2012BRADFORD REGIONALCOLLEGESAIF ULLAH FARHAN[UNIT 5006 ]CONDUCT A MANAGEMENT PROJECT
5006 SAIF ULLAH FARHAN 260ContentsQ 1: Be able to identify and justify a management project  Introduction  Aims:  Objectiv...
5006 SAIF ULLAH FARHAN 260Q 1: Be able to identify and justify a management projectIntroductionAsda Stores Ltd. is a Briti...
5006 SAIF ULLAH FARHAN 260Q2: Justifying the aim, objective and the scopeNow a days there is too much competition in the m...
5006 SAIF ULLAH FARHAN 260McIlroy and Barnett (2000), “in a business context loyalty has cometo describe a customer’s comm...
5006 SAIF ULLAH FARHAN 260Please read the instruction before answeringPlease indicate your level of agreement or disagreem...
5006 SAIF ULLAH FARHAN 260 Product displays are attractive.   ●   Overall, how satisfied or dissatisfied are you with the ...
5006 SAIF ULLAH FARHAN 260 Store atmosphere and decor are appealing.                30 20 15 10 5 A good selection of prod...
5006 SAIF ULLAH FARHAN 2603rd option third option is to import thing of a reasonable quality fromother country and after t...
5006 SAIF ULLAH FARHAN 260 Recommendation and assessment of the project.As my research I choose to import the product from...
5006 SAIF ULLAH FARHAN 2606 Quality               ●    After importing the 5days     Quality and  check                   ...
5006 SAIF ULLAH FARHAN 260Q4: Medium to be used to show and produce the result of    the project.The researcher will prese...
5006 SAIF ULLAH FARHAN 260need to improve our customer services to gain the loyalty ofcustomers. (10 minutes)Observation h...
5006 SAIF ULLAH FARHAN 260Accounts department needs to finalize the budget. Process is verysimple which does not require t...
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5006 saif ullah farhan

  1. 1. 2012BRADFORD REGIONALCOLLEGESAIF ULLAH FARHAN[UNIT 5006 ]CONDUCT A MANAGEMENT PROJECT
  2. 2. 5006 SAIF ULLAH FARHAN 260ContentsQ 1: Be able to identify and justify a management project Introduction Aims: Objectives of the research ScopeQ2: Justifying the aim, objective and the scope Identification of sources data and information for the project: Analysis of the data and information to meet the project aim: SURVEY QUESTIONNAIREDetermining an option or alternative that meets the project aimQ3 Evaluating the research to mention conclusion.Recommendation and assessment of the project.. Assess the impact of the project recommendations.Q4: Medium to be used to show and produce the result of the project. Results of the project: Impact of project on work-related areaREFERENCES 2
  3. 3. 5006 SAIF ULLAH FARHAN 260Q 1: Be able to identify and justify a management projectIntroductionAsda Stores Ltd. is a British supermarket chain which retails food,clothing, general merchandise, toys and financial services. It also hasa mobile telephone network, Asda Mobile. Its head office is at AsdaHouse in Leeds, West Yorkshire.The purpose of this research project is to about how having goodcustomer service is can develop between staff and their customers instore. This research will also look at the advantage and thedisadvantage of having the good relationship with the customers.Aims: ● To analyse and examine of different best approaches that Asda can uses for providing good customers services to developing the customers loyalty at Asda in stores.Objectives of the researchThe main objectives of this research are; ● To analyse the effectiveness of Asda strategy in retaining its customers loyalty. ● To identify & evaluate how retail organisations attract customers and maintain them loyalty. ● To identify & evaluate the various methods used by Asda to attract maintain customer’s loyalty. ● To critically compare the methods used by Asda.ScopeScope of the project is to maintain loyalty of customers and on whichcompany is best position in the supermarket business in terms ofoffering the best customer services. 3
  4. 4. 5006 SAIF ULLAH FARHAN 260Q2: Justifying the aim, objective and the scopeNow a days there is too much competition in the market so toincreasing the business the best way is to giving good customerservice to get the loyalty of the customer. Satisfied are verybeneficiary for the organizations but unsatisfied are more dangerousSatisfied customers are most likely to share their experiences withother people to the order of perhaps five or six people.Equally well, dissatisfied customers are more likely to tell another tenpeople of their unfortunate experience.So satisfying customer and gaining their loyalty is very important foran organization and being a best retail organization.Others, like Albrecht and Zemke (2001) have suggested that customersatisfaction is about leadership issues. Organisation’s leaders shouldensure the proper and requite training of staff; provide them with thenecessary motivation to ensure that they deliver the bespokencustomer experience to consumers when they come into their store. Ittherefore become incumbent upon leadership to ensure that goodcustomer’s services is modelled on these values. Marketing is, afterall, everything you do to reach and keep customers; and everyavailable resource that the organisation has should be used to achievethis. Therefore, any organisation that commits to marketingcustomers services the focal point of its marketing strategy has anopportunity to gain a great competitive advantage. Today,organisations that understand and deliver effective customer serviceswill stand out in a customer’s mind when compared to the poorcustomer services that is delivered by many organisations.Identification of sources data and information for the project:There are two main sources of data and informationCustomerCustomer service representativeAnalysis of the data and information to meet the project aim: 4
  5. 5. 5006 SAIF ULLAH FARHAN 260McIlroy and Barnett (2000), “in a business context loyalty has cometo describe a customer’s commitment to do business with a particularorganisation, purchasing their goods and services repeatedly, andrecommending the services and products to friends and associates”.Anderson and Jacobsen (2000) said customer loyalty is actually theresult of an organisation creating a benefit for a customer so that theywill maintain or increase their purchases from the organisation. Theysaid that true customer loyalty is created when the customer becomesan advocate for the organisation, without incentive.I will arrange a survey questioner and distribute in the customers toget some feedback and idea to minimise complains and maximizedtheir loyalty on Asda.The questionnaire is an instrument popularly used within the surveystrategy and is one of the data collection techniques widely employedin business and management research (Saunders et al., 2009). Itincludes telephone questionnaires, postal questionnaires, onlinequestionnaires and structured interviews. This method is an efficientway of collecting data from a large population since participants areusually asked to answer the same set of questions. This format hassuccessfully been used in the past by other researchers due to its easeand the ability to generalise. It is also alleged to be superior and moreauthoritative and allows the collection of large amounts of data in aneconomical way (Saunders et al., 2009; Bailey et al., 2000) SURVEY QUESTIONNAIREHello! I appreciate you spend some time to answer the followingquestions. This survey was designed to study your shoppingexperience with ASDA. Please tick the box or circle the appropriatenumber where appropriate.Thank you for your cooperation and support! Your opinion is veryimportant to us!ALL YOUR RESPONSES WILL REMAIN STRICTLYCONFIDENTIAL AND ONLY AGGREGATE RESULTS WILL BEREPORTED. You will not be identified at any stage of the analysis,nor in the publication of results 5
  6. 6. 5006 SAIF ULLAH FARHAN 260Please read the instruction before answeringPlease indicate your level of agreement or disagreement with eachof these statements regarding the store you visited.Please fill √ in ( ) at the appropriate option, if your copy iselectronic copy, please use red mark in corresponding ( ).This is not a test. There are no right or wrong answers to thequestions. I am interested only in your opinion and there are nodifferences for any choice. Strongly Agre Neutral Disagree Strongly e disagree agree Stores are conveniently located. Store hours are convenient for my shopping needs. Store atmosphere and decor are appealing. A good selection of products was present. Store has the lowest prices in the area. Merchandise sold is of the highest quality. The products sold are a good value for the money. 6
  7. 7. 5006 SAIF ULLAH FARHAN 260 Product displays are attractive. ● Overall, how satisfied or dissatisfied are you with the store? ● Very Satisfied [ ] ● Satisfied [ ] ● Neither Satisfied Nor Dissatisfied[ ] ● Dissatisfied[ ] ● Very Dissatisfied[ ] ● How satisfied or dissatisfied are you with the price of the items you purchased? ● Very Satisfied[ ] ● Satisfied[ ] ● Neither Satisfied Nor Dissatisfied [ ] ● Dissatisfied [ ] ● Very Dissatisfied [ ] ● How satisfied or dissatisfied are you with the quality of the products? ● Very Satisfied [ ] ● Satisfied [ ] ● Neither Satisfied Nor Dissatisfied [ ] ● Dissatisfied [ ] ● Very Dissatisfied [ ] We distribute the survey questioner among our store customer to get feed back RESULT FROM SURVEY QUESTIONARY Strongly satisfied Satisfie Neither satisfied nor dissatisfied Dissatisfie Very dissatisfied d d Store hours are convenient for my shopping needs. 50 6 15 5 4 7
  8. 8. 5006 SAIF ULLAH FARHAN 260 Store atmosphere and decor are appealing. 30 20 15 10 5 A good selection of products was present. 36 24 10 8 2 Store has the lowest prices in the area. 5 6 10 25 34 Product displays are attractive. 43 17 16 3 1 Overall, how satisfied or dissatisfied are you with 39 20 10 8 2 the store? How satisfied or dissatisfied are you with the price 4 16 17 4 39 of the items you purchased? How satisfied or dissatisfied are you with the quality 45 15 10 10 0 of the products? After getting the survey result I decided to discuss the result with the service representative of the ASDA stores of the west York shire. The main problem which is observed by the questioner survey distributed in the customer is that Prices in the store are bit higher than other retail store in market. Determining an option or alternative that meets the project aimIn evaluating these alternative good customer services and gaining theloyalty of the customer is the most appropriate idea and realistic toovercome problem for the Asda.To decease the prices of products is very necessary due to economiccrunch in world to increase business1st option first option is to decrease the prices of the thing in thestore.2nd option second option is to introduce some value quality things inthe store. 8
  9. 9. 5006 SAIF ULLAH FARHAN 2603rd option third option is to import thing of a reasonable quality fromother country and after the checking quality and do packing in Asdaware houses.If we discuss the first option decrease the prices of the productskeeping the quality same so that’s very hard to run the business.According to the cost benefit analysis cost will be increased in thatcase and profit will decrease.In second option we cannot trust on other companies in that why thequality of product can be effective.The third option the more suitable because in that way we can checkthe quality of product by self and pack them nicely and presentable.inthat why we can introduce the cheap product in our company withreasonable quality.Q3 Evaluating the research to mention conclusion.The research has a very specific aim, objectives and scope. Theresearcher faced many problems which are explained below.• Short time.• less-funded.This project has some positives influences on me as I got muchunderstanding that how things should be organised and howcomplications should be sorted out in nice manner by using personalmanagement skills. This project is a healthy activity and it will helpme in future when I will an issue of management. It also gives megood information.As this project is totally linked with workplace I found some problemduring this research. First of all I feel the limited time problembecause this is not a big organization and I had to get back to my joband secondly funds were also limited and owing to all these twoproblems I was not able to gather data from old customers. 9
  10. 10. 5006 SAIF ULLAH FARHAN 260 Recommendation and assessment of the project.As my research I choose to import the product from the other countrywhich is best value for the money in the market. After importing theproduct we decided to check the quality of the product under ownquality and insurance department. After all this procedure we willpacked these product in own ware houses to make a value product forour customer. That way we can get our customer loyalty by providinga product good in quality and best in value in the market.PLAN OF ACTIONS# Task Objective Durati Responsibility on1 Meeting ● Contact with import 1 week Manager with and export import and companies export ● Ask them for companies samples2 Quality ● Analysis the quality 3days Quality and check of products insurance ● results department3 Price ● compare price 2days Manager analysis within market ● results4 Deciding ● comparing quality 5 days Higher products of products with management price of products ● choosing best value product5 Importing ● According to need week Contract product import products department from suitable import export company 10
  11. 11. 5006 SAIF ULLAH FARHAN 2606 Quality ● After importing the 5days Quality and check product our quality insurance and insurance department department check the quality of product to maintain the reputation of company7 Packing ● After quality check 2 Warehouse the products are weeks department ready to packed in asda ware houseAfter 6 week the product name with Asda Value products are ready tosale in the store in the best value of money in the market. The aim of the project is to improve sale and customer satisfactionlevel. After implementing the recommendations the customer will behappy. Assess the impact of the project recommendations.Due to introduction a new products named Asda Value product in theAsda Stores new customers are start coming. Due to finial crunch lotof our old customers compliant about the prices of the products in thestores but after introducing the value product they are satisfied. Ourbusiness is increased as well.Due to increase of the sale of the value product other brands productsale is affected. We gain lot of customer but our other brand sale isaffected. But the every business main objective is to increase sale,satisfied customer and making profit so they are satisfied withintroducing new product 11
  12. 12. 5006 SAIF ULLAH FARHAN 260Q4: Medium to be used to show and produce the result of the project.The researcher will present this project to higher management directlyand will discuss all issues and problems. For discussion of this projectthe researcher will arrange a meeting with director. Appoint will bemade for meeting by calling sectary.Meeting preparationPreparation is a necessary part of the effectiveness and efficiency tomaximise the objective. To arrange a meeting is very important toknow about the following aspects. ● Knowledge and experience to subsidise. ● Skills to be positive. ● Inspiration to want to see outcomes. ● Authority to make conclusions. ● Need to be up-to-date.I arrange a meeting with the customer service representative of WestYork shire to improve the customer service in the storeMeetingVenue: Gliton Hotel BradfordDate: 12th March 2012Time: 05:30 pm to 06:30Agenda: To improve the customer service to gain the loyalty ofcustomerDear seniors and colleagues, the reason of this meeting is to discussthe improvement of customer services. It has been observed that‘ASDA is one the biggest outlets of retail store in Halifax. But we 12
  13. 13. 5006 SAIF ULLAH FARHAN 260need to improve our customer services to gain the loyalty ofcustomers. (10 minutes)Observation has been made on the basis of the survey questionnairewhich was distributed among the people. According to the report mostof the customer complains that prices of the things are bit higher thanother retail store in market (15 minutes)Outlet is consist on the agenda to decrease the prices of things in storefor customer because most of customer cannot afford so that due tothis we are now start losing customer. Moreover, advertising is also essential to make people aware of thisservice. Advertisement will play a great role to deliver theinformation of preferable service among the residents of West yorksire. (25 minutes)Feedback can only be provided by the customer service representativeof the company on after considering the points of this agenda. Due tothe lack of time rest of the people can provide their feedback andsuggestions through email. Next meeting will be at the same place.Time and date will be informed after deciding. (10 minutes)Refreshment will be served during the meetingResults of the project:The results will be very good; customer fined a product with goodvalue of money. Company increased his sale and succeeded to getcustomer loyalty. Not just that company succeeded to get attention ofthe more customer in the market.Impact of project on work-related areaThis project has two different impacts. First it has very good impacton me as it is mentioned in 3.1. Secondly after this project I analyzedmy management skills and I came to know that I can be a goodmanager and I have ability to manage things and solve issues. Apartfrom all these it provides good information regarding studies. Aftermeeting all information and suggestions are passed, so the wholeprocess is ready for an implementation. Directors and themanagement team will be the responsible for further conclusion. 13
  14. 14. 5006 SAIF ULLAH FARHAN 260Accounts department needs to finalize the budget. Process is verysimple which does not require too much effort.Estimation value of the implementation of this objective is very clear.But there were some other issues which are also considerable i.e.during this research I did not focus on my work properly, a great loadof work on other staff especially in busy time with my absence. Butpositive impact of the project which is approval of new installation oftelephonic line can overcome all these problems in future.Considering all these recommendations it will have a positive impacton the work-related area. It will increase the attention of the customerservice which will able to increase the level of customer satisfaction.REFERENCES ● Andrea McIlroy, Shirley Barnett, (2000) "Building customer relationships ● Anderson, H. & Jacobsen, (2000) Creating Loyalty: It’s Strategic Importance in Your Customer Strategy. In S. A. Brown,Ed. ● Albrecht,K and Zemke, R. (2001).Service America in the New Economy. New York: McGraw-Hill. ● SAUNDERS,M., LEWIS, P. & THORNHILL, A. 2009.Research methods for business students, Pearson Education. ● BAILEY,A., JOHNSON, G. & DANIELS, K. 2000. Validation of a multi-dimensional measure of strategy development processes. British Journal of Management, 11, 151-162. 14

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