Handy Andy Inc Case Study

Case Study: Handy Andy, Inc.

1) This situation is not a customer service issue. Customers are satisfied with the compactors because little complaints about defects go through the company. If any complaints do reach the company, there is no info given that they are unsatisfied with how they handle returns or defects.

2) It can possibly be a marketing channel problem if you consider the extra use of a distribution intermediary. The factory distributor can be omitted and Handy Andy Inc. build their own distributors to deliver and install the compactors.

3) The logistics channel has no issue in the physical distribution of the product. In fact, a speedier delivery results with the factory distributor taking control over the small dealers.

4) One reason why the small dealers might not have complained is because they probably don’t have the means in contacting the headquarters in St. Louis. The more plausible explanation would be that the small dealers are unaware of the situation. The factory distributors might be concealing their actions very well and possibly telling the customer to keep their business a secret from the dealers. If the customer is getting a better deal without breaking the law, then most likely they won’t say a word to the dealers, which in turn leaves the small dealers in the dark.

5) The marketing vice president should address the issue with the distributor alarming them about their actions. It is unethical and breach of trust to be taking profits from the small dealers in order to benefit themselves. The vice president should either eliminate the third-party distributor and handle the distribution process themselves, or change the distributing company. Trust in within the supply chain is crucial for a successful company, therefore, their breach of trust deserves disciplinary action.

6) Some questions to ask would be:

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