A Memo Concerning the Role of the BCI Specialists

You are a district manager at OmniShop, a large retail chain that sells everything from candy to expensive electronics (similar to Target or Walmart). You personally oversee 10 stores in the South Florida area, and are responsible for reporting on the overall operation of these stores to your regional manager, Faith McCormick, who oversees about 100 stores in the southeastern US. You are one of 10 district managers who visit the brick-and-mortar stores, diagnose and troubleshoot issues of waste and safety, and report your findings to her. On any given day, then, you have about 10% of her attention, unless there is an important issue.

Recently, your company has begun hiring dedicated sales people for the Body Care Improvement (BCI) aisle in all stores nationwide. BCI products (such as vitamins and protein powders) represent extremely high profit margins, but recent customer surveys show many shoppers will often leave the aisle overwhelmed and confused by the variety of options. Similar to the specialists you hire in electronics or the pharmacy, BCI Specialists are expected to be highly knowledgeable in their product area and to stay in their designated aisle in order to help answer customer questions. Steve Reece, who oversees the entire BCI business unit at your company, has told you that pilot programs have demonstrated that a dedicated specialist can increase BCI sales by as much as 500%.

Unfortunately, many store managers notice the BCI Specialist walking their aisle and mistake them for an employee who is doing nothing. These store managers have been trained to spot underutilized employees and make sure they have something to do. As a consequence, BCI specialists are often not in their aisle when customers have questions, and are instead stocking shelves or working cash registers. BCI Specialists are hourly employees and do not have the power to challenge a store manager. You have spoken to some of your store managers, all of whom should have received training from Steve Reece about the BCI Specialist’s responsibilities, but do not seem to know what the BCI Specialist role is or what they are supposed to do.
Deliverables
Based on the scenario above, your deliverables will be the following documents:
Document to Faith, your Regional Manager, explaining the issue
Document to the managers at your 10 locations, clarifying the BCI Specialist role
Document to Steve, Director of the BCI business unit, explaining the issue and asking for clarification about what managers have been told about the BCI Specialist role
I have one example upload, but you can't plagiarize!!!