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Needs analysis at HBC
The Hudson's Bay Company (HBC) was established by British Royal Charter in 1670. Its earliest business activities were associated with the fur trade in the wilderness of what is now Canada. Most of its early employees were Scots from the Hebrides who were tough enough to survive the long cold Canadian winters.
Several years ago, The Hudson Bay Company noted a number of complaints from customers in their `Bay' department stores and they took steps to rectify the situation. Anecdotally, feedback from customers indicated that they were unable to find sales people when they needed them, and when they did find salespeople, the staff seemed 'bothered' by the customers' request for assistance. These complaints and recent pandemic-driven changes emphasizing online shopping served to instigate a needs analysis.
Adopt the role as a consultant for this needs analysis, and describe the steps that you would recommend in the assessment. Look at the HBC website for more information about the organization, but confine your approach to the department stores rather than any of the other HBC group organizations.
https://www.thebay.com/
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