Team Case Analysis.docx

1、Team Case AnalysisCase Study 3-6: Just Another Crisis?p. 328-329Lawrence Technological UniversityTeam #5 Team Names hereFall 20XXProfessor GurjackTable of ContentsA. Case Overview 3B. Issues Facing the Firm & Decisions at Stake 4 C. Strategic Options 7D. Key Actions Taken 8E. Evaluation of Actions 1

2、1F. Fieldwork 12G. Conclusion 17H. References 19I. PowerPoint Presentation Handout 20A. Case OverviewJiffy Mart is a chain of convenience stores located throughout several states. Many of the stores are also gas stations that are open 24/7. Luis Siqueira has worked for Jiffy Mart for the past ten ye

3、ars and has an excellent employment record. Although he works alone, he is inside a secure building. Customers pre-pay for gas and request goods through a service window. One night around 10:00 p.m., two men with guns jumped out of their car and demanded that Luis fill a garbage sack with money. Fri

4、ghtened, Luis pointed to the sign that said No cash on hand except for $25.” Meanwhile, three customers were at the customer service area outside with the robbers. One robber demanded that Luis fill the garbage bag with cigarettes; the other demanded that the customers place their belongings in anot

5、her sack. The robbers threatened to kill the customers if the silent alarm was pressed. The customers complied with the robbers. The robbers retreated with the loot. But unknown to anyone, Luis had a Concealed Carry Weapon permit (CCW) and carried a gun to work even though it was against company pol

6、icy. Before the robbers could leave the parking lot, Luis exited the building with his gun and fired three times at the fleeing vehicle. The surveillance tapes captured the make and model of the vehicle, but not license number. One of the customers was interviewed and said, “sure I was concerned, bu

7、t when the bullets started flying, I really became scared. Another said, Im going to start carrying a gun. I wish that Id have shot them both!”An hour later, Channel 4 news reported that a person had been dumped on the steps of Community General with several gunshot wounds. Ballistics tests later co

8、nfirmed the bullets were fired from Luiss gun (Leonard & Hilgert, 329). Jiffy Marts President and district managers met to discuss the incident and decided that Luis violated the following company policies. 1) Jiffy Marts policy for robbery was to fulfill the robbers request without trouble and repo

9、rt the incident when the danger passed. 2) Jiffy Marts employee handbook stated that weapons were not permitted on company premises. 3) Luis had seriously injured someone and created a situation where customers could have lost their lives.The day following the incident, Luis Siqueira was summoned to

10、 the general offices of Jiffy Mart. Luis was told of the violations and that he did not use good judgment. He was terminated immediately.B. Issues Facing the Firm & Decisions at StakeBased on the events that happened at the North Anthony Boulevard Jiffy Mart, the company has several issues to addres

11、s. Although the company has a cost-control measure in place that only allows one employee to work at a time, this is definitely a security threat to the company. Since there were not any additional employee witnesses at the robbery scene, it is hard to tell exactly what happened at scene. The robber

12、s claimed that while they were driving away, Luis began firing his gun at them. However, it is possible that is not exactly what happened at the scene. Another possibility is that at the scene, the robbers were getting ready to shoot at someone and Luis used the handgun in self defense. Therefore, h

13、aving only one employee at the scene is a problem because it presents a “he-said, she-said” scenario. Although having one employee at Jiffy Mart may be cost-effective, it is not effective when a crisis occurs especially when events such as the robbery at the store. Unfortunately since there was only

14、 one employee at the scene, the company as well as police only have the stories of customers, one employee, the robbers, and the security tapes. If there was another employee on the scene, this would have provided the company with more information when investigating the crisis that occurred at the s

15、tore. Therefore, one thing the company must evaluate is whether the cost-control measure of having one employee at the store at all times is truly beneficial to the organization.Another area Jiffy Mart should evaluate is the decision making culture within the organization. Since the managers termina

16、ted Luis the next day after the crisis, we are unsure how the decision was made. Since Luis violated company policy, it is possible that the decision to terminate Luis was a “programmed decision.” However, if this decision was not a programmed decision, it is questionable if the proper judgment, int

17、uition, and creativity were given in the decision to terminate Luis. The case study also specifies that Luis did not have any reprimands or prior occurrences during his ten years with Jiffy Mart. Therefore, if this was a “nonprogrammed” decision made by management, Jiffy Mart must evaluate the cultu

18、re of decision making that takes place within the company (Leonard & Hilgert, 159).In addition, Jiffy Mart should also evaluate the rules and regulations that have been implemented within the firm. Although the managers have explained that Luis has violated four of the policies at Jiffy Mart, there

19、is no explanation that if these violations subject the employee to immediate termination. Therefore, Jiffy Mart needs to evaluate the rules and regulations and determine if they can properly terminate Lois based on the offenses he has made.Another issue that is facing the firm is the possibility of

20、the customers of Jiffy Mart as well as the robbers filing a lawsuit with the company. One of the customers states that “when the bullets started flying, I really became frightened!” (Leonard & Hilgert, 329) Therefore, since the customers did not feel safe at the Jiffy Mart due to the employees actio

21、ns, it is possible the customer may file a lawsuit against Jiffy Mart because of the decisions that Luis made during the robbery. Furthermore, the robbers could also file a lawsuit against Jiffy Mart since they were shot at and did not pose a threat to Luis. Therefore, Jiffy Mart is more than likely

22、 going to have several legal issues facing them due to the events that happened during the robbery.Furthermore, Luis may also take legal action against Jiffy Mart. Although Luis violated company policy, we are not sure if Luis was informed of the company policy. Therefore, this is another gray area

23、between Luis and Jiffy Mart. Luis has been with the company for the past ten years and has been carrying a hand gun with him to work for the entire time he has been employed with Jiffy Mart. Therefore, it is hard to believe that the managers at Jiffy Mart were unaware that Luis had a handgun. If man

24、agers made daily visits to the store to drop off supplies and reconcile accounts, isnt it likely that one of the days out of the ten years Luis has been employed that someone would notice he had a firearm? In addition, Luis may also be able to claim that he did not have safe working conditions at Ji

25、ffy Mart. Under the Federal OSH Act, the general duty clause states that each employer “shall furnish to each of his employees employment and a place of employment which are free from recognized hazards that are causing or are likely to cause death or serious physical harm to his employees” (“OSH Ac

26、t of 1970,” 1970). This general clause is basically entered as a “catch all” for anything that is not specifically defined in the OSH act (Perry, 2008). Therefore, if Luis felt that his working conditions were unsafe since he was the only one at the store most of the time, he could feel that his wor

27、k environment was unsafe. Although OSHA allows companies to prohibit or allow firearms by their company policy, Luis may feel that Jiffy Marts firearm policy makes his working conditions unsafe. Therefore, Luis could file a claim with OSHA to launch an investigation with Jiffy Mart, which could caus

28、e the company further legal issues.Therefore, the Jiffy Mart has several items that they need to examine. Overall, Jiffy Mart needs to determine if they have proper safety procedures and crisis management plans implemented. One step in completing this task is evaluating whether the cost-control of o

29、nly having one employee working at a time is beneficial for the rest of the company, in the event that situations such as the robbery occur. Secondly, Jiffy Mart needs to evaluate their company policy on firearms and determine if the policy is effective and deemed safe for the employee under his or

30、her working conditions. In addition, Jiffy Mart may need to consider the way they communicate their company policy to their employees. In addition, holding an annual safety conference or seminar may be beneficial for employees to re-educate themselves on company policies. This will help employees un

31、derstand what the company deems acceptable and unacceptable. Jiffy Mart also needs to make sure employees have proper education on company policy as well as safety procedures in the event that a crisis occurs. By evaluating these different aspects, Jiffy Mart will be able to evaluate if the company

32、has the proper safety procedures and crisis management policies in place.C. Strategic OptionsThe first strategic option that Jiffy Mart needs to take is provide an immediate response to the media and customers of Jiffy Mart regarding the incident. Providing an immediate response is one of the first actions to take when a crisis occurs. By providing an immediate response, consumers can understand that you are taking the issue seriously and looking to correct the problem that occurred. This would make consumers feel much more comfor