Gap Inc Case Study

Topics: Banana Republic, Product Red, Gap Pages: 10 (1571 words) Published: December 4, 2014
GAP INC. CASE STUDY:
QUALITY AND PRODUCTIVITY
THROUGH TRUST
GAP INC. BOOSTS QUALITY, ACCOUNTABILITY AND PRODUCTIVITY THROUGH THE ADOPTION OF RESULTS-ONLY WORK ENVIRONMENT (ROWE)

GAP INC. CASE STUDY: QUALITY AND PRODUCTIVITY THROUGH TRUST - GOROWE.COM

Introduction
The economic climate of the past several years has been challenging for industries across the board, and clothing retail has been no exception. Response strategies are varied, from aggressive traditional marketing to increased reliance on social media and real-time customer engagement.

Gap Inc. chose to look within to find solutions, and in 2008 began a pilot implementation of Results-Only Work Environment (ROWE), utilizing the proven CultureRx training process, in its Outlet Division corporate headquarters. The primary objectives of the pilot were to test solutions to work/life flexibility-related employee engagement and turnover issues, and to enable increased levels of “off hours” e-sourcing.

Gap Inc. has called ROWE a “cultural revolution,” allowing employees to have complete autonomy over how they approach their work and focus on being accountable for results. Management and employees report an increase in the overall energy and engagement level, greater focus on quality rather than simply meeting deadlines, and an overall sense of trust among employees at all levels of the organization.

“ROWE really lets me prioritize my time,”
reports one employee. “I feel empowered and
actually more responsible at my job. It makes
me feel more in control and in charge of my
work.”

GAP INC. CASE STUDY: QUALITY AND PRODUCTIVITY THROUGH TRUST - GOROWE.COM

More than just providing anecdotal evidence, the ROWE pilot produced significant measurable results.

RESULTS
✓ Production turnover dropped by 50%
✓ Employee engagement scores improved by 13%, the
best performance in the Division

✓ Several hundred thousand dollars in savings were
realized by reduced employee turnover costs.

✓ Based on these initial results, sister brands within Gap Inc. were given approval to rollout ROWE to their
divisions.

“[ROWE] is the best ‘raise’ I’ve ever been
given.”

GAP INC. CASE STUDY: QUALITY AND PRODUCTIVITY THROUGH TRUST - GOROWE.COM

Challenges and solutions
Gap Inc. is a leading international specialty retailer offering clothing, accessories and personal care products for men, women, children and babies. As a brand, Gap Inc. emphasizes overall quality in both product and process, including work in customer sales and service. Gap Inc. has about 132,000 employees and about 3,000 company-operated stores and over 200 franchise stores, operating under the brands Gap (including Gap, GapKids, babyGap, GapMaternity and GapBody), Banana Republic, Old Navy, Piperlime and Athleta.

CHALLENGE
Gap brand faced the following challenges:

✓ Shift from process-driven to outcome-driven culture
✓ Address work/life harmony of employees
✓ Improve the annual employee opinion survey to better
measure employee engagement

✓ Agile response to employee challenges and
opportunities

SOLUTIONS
After HR management and outlet leaders participated in a ROWE Leadership Summit led by CultureRx, the leaders bought in to the program. They saw the value of focusing on outcomes rather than just making sure employees were at their desks and busy during work hours.

GAP INC. CASE STUDY: QUALITY AND PRODUCTIVITY THROUGH TRUST - GOROWE.COM

While at first a frightening concept for many companies, treating employees like adults and making them feel responsible for results gives them the autonomy they need to be at their best and most productive. Gap Inc. needed just one Summit experience to understand the potential impact of ROWE on the brand, and they immediately approved a pilot program within its Outlet Division corporate headquarters in 2008. In 2011 ROWE was rolled out to other corporate divisions. Currently in place in corporate offices, Gap brand hopes to...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Case Study Analyses: the Gap, Inc. Essay
  • GAP INC, A Case Study Essay
  • Case Study, Gap Inc. Essay
  • Gap Case Study Research Paper
  • Case Study Gap Essay
  • Case Analysis GAP Inc Essay
  • Gap Case Study Analysis Essay
  • gap inc Essay

Become a StudyMode Member

Sign Up - It's Free