Chapter 03 – Skills for Developing Yourself as a Leader
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Chapter 03 – Skills for Developing Yourself as a Leader
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Chapter 03 – Skills for Developing Yourself as a Leader
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OSS IN-BASKET
EXERCISE
(Contents)
Developed by Cathy Krause and Gordy Curphy
Chapter 03 – Skills for Developing Yourself as a Leader
3-44
Electronic Mail-[Traffic Incident-URGENT]
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Date:
October 11, 6:25 p.m.
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Chapter 03 – Skills for Developing Yourself as a Leader
3-45
Electronic Mail-[Customer Visit]
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Date:
October 9
To:
Lee Smith, Ohio Division President
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From:
Tracy Scott, Indiana Division President
Subject:
McAsey Visit
Chapter 03 – Skills for Developing Yourself as a Leader
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M E M O R A N D U M
DATE: October 10
TO: Lee Smith
FROM: Alan Patten/Cleveland Sales Representative
I’m sorry to give this to you, but Bill is out of town until the 15th and I need help.
Lisa Holland from Office Catering Company in Cleveland called this afternoon and said one of their fax
machines had broken down and that they were tired of fixing it and wanted a replacement. She needed a
guarantee that we could get a new one installed by Monday noon (October 13th), and I assured her that we
could do it.
O F F I C E • S U P P L Y • S Y S T E M S
OSS
Chapter 03 – Skills for Developing Yourself as a Leader
3-47
M E M O R A N D U M
DATE: October 10
TO: Lee Smith
FROM: Dani Frank/Cincinnati Vice President of Sales and Customer Service
I just wanted to ask your opinion about a problem that has come up in the past few days. Karen Campbell, a
customer service representative of mine, told me about an incident that worries me quite a lot. It seems as if
O F F I C E • S U P P L Y • S Y S T E M S
OSS
Chapter 03 – Skills for Developing Yourself as a Leader
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Electronic Mail-[Freeman Ventures-URGENT]
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Date:
October 8
To:
Lee Smith, Ohio Division President
From:
Chris Firestone, Central Region President
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Freeman Ventures-URGENT
Chapter 03 – Skills for Developing Yourself as a Leader
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DATE: October 9
TO: Lee Smith
FROM: Kim Lee, Michigan Division President
Congratulations, Lee, I’m sure you’ll be challenged in your new position. I hate to burden you with the dirty laundry in your first
week, but I think it’s important that you get in on this. As you know, copiers, scanners, and faxes seem to be in very short supply and
it is difficult for any of us to try to meet the delivery dates requested by customers. Tracy Scott and I are fed up with Tom Radcliffe
Content of memo to be sent to Chris Firestone from Kim Lee, Tracy Scott, and Lee Smith:
After conferring about some recent problems with getting equipment from Supply and Distribution, we have
reached consensus that the system in place needs your attention. Since the push to decrease inventory costs,
we have all made an effort to make purchases from Supply and Distribution only when we have customer
orders. As a result, we must depend on quick delivery, particularly on rush orders.
Chapter 03 – Skills for Developing Yourself as a Leader
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M E M O R A N D U M
DATE: October 1
TO: All Division Presidents
FROM: Chris Firestone
As you know, top management has been concerned about the fierce competition we are facing in a number of
markets. Of particular concern has been the recent escalation of buyouts of small companies by Paper Clips
O F F I C E • S U P P L Y • S Y S T E M S
OSS
Chapter 03 – Skills for Developing Yourself as a Leader
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Electronic Mail-[Territory Infractions]
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Date:
October 12
To:
Lee Smith, Ohio Division President
From:
Kim Lee, Michigan Division Presidednt
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Subject:
Ben Schultz and Territory Issues
Chapter 03 – Skills for Developing Yourself as a Leader
3-52
October 8
Ms. Kelly Parker
Division President
Office Supply Systems
1001 Humphrey Avenue
Cleveland, OH 55402
Dear Kelly:
I contacted Halsey Moreno, one of your sales representatives, over a month ago about a large order of desks,
partitions, chairs, light fixtures, and bookshelves and explained that we needed the furniture delivered and
assembled by Monday, October 6th. I didn’t get a response until two weeks later and was ready to go with
another company. Halsey convinced me to meet with him though, and on Tuesday, September 30th he agreed
Sincerely,
Tiffany White
The True Gourmet Restaurant Supplies
Cleveland Branch
Chapter 03 – Skills for Developing Yourself as a Leader
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S P E E D I-F A X
DATE: October 8
O F F I C E • S U P P L Y • S Y S T E M S
OSS
Chapter 03 – Skills for Developing Yourself as a Leader
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October 5
Mr. Chris Firestone
President-Central Region
Office Supply Systems
119 Robuck Avenue
Denver, CO 80303
Dear Chris:
OSS has always done very nice work for us, and your people have generally been a pleasure to deal with. An
Last week, we ordered some last minute office supplies for our new office in Cleveland and were promised
delivery by last Thursday, October 2nd Some of my employees had to make a run to a convenience store early
Friday to buy some essential items, and the supplies did not arrive until 4:15 Friday afternoon. I happened to
Take care,
Andrew Schneider
Andrew Schneider
AS/kl
Chapter 03 – Skills for Developing Yourself as a Leader
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Electronic Mail-[Pipeline Estimates-URGENT]
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Date:
October 10
To:
Lee Smith, Ohio Division President
From:
Ben Schultz, Akron V.P., Sales and Customer Service
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Subject:
Pipeline Figures