Page 22 - Case Lab Case Method
P. 22
Case Issues
Case issues range from questioning the understanding of
the problem confronting management to the
disproportionate response engendered by management.
Pilferage of toilet tissue
Does management truly know the customer’s profile, needs,
desires and wants?
Does management have a realistic knowledge of what its
product offers and the psychogenic factors that influence
the customer use of it?
Assessment
Questions
Q1. Was management’s response to the problem facing
them appropriate?
Discuss
Q2. Critically assess management’s understanding of their
customer’s needs and desires.
Q3. To what extent do you agree that at the bottom of the
problem is the simple fact that the dispensed toilet
paper was too short for purpose?
Q4. To what extent would you agree that management
failed to define what business they were in and as a
consequence their solution to the perceived problem
was an over-reaction?
