Service the Crazy John's way

The mobile phone industry has experienced incredible growth in the past decade with Australia having among the highest rates of mobile phone ownership in the world. Crazy John's, a readily recognised brand, is the largest independent retailer of mobile phones in Australia. Entrepreneurial spirit is highly valued at Crazy John's and a large investment is placed in human resource management and quality management.

As a result of reading this Case Study students should be able to:

• Understand the concepts of branding and entrepreneurship 
• Illustrate methods of human resource management and evaluate this in light of business core objectives 
• Demonstrate how organisational culture is developed

Introduction

Crazy? Perhaps, but certainly a business success story!

Customer-focussed

John Ilhan realises that great customer service requires great staff; without this he has no business.

Training for success

Staff are a major factor in the success of Crazy John's and therefore staff training and development is fundamental to Crazy John's human resource management.

Recruting great service providers

How do you get to work with Crazy John's?

Infrastructure to support great service, every time

In addition to having great staff, Crazy John's looks after its customers with effective systems and infrastructure.

Conclusion

Crazy John's shows us that a key plank in the success of any business venture is the relationship between the organisation and its staff.