The vice president of manufacturing for W.C. Wood Company (Wood) was satisfied with the implementation of the new packaging system for refrigerators and freezers (known as “clear pack”). Despite some initial start-up problems, problems have been resolved and customers had even started complimenting wood on the change. Therefore, it came as a surprise when Maytag refuses delivery of the product clear pack and instead notified of an impending wood supply for its under warranty take … Read more »

The vice president of manufacturing for W.C. Wood Company (Wood) was satisfied with the implementation of the new packaging system for refrigerators and freezers (known as “clear pack”). Despite some initial start-up problems, problems have been resolved and customers had even started complimenting wood on the change. Therefore, it came as a surprise when Maytag product refused to accept delivery of the product clearly VE and instead notified of an impending timber supply under their warranty claim for damages. Wood had submitted all forms of product testing and approvals with Maytag prior to the implementation of clear pack product, but the Maytag warehouse had not been made aware of how to deal with requirements. Additionally, Maytag had the biggest customer was not made aware of the changes and handling was similar unprepared. As a result, compensation claims had risen more than 300 percent and were expected to increase if no action was taken quickly.
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David Wood
Source: Ivey Publishing
1 pages.
Release Date: 03 September 2010. Prod #: 910D11-PDF-ENG
W.C. Wood Company (B) HBR case solution

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