Using the simulated workplace scenario or using your own work environment, develop at least 5 questions that will identify and explore team and individual knowledge gaps

History and Organisational brief(Sourced)

The Good Guys is a chain of consumer electronics retail stores in Australia and formerly New Zealand. Its national headquarters is in the Melbourne suburb of Essendon Fields. Ian Muir founded the company and following his death in 2009 ownership of the chain remained with the Muir family. In 2016, The Good Guys were purchased by JB Hi-Fi, despite competition concerns.

When the first The Good Guys store (known at the time as Ian Muir's Radio and Electrical Centre) opened in Melbourne's northern suburbs in 1952 by the Muir family, the company's philosophy was to delight customers and 'do good'. Careful small acquisitions over the years provided the business with a strong foundation. Still, it was re-naming to The Good Guys in 1998, supported by the unique selling proposition Pay Less Pay Cash and the now-iconic TV commercial, which prepared the company for national expansion. This customer-centric approach is also reflected in the company's ongoing commitment to support and strengthen the communities in which it operates, and it's Doing Good program which supports 14 charities across Australia through Workplace Giving, awareness campaigns and fundraising efforts.

Parent Organisation(Sourced)

JB Hi-Fi acquired The Good Guys for $870 million in 2016. The JB Hi-Fi Group, operating under its listed holding company, JB Hi-Fi Limited, now brings together two of Australia's best known and most trusted retail brands, JB Hi-Fi and The Good Guys. The Group sells an extensive range of consumer electronics, white goods, appliances, and home entertainment at great prices combined with genuine personal service from our specialist staff. Operating from over 300 stores in Australia and New Zealand and its websites, the Group also services the commercial, insurance and education sectors. It offers information technology and consulting services, through its JB Hi-Fi Solutions business.

Stores and Growth Strategy(Sourced)

The Good Guys have recently opened its 101st store at Chirnside Park, located in Melbourne's north-eastern suburbs. The Good Guys Chirnside Park will employ approximately 20 team members. The Good Guys CEO, Michael Ford, said Chirnside Park is a dynamic, growing community which, The Good Guys has been looking to expand into for quite some time. "At the Good Guys, we have a real focus on creating the most knowledgeable, friendly and approachable teams, and we believe our team at Chirnside Park will do that and more," continued Mr Ford. The Chirnside Park location is one of many stores that The Good Guys is looking to open in the next few years to serve its new and existing customer base better. "Finding ways to generate growth is always a challenge for retailers. We are constantly looking for opportunities to innovate and invest in our store network, our online channels and our customer experience, and store expansion presents a real growth opportunity for our business," said Mr Ford.

Awards and Achievements(Sourced)

The Good Guys received the initial Choice award for the best retailer in 2010 and the annual Roy Morgan Customer Satisfaction Award for 2011 in the furniture/electronics retail category. The latter award presented by market research firm Roy Morgan Research based on feedback from customers and heads of business from all over Australia.

Social Responsibility and Charity(Sourced)

Since its humble beginnings in 1953, The Good Guys has been passionate about delighting customers and Doing Good. Our Doing Good activities and partnerships aim to address critical social issues while supporting the development of the local communities in which we operate. And, because we are Good Guys, we are also always trying to find ways of assisting those Aussies who just need a hand. One of those ways now includes an Employee Workplace Giving Program that allows our team members to donate to 12 charity partners. The Good Guys Doing Good Workplace Giving program started in July 2017, and every dollar donated by our team members is matched by The Good Guys, doubling the positive impact on the charities we support and the community. The Good Guys is a proud member of "The Australian Charities Fund" and are keeping their goal of #1Mdonors by 2020. Further on charities can be read athttps://www.thegoodguys.com.au/doing-good

In 2010, The Good Guys established The Good Foundation and in partnership with celebrity chef Jamie Oliver and the Queensland state government funded the establishment of the first Australian Ministry of Food Centre in Ipswich, west of Brisbane. The Foundation aims to encourage and support programs and initiatives that have the potential to improve the health and social welfare of communities across Australia.

Sustainability Practices

The Good Guys has a strong commitment to sustainability, especially product stewardship, offering customers a free third-party collection service for old whitegoods. In 2016, The Good Guys partnered with the NSW Government ( and hoping to work with other states as well).To launch an appliance replacement initiative that helps nearly20,000 low-income households in NSW cut the cost of their energy bills, by offering those discounts on energy-efficient refrigerators and televisions. The Home Energy Action Appliance Program provides financial support through a 40 per cent subsidy for fridges and a 50 per cent subsidy for TVs. According to the NSW government, this could help low-income earners save approximately $2.8 million a year. Last year, The Good Guys became the program's delivery partner. They are responsible for managing all public enquiries, assessing customer suitability/eligibility, assisting customers with the application process, referring discretionary customers to engagement partners. For assessment and managing the sale, delivery and installation of new products as well as the removal of old products. "When we first heard about the NSW Government's plans for a Home Energy Action Appliance Program, to assist low-income households through an appliance replacement incentive. We knew it was something that The Good Guys needed to get involved with," said Michael Ford, The Good Guys CEO. "We take corporate social responsibility and sustainability very seriously, and this program fittingly covers both areas," Ford said.