Dear Head of Ward Associates,

I am coming back to you with the reference to the recommendations that were put forward by your
team in order to improve communication in our company. Your recomendations were discussed on the
last meeting of the Board Directors. Firstly, I would like to praise your work since you carefully examined
the situation in our company giving advice which we found to be useful. Our company has decided to
adopt most of your recommendations but also to modify some of them.

With regard to internal communication, we strongly agree that Heads of Departmant should send
weekly reports to the Board of Directors. In that way, Board of Directors would be kept involved in all
decisions and key developments in the company. Likewise, we agreed that we should hire a manager
who will be in charge of key accounts. Our company will benefit from that decision by solving the
problem of prioritization of certain clients.

Regarding the problem of the lack of communication between the Head Office and sales representatives
our opinion is that sales representatives should undoubtedly keep Head Office informed, but not by
sending them daily reports. Since sales representative are the first to interact with out customers, we
don’t wish to burden them with sending daily reports and consequentaly lower their sales efficience.
Instead, Head Office should give the sales reps precise instructions to help them decide what and when
to report. Head Office should emphasise what information should be delivered immediately from the
sales reps.

Lastly, customer service deparmant, as the mirror of our company, definitely needs a new procedure for
dealing with products defects. We agree that any complaint about the product with health and safety
implications should be treated immidiately. As the company with established reputation, we will act
responsibly and make public statement about the failure notifying all our customers. If the failure is due
to the poor engineered device, we’ll enable our customers to replace the defected product with the new
one.

If you have any further comment or question, please do not hestitate to contact me.

Yours sincerely,

Betty Friedman

Communication Director at WCH