Case Study

Let us examine the problem faced by Mr$.$ Rakesh, Regional Manager of Beta Pvt$.$ Ltd$.$ Beta makes and distributes products from more than $10$ international pharmaceutical and health care companies. Mr$.$ Rakesh is responsible for managing existing clients and also to get new clients. He manages a number of sales representatives. Important customers have a dedicated sales representatives, while other sales representatives try to get new clients. One day an important customer $($Good Health Hospital$)$ called Mr$.$ Rakesh and complained that Mr$.$ Bhasin $($the sales representative$)$ was ineffective and insisted he need to be removed, or else they would not give any business. Here are Mr$.$ Rakesh thoughts:

In an internal enquiry, Mr$.$ Rakesh found that the real reason was personal differences between Mr$.$ Bhasin and the hospital superintendent.

The track record of Mr$.$ Bhasin was good and he was liked within the company. Dismissing him or even transferring him to a new region will affect the morale of the work force.

Good Health Hospital is a major customer and gives good business. Loosing the hospital is not an option.