Scribd
Upload
128 views

Ledger

The Northlands Ledger approached customers with a bureaucratic hierarchy where access to top management was limited, lacked transparency, and decisions were made by a few elite members rather than being data-driven. This non-customer centric approach led to performance issues like delays in delivering breaking news due to inefficient printing and delivery channels. The culture at the Ledger was not conducive for simply dictating orders to improve customer focus, as there were many departments that would challenge orders due to the challenges of collaborating to provide better service across news delivery, advertising, and customer complaint handling.

Uploaded by

vinay jaiswal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
128 views

Ledger

The Northlands Ledger approached customers with a bureaucratic hierarchy where access to top management was limited, lacked transparency, and decisions were made by a few elite members rather than being data-driven. This non-customer centric approach led to performance issues like delays in delivering breaking news due to inefficient printing and delivery channels. The culture at the Ledger was not conducive for simply dictating orders to improve customer focus, as there were many departments that would challenge orders due to the challenges of collaborating to provide better service across news delivery, advertising, and customer complaint handling.

Uploaded by

vinay jaiswal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 1

Vinay Kumar

EPGP-10-078

1.What are the differences in the approach to customers of the Sun Belt City Star and
Northlands Ledger?

Ans. Hierarchy which is similar to bureaucracy at Northlands Ledger and no access to top
management, while at Sun Belt City Star everyone has access to top. Lack of transparency at
Northlands. Favouritism was rampant at Northlands Ledger while transparency at Sun Belt.

Customer centricity at Sun Belt City Star, while at Northlands few elite members would
decide what the readers wanted to read. No data driven approach at Northlands.

2. What are the reasons for the Ledger’s (non) performance.

Lack of transparency, delay in delivery of papers due delay in printing breaking news,
Unionized and inefficient delivery channel. Customer complaints not being handled
transparently.

3. Does the culture at Ledger appears conducive for Potter to simply dictate orders to
improve customer-focus? What would happen if he adopts this approach?

Culture at Ledger is not conducive for Potter to simply dictate orders to improve customer-
focus. There are many challenges which will not let the orders to be followed. There are
many departments which are responsible to give a better service to client,the advertising, to
news to be delivered, advertising dept then the customer complaint handling team.

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy