2007 | Promoting Gas and Gear through effective change management

BOC focussed on ensuring the best possible change management process by deciding upon the following course of action:

1 Streamline the retail channel by closing poor performing stores, strategically consolidating stores and developing new stores in emerging markets.

2 Develop a new branding strategy and reinvigorate existing stores by renovating and relaunching them to the community.

3 Review and document store operating standards and disciplines to ensure consistency. The stores had to be clean, neat, orderly, safe and provide a well-merchandised store environment.

4 Ensure that the information technology (IT) needs of the store adequately supported the retail environment. Each store needed the appropriate IT facilities to enable workers to perform duties to the best of their abilities and ensure that the shopping experience is efficient and pleasant.

5 Fully stock stores so that customers may see what products were on offer.

6 Implement a human resource training and development program to attract and retain a good range of experienced staff in the retail, technical, commercial and leadership areas.

7 Align all stores to a cultural fit. This would be demonstrated by the positive way in which staff treated visitors to the store.

8 Implement a consistent, visible and market-related pricing policy at every retail outlet.

9 Encourage all staff to adopt consistent, friendly and efficient customer service standards.

10 Display a well-defined and consistent range of products within chosen product segments in each store.

11 Adopt regular, relevant and innovative promotions to increase customer levels and build brand awareness.

12 Implement a new organisational structure to support and grow each business division.