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.
Introduction
Customer-focussed
Training for success
Recruting great service providers
Infrastructure to support great service, every time
Conclusion
