his company are impressed by what they believe is excellent response time and the overall ease in programming our sensors. He has additionally requested that we provide free special training classes for their technical personnel at their facility in Palo Alto, CA. Lastly, Mr. Smithe has indicated that Tesla would like to consider designating Andrews as one of their premier vendors. As the Manager of Customer Service, you have the task of researching the customer request and then writing a memo to Ms. Jason Wallace, your VP of Marketing. You need to explain the situation, what research you have completed, and tell her how you recommend the Andrews Corporation should handle Mr. Smithe and the Tesla Motors requests. During your research, you determine the following: – Amos has a current price of $42.00 and manufacturing cost of $27.44. – Amos has been designed for the High Tech market; it is an extremely sophisticated sensor and customer technical personnel always benefit from taking formal training to learn how to optimize the use and responsiveness of the sensor. – Complimentary training is available at each of our sales locations, but has on occasion been taught at the customer location because of their interest in optimizing Amoss performance. – When we have provide special on-site classes for customers in the past, we have always charged a fee to offset our expenses. – The Andrews Corporation product development team has agreed to write a self-study guide to feature advanced programming Tips & Techniques. This self-study guide should be available in approximately four weeks. – Since the new Tips & Techniques self-study guide is projected to be available within the next four weeks, you anticipate the number of customer requests for special education classes to diminish. Some of the options available to you are listed below, though you are not limited to these. Remember to provide reasonable justification for your recommendation and keep in mind that Andrews Corporation has a budget so the sky is not the limit. – Decline his request for a 10% discount. 2 COM 3135 Managerial Communication – Decline his request for a 10% discount and recommend that we develop a graduated discount schedule with Mr. Smithe based upon purchase quantities of Andrews sensors. Suggest that Mr. Smithe be given the 10% discount and we will provide the new advanced programming Tips & Techniques rather than on-site education. – Suggest that Mr. Smithe be given the 10% discount, we will provide the new advanced programming Tips & Techniques, and provide on-site education for a fee to offset our costs. Writing Expectations: It is expected that all written assignments in this course will be developed in a professional manner. Students in this class are expected to follow standard writing conventions used in business, including: – Block Paragraphs Complete sentences No run on sentences – No sentence fragments or sentences that dont make sense Correct use of punctuation 3
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