The Irate Customer

Management activities are often discussed and analyzed from a single perspective because of which the large picture of the changing managerial environment is sometimes left incomplete. This setting of this case is an organization which implementing new initiatives in its effort to improve its sales, profits and growth rates. The body of case is presented in the form of a letter with several enclosures, recreating the chain of events leading to the final letter. While the situation described touches upon some specific areas of management it also attempts to illustrate the effect that decisions in one business area may have on other business areas, with particular reference to the Indian business environment.