Team Case Analysis.docx

Team Case Analysis.docx

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TeamCaseAnalysis

CaseStudy3-6:

JustAnotherCrisis?

p.328-329

LawrenceTechnologicalUniversity

Team#5–TeamNameshere

Fall20XX

ProfessorGurjack

TableofContents

A.CaseOverview3

B.IssuesFacingtheFirm&DecisionsatStake4

C.StrategicOptions7

D.KeyActionsTaken8

E.EvaluationofActions11

F.Fieldwork12

G.Conclusion17

H.References19

I.PowerPointPresentationHandout20

A.

CaseOverview

JiffyMartisachainofconveniencestoreslocatedthroughoutseveralstates.Manyofthestoresarealsogasstationsthatareopen24/7.LuisSiqueirahasworkedforJiffyMartforthepasttenyearsandhasanexcellentemploymentrecord.Althoughheworksalone,heisinsideasecurebuilding.Customerspre-payforgasandrequestgoodsthroughaservicewindow.

Onenightaround10:

00p.m.,twomenwithgunsjumpedoutoftheircaranddemandedthatLuisfillagarbagesackwithmoney.Frightened,Luispointedtothesignthatsaid"Nocashonhandexceptfor$25.”Meanwhile,threecustomerswereatthecustomerserviceareaoutsidewiththerobbers.OnerobberdemandedthatLuisfillthegarbagebagwithcigarettes;theotherdemandedthatthecustomersplacetheirbelongingsinanothersack.Therobbersthreatenedtokillthecustomersifthesilentalarmwaspressed.Thecustomerscompliedwiththerobbers.

Therobbersretreatedwiththeloot.Butunknowntoanyone,LuishadaConcealedCarryWeaponpermit（CCW）andcarriedaguntoworkeventhoughitwasagainstcompanypolicy.Beforetherobberscouldleavetheparkinglot,Luisexitedthebuildingwithhisgunandfiredthreetimesatthefleeingvehicle.Thesurveillancetapescapturedthemakeandmodelofthevehicle,butnotlicensenumber.

Oneofthecustomerswasinterviewedandsaid,“sureIwasconcerned,butwhenthebulletsstartedflying,Ireallybecamescared.Anothersaid,"I'mgoingtostartcarryingagun.IwishthatI’dhaveshotthemboth!

”

Anhourlater,Channel4newsreportedthatapersonhadbeendumpedonthestepsofCommunityGeneralwithseveralgunshotwounds.BallisticstestslaterconfirmedthebulletswerefiredfromLuis'sgun（Leonard&Hilgert,329）.

JiffyMart’sPresidentanddistrictmanagersmettodiscusstheincidentanddecidedthatLuisviolatedthefollowingcompanypolicies.

1）JiffyMart'spolicyforrobberywastofulfilltherobber'srequestwithouttroubleandreporttheincidentwhenthedangerpassed.

2）JiffyMart’semployeehandbookstatedthatweaponswerenotpermittedoncompanypremises.

3）Luishadseriouslyinjuredsomeoneandcreatedasituationwherecustomerscouldhavelosttheirlives.

Thedayfollowingtheincident,LuisSiqueirawassummonedtothegeneralofficesofJiffyMart.Luiswastoldoftheviolationsandthathedidnotusegoodjudgment.Hewasterminatedimmediately.

B.IssuesFacingtheFirm&DecisionsatStake

BasedontheeventsthathappenedattheNorthAnthonyBoulevardJiffyMart,thecompanyhasseveralissuestoaddress.Althoughthecompanyhasacost-controlmeasureinplacethatonlyallowsoneemployeetoworkatatime,thisisdefinitelyasecuritythreattothecompany.Sincetherewerenotanyadditionalemployeewitnessesattherobberyscene,itishardtotellexactlywhathappenedatscene.Therobbersclaimedthatwhiletheyweredrivingaway,Luisbeganfiringhisgunatthem.However,itispossiblethatisnotexactlywhathappenedatthescene.Anotherpossibilityisthatatthescene,therobbersweregettingreadytoshootatsomeoneandLuisusedthehandguninselfdefense.Therefore,havingonlyoneemployeeatthesceneisaproblembecauseitpresentsa“he-said,she-said”scenario.AlthoughhavingoneemployeeatJiffyMartmaybecost-effective,itisnoteffectivewhenacrisisoccursespeciallywheneventssuchastherobberyatthestore.Unfortunatelysincetherewasonlyoneemployeeatthescene,thecompanyaswellaspoliceonlyhavethestoriesofcustomers,oneemployee,therobbers,andthesecuritytapes.Iftherewasanotheremployeeonthescene,thiswouldhaveprovidedthecompanywithmoreinformationwheninvestigatingthecrisisthatoccurredatthestore.Therefore,onethingthecompanymustevaluateiswhetherthecost-controlmeasureofhavingoneemployeeatthestoreatalltimesistrulybeneficialtotheorganization.

AnotherareaJiffyMartshouldevaluateisthedecisionmakingculturewithintheorganization.SincethemanagersterminatedLuisthenextdayafterthecrisis,weareunsurehowthedecisionwasmade.SinceLuisviolatedcompanypolicy,itispossiblethatthedecisiontoterminateLuiswasa“programmeddecision.”However,ifthisdecisionwasnotaprogrammeddecision,itisquestionableiftheproperjudgment,intuition,andcreativityweregiveninthedecisiontoterminateLuis.ThecasestudyalsospecifiesthatLuisdidnothaveanyreprimandsorprioroccurrencesduringhistenyearswithJiffyMart.Therefore,ifthiswasa“nonprogrammed”decisionmadebymanagement,JiffyMartmustevaluatethecultureofdecisionmakingthattakesplacewithinthecompany（Leonard&Hilgert,159）.

Inaddition,JiffyMartshouldalsoevaluatetherulesandregulationsthathavebeenimplementedwithinthefirm.AlthoughthemanagershaveexplainedthatLuishasviolatedfourofthepoliciesatJiffyMart,thereisnoexplanationthatiftheseviolationssubjecttheemployeetoimmediatetermination.Therefore,JiffyMartneedstoevaluatetherulesandregulationsanddetermineiftheycanproperlyterminateLoisbasedontheoffenseshehasmade.

AnotherissuethatisfacingthefirmisthepossibilityofthecustomersofJiffyMartaswellastherobbersfilingalawsuitwiththecompany.Oneofthecustomersstatesthat“whenthebulletsstartedflying,Ireallybecamefrightened!

”（Leonard&Hilgert,329）Therefore,sincethecustomersdidnotfeelsafeattheJiffyMartduetotheemployee’sactions,itispossiblethecustomermayfilealawsuitagainstJiffyMartbecauseofthedecisionsthatLuismadeduringtherobbery.Furthermore,therobberscouldalsofilealawsuitagainstJiffyMartsincetheywereshotatanddidnotposeathreattoLuis.Therefore,JiffyMartismorethanlikelygoingtohaveseverallegalissuesfacingthemduetotheeventsthathappenedduringtherobbery.

Furthermore,LuismayalsotakelegalactionagainstJiffyMart.AlthoughLuisviolatedcompanypolicy,wearenotsureifLuiswasinformedofthecompanypolicy.Therefore,thisisanothergrayareabetweenLuisandJiffyMart.LuishasbeenwiththecompanyforthepasttenyearsandhasbeencarryingahandgunwithhimtoworkfortheentiretimehehasbeenemployedwithJiffyMart.Therefore,itishardtobelievethatthemanagersatJiffyMartwereunawarethatLuishadahandgun.Ifmanagersmadedailyvisitstothestoretodropoffsuppliesandreconcileaccounts,isn’titlikelythatoneofthedaysoutofthetenyearsLuishasbeenemployedthatsomeonewouldnoticehehadafirearm?

Inaddition,LuismayalsobeabletoclaimthathedidnothavesafeworkingconditionsatJiffyMart.UndertheFederalOSHAct,thegeneraldutyclausestatesthateachemployer“shallfurnishtoeachofhisemployeesemploymentandaplaceofemploymentwhicharefreefromrecognizedhazardsthatarecausingorarelikelytocausedeathorseriousphysicalharmtohisemployees”（“OSHActof1970,”1970）.Thisgeneralclauseisbasicallyenteredasa“catchall”foranythingthatisnotspecificallydefinedintheOSHact（Perry,2008）.Therefore,ifLuisfeltthathisworkingconditionswereunsafesincehewastheonlyoneatthestoremostofthetime,hecouldfeelthathisworkenvironmentwasunsafe.AlthoughOSHAallowscompaniestoprohibitorallowfirearmsbytheircompanypolicy,LuismayfeelthatJiffyMart’sfirearmpolicymakeshisworkingconditionsunsafe.Therefore,LuiscouldfileaclaimwithOSHAtolaunchaninvestigationwithJiffyMart,whichcouldcausethecompanyfurtherlegalissues.

Therefore,theJiffyMarthasseveralitemsthattheyneedtoexamine.Overall,JiffyMartneedstodetermineiftheyhavepropersafetyproceduresandcrisismanagementplansimplemented.Onestepincompletingthistaskisevaluatingwhetherthecost-controlofonlyhavingoneemployeeworkingatatimeisbeneficialfortherestofthecompany,intheeventthatsituationssuchastherobberyoccur.Secondly,JiffyMartneedstoevaluatetheircompanypolicyonfirearmsanddetermineifthepolicyiseffectiveanddeemedsafefortheemployeeunderhisorherworkingconditions.Inaddition,JiffyMartmayneedtoconsiderthewaytheycommunicatetheircompanypolicytotheiremployees.Inaddition,holdinganannualsafetyconferenceorseminarmaybebeneficialforemployeestore-educatethemselvesoncompanypolicies.Thiswillhelpemployeesunderstandwhatthecompanydeemsacceptableandunacceptable.JiffyMartalsoneedstomakesureemployeeshavepropereducationoncompanypolicyaswellassafetyproceduresintheeventthatacrisisoccurs.Byevaluatingthesedifferentaspects,JiffyMartwillbeabletoevaluateifthecompanyhasthepropersafetyproceduresandcrisismanagementpoliciesinplace.

C.StrategicOptions

ThefirststrategicoptionthatJiffyMartneedstotakeisprovideanimmediateresponsetothemediaandcustomersofJiffyMartregardingtheincident.Providinganimmediateresponseisoneofthefirstactionstotakewhenacrisisoccurs.Byprovidinganimmediateresponse,consumerscanunderstandthatyouaretakingtheissueseriouslyandlookingtocorrecttheproblemthatoccurred.Thiswouldmakeconsumersfeelmuchmorecomfor