bec 商务报告例题2

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1、例题2YouworkintheCustomerServicesDepartmentofamail-ordercompany.Youhavebeenaskedtoprepareashortreportforyourlinemanageraboutcomplaints.Lookattheinformationbelow,onwhichyouhavealreadymadesomehandwrittennotes.Then,usingallyourhandwrittennotes,writeyourreport.Write120-140words.computersystembreakdo

2、wnimprovedordersystemintroducedReasonsforcomplaints(Jan–March)fewerinMarch²Incorrectorderdelivered---16%explainplanstoimprovedelivery²Timetakentodeliver---56%saywhatisbeingdoneaboutthis²Productqualityunsatisfactory---28%CustomerComplaintsReports(2010Jan-Mar)Background-Numberofcustomerscomplain

3、sreceivedshowedveryhighpointsinFebruary-ItbecamelesshalfthanFebruary’sinMarch.Analysis-ThebreakdownofcomputersysteminFebruaryleadtoalotofcomplaints.-Ontheotherhandtheintroductionofimprovedordersystemdecreasetheamount.-FewerincorrectorderdeliveredinMarch.Itresultinfewcomplaints.-Morethanhalfofc

4、omplaintsarebecauseoflatedeliver.-Unsatisfactoryproductquality’scomplaintsshowed28%ofall.Recommendation-Toimprovedeliverysystemisimportant,itleadsthedecreaseofcomplaints.Itshouldbeimproved.-Toreducepoorqualityproduct.Productsshouldbecheackbeforeshipping.Band2Theorganizationofthereportisreasona

5、ble,asistheregisterandformat.However,notallcontentpointsareadequatelyaddressed,alimitedrangeoflanguageisused,andtherearesomedistractingerrors.Reportoncustomercomplaints(2010Jan-Mar)IntroductionThisreporthasthepurposeofpresentingthereasonsforcustomercomplaintsin2010.FindingsThecustomercomplaint

6、sreceivedin2002were300inJanuary.Thentheyincreasedto540inFebruarybecauseofthecomputersystem’sbreakdown.InMarchtheyfellto230becauseanimprovedordersystemwasintroduced.ThereasonsforcomplaintsfromJanuarytoMarchwereanalysed:Firstlythecompanyreceivedcomplaintsforincorrectordersdelivered.Theseerrorswe

7、refewerinMarch.Secondlythetimetakentodeliveristoohigh,butthecompanyhasplannedtorecruitnewagents.Finallycustomerscomplainforthepoorproductquality.Inordertosolvethisproblem,morequalitycontrolsaremaking.ConclusionsAtthemomentallcustomersar