Post-mortem report

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, Serene 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 Serene 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.

A week later, you are notified by French customs that the paperwork does not match the shipment. It seems the warehouse at Serene Estates bundled it with another shipment meant to go to New York. The entire shipment has to be returned to Serene 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. Serenes 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, but 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?

Post-mortem report After a problem has been worked through and resolved, it is common to provide a post-mortem 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

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. Whats the worst case?

Action Plan/Analysis

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 Serene 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 ( i.e Personalization, Integrity, Resolution, Expectation, time and effort & empathy) 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

Identify what went wrong in the process and recommend the next steps to minimize or eliminate the risk of this situation occurring again.