IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion
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- Synopsis
- This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case describes the tasks (both in-store logistics and customer service tasks) that are carried out by store employees at one Dillard's department store and presents nine weeks of traffic data at an hourly level collected by IBM. Additional data on labor hours and number of customer transactions allow students to examine the relationship between staffing levels and conversion rate. Given the large variation in customer traffic over time and the relationship between staffing levels and conversion rates, how should Dillard's manage staffing levels?
- Copyright:
- 2010
Book Details
- Book Quality:
- Publisher Quality
- Publisher:
- Harvard Business Publishing
- Date of Addition:
- 08/02/16
- Copyrighted By:
- HBS
- Adult content:
- No
- Language:
- English
- Has Image Descriptions:
- No
- Categories:
- Nonfiction, Business and Finance
- Submitted By:
- Bookshare Staff
- Usage Restrictions:
- This is a copyrighted book.