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