Toys R Us Case Study Management

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Case Study One: Toys ‘’R’’ Us Management MGT 3301 (01) Abdellatif Ait Boumahaout Pr. Robin MacDonald Study Case 1: Toys ‘’R’’ Us John Eyler, Chief Executive Officer of Toy r us (2000-2006), said, “We are pleased to report that our net earnings improved by 19% for the 2002 year, exclusive of the impact of restructuring and other charges that were taken in 2001.’’ (Reports 2002 Fiscal Year and Fourth Quarter Results, 2003). According to other press releases, Mr. Eyler also reported his large satisfaction about the performance of the company in 2004 reflected on the annual report (Toys “R” Us Files Form 10-K with SEC and Reports Fourth Quarter 2004 Results, 2004). It is true that the changes Eyler had implemented pay off in the short term. However, the productivity of those changes was restrained by the huge amount of expenditures related mainly to capital investment such the opening of Times Square retail store (Timothy L. Keiningham, Terry G. Vavra, 2001, p.105). The decisions made by Eyler, were very successful, in the long and short term, for one main which is improving the Toys R us culture. Employees’ trainings are an example of the will of the firm to change their culture, aiming to create a customer responsive culture. As a result the employee becomes more and more valuating serving the customer and giving him or her pleasing and appealing shopping experience, to match company ambition as the CEO of Toys R us says : ‘’The challenge at toys r us is to build an excitement level, a service, and a presentation level of product…’’ (Timothy L. Keiningham, Terry G. Vavra, 2001, p.149). Selling Online is not only backed up by the desire of the company to widen their customers databases but also to by a strong will to provide the shopping experience that the customer wants. Thus the customer will be given much more choices and facilities when

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