Global Operations and Supply Chain Management Assignment

Topics: Pest control, Complaint, Problem solving Pages: 3 (820 words) Published: May 28, 2011
Name: Lo Ka Fai
Student No: 11607165

Question: Describe the operation/supply chain problems in your workplace. Analyze the operation/supply chain management problem which you think adequate for solving the problems and propose solutions to solve the problems.

I am working as a foreman in Food and Environmental Hygiene Department. Our Department’s main job is to ensure that food is fit for human consumption and to maintain a clean and hygienic living environment for the people of Hong Kong. As a foreman grade staff, I am assigned to Pest Control Section in southern district. My job duty is to monitor the performance of contractors and staffs, handle customer’s complaints.

The main duty of our pest control section is to provide pest control service to the public or public area. Normally we receive the complaint by public, the clerical assistant in General Registry will filter the case, open a file and pass to relevant section to follow up. Our one of the general worker will receive and issue the file from main office to pest control section office. Once the senior staff receives the file, they will pass the relevant file to foreman grade staffs to follow up according to our defined responsible area. But it is a fact that public always crab for our slow response on handling complaints.

To a certain extent this problem reflects the government’s organization structure. Government organizations are departmentalized that so many steps involve in a work process. The work process from receiving complaints by public to the follow up action by foreman grade staff almost needs five days. Once the clerical assistant or our general worker is on leave the complaint cases has to be delay and affects the work process. The complicated complain process affects the efficiency of complaint handling and results on customers dissatisfactory.

Our general path to handle public complaint is to conduct site inspection and investigate whether the problem exist or not. Even...
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