Consumer Affairs Department


Many large corporations operate consumer affairs departments, often placing a vice president in charge. These centralized departments normally handle consumer inquiries and complaints about a company’s products and services, particularly in cases where a customer has not been able to resolve differences with local retailers. Some companies have installed consumer hot lines for dissatisfied customers to place telephone calls directly to the manufacturer.

Many companies now communicate with their customers and other interested persons through Websites on the Internet. Some sites are interactive, allowing customers to post comments or questions that are answered via e-mail by customer relations staff.

Experienced companies are aware that consumer complaints and concerns can be handled more quickly, at lower cost, and with less risk of losing goodwill by a consumer affairs department than if customers take a legal route or if their complaints receive wide-spread media publicity.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

Departmentalization


Departmentalization is the subdivision of work activities into units within the organization. This subdivision allows individual workers to specialize in certain jobs and to become efficient in them. A marketing department may be headed by a marketing vice-president and may include sales, advertising, and market research. A personnel department may include recruitment, training, employee benefits, and industrial relations.

Five major forms of departmentalization exist: product, geography, customer, function and process. A number of different bases for departmentalization may be used within the same company. The decisions on which bases to use are made by balancing the advantages and disadvantages of each. The experience and judgment of top management come into play in such decisions.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.