Brainstorming Case

As a consultant I totally agree with Rachel’s idea of brainstorming on the issue. Brainstorming brings out the most random but relevant ideas that has a high possibility of being the problem. At the initial stage its very important to identify why customers are not happy with the performance of the sales representatives. Then I would suggest writing down all the points that the customers have an issue with and compare it with the objectives and the main goal of the company.

“Choice- We continue to respond to the changing demands of Canadians and today serve our customers through the HBC family of stores � the Bay, Zellers and Home Outfitters � retail experiences which are tailored to meet the needs of Canadians by providing value, quality, choice and service they can trust.” Retrieved from https://www2.hbc.com/hbc/about/strategy/
Work environments differ between store locations. There can be too much politics or too much of external forces that can impact employees from performing better etc. Environmental obstacles should also be examined. Any possible issue can be misdirected incentives. There is probability that employees are not motivated enough to work for a full shift standing job. These kind of jobs require employees to stand for their entire shift except for their breaks. Employees would need a lot of monetary and supervisory boost to work towards company goals. The issue of lack of customer service needs to be examined from all directions so that the best and effective solution is enforced. There are three components of needs analysis namely:

- Organizational analysis: as mentioned above there can be a problem in the incentives and rewards that employees get for their work. Its possible that employees are discouraged for the hard work they do so they would be demotivated to follow the goals, policies and procedures that the work place requires them to