A Difficult Choice For Anthony Fraser Essay Example

are presently high.

Alternatives:

Anthony accept the offer from Magnum and not inform Mitron

• Pros: Increased income for AnthonyIncreased satisfaction for Anthony. Customer satisfaction with needs being met in a timely manner
• Cons: Magnum is not satisfied with Mitron’s customer service, but with Anthony’s. No change in Mitron’s policies. No knowledge in Mitron of depth of problem, no way to resolve for future

Anthony discuss offer from Magnum with his management.  No Change in Mitron policy, require follow normal channels.

• Pros: No change to handle
• Cons: Magnum dissatisfied with Mitron’s customer service. Anthony is dissatisfied with monetary payment and recognition. Mitron’s policies do not meet customer needs. Mitron in jeopardy of loosing Magnum as a valued customer.

Anthony informs Mitron.  Mitron allows Anthony to take the job on the side. Mitron does not adequately analyze their policies to see how they can improve their service.

• Pros: Magnum is satisfied with the quick response that they have received and the acceptance of their offer.Anthony is satisfied with monetary compensation and recognition.Mitron’s allowance meets the customer’s needs.
• Cons: Magnum is not satisfied with Mitron’s customer service, but with Anthony’s. Magnum is likely to use Anthony again in the future, cutting out Mitron. The relationship between Mitron and Magnum is not strengthened.

Anthony discusses with Mitron and Mitron assigns Anthony to Magnum’s site, expediting the process.  Mitron commits to the same pay being offered Anthony by Magnum and pledges to evaluate it internal processes.

• Pros: Magnum is satisfied with Mitron’s customer service. Anthony is satisfied with monetary compensation and recognition by Mitron and is more likely to stay. Mitron can evaluate their policies to make sure they are best structured to meet customer
  

needs. Working closely with Magnum, they can build a policy that works well for both the customer and the service provider.  The relationship that is created will be strong and last over time.

Recommendation

Proceed with option 4. It is in the best alternative for Mitron as it will promote a healthy relationship with both Anthony and Magnum. Anthony’s experience and customer service represents an exceptional employee, one that Mitron should retain. This is also an opportunity to build a stronger and long-lasting relationship with Magnum as they continue to meet their needs. This is an opportunity for Mitron to develop a mix of success that would position them to deliver timely and professional service that will exceed the expectations of their costumers. ImplementationAnthony will arrange a schedule that will be comparable to all parties. Mitron should do an internal and external evaluation of their company to determine their Strengths, Weaknesses, Opportunities, and Threats. While Anthony is working with Magnum, it is essential that Mitron review their internal policies and implement changes to their processes to meet customer needs.