HUMAN RESOURCES CASE JEUX DU COMMERCE 2013

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1 HUMAN RESOURCES CASE JEUX DU COMMERCE 2013

2 Written by: Sylviane Glaude, CHRP Silvana Pozzebon, Associate professor, Department of Human Resources Management, HEC Montréal We are coming to Canada! 1 Figure 1 Screen capture of the home page of In January 2011, Target Corporation announced the purchase of Zellers real estate leaseholds for its store locations throughout Canada. As a result of this transaction, Target is planning to open 124 retail outlets in Canada starting in March 2013, including 25 in Quebec. To stand out in the Canadian retail market, the company is relying on its brand image, Expect More. Pay Less., and on the unique shopping experience it offers. Since 150 to 200 team members, as Target calls its employees, will be hired for each store, the human resources team is already working full tilt! 1 Unless otherwise specified, the data, information and visual material (reproduced here with permission) on which this case is based was obtained directly from Target Canada, Target Canada s Facebook page and website (www.target.ca) or the corporate website (http://www.target.com/) HUMAN RESOURCESS CASE JDC

3 Who is Target? Target Corporation, which describes itself as an upscale discount retailer 2, is a giant of the American retail industry. It offers quality products, which are both trendy and very affordable, in spacious, clean and welcoming stores. Since the opening of the first Target store, some 50 years ago, the company s goal has been to stand out from the competition by combining fashion, quality and service at a great price. Now, with more than 1,700 stores, 37 distribution centers, an e-commerce site (Target.com) and a workforce of over 365,000 team members, Target Corporation is the second largest retailer in the United States after Wal-Mart. In 2011, Target reported sales of US$69.87 billion. Target s reputation is such that it is recognized as one of the most respected and responsible companies globally. In 2012, Target was ranked 25 th in Fortune Magazine s World s Most Admired Companies survey. The company has also received several awards and recognitions for its ethical behaviour, its commitment to corporate responsibility and its qualities as a good employer. Expect More. Pay Less. Target Corporation s mission is to deliver outstanding value, continuous innovation, an exceptional shopping experience and to make its stores the preferred shopping destination for all its customers. The company focuses on various client segments such as women, children, teenagers, young singles and families. It seeks to attract those who are looking for quality, trendy articles and variety, all at a competitive price. In the United States, the median age of customers is 40 years old, 43% of them have children under 18 and 57% hold a college degree. The median household income of its clientele is US$64,000. The shopping experience is one of Target s distinctive elements. It considers its clients to be guests. The company puts emphasis on the store s visual appeal, customer service and the availability of innovative products at low prices. Target Canada has not yet confirmed product offerings in Canada, though it is seeking to forge links with local suppliers. As is the case in the United States, it is expected that the stores that will open in 2013 will offer a wide variety of products including everyday essentials, home and decoration articles, non-perishable food products and trendy clothing. In the U.S., Target sells products from both renowned brands and 2 Target Canada Pressroom, Corporate Overview." Retrieved December 29, 2012, from HUMAN RESOURCESS CASE JDC

4 private brands. Some Canadian locations will also offer pharmacy services and Starbucks coffee shops. The importance of aesthetics in the design of Target stores has contributed to the company s great reputation, which aims to integrate both design and practical elements to its store layout. Wide aisles, easy access to merchandise, attractive displays, tidiness, bright lighting and the stores appealing exterior design are all aspects which Target is banking on to enhance the quality of its guests shopping experience. This exceptional experience is also closely related to service quality. Target expects its team members to maintain a very strong guest focus. As such, the aisles in the company s stores are equipped with service buttons that customers can press for immediate assistance, either to get help finding what they are looking for or get answers to their questions. Team members must respond to such a call within 60 seconds. Good service is further related to the speed of service at the cash register. Target has a 1+1 rule, whereby a cash register is automatically opened as soon as there is more than one person waiting in line. In order to offer a unique shopping experience, the number of team members on-the-job at any given time in a Target store is generally higher than that of most of its competitors. In addition to offering a vast selection of products allowing guests to find almost everything under one roof, Target aims to provide the right combination of products to its clients. To do so, the company works with renowned designers to create exclusive and trendy products, sold at affordable prices. As soon as it entered Canada, Target started to make its mark in the fashion world. In February 2012, a pop-up store was opened for one day in Toronto. In less than five hours, this store sold out its entire allocation of a limited edition collection by designer Jason Wu. Thus over 1,500 Canadian customers were able to preview the Target shopping experience. Figure 2 Advertising concept used to promote the arrival of Target during the fashion event featuring Jason Wu in Toronto (source: Target Canada s Facebook page). At the end of the summer of 2012, the company was involved with the Montreal Fashion Week event during which it created the Target Lounge to greet visitors. Target took this opportunity to offer a $25,000 grant, in collaboration with Sensation Mode and the Fondation de la mode de Montréal, to support emerging fashion designers in Quebec. The winning designer will have the opportunity to create an exclusive collection for Quebec s Target stores. According to John Morioka, senior vice president of Merchandising for Target, This initiative reflects Target s HUMAN RESOURCESS CASE JDC

5 commitment to great design and to making a difference in the communities in which we do business 3. More recently, the company announced its participation in another important fashion event, the Toronto Fashion Incubator, where it will also offer a grant and the opportunity to create an exclusive fashion collection that, in this case, will be sold in Target stores across Canada in Target s commitment includes more than just a wide selection of products, access to exclusive designer items and great service. The company also works to offer competitive prices. With this end in mind, Target has announced the introduction of a loyalty program for all Canadian guests: the REDcard Rewards Loyalty Program allows guests to benefit from an additional 5% discount on all purchases paid for with Target debit cards or Target credit cards. Friendly, Fun and Collaborative Culture In order to provide a great shopping experience, Target Corporation believes that creating a great workplace for its team members is essential. The company is committed to creating a fun workplace, where every team member is encouraged to collaborate by proposing new ideas and innovating. In the United States, over 1,800 team members assume the role of well-being captains in stores, distribution centers and at headquarters. They organize and lead fun and imaginative activities that promote employee well-being in five focus areas: the promotion of healthy lifestyle habits, career satisfaction, financial stability, social relationships and community involvement. This initiative is a good example of the company s commitment to offer a friendly, fun and collaborative workplace, which represents the foundation of Target s culture. Target values diversity and teams are made up of members with different experiences, origins and points of view. This diversity allows Target to better understand the communities they serve. In fact, the company makes local hiring a priority in order to offer a service that is better tailored to its guests needs. Since team members are considered the company s best asset, Target Canada is committed to investing in their personal development and in rewarding those who give their best. The company wants to create a positive environment where team members can enjoy a certain 3 Target Canada Pressroom (September 5, 2012), "Target and Fondation de la mode de Montréal Unveil the Target Emerging Designer Award." Retrieved December 29, 2012, from HUMAN RESOURCESS CASE JDC

6 degree of autonomy and can thrive, surpass themselves and enjoy what they do. Target also believes that capable and creative leaders contribute to everyone s success. Corporate Responsibility Target Corporation stands out from other major retailers by a tradition, established since its inception, of giving 5% of its annual profits back to the communities that they serve. The causes that are the most important for those communities are prioritized, such as education. Target is on track to reach one billion U.S. dollars in donations by 2015 (they gave $100 million in 2011, for a total of $679 million to date), most of which helps support the promotion of literacy and of learning through reading for elementary school students. Community involvement is also part of Target s traditions. In 2011, its American employees performed over 474,500 hours of volunteer work. Even before opening the first stores in the country, several initiatives were undertaken to keep this tradition alive in Canada. For instance, let s consider the event featuring Jason Wu that was mentioned earlier. The total sales revenue of $60,000 generated by the event was given to the United Way Toronto. More recently, with its Give with Target campaign which took place from November 20 th to December 9 th, Target Canada committed to donating up to one million dollars to Canadian charities. To do so, Target s Facebook fans simply had to visit the Facebook page and vote for the cause dearest to their heart. Every time a cause was selected, Target donated $100 to the charity. HUMAN RESOURCESS CASE JDC

7 Figure 3 Picture posted on Target Canada s Facebook page to thank its fans Sustainability is also part of Target s values. Recycling was implemented in the company s stores as early as the 1960s, and initiatives related to Earth Day are repeated every year in the United States. Target s many activities and programs dedicated to sustainable commercial behaviours have earned the company several recognitions. In 2011, for the fifth year in a row, the Ethisphere Institute named Target one of the World s Most Ethical Companies and the Corporate Responsibility Magazine named Target one of the "100 Best Corporate Citizens". In Canada, Target has already taken on a most ambitious project as part of its commitment to sustainable development. The company s Canadian headquarters, located in Mississauga, Ontario, was built according to standards allowing it to reach the gold level of LEED Certification (Leadership in Energy & Environmental Design) which is the third highest level of qualification on a scale of four. In addition, Target Canada announced in November, that it planned to meet LEED Certification standards for all its stores in Canada. This certification, recognized HUMAN RESOURCESS CASE JDC

8 internationally and delivered by a third party, is a benchmark of conformity for the design, construction and operation of high performance green buildings 4. Will we be neighbours? 2013 will mark the opening of Target stores in Canada. Wanting their Canadian guests to enjoy the true Target experience, the company is investing approximately 10 million dollars to refurbish each of their 124 new stores. Located throughout the country (see the map below), the first Target stores will open in March To do so, all team members must be ready to take on their positions. Figure 4 Future store locations in Canada (source: Target Canada s Facebook page) The Target Team Each Canadian store will employ between 150 and 200 team members who will occupy full-time, part-time or even seasonal positions. According to some industry observers, these numbers 4 Canada Green Building Council, "What is LEED?.". Retrieved December 29, 2012, from HUMAN RESOURCESS CASE JDC

9 represent a workforce that is approximately 50% greater than that found in Zellers stores, a number of which will be converted into Target retail outlets 5. In addition to the store Team Members (sales and service staff, merchandise management staff, etc.), several management positions are available throughout the stores. There are Store Team Leader positions (manager), as well as Executive Team Leader positions (assistant manager) and Team Leader Positions (see figure below and job descriptions in appendices). Executive Team Leader HR Executive Team Leader Logistics Team Leader Product Flow Team Leader Backstore Store Team Leader Executive Team Leader Customer Experience Executive Team Leader Soft Lines Team Leader Customer Service Team Leader Cash Lanes Team Leader Starbucks Team Leader Presentation Team Leader Inventory T E A M M E M B E R S Executive Team Leader Hard Lines Team Leader Presentation Team Leader Inventory Figure 5 Flowchart of a Target store team 5 Silliker, Amanda (2011). Target Sets Sights on Hiring, Canadian HR Reporter, Vol. 24, no. 16. HUMAN RESOURCESS CASE JDC

10 The profile of the candidate that Target is looking for to fill Store Team Leader positions is one of an experienced manager, preferably a person having worked in a high-volume retail store. To fill Executive Team Leader positions, Target is seeking experienced people and soon-to-be university graduates that demonstrate strong leadership skills. The Team Leader position does not require any specific diploma since the company puts priority on leadership experience that is applicable to Target s work environment. Target Executive Team Leaders and Team Leaders can expect to progress in their roles within months. This progression will typically involve a lateral promotion, as the individual works towards the next step in the career ladder (either Store Team Leader or Executive Team Leader). This approach allows Target s leaders to diversify their competencies. Note that an Executive Team Leader will generally occupy 3 different roles within their function before progressing to Store Team Leader. Attracting Talent and Searching for Leaders For several months already, Canadian recruiters have been working on-site in various strategic locations throughout Canada. They were hired after a small American team arrived in the country to guide the development of Target Canada. The Eastern Canada management team (Ottawa, Quebec, the Maritimes) includes four recruiters whose mandate is to fill positions in stores with two of the latter being assigned exclusively to university recruitment. Several recruitment initiatives were implemented during the last year. Launch of the Careers Web page on Target Canada s Web site; Tour of Canadian universities, including career fairs, information sessions on the company and other recruitment activities in collaboration with university career planning centers; Promotional events to introduce the company to Canadians, particularly those focused on building its reputation for community involvement and social responsibility Sponsored activities on university campuses (for example: business case competitions, Ryerson Retail Week, Queen s Business Forum on the Fashion Industry). Social media recruitment strategy (Twitter, Facebook, LinkedIn) HUMAN RESOURCESS CASE JDC

11 Figure 6 Bus used for the Canadian Tour (Source: Target Canada s Facebook page) Figure 7 Advertising posted on Target Canada s Facebook page HUMAN RESOURCESS CASE JDC

12 Target Canada Enters the Battlefield 6 Target s arrival on the Canadian retail scene has not gone unnoticed. With its reputation as an innovation leader in the retail industry and its stated intent to adapt to the Canadian market, several major players in the industry have already reacted to the announcement of Target s entry into the country. The biggest retailer in Canada, Wal-Mart, is planning to cut prices by offering more $1 items, a move which will also allow the company to react to Dollarama s expansion. It will be the first time Wal-Mart will have to face Target as a competitor outside of the U.S. Moreover, after Target announced it will be eventually be hiring 27,000 Canadians to fill multiple in-store positions, Wal-Mart declared it would hire an additional 4,000 employees in 2012, even though it had initially planned to add only 3,500 jobs during the year 7. As for other important Canadian competitors, analysts anticipate that the impact will be felt especially by clothing retailers and traditional department stores. Let s take Sears as an example. According to an evaluation conducted by Sears own management team, 37% of its stores will be located within one kilometer of new Target stores and 70% of its product line matches Target s. Canadian Tire, which has its own client base and merchandise niche, says it is less concerned by Target s arrival. In fact, Canadian Tire was able to recover from Wal-Mart s arrival in the Canadian retail space within a year. To maintain their current competitive position, the company is relying on its clientele s loyalty and the fact that only 30% of its present retail outlets will be within 5 kilometers of future Target stores 8. Canadian supermarket chains will generally be less affected by Target s arrival as a whole. However, the Joe Fresh clothing brand, owned by Loblaw, the biggest food retailer in Canada, will compete directly with Target s fashion designer products. There will also be an impact on retailers operating in shopping centers, where the majority of Target stores will be located, and particularly so for those in clothing sales. Forty-two percent of Old Navy stores will be within 6 This section draws especially from: Freeman, Sunny (October 1, 2012, The Canadian Press)."Target Canada To Take Sales From Other Retailers: Barclays." Huffington Post Canada. Retrieved December 29, 2012, from 7 Bloomberg News (July 3, 2012). "Target s Hiring Spree in Canada Poised To Roil Retail Market." Thestar.com. Retrieved December , from target-s-hiring-spree-in-canada-poised-to-roil-retail-market. 8 Freeman, op. cit. HUMAN RESOURCESS CASE JDC

13 one kilometer of Target stores. Several Homesense, Winners and Reitmans stores are also located close to Target s future locations. Entering the Canadian Retail Labour Market To meet its workforce requirements, Target wants to attract the attention of all potential candidates that have the desired abilities and that share its values. With regard to the transfer of Zellers current employees, a subject that has been in the news a number of times during the last months, Target maintains that its agreement with Zellers only covers store leases, and that it did not purchase the company as such. Any Zellers employee interested in working at Target will be granted an interview. Since no preferential treatment will be given; the usual interview process applies after the initial interview. The Canadian retail industry, the economic sector which Target is entering, is a major source of employment in the country. 9 This sector provides one out of eight jobs in Canada and this has been true for over 20 years. This stability is attributed to the growth of employment in larger stores and chains during the past decade, while the share of jobs of small retailers is declining. The majority of retail industry employees occupy front-line positions (sales personnel and managers), even though the industry offers a variety of jobs related to the support of retail operations (for ex., suppliers, buyers, construction, maintenance, IT specialists, production managers). On the one hand, the retail industry is characterized by a largely female workforce, low wages and a high proportion of younger workers. A considerable number of younger workers are students working part-time, a factor that contributes to increasing the turnover rate in the retail sector. This is particularly so for sales and customer service staff (including cashiers). On the other hand, as industry spokespersons have been promoting for a number of years, the retail sector also offers full-time positions and numerous career opportunities along with the possibility of earning higher salaries. The challenges faced by the retail industry are similar to those of other Canadian industries. An aging workforce and increasing population diversity bring adaptation challenges that the industry s employers must deal with if they want to stay in the game in view of looming labour shortages. 9 The following three paragraphs draw from: Retail Council of Canada (2009), "A Changing Retail Landscape : An Analysis of Emerging Human Resources Trends». Retrieved December 29, 2012, from HUMAN RESOURCESS CASE JDC

14 Your Mandate Coming to Canada is Target s first large-scale expansion experience in a new market. The company has grown traditionally by opening new stores as it expanded. Its arrival on Canadian soil will generate an important hiring wave. As Sarah Van Nevel, spokesperson of Target headquarters, states: We re going to be creating tens of thousands of jobs ultimately, in the next couple of years and we re really excited. 10 Target s Eastern Canada management team has identified two major challenges that the company will face in the short and medium term with its expansion. First, starting January 2013, Target must run a major recruitment campaign to fill the positions in its 25 Quebec stores, which will begin opening in September Even though in-store management positions, such as Store Team Leader and Executive Team Leader, are in the process of being filled, Target is looking for innovative strategies to generate a sufficient number of qualified candidates to fill all the remaining in-store positions (Team Leader and Team Member). Furthermore, new hires have to be ready to provide the Target shopping experience and all of this must be done within a very short time frame. Note that Target is convinced that the success of its business strategy in Canada depends on its ability to find people who adhere to its culture and its values. Secondly, an action plan is needed to keep the team motivated once the euphoria of store openings has passed. In other words, Target wants to become an employer of choice throughout Canada, one that provides an environment where employees like to work, feel engaged and remain loyal to the company. Furthermore, Target believes that its survival in the country rests on its ability to build and maintain a pipeline of quality candidates to meet recurrent labor needs for future openings at all levels. Since the company seeks to recruit soon-to-be university graduates and recent degree earners for Executive Team Leader jobs, your action plan must address this need. Your mandate is to propose an action plan for Target s Quebec stores, aligned with the company s business strategy and culture, which will allow it to be well-positioned to face these two challenges. The Eastern Canada management team looks forward to hearing your ideas. 10 Silliker, Amanda (2011). op.cit. HUMAN RESOURCESS CASE JDC

15 APPENDICES HUMAN RESOURCESS CASE JDC

16 Québec Stores 1) Québec Place Laurier 2) Québec Place Fleur de Lys 3) Québec Galeries de la Capitale 4) Rimouski Le Carrefour Rimouski 5) Saint Georges Carrefour Saint-Georges 6) Lévis Galeries Chagnon 7) Trois-Rivières Centre d achat Les Rivières 8) Saint Jérome Carrefour du Nord 9) Boisbriand Faubourg Boisbriand 10) Saint Eustache Carrefour Saint Eustache 11) Laval Centre Laval 12) Laval Méga Centre Autoroute 13 13) Ville Saint-Laurent Place Vertu 14) Pointe Claire Centre d achat Terrarium 15) Anjou Les Galeries d Anjou 16) Joliette Les Galeries Joliette 17) Montréal Place Versailles 18) Gatineau Les Galeries Gatineau 19) Saint Jean sur Richelieu Carrefour Richelieu 20) Sherbrooke Carrefour de l Estrie 21) Saint Bruno Les Promenades Saint Bruno 22) Brossard Place Portobello 23) Longueuil Place Longueuil 24) Lasalle Carrefour Angrignon 25) Montréal Place Alexis-Nihon HUMAN RESOURCESS CASE JDC

17 Store Pictures https://corporate.target.com/about/design-innovation https://corporate.target.com/about/shopping-experience HUMAN RESOURCESS CASE JDC

18 https://corporate.target.com/about/shopping-experience HUMAN RESOURCESS CASE JDC

19 Descriptions de poste (français) Chef d équipe cadre À propos de cette opportunité d emploi Dirige une équipe pour favoriser un bon rendement des ventes et une amélioration continue afin qu il y ait des répercussions sur le tout le magasin. S assure que les processus du magasin sont mis en oeuvre selon les normes de Target en établissant des stratégies, en réglant des problèmes et en ayant une pensée stratégique. Soutient le perfectionnement des membres de l équipe et renforce les attentes de Target pour une culture d équipe toujours solide, conforme et dynamique. Appuie les efforts pour un partenariat et un engagement communautaire afin que le magasin agisse en «bon voisinage». Utilise ses compétences, son expérience et son talent pour participer à une réflexion novatrice et pour se donner des objectifs audacieux. À titre de chef d équipe cadre, vous aurez à prendre diverses initiatives : Établir des standards élevés relativement au service à la clientèle, procurant constamment aux clients une expérience de magasinage rapide et amicale qui va au-delà de leurs attentes. Favoriser un environnement de magasinage sans distraction qui est à la fois propre, non encombré et sécuritaire. Favoriser une culture d équipe respectueuse, centrée sur une communication transparente, le sens du partage, l écoute et la reconnaissance personnelle des membres de l équipe à tous les niveaux. Reconnaître, encadrer et fournir une rétroaction significative au moyen d une gestion active du rendement. Planifier, interviewer et évaluer le talent en vue de former la meilleure équipe du magasin. Favoriser une culture de vente rentable, des magasins affichant un excellent dossier d exploitation et une expérience de magasinage qui va au-delà des attentes des clients. Exigences Détenir un diplôme universitaire ou une expérience équivalente (un total de quatre années d expérience universitaire et de direction) Être responsable de son propre perfectionnement et appuyer les autres, résoudre les conflits et diriger pendant les périodes de changement, et faire preuve de responsabilité. Résoudre des problèmes, prendre des décisions, et mettre en oeuvre de nouvelles idées seul ou en partenariat avec les autres. Démontrer de solides compétences en relations interpersonnelles, en organisation, en gestion de conflits, en administration, en raisonnement et en prise de décision. Être capable de déplacer la marchandise au moyen de l équipement approprié en provenance et en direction de l entrepôt et de l aire de vente. Travailler avec un horaire de travail flexible (qui pourrait comprendre les quarts de nuit, de fin de semaine, des jours fériés, des heures supplémentaires) et faire preuve d assiduité. Chef d équipe, Présentation Description -Gérer une équipe dont la culture est fortement axée sur la clientèle, avec pour objectif de constamment dépasser les attentes de clients. -Gérer une équipe qui planifie, établit des horaires et exécute des planogrammes. - Former les membres de l'équipe et examiner leur rendement. -Contribuer à instaurer un environnement sécuritaire. -Gérer une équipe qui souhaite travailler dans un environnement amical, positif et axé sur le travail d équipe. -Fournir une formation croisée relativement à tous les rayons du magasin, pour assurer un service à la clientèle amical et uniforme. -Gérer l'équipe et sensibiliser les membres à l importance d un affichage et de prix exacts. HUMAN RESOURCESS CASE JDC

20 Exigences : - Être titulaire d un diplôme d'études secondaires ou l'équivalent. -Être capable de soulever 40 livres. -Déplacer des articles en utilisant les outils et techniques appropriés. -Utiliser les outils technologiques pour lire les directives et saisir des renseignements. -Fournir une formation croisée et, au besoin, travailler dans d'autres rayons du magasin. -Lire les codes à barres à la caisse, mettre les articles dans les sacs et se faire payer, avec rapidité et exactitude. Membre de l équipe de la Présentation Description -Aider à mettre en place une culture fortement axée sur la clientèle, avec pour objectif de constamment dépasser les attentes des clients. -Maintenir un magasin attrayant. -Créer un milieu de travail accueillant, positif, efficace et axé sur le travail d équipe. -Placer et réorganiser les étagères du magasin, les affiches, les étiquettes et la marchandise. -Indiquer les bons prix sur les étagères du magasin. Exigences : -Posséder d excellentes compétences en planification et en organisation et des aptitudes de raisonnement mathématique. -Déplacer des articles en utilisant les outils appropriés. -Utiliser les outils technologiques pour lire les directives, les rapports et des renseignements. -Maintenir un milieu de travail propre et bien organisé. -Garder les allées libres d encombrement et de chariot. -Former de nouveaux membres de l équipe. -Utiliser des aptitudes mathématiques de base. -Lire les codes à barres à la caisse, mettre les articles dans les sacs et se faire payer, avec rapidité et exactitude. Membre de l équipe du Service à la clientèle Description -Aider à mettre en place une culture fortement axée sur la clientèle, avec pour objectif de constamment dépasser les attentes des clients. -Répondre aux préoccupations des clients de façon positive et efficace. -Travailler en équipe. - Faire connaître les avantages de la carte REDcard et inciter les clients à demander la carte. Exigences : -Posséder d excellentes aptitudes pour le service à la clientèle. -Manipuler de l argent et traiter les retours et les échanges. -Apprendre à utiliser de nouvelles technologies. -Être capable de lire les étiquettes et autres renseignements sur les produits. -Suivre une formation croisée et, au besoin, travailler dans d autres rayons du magasin. -Lire les codes à barres à la caisse, mettre les articles dans les sacs et se faire payer, avec rapidité et exactitude. Membre de l équipe de la Surface de vente- Électronique Description HUMAN RESOURCESS CASE JDC

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