The Problem
What are the three main problems Hank is facing after implementing the new systems?
Employees not using the communication system, employees poorly using the inventory system, and customers ignoring the assistance centers.
What training strategy can help employees learn the new systems?
Hands-on workshops and pairing experienced users with less tech-savvy employees.
What is the purpose of the inventory control system?
To link branches, update inventory and pricing in real time, and streamline the sales process.
Why are some employees resistant to using the inventory control system?
They are long-time employees who are reluctant to learn the new system.
What problem are customers facing with the assistance centers?
They are not using them beyond an initial curiosity.
How much did Hank spend on the inventory control system hardware and software?
$25,000 for hardware and software, plus ongoing maintenance costs.
Name one incentive Hank could offer employees to adopt the new systems.
Bonuses or recognition for consistent and proper use of the systems.
Define "media richness theory" in the context of this case.
Media richness theory suggests using richer communication mediums, like in-person demonstrations, to reduce uncertainty and increase adoption.
How does the lack of communication system usage impact The Greenery?
It reduces coordination and efficiency across branches.
How can staff encourage customers to use the assistance centers?
By demonstrating their use and guiding customers through the process.
What is Hank's main concern about the new technology investments?
That they are not being utilized properly, causing financial and operational issues.
What event could Hank host to encourage customers to use the assistance centers?
In-store demonstrations or workshops showcasing the assistance centers’ features.
What is the dual capacity model?
A model that considers both the data and symbolic meaning conveyed by a technology.
What strategy can encourage employees to embrace the new systems culturally?
Emphasizing how the technology supports their roles and improves customer service.
What kind of customer incentive could increase use of the assistance centers?
Offering discounts or freebies for customers who use the touchscreens.
Why does Felipe say Hank needs a "people person"?
Felipe believes Hank’s issue isn’t the technology itself but motivating people to adopt and use it effectively.
How can Hank address employee feedback on the new systems?
Hold regular feedback sessions to identify challenges and make adjustments based on employees’ input.
How can sociomateriality help Hank understand his challenges?
By showing how the relationship between people and technology impacts adoption and use.
What type of reward might motivate employees to use the systems properly?
Public recognition, such as being named "Tech Champion of the Month."
How does the assistance center align with The Greenery's goals?
It enhances customer experience by providing detailed, interactive plant information.
What was the purpose of the customer assistance centers?
To help customers choose plants for their landscaping needs through an interactive and educational touchscreen system.
How could Hank market the assistance centers to customers?
Advertise their benefits through local gardening clubs, social media, and in-store promotions like discounts for use.
What is the estimated cost of installing customer assistance centers in each store?
$10,000 per store.
How can peer mentoring help with employee adoption of technology?
Tech-savvy employees can train and encourage others, making the transition easier and more collaborative.
What alternative path could Hank take to improve customer experience without relying solely on technology?
Increase staff availability for personalized consultations or host workshops and events.