Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Case
-
Reference no. C28-20-007
Spanish language
Published by: Tecnologico de Monterrey
Originally published in: 2006
Version: 13 August 2007
Length: 13 pages
Data source: Field research

Abstract

''Todo para sus pies'' was a chain of stores dedicate to foot health. Its General Director, Dr Ignacio Garcia, was third generation owner of the company. In 2006, the company had 45 branches, owned and franchises. Ignacio, his son, was in charge of the Management Direction and his other son, Omar, was responsible for Customer Service and Telemarketing. By mid year, the owner was thinking of expanding the company. He was thinking of Central America. The growth had been thanks to franchising. In a meeting, Dr Garcia expressed his concern to his sons in order to decide if they should continue with the growth of the family company or if they should stop immediately and consolidate. He felt there had been disloyal actions by some of the franchisees. Besides, he felt there were some organizational problems and problems with the staff due to low productivity and bad attitudes towards customers that were affecting customer satisfaction and, above all, the future of the company. There was a need to decide soon since the situation might get out of control if the company continued as it was. Actions had to be taken quickly.
Industry:
Other setting(s):
2006

About

Abstract

''Todo para sus pies'' was a chain of stores dedicate to foot health. Its General Director, Dr Ignacio Garcia, was third generation owner of the company. In 2006, the company had 45 branches, owned and franchises. Ignacio, his son, was in charge of the Management Direction and his other son, Omar, was responsible for Customer Service and Telemarketing. By mid year, the owner was thinking of expanding the company. He was thinking of Central America. The growth had been thanks to franchising. In a meeting, Dr Garcia expressed his concern to his sons in order to decide if they should continue with the growth of the family company or if they should stop immediately and consolidate. He felt there had been disloyal actions by some of the franchisees. Besides, he felt there were some organizational problems and problems with the staff due to low productivity and bad attitudes towards customers that were affecting customer satisfaction and, above all, the future of the company. There was a need to decide soon since the situation might get out of control if the company continued as it was. Actions had to be taken quickly.

Settings

Industry:
Other setting(s):
2006

Related