Triumphs and Tribulations of a Middle Manager Implementing a New Performance Measure

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CASE STUDY. The case follows Richard, the regional manager for Quebec, at Frippe, a Canadian clothing company, during the implementation of a new performance indicator.

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Description

Triumphs and Tribulations of a Middle Manager Implementing a New Performance Measure: Abstract

Presented in the form of a comic book, this two-part case follows the efforts (or lack thereof) of Richard, the Quebec regional manager of Frippe, a cross-Canada chain of fashion boutiques, to implement a new performance indicator. Four years earlier, Mary, the founder’s daughter, had taken over the reins of the company and repatriated production to Canada. Her next goal was to improve the customer experience with the help of a new performance indicator: the conversion rate. Richard was not fully on board with the idea and paid little attention to its implementation, but, at the end of the fiscal year, he had to submit a progress report to Mary.

Teaching objectives

Management:

  • Identify performance measures facilitating control.
  • Recognize the consistency between corporate strategy and performance evaluation.
  • Identify the role of managers in terms of control and change implementation.

Microeconomics:

  • Identify an agency problem; understand the impact of incentive plans on behaviour.

Main themes covered

  • Performance indicators

Multi-part case

  • Part A
  • Part B (included when buying a teacher license only)

Additional information

Also available in French.

Teachers notes are available for teachers only. Please contact HEC Montreal Case Center.

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