Assignment \#5 - Moments that Matter: A Post-Mortem Report Grade Value: 20 marks (15\% of your final grade) BACKGROUND Background: You are a Relationship Manager for Seneca Estates, a prestigious, family-owned winery based in France. Each year 7 hotels across Canada host a Wine Expo, on the same night, at which collectors and high end restauranteurs have the first opportunity to taste and purchase. This year, to mark an anniversary, Seneca Estates, will present a gift of wine to all attendees at each of these highly anticipated events. Customized labels and bottles were created just for this occasion. Venue Cities: Toronto, Montreal, Ottawa, Winnipeg, Calgary, Edmonton and Vancouver Situation: The previous Relationship Manager was in the role for many years and established a strong, trusted relationship with the hotels. You are not new to Seneca Estates, but you are new to this Account. Four weeks before the event date, the wine was delivered to French Export customs. Feeling confident, you advise each hotel accordingly: 1 week processing at French Export customs - 1 week processing at Canadian Import customs - 1 week to deliver via truck to all hotels -1 week to spare. You send an email to all attendees, letting know that there is a "special" surprise coming to them, courtesy of Seneca. A week later, you are notified by French customs that the paperwork does not match the shipment. It seems the warehouse at Seneca Estates bundled it with another shipment meant to go to New York. The entire shipment has. to be returned to Seneca in France and re-packed. This will take another week. You are left with 2 weeks before the event. This is barely enough time to airfreight to Toronto and clear customs. Contractually, you are responsible to get the wine shipment to each hotel. Seneca's Distribution Centre near Toronto co-ordinates delivery. The original plan was to transport the wine, by truck, to each hotel. The wine may arrive in Toronto on time, hut will not make it to the other hotels based on the original plan. Hotel Event Managers are emailing you for an update on the status of the wine shipments. What do you do? You cannot take the email that you sent, and you have a Social Media "selfie station" where people can take a picture with their free bottles. Now, there is a risk that you and your company will look foolish. INSTRUCTIONS At times, the ability to deliver experience excellence is challenged. These moments, however, can present an opportunity to engender trust and enhance relationships. Write a post-mortem report by applying the Six Pillars of Customer Experience Excellence to a B2B scenario, in a "moment that matters". Refer to lecture notes, with a focus on Weeks 9 \& 10 - B2B 6 Pillars..., and the following Evaluation Breakdown to develop your report content. TIP: Read through the Evaluation Breakdown carefully, to ensure that you have addressed all the points necessary for a comprehensive report and maximum marks. The Six (6) Pillars of Customer Experience from a B2B Perspective (Source: 2017 KPMG Nunweod Consulting) 1. Personalization Build toward a special relationship by recognizing and responding to a client's unique needs 2. Integrity Use your expertise to earn trust 3. Expectations Accurately set and reset expectations as the project unnalds 4. Resolution Fix problems with urgency when they arise 5. Time and Effort Maximize the client's time investment, minimize their effort and create frictionless processes 6. Empathy Show that you care about the client's business and the clients as individuals Evaluation Breakdown: Post-mortem - After a problem has been worked through and resolved, it is common to provide a "postmortem" report to your boss and other departments affected by the incident. Briefly summarize the situation, your problem-solving process and your solution. Remember that commentary for how to improve processes to avoid recurrence, is important in a post-mortem as well. - Stakeholders/Analysis - 5 marks Explain what happened to your boss. Provide a brief overview of the situation and identify at least 3 stakeholders and how each could be impacted by this scenario. What's the worst case? - Action Plan/Analysis - 10 marks Explain how you mitigated or eliminated the negative impact on each of the stakeholders. Clearly and concisely describe what series of Actions you and other Seneca Estate team members took, to achieve the best outcome for your customers. Reference the "Six Pillars" in developing your plan. At least 5 out of the 6 Pillars should be cited. Tip: It is not necessary to explain each Pillar but they should be referred to by name and linked to your Actions. - Recommendation - 3 marks Identify what went wrong in the process and recommend next steps to minimize or eliminate the risk of this situation occurring again. Talk about the communication aspect, given the email and the social media. - Style/Format - 2 marks Report is to be no more than 2 pages. Note layout, organization, spelling, grammar, and punctuation. Submissions after deadline will be assessed at 4% cumulative each day. After Day 5 , a zero grade Due Date: Written Report to be posted to Kritik by 11:59 on March 29. Students who do not participate in evaluations will lose 50% of their mark