Documente Academic
Documente Profesional
Documente Cultură
Tech Bookstore
Case 2.3
Toni Claerhout
Background
• Tech Services is an incorporated university that operates one on-campus bookstore and one
off-campus bookstore
• The bookstores sell textbooks at low markups, but as a result all merchandise is higher
priced
• Sales and profits have been satisfactory in the past few years
• A long standing policy of hiring Tech students exists in the bookstores
• List of problems have occurred at off campus bookstore regarding the student employees
Problems at the Tech
• Student employee arrested on drug possession
• Shouting match between employee and customer over locating a book
• Student employee rude to alum after not knowing the return policy
• Customer complaint about unmanned registers and social employees
Question 1: Why did Mr. Watson organize the survey the way he did? What else
could he have done?
On Campus Results
Off Campus Results
Survey Overview
Question: Discuss the quality problems the
bookstore has?