Go Mobile: Aligning District Managers and Store Teams

By: Tatiana Sandino

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Synopsis: This case study explores organizational design and incentive choices related to building a middle management layer as a company scales up its operations. Go Mobile, an Indian mobile phone retailer, uses high-powered incentives to encourage an entrepreneurial spirit among store employees. The company is faced with the challenge of motivating its district managers to support the highly incentivized store teams. On one hand, the district managers are expected to drive a profitable expansion, supporting complex day-to-day operations at the stores. On the other hand, they are expected to instill a culture of exceptional service and integrity among Go Mobile's employees. The case presents different systems that the company could use to motivate the district managers to fulfill these, sometimes conflicting, roles. This product can be used with the free Job Design Optimization Tool (JDOT), available at: hbsp.harvard.edu/jdot