WENDY PETERSON

Written Analysis and Communication

Instructor: Dr. Madhavi Gokhle

Submitted by:
Aditya Limaye H030
Abhishek Sukhadia H058
 LETTER OF TRANSMITTAL

TO: Gregory Smith, Regional Director- Sales

FROM: Wendy Peterson, Vice President – Sales, Plano

SUBJECT: Analysis of the case of Fred Wu’s demand for personal assistant

DATE: 7 January 2018

According to your instructions, I am pleased to submit a detailed analysis report on

of Fred Wu’s demand for a personal assistant. The report examines the several
factors that led to this issue. I have outlined possible options for a successful strategy
to remedy the situation and have recommended accepting the Wu’s demand for an
assistant.
 Executive Summary
The case highlights the issue of Fred Wu’s threatening demand for Personal assistant
which may impact the existing business relationships with Chinese clients and also
on office environment. Wu’s impressive performance, different working style with
Chinese clients and personality may have led to the current situation. Reducing
Wu’s responsibilities, giving and not giving personal assistant are considered as the
possible options. All the options were evaluated against the criteria of company’s
sales target, Chinese client relationship, office environment, finding a substitute and
impact on Wu’s performance. After careful consideration and evaluation, it is
recommended that giving personal assistant to Fred Wu is the most promising
option.
 Contents
1. Situation Analysis ........................................................................................................................ 1
2. Problem Statement ....................................................................................................................... 1
3. Options .......................................................................................................................................... 1
4. Criteria for evaluation ................................................................................................................. 2
5. Evaluation of options................................................................................................................... 2
6. Recommendation ......................................................................................................................... 3
1. Situation Analysis
Fred Wu was hired as the sales executive to tap into the growing Chinese business
services, considering his proximity to Chinese business leaders and entrepreneurial
spirit. The current problem aroused when Wu threatened to leave the organization if
his demand for personal assistance is not met. The prevalent norm in the
AccountBack is to provide assistant only to senior managers. The issues underlying
this situation are explained below.

Wu’s Performance: He has established a good network with Chinese business

people which can pay off in future. Despite having no experience in software sales,
Wu through his dedication and constant learning has surpassed his yearly sales
target. Within eight months he signed a single largest client of the downtown office
and in talks with three other clients. This made Wu believe that he was about to be
the most successful sales executive in the office.

Different working and communication style: He prefers personal meeting over

cold calling for building a relationship which has impacted his weekly meeting
attendance. Thus his tight schedule of client meetings prevents him from updating
sales activity on the portal. He works independently and takes his own decisions
which resulted in lack of information sharing in case of sale of additional services to
client and printing visiting card in Mandarin. Also, when asked for an update, Wu
used to give vague replies.

Cultural and Personality Differences: Wu is reserved and private about his work.
His participation in the office activities was limited and prefers to make calls away
from the desk. He prefers one on one meeting with clients and believes in a high
level of supervision. His Chinese background may have been the reason behind the
way he handles his clients.

Thus Wu’s impressive performance, different working style with Chinese clients and
personality may have led to the current situation.

2. Problem Statement
The most important problem that needs to be addressed in the case is, “What
decision to be taken on Wu’s Demand considering its effects on office environment
and Chinese market?”

3. Options
1. Give personal assistant to Fred Wu
2. Do not give personal assistance to Fred Wu
3. Reducing Wu’s responsibilities

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 4. Criteria for evaluation
1. Company’s Sales Target
2. Company’s relationship with Chinese clients
3. Effects on office environment
4. Finding a substitute for Fred Wu
5. Impact on Fred Wu’s performance

5. Evaluation of options
Company’s Finding a
Company’s Effects on Impact on
relationship substitute
Options/Criteria Sales Office Fred Wu’s
with Chinese to Fred
Target environment performance
Clients Wu
High Moderate High
Give Personal High Positive High Positive
positive Negative Positive
Assistant Impact Impact
Impact Impact Impact
Don’t give Moderate High Moderate
Low Positive
personal Negative Negative Negative -
Impact
assistant Impact Impact Impact
Low High High
Reduce Wu’s High Positive High Positive
Negative Negative Positive
responsibility Impact Impact
Impact Impact Impact

Option 1: Cave into the request of Fred Wu and give personal assistant to him to
execute his sales responsibilities

Criterion 1 & 2: Giving assistant to Wu will help him to focus on managing client
relationship while assistant will perform regular administrative work. This will
improve relation with Chinese clients and thus helps in increasing sales.

Criterion 3: As this action is against the prevalent practice, it will lead to a

moderately negative impact on the sales team. It may develop the feeling of unfair
treatment and discontent amongst sales executives.

Criterion 4: Since Wu will not leave the company, there would be no need to find his
substitute. Thus it will have a high positive impact on finding a substitute.

Criterion 5: Reducing administrative responsibility will boost his morale which may,
in turn, make him perform better. Also, it will help in focusing more on sales target.
Thus it will have a high positive impact on Wu’s performance.

Option 2: Don’t cave into the request of Fred Wu. Don’t give personal assistant and
let him go.

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Criterion 1 & 2: By letting him go, existing relationships with clients may get
damaged. Also, he may take our clients to the competitors, resulting in sales
reduction. Thus it may have a high negative impact on both the criteria.

Criterion 3: Through this action, it may help in following the prevalent practice. This
may develop the feeling of fair treatment and discourage discontent amongst sales
executives. But, firing may instill fear among employees and they will be reluctant to
open up about their requirements. Overall, it may have a low positive impact on
office environment.

Criterion 4: Since Wu will the leave the company, and hence need to find his
substitute. There will always be an uncertainty in whether they will get similar talent
for this job. It will require efforts and time to find one. So, it will have a moderately
negative impact on finding the substitute.

Criterion 5: Since Wu will be leaving the company if no assistant is provided, we

cannot make comments on the Wu’s performance in the company.

Option 3: Reducing Wu’s administrative responsibility with less reporting.

Criterion 1 & 3: Reducing Wu’s administrative responsibility will have a negative

impact on the morale of rest sales executives who are performing all the tasks. This
will result in the disturbing work environment. It may further impact on the overall
performance of other sales executives and cumulative negative impact on company’s
sales performance.

Criterion 2: Reducing administrative responsibility of Wu will give him a chance to

dedicate more time to build relationship with Chinese clients. This will result in
company’s healthy relation with Chinese Businessmen.

Criterion 4: Since Wu will not leave the company, there would be no need to find his
substitute. Thus, it will have a high positive impact on finding a substitute.

Criterion 5: Providing assistant may boost his morale which may, in turn, make him
perform better. Also, it will help in focusing more on sales target. Thus it will have a
high positive impact on Wu’s performance.

6. Recommendation
It is clear from the above analysis that giving personal assistant to Fred Wu is the
most promising solution. This can be portrayed as the reward for the impressive
performance to counteract the negative effects on office environment.

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