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Labu2040 L2 PDF
Labu2040 L2 PDF
Labu2040 L2 PDF
lcmng@ust.hk
BUSINESS CASE ANALYSES
OVERVIEW OF THE CASE
ANALYSIS PROCESS
There are many ways to analyze a case study but over the years, a particular 5-
stage process is proven to be efficient time and again
And they are…
Generate Recommend
Read and Research
Identify and and create
understand and analyse
problem(s) evaluate an action
the case data solutions plan
MINI-CASE 1
Step 1. Read the case and then discuss:
What is the case about?
Who are the stakeholders and what are their concerns or vested interests?
Step 2. What is the problem and its underlying cause(s)?
Step 3. What information do you need to help you understand the issue more
thoroughly and make better decisions? (You may not have time to do the research
now.)
Step 4. What are the possible options to deal with the issue? What are their pros and
cons?
Step 5. If you were Nicholas Wong, what actions would you take in the short
(immediately) and in the long term?
UNDERSTANDING THE CASE
• You should have read minicase 1, how much do you understand the case?
• Share what you know about minicase 1 in the chat box.
• Correct one another if they have the case misunderstood.
STEP 1:
READ AND UNDERSTAND THE CASE
What is the case about?
The case is a management case about a junior staff member (Sales Assistant) of a retail store in China
expressing her grievance to the President about her allegedly unfair dismissal (after receiving a
customer complaint) for failing to perform a duty she had not been trained for.
Who are the stakeholders and what are their concerns or vested interests?
The primary stakeholders are Zhang Shuo, the supervisor and Nicholas Wong.
The secondary stakeholders are the customer involved, the rest of the staff, all customers and
shareholders and any other acceptable answers.
Concerns/ vested interests:
Zhang Shuo – wanting her job to be reinstated.
Supervisor – pacifying the angry customer and managing the department’s reputation.
Nicholas Wong – managing the company’s reputation (external), handling Zhang Shuo’s grievance, handling the management
team, and identifying the underlying problem (internal).
STEP 2:
IDENTIFYING THE PROBLEM(S)
• You will be assigned in a breakout room.
• Discuss the underlying causes of one of the “problems” stated in the case.
• Room 1: Zhang Shuo was left on her own to deal with a customer.
• Room 2: Zhang Shuo was dismissed by the Supervisor without prior warning.
• Room 3: Zhang Shuo had to go directly to the Company President to get her
grievance heard.
• Come up with a list of possible causes that create the problem.
• You don’t have to think of the solution yet.
Discussion time: 20 minutes
STEP 2:
IDENTIFYING THE PROBLEM(S)
Symptom Underlying Cause
Zhang Shuo was left on her own to deal with a o Mismanagement of human resource.
customer. o Inaccurate sales forecast.