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ROLE PLAY
DIRECTOR OF THE SUPERMARKET CHAIN (SPENCERS)
: Good Afternoon everyone.We have with us Mr. Raul Gonzales, the Director of
Frutas Valencia, Spain. Mr. Raul, I¶d like tointroduce you to the Quality Manager
of our supermarket (Spencer¶s), Ms. Swati Bhalla and thePurchase Manager,
Ms. Shreeya Pandya.Mr.Raul as you¶d know, we have over 70 branches all over
India. Over the past month, I havereceived complaints from nearly 50 branches
about the supply of Vegetable as well as fruit juicesbeing supplied by Fructus
Valencia. Hence we decided to go in for an internal quality control testto know
the reasons for the same. I¶d like our Quality Manager Ms. Swati Bhalla to give
us aninsight into the problem.
Q
UALITY MANAGER
: Since the number of complaints was rising exponentially I wasdirected to look
into the matter. After carrying out a number of random sampling tests, my
teamand I came to the conclusion that the main reason behind the foul smell in
the tins supplied byyour company is the extremely strong detergent used to clean
the aluminium cans.
DIRECTOR FRUCTUS:
Mr. Talwar, we have been in this business for over 30 years, and thisis the first
time we¶ve received a negative feedback about our products. We are the
marketleaders in India, and hence we are taking your feedback very seriously.
And that¶s one of themain reasons as to why I decided to come down here
myself and address the issue.
DIRECTOR SUPERMARKET
: We are pleased that you are paying heed to our feedback, asboth our
organization¶s brands are at stake here. In fact, our Purchase Manager speaks
highly of your company. Ms. Shreeya, if you could brief us with the purchase
department¶s view on theissue.
PURCHASE MANAGER:
To start with, I¶d like to say that the purchase department has beenaware of the
complaints which have been coming in, and we have been doing a cost
benefitanalysis of whether to continue the relationship with Frutus Valencia or
not. The company offersus a good price, which helps us increase our revenues;
the ad campaigns that they carry out pushthe products as well. We share a good
relationship with their distributor¶s, which works well for
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us. But at the same time, if we receive such complaints for some more time, it
might startaffecting not only the brand value of the Frutus Valencia, but also that
of Spencer¶s and wedefinitely can¶t risk that.
DIRECTOR OF SUPERMARKET:
There¶s no doubt about that. Mr. Raul, our businessrelationship has been
smooth over the years and both our organizations have seen tremendousgrowth
together. The symbiotic relationship has benefitted both the parties and hence
beforetaking any decision, we¶d like to know as to what really has gone wrong
from your end.
DIRECTOR OF FRUTUS VALENCIA
: I guess you are aware that we have opened up a newplant in Barcelona. The
first consignment which came out of the plant was shipped to your supermarket.
And because there haven¶t been any complains before, it¶s definite that the
problemhas arisen because some quality issues which we have come across
thanks to your feedback. I amflying back tomorrow, to Barcelona, to meet with
the Plant Manager and the Quality Manager sothat the necessary corrective
actions can be taken.
DIRECTOR OF SUPERMARKET
: That¶s alright, but Ms. Shreeya, how much defective stock of Frutus Valencia
do we have?
PURCHASE MANAGER
: Sir, goods worth Rs. 4 Crores are on display and about 3 crores arein the
inventory.
DIRECTOR OF SUPERMARKET
: So how can you help us Mr.Raul?
DIRECTOR OF FRUTUS VALENCIA
: We are ready to do all it takes to maintain our relationship with your
organization and so I see no other solution but to take the stock back andsend a
new consignment from our other existing plants in Valencia across all your
stores.
DIRECTOR OF SUPERMARKET
: And how much time will that take?
DIRECTOR OF FRUTUS VALENCIA
: I assure you that the transition will be completebefore 7 days. Until then, you
can use the shelf space to display our other products.
DIRECTOR OF SUPERMARKET
: Looks like we¶ve got a deal here.So would anyone care for a bite? Mr. Raul
have you tried the Tandoori cuisine of our country?