SILO Mentality: Create a Scenario for Quality, Cost, Delivery, and

Customer Service

Quality

Scenario: An architect and an Engineer have communication problems because they have
misunderstanding in their workplace…

Architect: “What happened to the Building that I designed, why does it collapse? Didn’t you buy
the exact materials that my client approved?”

Engineer: “Architect the materials we bought were cheaper than the materials that you and the
client approved, I thought that it won’t collapse if we bought materials from a cheaper supplier.”

Architect: “You should have consulted me first. We just lost big clients and got a low reputation
in our company.”

Cost

Scenario: The marketing management and the accounting management are arguing on what
would be the cost or pricing of their new phone product…

Accounting mgt: “Based on what we have computed, the selling price for the new Raspberry
phone would be Php60,000.00.”

Marketing mgt: “That’s too expensive! We should lower the introductory price for that phone to
gain more customers since it was just the first smartphone we innovated.”

Accounting mgt: “You're putting our company at financial risk if you do that, Php60,000.00 is
the right selling cost for that product.”

Delivery

Scenario: MJDL Cargo & Freight Company experienced a problem in delivering their
products in the City of Manila…

Bureau of Customs: “One of your cargo is carrying smuggled goods, you will be penalized and
you need to settle the payment within a week or else we will confiscate all of these.”
MJDL Co.: “we’re just transporting products that our clients asked us to deliver here in Manila.
Why are you telling us about the penalty just now when in the first place it was not written on the
rules of Customs to penalize the cargo company, it should be the client.”

Customer Service

Scenario: The Sales Manager is a selfish person and she wants the attention of every
customer to be focusing on her and not on the sales staff, so she didn’t orient the staff on what
should be done and what to answer when selling the product.

Customer: (talking to the sale staff) Miss, how much is this phone? And what are the specs?

Sales staff: “That’s Php30,000 Ma’am. About the specs.... Uhmmm i’m not very familiar with
the specs of that phone. I’ll just let my manager explain it to you.” (...then ignored the customer)

Sales Manager: “hello Ma’am, sorry about my staff she’s really not familiar with the
specifications of the product. Let’s sit on that chair and i’ll explain to you the specs and
uniqueness of that product.”