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This problem-solving application profiles electronics retailer Best Buy. The entrance of Amazon and Walmart into the online resale marketplace gashed Best Buy’s instore sales. When you couple that with inefficient processes and procedures at the organization, and scandals with senior leadership, the organization really was in dire straits. Organizations such as Circuit City, CompUSA and RadioShack could not survive their problems, could Best Buy? In came new CEO Hubert Joly and CFO Sharon McCollam. They are now in the middle of the many challenges Best Buy is facing and need to find solutions to these major problems.

Question 1

Some of Best Buy’s internal issues could best be addressed by ______

Multiple Choice


changing customer preferences

internal competition

demographic changes

participation/suggestions by employees

mergers and acquisitions

Question 2

If Best Buy chose to compete by introducing online sales direct to the consumer, this would be an example of ______ change

Multiple Choice




radically innovative



Question 3

Which type of analytical framework could help Best Buy develop a strategic plan?

Multiple Choice


competing values analysis

SWOT analysis

systems analysis

force field analysis

organizational development analysis

Question 4

Best Buy might use all of the methods of change listed below. Which of these includes inputs, strategic plans, target elements of change, and outputs?

Multiple Choice


organizational structure plan

social factors method

organizational arrangement

three-stage model of planned change

systems model of change

Question 5

When other tactics will not work or are too expensive, the best approach to overcoming resistance to change is

Multiple Choice


facilitation and support

manipulation and co-optation

explicit and implicit coercion

participation and involvement

education and commitment

Question 6

6. The majority of problems Best Buy is facing have been brought about by ______ forces.



Question 7

The change brought about by online competition from Amazon and Walmart are examples of _____

Fill in the blank


changing customer preferences

Question 8

Best Buy’s new CEO and CFO will need to function as catalysts in helping the organization to deal with old problems in new ways. They would then be known as

Fill in the blank


change agents

Question 9

Recommend a solution to the problem outlined above in no more than 175- words



Best Buy is facing several problems including competition from Amazon and Walmart, inefficient internal processes, and scandals with senior leadership. Best Buy needs to develop a new strategic plan with radically innovative ideas, and quickly implement the plan. Company should try multiple strategies and choose trial and error phase to determine which strategy is the most effective one. Some of the strategies that can work for Best Buy are:

1. Give more attention to e-commerce and use this mode to enter new markets.

2. Set up ad-hoc shops that give heavy discounts and super deals. These shops will be set up for short period, and used to get customer attention.

3. Implement combination of online and brick-and-mortar strategy. Customers can check items in store and buy online. Also, customer can buy online and get delivery from store, or store delivers at doorstep.

4. To attract customers, Best Buy should offer attractions at store. For example, Best buy stores can have a gaming area, coffee shop, and other attractions that attract customers.

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