Sales of the cooler freeze packs made by the company Coolpaxx have been declining. Online sales information is shared with the sales department and customer service division. The product development team, however, has not been receiving the customer complaints or suggested product changes that have been collected. Which part of the effective three-step process did this company fail to use?

share customer information across all departments

Explanation:

The effective three-step process for business are:

- Assess,

Obtaining all valuable information relevant to the operation. This include things such as customer information, market tendencies, and external challenge.

Failing to give a certain information to any part of departments indicates a failure in this step.

In the example above, the product development team wouldn't have any clue on how to improve their new product if they do not possess the information regarding the customers' complaints.

- Improve,

After the company receive the relevant information, the employees will know the things that are well-liked and the things that despised by the customers.

They can use this information to design improvement for the products and catering to the things that customers like.

- Implement

After the improvement is designed, the company just need to collect the resources it needed and implement the improvement.