Case study: JB HiFi

JB Hi-Fi is a leading Australian retailer of consumer electronics, home entertainment, and music products. Founded in 1974, the company has grown to become one of the largest specialty retailers in the country, with over 300 stores across Australia and New Zealand. The company is headquartered in Melbourne, Victoria.

Organisational Structure and Core Business: JB Hi-Fi operates as a divisional structure, with each division being responsible for a specific product category. The product categories include Consumer Electronics, Home Appliances, Computers and Tablets, Phones and Accessories, Music, Movies and TV Shows, and Gaming.

• Each division is managed by a General Manager who reports directly to the CEO. JB Hi-Fi's core business is to provide customers with a wide range of quality products at competitive prices.
• The company prides itself on its knowledgeable and friendly staff, who are able to provide expert advice to customers. JB Hi-Fi is committed to providing a seamless shopping experience for its customers, whether they shop in-store or online.

Customer Demographic: JB Hi-Fi's customer demographic is diverse and ranges from tech-savvy millennials to baby boomers.

• The company caters to a broad range of customers, including families, students, and professionals.
• JB Hi-Fi's customers are generally interested in technology, entertainment, and music. Shop Front and Online Team Sales.

Descriptions: JB Hi-Fi's shop front team sales descriptions vary depending on the product category.

• The Consumer Electronics team is responsible for selling products such as TVs, cameras, and audio equipment.
• The Home Appliances team sells white goods such as fridges, washing machines, and dryers. The Computers and Tablets team sells laptops, desktops, and tablets, while the Phones and Accessories team sells mobile phones and accessories.
• The Music, Movies, and TV Shows team is responsible for selling CDs, DVDs, and Blu-rays, while the Gaming team sells video games and gaming consoles.
• JB Hi-Fi's online sales team is responsible for managing the company's e-commerce platform. This includes managing the website, processing orders, and handling customer inquiries. The online sales team also works closely with the shop front teams to ensure a seamless shopping experience for customers.

Part C- Contribute to positive team outcomes

Scenario 3: Team moral

The complaint from the customer has identified a problem for the team. If customers come into the store and purchase products on the spot, the team receives a bonus. However, more customers are beginning to come into the store for help but then going home and purchasing the goods using the online sales team instead.

The team is suffering from low morale because of this situation and the customer complaint that the staff feels is unfair.

Also, you have begun to hear your team blaming the online staff member from scenario 2 for a drop in bonuses and using racist terms that are close to becoming threatening that are contrary to codes of conduct.

Your manager has asked you to investigate ways to support the team, to address respectful conduct and to boost team moral.

1. Describe the issues that the team is facing and any potential diversity issues and describe how the team might be breaching the code of conduct and identify legislation that might be breached.

Answer:

Team Morale Issues

Low Morale: The team feels that the increasing trend of customers consulting in-store but purchasing online is unfair, affecting their bonuses.

Code of Conduct Breaches: Some team members have resorted to using discriminatory language towards colleagues, which is unacceptable and against company policies.

1. Create a team morale role play where you address the issues with your team members:
   1. Discuss any code of conduct problems
   2. brainstorm ways to improve team morale,
   3. brainstorm positive conflict resolution ideas
   4. brainstorm ways to promote the team to the rest of JB HiFi.