Beamon_Bratton_DefineProblem.docx - Defne the problem...

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Define the problem: Currently your company HSN is experiencing issues with timely shipping during the busy holiday season. Looking into your past history it seems that this issue may be a common issue. In fact, recently your company received a complaint from a loyal customer stating they wouldn’t be ordering from you due to your issues. Here is a brief abstract of the customer’s comments Abstract 1: “I'm sure you've seen all around these boards that there are several CHRONIC problems with HSN that have been going on for months now. I have had bad experiences more times than I can accurately recount. Many of us have the same issues and I, like many others, will not be purchasing any items from HSN for the holidays because I have NO FAITH that they will arrive in time or actually BE AVAILABLE at all.” [HSN16] Complaints like this one can’t continue and future trends need to be positive that represents a reliable brand. Now that we know what the issue is currently. We need to dive into the complexity of this particular problem. Recently Bill Brand a president at HSN sent out a memo stating the following:   We’re having issues with some package shipping delays out of our Tennessee warehouse and we’re trying to catch up. Our teams are working around the clock to get your order to your front door. Whether it's shipping from a different warehouse, shipping in individual packages, or expedited
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  • Spring '13
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