Reference no: EM132822069

Question

Please describe the benefit of using measurable and focused metrics for supporting the company in reaching its strategic growth initiatives and include in your response a discussion on metrics and performance measurements you would collect to support the company in meeting its strategic goals, explain how you would collect the data, how it would support company goals and initiatives, and how metrics and data should be used to connect to and measure organizational goals related to increasing interdepartmental collaboration and efficiency.

Scenario

You are a new manager at Mountain Top View Inc. In this role, you oversee the three store locations, each with their own store manager. One of the first tasks the owners ask you to do is to provide recommendations for addressing current issues and for supporting the company's strategic initiatives. They are looking forward to your informed, fresh perspective.

Mountain Top View Inc. Company Overview

A few years ago, based on their love of the outdoors, John and Ann Applewood started a small outdoor equipment business called Mountain Top View Inc. The company has expanded so rapidly over the past few years that it is now a publicly traded corporation. They have three stores located across the northeastern United States. Additionally, they have a strong international customer base and sell their products online.

Data/Metrics

Current Performance Measurements

The table below shows data that is currently being measured across the different stores.

Store Location OneStore Location TwoStore Location Three Sales per quarter1 million1.5 million1.7 millionExpenses per quarter900,0001 million1.6 millionAverage employee satisfaction based on survey results (1= very dissatisfied, 5=Very satisfied)332Employee turnover rate25%35%45%Average customer satisfaction based on survey results (1= very dissatisfied, 5=Very satisfied)232

Organizational Structure

The company has a few different levels of organizational structure in place to manage the storefronts, the website, and sales.

• Marketing
• Each of the three stores has two marketing representatives. Their jobs are to manage the website and social media as well as to manage the store's visual marketing aspects.
• The marketing representatives have voiced that they feel disconnected from one store to another. In addition, customers who visit multiple stores often comment that the stores have a very different layout and "feel" from one location to another.
• Technology
• There is team of five people who manage the website and address customer technology issues with the website or ordering.
• This team works remotely.
• There is a need to integrate this team with the organization in a more effective way. Customers will sometimes reach out to the stores directly, either in person or via phone, if they have difficulty with orders, and often the representatives are not sure where to direct them for help.
• Cashiers and Customer Support

Days and TimesStore Location OneStore Location TwoStore Location ThreeM-F, 9 a.m.-3 p.m.5 employees trained in both customer service and using the cash register6 employees trained in both customer service and using the cash register5 employees trained in both customer service and using the cash registerM-F, 3 p.m.-7 p.m.3 employees trained in both customer service and using the cash register2 employees trained in both customer service and using the cash register2 employees trained in both customer service and using the cash registerSaturday and Sunday,

9 a.m.-11 a.m. and 5 p.m.-7 p.m.3 employees trained in both customer service and using the cash register2 employees trained in both customer service and using the cash register2 employees trained in both customer service and using the cash registerSaturday and Sunday,

11 a.m.-5 p.m.4 employees trained in both customer service and using the cash register3 employees trained in both customer service and using the cash register3 employees trained in both customer service and using the cash register

• Average Sales per Hour

Days and TimesStore Location OneStore Location TwoStore Location ThreeM-F, 9 a.m.-3 p.m.$291$150$210M-F, 3 p.m.-7 p.m.$550$490$510Saturday and Sunday,

9 a.m.-11 a.m. and 5 p.m.-7 p.m.$650$600$590Saturday and Sunday,

11 a.m.-5 p.m.$750$780$710

• Management
• Each store has one general manager whose responsibilities include managing employees and managing and ordering inventory. Managers work Monday through Friday from 8 a.m. to 5 p.m. and are expected to support as needed when they are working.
• Strategic Initiatives
• The company knows that in order to move forward, it will need to make some changes. The owners have shared their strategic initiatives for the upcoming year, which are the following:
• Increase efforts to focus on interdepartmental collaboration in order to create more agile work processes
• Develop a systematic and consistent approach to motivate and empower employees
• Appropriately allocate resources to maximize efficiency