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Complete Case details are given below :
Case Name : PCL: A Breakdown in the Enforcement of Management Control
Authors : Neale O'Connor, Grace Loo
Discipline : Operations Management
Case Length : 07 pages
Solution sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
PCL is a leading European consumer electronics, lifestyle and healthcare company that has been operating in the Chinese market since 1995. While its consumer electronics business has grown quickly in China, it has discovered that the costs of returned goods in its TV division equal 5% of its sales. Even more worrying is that 37% of the products returned are of good quality and have been returned without good reason. PCL has set up taskforces to study and remedy the situation and has uncovered a more serious problem within the organisation: control measures designed to handle returns have simply not been executed by its staff and third-party after-sales service centres. What can PCL do to ensure enforcement of company policies in the future?
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