Case Analysis #3: “7-Eleven Japan:
Managing a Networked Organization”
Analysis Questions
1. What are the differences between a typical convenience store in Japan and a
typical convenience store in the United States?
2. Explain Mr. Suzuki’s statement, “we are not in the retail business but rather in the
information business.” (Another way to ask essentially the same question is:
Explain the importance of 7-Eleven Japan’s information technology system.)
3. Evaluate the strategy and tactics in the operation of a 7-Eleven store in Japan.
Does this management approach give 7-Eleven a competitive advantage?
4. Explain the importance of the Operation Field Counselors (OFCs) in managing 7Eleven Japan.
5. What do you think about the training that was given to new franchisees?
It appears that discount stores and convenience stores are becoming more important in
Japan than are traditional department stores. Given that 7-Eleven Japan is a convenience
store and its parent, Ito-Yokado, is a department store, might the perspective at the
corporate level of Ito-Yokado have to change?