CBMEC 1 – Operation Management (Electronics Store) – Case Study Assessment Solutions


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Case Study: The Electronics Store



In this case, the writer was in search of a cleaner for the tape deck in his car when he decided to patronize an electronics store that was in close proximity to his private residence. When he entered the store, there were some difficulties in not only getting personnel to provide assistance, but also once he had articulated his request, there appeared to have been additional difficulties in locating the tape deck cleaner. The clear indication was that the personnel did not know whether the item was available in the premises or not. Eventually, after a frantic search in the front and back of the store, the cleaner was said not to be available in those premises but that another store of the same company might have consignments of the good. However, taking that store’s close proximity to the writer’s residence into consideration, he requested that an effort be made to secure the cleaner from that other store so that he would return to purchase it from the store which was to be carrying out the order. A phone call was made and the cleaner was located in another store.



The writer was about to leave the premises, after having given his name and phone number in order that he may be contacted when the cleaner would have been received, when the manager who had done absolutely nothing hitherto fore to assist in the situation suddenly entered the scene. In typical management style, he indicated to the employee that the customer should first of all pay for the cleaner prior to ensuring its shipment from the other store. The customer had a few doubts about this strategy, but then decided to comply with it because he had been having difficulties locating this particular product. Based on the interaction thus far, the customer’s understanding was that the product was supposed to have been received in that store in a matter of a few days from the day of its order. Further, that a phone call would be made notifying the customer of its arrival. With this apparent mutual understanding having been established, the customer departed the store. However, several days passed and the customer did not receive any phone call. After having waited for approximately one week from the day of the order, the concerned customer decided to initiate a call to the store only to be told that the cleaner had not yet arrived.



Then another week elapsed and there was still no contact received whatsoever. Therefore, rather than wait for one more week, the customer decided to re-visit the store exactly at the end of the second week of waiting. When the customer arrived at the store the salesperson, who appeared to have forgotten about the transaction, finally indicated that the cleaner had not yet arrived. Further, after having made a brief phone call to the store from which the cleaner was supposed to have been shipped, the employee returned to mention to the customer that the cleaner will be arriving at their store in the afternoon of that day of the customer’s second visit. Realizing the folly of this gesture, the customer respectfully requested a refund. Without further ado, the refund was granted and the customer proceeded to depart from the premises, vowing to himself never to return for another transaction. In this case, there may have been some measure of management but, given the outcome or result of the transaction, a case can be made that there was certainly no leadership because the goal of selling a product, which was available within the company, was never accomplished. The evidence, to support this claim, is provided in the analyses below.



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