KENALPASTI PUNCA KONFLIK DAN PASTIKAN SEJAUH MANA KONFLIK TELAH BERLAKU

BAHAGIAN PEMBUATAN MENGADU

- Memberi maklumat terlalu lewat untuk menggunakan sumbernya dengan paling cekap.
- Membuat kesilapan dlm menerangkan keperluan khas setiap pelanggan dan permintaan
jualan

Kesanya :- penyediaan masa penyiapan perabot yg tidak munasabah

BAHAGIAN JUALAN MENGADU

- Mutu kerja yang lemah dalam produk akhir yang telah menyebabkan peningkatan tahap
aduan pelanggan
- Peningkatan kelewatan dlm penghantaran perabot
- Keengganan bahagian pembuatan untuk bertindak balas secara fleksibel kepada permintaan
pelanggan saat akhir yang tidak dijangka.

Kesannya :- masalah semakin meninggkat

Konflik yang berlaku antara pihak bahagian jualan dan pembuatan adalah disebabkan
ketidakpuas hati antara satu sama lain. Walaubagaimanapun terdapat satu punca yang
mengakibatkan wujudnya beberapa konflik antara mereka. Sebagai pengurus atasan,
pengurus bahagian jualan dan pengurus bahagian pembuatan dipanggil untuk
menyelesaikan konflik tersebut.

Dalam perjumpaan ini, pihak pembuatan mengadu bahawa pihak bahagian jualan memberi
maklumat terlalu lewat untuk menggunakan sumbernya dengan paling cekap. Selain itu
mereka membuat kesilapan dalam menerangkan keperluan khas setiap pelanggan dan
permintaan jualan. Kesan daripada masalah ini adalah penyediaan masa penyiapan perabot
adalah tidak munasabah.

Sementara itu, pihak bahagian jualan pula mengadu bahawa pihak pembuatan mewujudkan
Mutu kerja yang lemah dalam produk akhir yang telah menyebabkan peningkatan tahap
aduan pelanggan. Selain itu berlakunya peningkatan kelewatan dalam penghantaran
perabot. Pihak jualan juga mengatakan bahawa pihak pembuatan enggan untuk
bertindakbalas secara fleksible kepada permintaan pelanggan saat akhir yang tidak sesiapa
jangka.

Konflik-konflik ini telah menyebabkan kedua-dua pihak bertengkar. Untuk menyelesaikan

permasalahan ini, distributive bargaining is a competitive bargaining strategy in which one party
gains only if the other party loses something. Jadi pihak pembuatan menang kerana jika pihak jualan
memberi sumber maklumat kepadanya secepat mungkin dan tidak membuat kesilapan dalam
menerangkan keperluan khas setiap pelanggan, pasti pihak pembuatan akan melakukan kerja lebih
awal , lebih berkualiti dan bermutu. Peningkatan kelewatan dalam menghantar perabot juga
berkurang kerana pihak pembuatan menyediakan perabot tersebut dengan lebih awal. Pihak
pembuatan juga dapat memberi tindakbalas yang cepat kerana tidak berlaku kekalutan semasa
menyediakan perabot jika konflit daripada pihak jualan tidak berlaku.

Jadi jelaslah bahawa konflik ini berpunca daripada pihak bahagian jualan itu sendiri. Pihak jualan
perlu mengaku kesilapan daripada pihaknya dan masing-masing berpuas hati dalam perjumpaan
yang diadakan. Dengan selesainya konflit ini, mereka dapat menjalankan tugas dengan lebih
berkesan. Kewujudan konflk ini bukan sahaja memberi masalah dalam sesebuah syarikat, mlah
mendorong pihak terlibat untuk lebih bersemangat dalam menjalankan tugas yang diberi agar dapat
memajukan syarikat itu sendiri.
 DPB40103 – ORGANIZATIONAL BEHAVIOR
SESSION 1 2022/2023
CASE STUDY 2 (CLO2, PLO2)

GROUP MEMBERS :
BIL. NAME REGISTRATION NUMBER
1 NUR SYIFAA ARINA BINTI MOHD HAIRUZI 04DAT21F1106
2 NUR SYALIN NATASYA BINTI 04DAT21F
3 SITI NUR SYAFIQAH BINTI JEFRI 04DAT21F1105
4 SITI NUR INSYIRAH BINTI MAT 04DAT21F

LECTURE’S NAME :
MADAM NAZLI HULWANY BINTI ABDULLAH
CHAPTER 6 : CONFLICT AND NEGOTIATION

You are a group of top managers who are expected to resolve a growing conflict between a
manufacturing division manager and a sales division manager in a large company that manufactures
office furniture. The furniture produced by the company is customized according to the needs of
individual customers, and it is important that the sales department provides accurate information
regarding the specific requirements of each customer’s order to the manufacturing division.

However, over the past few months, the manufacturing division has complained that the sales
division provided this information too late for it to use its resources most efficiently. It was also
found that the sales department is increasingly making mistakes in describing the special needs of
each customer, and sales demands, also provision of unreasonable furniture completion time for its
customers.

Meanwhile, the sales division complained about poor workmanship in the final product, which has
led to increased levels of customer complaints, increased delays in furniture delivery, and the
manufacturing division's refusal to respond flexibly to unexpected last minute customer demands.
The problem was growing, and in the last meeting between the senior manager of the 
manufacturing division and the sales manager, harsh words were uttered during the meeting.
 1. Using teh concepts discussed in this chapter, analyse the nature/type of conflict that occurs
between the manufacturing division and the sales division.

Conflict is defined as a process that begins when one party thinks that the other party has negatively
affected or will have a negative impact on something that the first party cares about. It is defined as
a relationship dispute between two or more parties, either individually or in a group. Conflict
between people can happen anywhere and anytime, especially at work and involves the perception
of threats to their interests coming from the opposing parties in the dispute. This happens including
various conflicts experienced by people in the organization such as incompatibility of goals,
differences in interpretation of facts, disagreements based on expected behavior and as one of the
reasons for this conflict. In other words, conflict is a clash between individuals arising from
differences in thought processes, attitudes, understanding, interests, needs and sometimes
perceptions.

The type of conflict that occurs between the manufacturing department and the sales department is
a process conflict. This is said to be like the conflict that occurs between the manufacturing
department and the sales department, this conflict occurs because they do not agree on how to
carry out their respective tasks. An example that can be taken is that the sales department makes
mistakes in explaining the special needs of each customer and the sales request, while the sales
department also complains about the quality and quality of the work of the manufacturing
department that is not neat in making the final product. It has also led to an increase in customer
complaints as well about the manufacturing department's unwillingness to respond flexibly to
customer demands.
2. Identify the sources of the conflict and ascertain how far the conflict has accurred.
 3. According to the case above, illustrate a detailed action plan to resolve the
conflict.

The first action to take is to communicate. The manufacturing department needs to voice
dissatisfaction about the way the sales department works. The sales department that
provided the information was late resulting in the slow manufacture of furniture to be
completed according to the customer's needs. This is because the information is used as a
reference to ensure that the furniture is made according to the customer's needs.

The second action is that the sales department and the furniture division need to find the
best way to solve the problem faced by both parties. For example, if the sales department
provides accurate information to the furniture department and quickly then the furniture
can provide the furniture according to the customer's needs and the workmanship is also
neat.

The third action is bringing in outsiders. The Company shall apologize to the customer for
the delay in the delivery of furniture due to problems in the company. The company must
ensure that customer bookings are completed within the stipulated period.

The fourth act of restructing the organization. The company should find a way to complete
the furniture booked on time if the customer changes the last-minute request. with it the
furniture can be prepared according to the will of the singer and ready in time. For example,
using a machine can prepare furniture quickly

The fifth act is appointing a devil's advocate. A manager needs to make sure that senior
managers of the manufacturing division and sales managers are good so that problems can
be resolved quickly.
 4. Appropriate conflict management technique should be used eliminate the conflict in
the future.

Communication is the most effective management technique because good communication

can solve complex issue, while poor communication leads to constant conflict. In this
situation, the sales department and the manufacturing department need to communicate well
by creating a goal-oriented discussion in resolving the conflict. This situation will create a
conducive atmosphere between the two parties by obtaining a mutual agreement by using
problem solving method and evaluating individual differences that lead to improvement
organizational performance.Thus, this will create cooperation between both parties and
emphasize a win-win situation.
The second conflict management technique is cooperating. If the top manager wants to
maintain the relationship between Manufacturing Division Manager and Sales Division
Management to find the appropriate solution for everyone, try the collaborative style of
conflict resolution. This strategy is coachative and firm that means that all parties will be
heard and the selected solution should work well for everyone. Examples of conflicts that you
may work together at work are the process between two separate teams. Perhaps the share of
sales should reduce the error in explaining the special needs of each customer, and sales
request while while the manufacturing division should be in accordance with the
requirements of the customer. Both teams may work together to coordinate workflows. Sales
teams may improve the neat workmanship for final products as well as the manufacturing
division should be on time set in delivery of furniture. It won-win for both sides.

The third management technique is compromising. The tends tends to tolerate the conflict
when the manufacturing and sales division insist on negotiating in negotiating the solution.
This may sound rough but used when no one hears the concern or opinion of others during
the last meeting held between managers right of manufacturing and sale manager. Even if it
may not be the best solution is to extend the conflict does not help the situation. Therefore,
compromise is able to solve the problem in the way the sales section has to correct the
mistakes in explaining the special needs of each customer, and customer demand and the
manufacturing division should increase the quality of work in the manufacture of furniture
required by the customer.