Management Question

CAREFULLY

THE ASSIGNMENT MUST BE SUBMITTED ON BLACKBOARD (WORD FORMAT ONLY) VIA ALLOCATED FOLDER.

ASSIGNMENTS SUBMITTED THROUGH EMAIL WILL NOT BE ACCEPTED.

STUDENTS ARE ADVISED TO MAKE THEIR WORK CLEAR AND WELL PRESENTED;MARKS MAY BE REDUCED FOR POOR PRESENTATION. THIS INCLUDES FILLING YOUR INFORMATION ON THE COVER PAGE.

STUDENTS MUST MENTION QUESTION NUMBER CLEARLY IN THEIR ANSWER.

LATE SUBMISSION WILL NOT BE ACCEPTED.

Avoid plagiarism, the work should be in your own words, copying from students or other resources without proper referencing will result in ZERO marks. No exceptions.

Use APA reference style.

All answers must be typed using Times New Roman (size 12, double-spaced) font. No pictures containing text will be accepted and will be considered plagiarism).

Submissions without this cover page will NOT be accepted.

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Learning Outcomes:

3.1: Analyseeffectivebusinessletters,memorandums,andcasestudies.

Assignment Structure:

	Type	Marks
Assignment-2	Part A	6
	Part B	4
Total		10

Part A: Analysis of Business Letter

You are required to prepare an analytical report for the below mentioned business letter in 80-100 words

Your analysis must cover:

1. Purpose What is the goal of the letter? (1 Mark)

2. Audience Who is the intended reader?(0.5 Mark)

3. Structure Does it follow standard format? (1.5 Mark)

o Heading

o Inside address

o Salutation

o Body (opening, middle, closing)

o Complimentary close

o Signature

4. Tone Is it formal, persuasive, assertive, apologetic, etc.? (0.5 Mark)

5. Clarity & Conciseness Is the message clear and direct? (0.5 Mark)

6. Professionalism Grammar, formatting, language use. (0.5 Mark)

7. Effectiveness Does it achieve its purpose? Why or why not? (1.5 Mark)

ABC Ltd.
123 Business Avenue
City, State 00000
February 23, 2026

Mr. X
Operations Manager
XYZ Corporation
456 Corporate Road
City, State 00000

Subject: Proposal for Supply of Office Equipment

Dear Mr. X,

I am writing on behalf of ABC Ltd. to propose the supply of office equipment for your organization. Our company specializes in providing high-quality office furniture and equipment at competitive prices.

We understand that efficient and durable office equipment plays a vital role in maintaining productivity. Therefore, we offer reliable products along with timely delivery and after-sales support to ensure customer satisfaction.

We would welcome the opportunity to discuss your specific requirements and provide a customized quotation. Please feel free to contact us at your convenience to arrange a meeting.

Thank you for your time and consideration. We look forward to establishing a mutually beneficial business relationship.

Yours faithfully,

Manager
ABC Ltd

Part-B

Case Study: Customer Complaint Mishandling at ABC Ltd.

ABC Ltd. is a retail company that recently launched an online shopping platform. Within the first month, several customers experienced delayed deliveries and received damaged products.

One dissatisfied customer sent a detailed complaint email requesting a refund and replacement. The customer service officer replied with a short message stating: Delivery issues are handled by the courier company. Please contact them directly.

The response did not include an apology, explanation, or assurance of assistance. The customer posted a negative review on social media, criticizing ABC Ltd. for poor service. Soon after, more customers began sharing similar experiences online, affecting the companys reputation and sales.

Management later realized that the issue was not only the delivery delay but also the ineffective handling of customer communication.

Questions

1. Critically analyze in detail the communication mistakes made by the customer service officer. (2 Marks)
In your answer, discuss tone, responsibility, professionalism, customer relationship management, and how the message could have been improved.

2. Recommend a detailed communication strategy that ABC Ltd. should implement to handle customer complaints effectively in the future. (2Marks)
Include suggestions related to tone, response time, accountability, training, and use of communication channels.

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