This document outlines a management project conducted at Asda Stores Ltd. to improve customer service and loyalty. The project aims to analyze Asda's customer retention strategies and methods for attracting and maintaining customer loyalty. A survey was distributed to customers which identified that prices were higher than competitors. Various options were considered and it was decided to import quality products at reasonable prices from other countries. The products would undergo quality checks before being packaged and sold under the new "Asda Value" brand. Initial results showed increased sales and satisfied customers. A meeting was held with representatives to discuss recommendations such as further decreasing prices. The project's impact was positive, with the company gaining customer loyalty and attention through offering good value.
Well Dress is a clothing store located in Dera Ghazi Khan, Pakistan that was founded in 1992. The store sells clothing, toys, and watches. It has two managers and currently employs 20 people. The store is located in Sadar Bazar and is open from 9AM to 5PM. The store aims to be a leader in fashion and provide quality products and good customer service. It offers a variety of men's and women's clothing brands at different price points. Customer feedback indicates that most are satisfied with the store's products and service. The managers and employees were very cooperative during the group's visit and observations.
This document provides talking points and an agenda for Stop & Shop store managers to use in conducting 30-minute engagement meetings with store associates in August 2014. The meetings aim to empower associates to understand their role in helping the store get better every day. Key discussion points include the Plus One initiative to improve store performance incrementally, the Shop Friendly customer service training, e-commerce strategies like Peapod delivery and pickup, the Customer Proposition value initiative, and Simplicity process improvement efforts. Associates are also challenged to create a fun 3-word video or photo capturing how their store or team is getting better daily, with a prize for the best entry.
Company with Mission to help Indian Industry to make a mark on Global turf by grooming the overall Offering to its Consumers. At Vivaan we believe each Industry is potentially Star Performer, the need is to unleash the latent talent and harness the creativity in each member of the organization.
Vivaan is committed to be instrumental in changing the life in each Individual it touches - by igniting the spark & fan the burning desire to improve the quality of life for them self and people around.
This document provides an overview of the strategic management practices of Wadud Home Store (WHS) in Peshawar, Pakistan. WHS started as a wool distribution business in 1947 and has since expanded to become a leading retailer of clothing, accessories, and other products. The owner and family members make strategic decisions together, aiming to provide high quality products and excellent customer service. WHS analyzes sales data to inform decisions on new brands and investments. While facing security challenges, its strengths include experienced staff, a well-designed store layout, and exclusive brand offerings.
Georgiana Dieatrick has over 4 years of experience in retail sales and customer service. She is a dedicated customer service representative with strong communication and problem-solving skills. As a sales associate, she has exceeded sales goals and received excellent customer satisfaction ratings. Georgiana aims to obtain her Associate's degree in Business Administration or Marketing.
Exotic Vibez is a start-up retail business that will sell unique clothing and accessories online and through a physical storefront. The business aims to understand customer needs and provide a personalized shopping experience. Key objectives include establishing brand awareness, becoming a leader in quality apparel, and aggressively expanding over the first three years. The business will focus on quality products, customer service, and competitive pricing to attract customers and achieve success.
Batti Express Gifts is an online gift shop and e-commerce organization based in Batticaloa, Sri Lanka. It was founded in 2015 and has grown to become the largest e-commerce company in Batticaloa District. The company offers a wide range of gift items for online purchase and delivery as well as local delivery and courier services. Batti Express Gifts aims to provide excellent customer service and expand its operations across Sri Lanka.
An Assignment on Business Plan (Handicrafts and Origami Production House)MD TOWFIQUR RAHMAN
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The document provides a business plan for a proposed handicrafts and origami production house called "Handicrafts and Origami Production House". The business will be established as a partnership between 6 individuals, who will each contribute 3 lakh taka initially. The business will produce various handicraft products including banners, canvas work, lace items, toys, cards, origami, and floral designs. It will sell products both online and offline. The plan outlines the organizational details, objectives, limitations, production process, pricing strategy, and keys to success for the new business.
Well Dress is a clothing store located in Dera Ghazi Khan, Pakistan that was founded in 1992. The store sells clothing, toys, and watches. It has two managers and currently employs 20 people. The store is located in Sadar Bazar and is open from 9AM to 5PM. The store aims to be a leader in fashion and provide quality products and good customer service. It offers a variety of men's and women's clothing brands at different price points. Customer feedback indicates that most are satisfied with the store's products and service. The managers and employees were very cooperative during the group's visit and observations.
This document provides talking points and an agenda for Stop & Shop store managers to use in conducting 30-minute engagement meetings with store associates in August 2014. The meetings aim to empower associates to understand their role in helping the store get better every day. Key discussion points include the Plus One initiative to improve store performance incrementally, the Shop Friendly customer service training, e-commerce strategies like Peapod delivery and pickup, the Customer Proposition value initiative, and Simplicity process improvement efforts. Associates are also challenged to create a fun 3-word video or photo capturing how their store or team is getting better daily, with a prize for the best entry.
Company with Mission to help Indian Industry to make a mark on Global turf by grooming the overall Offering to its Consumers. At Vivaan we believe each Industry is potentially Star Performer, the need is to unleash the latent talent and harness the creativity in each member of the organization.
Vivaan is committed to be instrumental in changing the life in each Individual it touches - by igniting the spark & fan the burning desire to improve the quality of life for them self and people around.
This document provides an overview of the strategic management practices of Wadud Home Store (WHS) in Peshawar, Pakistan. WHS started as a wool distribution business in 1947 and has since expanded to become a leading retailer of clothing, accessories, and other products. The owner and family members make strategic decisions together, aiming to provide high quality products and excellent customer service. WHS analyzes sales data to inform decisions on new brands and investments. While facing security challenges, its strengths include experienced staff, a well-designed store layout, and exclusive brand offerings.
Georgiana Dieatrick has over 4 years of experience in retail sales and customer service. She is a dedicated customer service representative with strong communication and problem-solving skills. As a sales associate, she has exceeded sales goals and received excellent customer satisfaction ratings. Georgiana aims to obtain her Associate's degree in Business Administration or Marketing.
Exotic Vibez is a start-up retail business that will sell unique clothing and accessories online and through a physical storefront. The business aims to understand customer needs and provide a personalized shopping experience. Key objectives include establishing brand awareness, becoming a leader in quality apparel, and aggressively expanding over the first three years. The business will focus on quality products, customer service, and competitive pricing to attract customers and achieve success.
Batti Express Gifts is an online gift shop and e-commerce organization based in Batticaloa, Sri Lanka. It was founded in 2015 and has grown to become the largest e-commerce company in Batticaloa District. The company offers a wide range of gift items for online purchase and delivery as well as local delivery and courier services. Batti Express Gifts aims to provide excellent customer service and expand its operations across Sri Lanka.
An Assignment on Business Plan (Handicrafts and Origami Production House)MD TOWFIQUR RAHMAN
ย
The document provides a business plan for a proposed handicrafts and origami production house called "Handicrafts and Origami Production House". The business will be established as a partnership between 6 individuals, who will each contribute 3 lakh taka initially. The business will produce various handicraft products including banners, canvas work, lace items, toys, cards, origami, and floral designs. It will sell products both online and offline. The plan outlines the organizational details, objectives, limitations, production process, pricing strategy, and keys to success for the new business.
1. The document presents research conducted on the impact of online shopping on retail business in India.
2. It analyzes the sales drop in retail outlets due to the increasing popularity and convenience of online shopping sites/applications. Online shopping offers discounts, varied products, and satisfying delivery and service.
3. The research objectives are to study the effects on retail store profitability and pricing patterns, and how retailers can adapt business patterns to improve customer satisfaction.
A STUDY ON CONSUMER SATISFACTION AT BIG BAZAARShashi Kishore
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This document provides a summary of a study conducted on consumer satisfaction at Big Bazaar's Mayur Vihar store in New Delhi. It includes an introduction describing Big Bazaar and factors influencing customer satisfaction. The study objectives are outlined as well as the methodology, which involved collecting primary data through customer interviews. The document then presents an analysis of the data collected, including customer demographics, satisfaction with product price, quality, availability, store environment and staff. It finds that most customers are satisfied but some have issues with store navigation.
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This is a simple reminder of some basics we often forget when working with customers. Paying attention to the customer experience throughout the life cycle of the customer increases satisfaction, drives revenue and lowers customer service costs positioning companies for profitable revenue growth.
The document is an acknowledgement by Ashish Tiwari thanking various individuals and organizations who helped with the completion of his MBA project. It thanks Mr. Vivek Chaturvedi for sparing his time to guide the project. It also thanks the faculty of G.L.B.I.T.M and the staff of Big Bazaar for their assistance during the project work. Ashish completed a 1.5 month study of customer satisfaction at Big Bazaar as part of his MBA course requirements.
This document outlines five questions to evaluate the viability of a business idea: 1) What is the product/service and does it meet a customer need? 2) What is the business model and is it economically viable? 3) How large is the potential market and what market share could be achieved? 4) How can the business be protected from competitors? 5) What will the founder get personally from the business in terms of money, pride of ownership, and enjoyment? The document provides guidance on thoroughly researching answers to these questions before committing to a new business idea.
This document discusses strategies for motivating employees and improving sales performance. It recommends identifying weaknesses through honest self-assessment, focusing sales presentations on customer needs, and listening to customer complaints to understand their concerns. The document also stresses motivating employees by setting objectives, recognizing individual contributions, and creating a sense of competition and curiosity within the team.
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This document summarizes a 10-point business fitness workshop presented by Mark G. Richardson. It discusses evaluating the fitness of a business across 10 criteria: numbers, processes, leadership, team, product, profitability, stress levels, reputation, positioning, and relationships. Participants are asked to score their business on a scale of 1-10 for each criteria. A total score above 85 indicates a healthy business, while a score below 35 means the business is in serious trouble. The workshop also addresses defining goals for growth and the ideal growth rate. Key factors for success discussed include having the right mindset and being willing to change.
The document presents a study on customer satisfaction with the product range availability at Reliance Fresh stores. It discusses the retail industry overview and history. It also provides an overview of Reliance Fresh, including its history and performance. The study aims to determine if customers are satisfied with the fruits and vegetables available and examines customer perceptions of brands for rice, hair conditioners and blended spices. A survey was conducted with 150 respondents and results showed that most customers were satisfied with the product range overall and found the variety of fruits and vegetables to be good.
This document discusses customer satisfaction surveys and provides guidance on conducting them. It addresses six key parts of any customer satisfaction program: 1) who to interview, 2) what to measure, 3) how to carry out interviews, 4) how to measure satisfaction, 5) what the measurements mean, and 6) how to use surveys effectively. The document emphasizes finding the right people to survey, determining important attributes to assess, using various interview tools, employing satisfaction rating scales, and understanding expectations and importance to drive improvements.
This document discusses a customer satisfaction analysis conducted through a survey. It includes an agenda that covers the business questions being asked, details about the customer satisfaction survey that was conducted, including the questionnaire and metrics used. The document then provides the survey questions asked and interpretations of responses. It concludes with an overall outcome of the survey, which found that only 6 out of 50 and 10 out of 50 customers were very satisfied with the product, while 15 were somewhat satisfied.
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This PowerPoint presentation explores the value of detractors in the Net Promoter Score (NPS) system and how they can help businesses identify areas for improvement and enhance the customer experience. It emphasizes the importance of addressing detractor feedback to improve overall customer satisfaction and loyalty, and includes examples of how businesses can use detractor feedback to make improvements. The presentation concludes by highlighting the benefits of turning detractors into promoters and recommends CViewSurvey NPS Surveys as a tool to help businesses implement NPS surveys and gather valuable customer feedback.
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This document outlines a study on customer satisfaction with reference to Big Bazaar in Hyderabad, India. It discusses the objectives, scope, and methodology of the study which involved distributing questionnaires to 140 customers of Big Bazaar to understand their preferences, expectations, satisfaction levels and suggestions for improvement. The study aims to help Big Bazaar better understand customer needs and enhance customer satisfaction.
- The document discusses challenges with traditional sales and marketing approaches, such as a lack of focus on ideal customers, differentiation, and repeatable processes.
- It advocates developing a strategic business development system focused on understanding an ideal customer's challenges and how the company's insights and offerings specifically address those challenges.
- The key is marketing and selling through "straws" - targeting a small number of ideal prospects by deeply understanding their unique situation and needs.
This document provides an outline for a report on customer satisfaction. It includes 5 chapters that will discuss: an introduction to customer satisfaction and the study's objectives and scope; a detailed look at customer satisfaction including its meaning and importance; the organizational profile of the company being studied; the research methodology used; and a conclusion with an analysis of findings. The introduction defines key terms, outlines objectives like understanding customer satisfaction levels and learning about the organization's marketing strategies. It also notes limitations of the study. The document establishes the framework for a report on measuring and analyzing customer satisfaction.
The document discusses customer satisfaction and expectations. It states that customer satisfaction depends on a product's performance relative to a customer's expectations. If performance matches expectations, the customer is satisfied. If performance exceeds expectations, the customer is delighted. Marketers must be careful not to set expectations too high or low. The most successful companies raise expectations and deliver performance to match, aiming for total customer satisfaction. Customer satisfaction surveys are used to directly measure satisfaction levels and gather feedback on competitors. High satisfaction leads to customer loyalty, repeat purchases, and positive word-of-mouth advertising.
This document outlines the requirements and sections for a business planning project. As a group of 5 partners, students must come up with a new business idea and write a report that includes sections on the company description, products/services, market analysis, marketing plan, operational plan, and management team. Some suggested business ideas are a kids app, recycling pickup, or food truck. The report is worth 20% and there will also be a 10% group presentation.
HIM! International Research Overview 2017Ruth Cousins
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The document summarizes the services provided by HIM International, a market research firm that specializes in shopper insights. Some key points:
- HIM conducts annual research surveying over 7,000 shoppers across Europe to understand shopping behaviors and benchmark retailers.
- They provide insights into factors like shopper missions, purchase decisions, satisfaction levels, and what drives store choice.
- In addition to benchmarking, HIM offers bespoke solutions utilizing both quantitative and qualitative methods to address specific business questions.
- Their research helps clients inform strategies, connect with customers, and inspire actions to better serve shoppers.
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In the competitive world of content creation, standing out and maximising revenue on platforms like OnlyFans can be challenging. This is where partnering with an OnlyFans agency can make a significant difference. Here are five key benefits for content creators considering this option:
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BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
1. The document presents research conducted on the impact of online shopping on retail business in India.
2. It analyzes the sales drop in retail outlets due to the increasing popularity and convenience of online shopping sites/applications. Online shopping offers discounts, varied products, and satisfying delivery and service.
3. The research objectives are to study the effects on retail store profitability and pricing patterns, and how retailers can adapt business patterns to improve customer satisfaction.
A STUDY ON CONSUMER SATISFACTION AT BIG BAZAARShashi Kishore
ย
This document provides a summary of a study conducted on consumer satisfaction at Big Bazaar's Mayur Vihar store in New Delhi. It includes an introduction describing Big Bazaar and factors influencing customer satisfaction. The study objectives are outlined as well as the methodology, which involved collecting primary data through customer interviews. The document then presents an analysis of the data collected, including customer demographics, satisfaction with product price, quality, availability, store environment and staff. It finds that most customers are satisfied but some have issues with store navigation.
Understanding the Customer Journey by Peggy KlingelPeggy Klingel
ย
This is a simple reminder of some basics we often forget when working with customers. Paying attention to the customer experience throughout the life cycle of the customer increases satisfaction, drives revenue and lowers customer service costs positioning companies for profitable revenue growth.
The document is an acknowledgement by Ashish Tiwari thanking various individuals and organizations who helped with the completion of his MBA project. It thanks Mr. Vivek Chaturvedi for sparing his time to guide the project. It also thanks the faculty of G.L.B.I.T.M and the staff of Big Bazaar for their assistance during the project work. Ashish completed a 1.5 month study of customer satisfaction at Big Bazaar as part of his MBA course requirements.
This document outlines five questions to evaluate the viability of a business idea: 1) What is the product/service and does it meet a customer need? 2) What is the business model and is it economically viable? 3) How large is the potential market and what market share could be achieved? 4) How can the business be protected from competitors? 5) What will the founder get personally from the business in terms of money, pride of ownership, and enjoyment? The document provides guidance on thoroughly researching answers to these questions before committing to a new business idea.
This document discusses strategies for motivating employees and improving sales performance. It recommends identifying weaknesses through honest self-assessment, focusing sales presentations on customer needs, and listening to customer complaints to understand their concerns. The document also stresses motivating employees by setting objectives, recognizing individual contributions, and creating a sense of competition and curiosity within the team.
10 Point Business Fitness Workshop: Are You Fit to GrowSurefire Local
ย
This document summarizes a 10-point business fitness workshop presented by Mark G. Richardson. It discusses evaluating the fitness of a business across 10 criteria: numbers, processes, leadership, team, product, profitability, stress levels, reputation, positioning, and relationships. Participants are asked to score their business on a scale of 1-10 for each criteria. A total score above 85 indicates a healthy business, while a score below 35 means the business is in serious trouble. The workshop also addresses defining goals for growth and the ideal growth rate. Key factors for success discussed include having the right mindset and being willing to change.
The document presents a study on customer satisfaction with the product range availability at Reliance Fresh stores. It discusses the retail industry overview and history. It also provides an overview of Reliance Fresh, including its history and performance. The study aims to determine if customers are satisfied with the fruits and vegetables available and examines customer perceptions of brands for rice, hair conditioners and blended spices. A survey was conducted with 150 respondents and results showed that most customers were satisfied with the product range overall and found the variety of fruits and vegetables to be good.
This document discusses customer satisfaction surveys and provides guidance on conducting them. It addresses six key parts of any customer satisfaction program: 1) who to interview, 2) what to measure, 3) how to carry out interviews, 4) how to measure satisfaction, 5) what the measurements mean, and 6) how to use surveys effectively. The document emphasizes finding the right people to survey, determining important attributes to assess, using various interview tools, employing satisfaction rating scales, and understanding expectations and importance to drive improvements.
This document discusses a customer satisfaction analysis conducted through a survey. It includes an agenda that covers the business questions being asked, details about the customer satisfaction survey that was conducted, including the questionnaire and metrics used. The document then provides the survey questions asked and interpretations of responses. It concludes with an overall outcome of the survey, which found that only 6 out of 50 and 10 out of 50 customers were very satisfied with the product, while 15 were somewhat satisfied.
How an NPS Detractor Can Help Your BusinessCViewSurvey
ย
This PowerPoint presentation explores the value of detractors in the Net Promoter Score (NPS) system and how they can help businesses identify areas for improvement and enhance the customer experience. It emphasizes the importance of addressing detractor feedback to improve overall customer satisfaction and loyalty, and includes examples of how businesses can use detractor feedback to make improvements. The presentation concludes by highlighting the benefits of turning detractors into promoters and recommends CViewSurvey NPS Surveys as a tool to help businesses implement NPS surveys and gather valuable customer feedback.
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Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
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The document summarizes an employee engagement event held by Manners & Murphy on March 4, 2014. The event schedule included presentations from Manners & Murphy, Glassdoor, Karin Volo, and Yammer on topics related to employee engagement and how engaged employees can deliver a better customer experience. Attendees were encouraged to follow the organizers on social media and join an employee engagement forum to continue the discussion. The event aimed to provide HR professionals with strategies and insights into improving employee engagement.
This document outlines a study on customer satisfaction with reference to Big Bazaar in Hyderabad, India. It discusses the objectives, scope, and methodology of the study which involved distributing questionnaires to 140 customers of Big Bazaar to understand their preferences, expectations, satisfaction levels and suggestions for improvement. The study aims to help Big Bazaar better understand customer needs and enhance customer satisfaction.
- The document discusses challenges with traditional sales and marketing approaches, such as a lack of focus on ideal customers, differentiation, and repeatable processes.
- It advocates developing a strategic business development system focused on understanding an ideal customer's challenges and how the company's insights and offerings specifically address those challenges.
- The key is marketing and selling through "straws" - targeting a small number of ideal prospects by deeply understanding their unique situation and needs.
This document provides an outline for a report on customer satisfaction. It includes 5 chapters that will discuss: an introduction to customer satisfaction and the study's objectives and scope; a detailed look at customer satisfaction including its meaning and importance; the organizational profile of the company being studied; the research methodology used; and a conclusion with an analysis of findings. The introduction defines key terms, outlines objectives like understanding customer satisfaction levels and learning about the organization's marketing strategies. It also notes limitations of the study. The document establishes the framework for a report on measuring and analyzing customer satisfaction.
The document discusses customer satisfaction and expectations. It states that customer satisfaction depends on a product's performance relative to a customer's expectations. If performance matches expectations, the customer is satisfied. If performance exceeds expectations, the customer is delighted. Marketers must be careful not to set expectations too high or low. The most successful companies raise expectations and deliver performance to match, aiming for total customer satisfaction. Customer satisfaction surveys are used to directly measure satisfaction levels and gather feedback on competitors. High satisfaction leads to customer loyalty, repeat purchases, and positive word-of-mouth advertising.
This document outlines the requirements and sections for a business planning project. As a group of 5 partners, students must come up with a new business idea and write a report that includes sections on the company description, products/services, market analysis, marketing plan, operational plan, and management team. Some suggested business ideas are a kids app, recycling pickup, or food truck. The report is worth 20% and there will also be a 10% group presentation.
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ย
The document summarizes the services provided by HIM International, a market research firm that specializes in shopper insights. Some key points:
- HIM conducts annual research surveying over 7,000 shoppers across Europe to understand shopping behaviors and benchmark retailers.
- They provide insights into factors like shopper missions, purchase decisions, satisfaction levels, and what drives store choice.
- In addition to benchmarking, HIM offers bespoke solutions utilizing both quantitative and qualitative methods to address specific business questions.
- Their research helps clients inform strategies, connect with customers, and inspire actions to better serve shoppers.
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In the competitive world of content creation, standing out and maximising revenue on platforms like OnlyFans can be challenging. This is where partnering with an OnlyFans agency can make a significant difference. Here are five key benefits for content creators considering this option:
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2. 5006 SAIF ULLAH FARHAN 260
Contents
Q 1: Be able to identify and justify a management project
Introduction
Aims:
Objectives of the research
Scope
Q2: 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 QUESTIONNAIRE
Determining an option or alternative that meets the project aim
Q3 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 area
REFERENCES
2
3. 5006 SAIF ULLAH FARHAN 260
Q 1: Be able to identify and justify a management project
Introduction
Asda Stores Ltd. is a British supermarket chain which retails food,
clothing, general merchandise, toys and financial services. It also has
a mobile telephone network, Asda Mobile. Its head office is at Asda
House in Leeds, West Yorkshire.
The purpose of this research project is to about how having good
customer service is can develop between staff and their customers in
store. This research will also look at the advantage and the
disadvantage of having the good relationship with the customers.
Aims:
โ 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 research
The main objectives of this research are;
โ To analyse the effectiveness of Asda strategy in retaining its
customers loyalty.
โ To identify & evaluate how retail organisations attract
customers and maintain them loyalty.
โ To identify & evaluate the various methods used by Asda to
attract maintain customerโs loyalty.
โ To critically compare the methods used by Asda.
Scope
Scope of the project is to maintain loyalty of customers and on which
company is best position in the supermarket business in terms of
offering the best customer services.
3
4. 5006 SAIF ULLAH FARHAN 260
Q2: Justifying the aim, objective and the scope
Now a days there is too much competition in the market so to
increasing the business the best way is to giving good customer
service to get the loyalty of the customer. Satisfied are very
beneficiary for the organizations but unsatisfied are more dangerous
Satisfied customers are most likely to share their experiences with
other people to the order of perhaps five or six people.
Equally well, dissatisfied customers are more likely to tell another ten
people of their unfortunate experience.
So satisfying customer and gaining their loyalty is very important for
an organization and being a best retail organization.
Others, like Albrecht and Zemke (2001) have suggested that customer
satisfaction is about leadership issues. Organisationโs leaders should
ensure the proper and requite training of staff; provide them with the
necessary motivation to ensure that they deliver the bespoken
customer experience to consumers when they come into their store. It
therefore become incumbent upon leadership to ensure that good
customerโs services is modelled on these values. Marketing is, after
all, everything you do to reach and keep customers; and every
available resource that the organisation has should be used to achieve
this. Therefore, any organisation that commits to marketing
customers services the focal point of its marketing strategy has an
opportunity to gain a great competitive advantage. Today,
organisations that understand and deliver effective customer services
will stand out in a customerโs mind when compared to the poor
customer services that is delivered by many organisations.
Identification of sources data and information for the project:
There are two main sources of data and information
Customer
Customer service representative
Analysis of the data and information to meet the project aim:
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McIlroy and Barnett (2000), โin a business context loyalty has come
to describe a customerโs commitment to do business with a particular
organisation, purchasing their goods and services repeatedly, and
recommending the services and products to friends and associatesโ.
Anderson and Jacobsen (2000) said customer loyalty is actually the
result of an organisation creating a benefit for a customer so that they
will maintain or increase their purchases from the organisation. They
said that true customer loyalty is created when the customer becomes
an advocate for the organisation, without incentive.
I will arrange a survey questioner and distribute in the customers to
get some feedback and idea to minimise complains and maximized
their loyalty on Asda.
The questionnaire is an instrument popularly used within the survey
strategy and is one of the data collection techniques widely employed
in business and management research (Saunders et al., 2009). It
includes telephone questionnaires, postal questionnaires, online
questionnaires and structured interviews. This method is an efficient
way of collecting data from a large population since participants are
usually asked to answer the same set of questions. This format has
successfully been used in the past by other researchers due to its ease
and the ability to generalise. It is also alleged to be superior and more
authoritative and allows the collection of large amounts of data in an
economical way (Saunders et al., 2009; Bailey et al., 2000)
SURVEY QUESTIONNAIRE
Hello! I appreciate you spend some time to answer the following
questions. This survey was designed to study your shopping
experience with ASDA. Please tick the box or circle the appropriate
number where appropriate.
Thank you for your cooperation and support! Your opinion is very
important to us!
ALL YOUR RESPONSES WILL REMAIN STRICTLY
CONFIDENTIAL AND ONLY AGGREGATE RESULTS WILL BE
REPORTED. You will not be identified at any stage of the analysis,
nor in the publication of results
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6. 5006 SAIF ULLAH FARHAN 260
Please read the instruction before answering
Please indicate your level of agreement or disagreement with each
of these statements regarding the store you visited.
Please fill โ in ( ) at the appropriate option, if your copy is
electronic copy, please use red mark in corresponding ( ).
This is not a test. There are no right or wrong answers to the
questions. I am interested only in your opinion and there are no
differences 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.
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Product displays are attractive.
โ Overall, how satisfied or dissatisfied are you with the store?
โ Very Satisfied [ ]
โ Satisfied [ ]
โ Neither Satisfied Nor Dissatisfied[ ]
โ Dissatisfied[ ]
โ Very Dissatisfied[ ]
โ How satisfied or dissatisfied are you with the price of the items
you purchased?
โ Very Satisfied[ ]
โ Satisfied[ ]
โ Neither Satisfied Nor Dissatisfied [ ]
โ Dissatisfied [ ]
โ Very Dissatisfied [ ]
โ How satisfied or dissatisfied are you with the quality of the
products?
โ Very Satisfied [ ]
โ Satisfied [ ]
โ Neither Satisfied Nor Dissatisfied [ ]
โ Dissatisfied [ ]
โ 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
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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
aim
In evaluating these alternative good customer services and gaining the
loyalty of the customer is the most appropriate idea and realistic to
overcome problem for the Asda.
To decease the prices of products is very necessary due to economic
crunch in world to increase business
1st option first option is to decrease the prices of the thing in the
store.
2nd option second option is to introduce some value quality things in
the store.
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3rd option third option is to import thing of a reasonable quality from
other country and after the checking quality and do packing in Asda
ware houses.
If we discuss the first option decrease the prices of the products
keeping the quality same so thatโs very hard to run the business.
According to the cost benefit analysis cost will be increased in that
case and profit will decrease.
In second option we cannot trust on other companies in that why the
quality of product can be effective.
The third option the more suitable because in that way we can check
the quality of product by self and pack them nicely and presentable.in
that why we can introduce the cheap product in our company with
reasonable quality.
Q3 Evaluating the research to mention conclusion.
The research has a very specific aim, objectives and scope. The
researcher faced many problems which are explained below.
โข Short time.
โข less-funded.
This project has some positives influences on me as I got much
understanding that how things should be organised and how
complications should be sorted out in nice manner by using personal
management skills. This project is a healthy activity and it will help
me in future when I will an issue of management. It also gives me
good information.
As this project is totally linked with workplace I found some problem
during this research. First of all I feel the limited time problem
because this is not a big organization and I had to get back to my job
and secondly funds were also limited and owing to all these two
problems I was not able to gather data from old customers.
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Recommendation and assessment of the project.
As my research I choose to import the product from the other country
which is best value for the money in the market. After importing the
product we decided to check the quality of the product under own
quality and insurance department. After all this procedure we will
packed these product in own ware houses to make a value product for
our customer. That way we can get our customer loyalty by providing
a product good in quality and best in value in the market.
PLAN OF ACTION
S# Task Objective Durati Responsibility
on
1 Meeting โ Contact with import 1 week Manager
with and export
import and companies
export โ Ask them for
companies samples
2 Quality โ Analysis the quality 3days Quality and
check of products insurance
โ results department
3 Price โ compare price 2days Manager
analysis within market
โ results
4 Deciding โ comparing quality 5 days Higher
products of products with management
price of products
โ choosing best
value product
5 Importing โ According to need week Contract
product import products department
from suitable
import export
company
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6 Quality โ 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
company
7 Packing โ After quality check 2 Warehouse
the products are weeks department
ready to packed in
asda ware house
After 6 week the product name with Asda Value products are ready to
sale in the store in the best value of money in the market.
The aim of the project is to improve sale and customer satisfaction
level. After implementing the recommendations the customer will be
happy
. Assess the impact of the project recommendations.
Due to introduction a new products named Asda Value product in the
Asda Stores new customers are start coming. Due to finial crunch lot
of our old customers compliant about the prices of the products in the
stores but after introducing the value product they are satisfied. Our
business is increased as well.
Due to increase of the sale of the value product other brands product
sale is affected. We gain lot of customer but our other brand sale is
affected. But the every business main objective is to increase sale,
satisfied customer and making profit so they are satisfied with
introducing new product
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Q4: Medium to be used to show and produce the result of
the project.
The researcher will present this project to higher management directly
and will discuss all issues and problems. For discussion of this project
the researcher will arrange a meeting with director. Appoint will be
made for meeting by calling sectary.
Meeting preparation
Preparation is a necessary part of the effectiveness and efficiency to
maximise the objective. To arrange a meeting is very important to
know about the following aspects.
โ Knowledge and experience to subsidise.
โ Skills to be positive.
โ Inspiration to want to see outcomes.
โ Authority to make conclusions.
โ Need to be up-to-date.
I arrange a meeting with the customer service representative of West
York shire to improve the customer service in the store
Meeting
Venue: Gliton Hotel Bradford
Date: 12th March 2012
Time: 05:30 pm to 06:30
Agenda: To improve the customer service to gain the loyalty of
customer
Dear seniors and colleagues, the reason of this meeting is to discuss
the improvement of customer services. It has been observed that
โASDA is one the biggest outlets of retail store in Halifax. But we
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need to improve our customer services to gain the loyalty of
customers. (10 minutes)
Observation has been made on the basis of the survey questionnaire
which was distributed among the people. According to the report most
of the customer complains that prices of the things are bit higher than
other retail store in market (15 minutes)
Outlet is consist on the agenda to decrease the prices of things in store
for customer because most of customer cannot afford so that due to
this we are now start losing customer.
Moreover, advertising is also essential to make people aware of this
service. Advertisement will play a great role to deliver the
information of preferable service among the residents of West york
sire. (25 minutes)
Feedback can only be provided by the customer service representative
of the company on after considering the points of this agenda. Due to
the lack of time rest of the people can provide their feedback and
suggestions 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 meeting
Results of the project:
The results will be very good; customer fined a product with good
value of money. Company increased his sale and succeeded to get
customer loyalty. Not just that company succeeded to get attention of
the more customer in the market.
Impact of project on work-related area
This project has two different impacts. First it has very good impact
on me as it is mentioned in 3.1. Secondly after this project I analyzed
my management skills and I came to know that I can be a good
manager and I have ability to manage things and solve issues. Apart
from all these it provides good information regarding studies. After
meeting all information and suggestions are passed, so the whole
process is ready for an implementation. Directors and the
management team will be the responsible for further conclusion.
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Accounts department needs to finalize the budget. Process is very
simple 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 load
of work on other staff especially in busy time with my absence. But
positive impact of the project which is approval of new installation of
telephonic line can overcome all these problems in future.
Considering all these recommendations it will have a positive impact
on the work-related area. It will increase the attention of the customer
service which will able to increase the level of customer satisfaction.
REFERENCES
โ Andrea McIlroy, Shirley Barnett, (2000) "Building customer
relationships
โ Anderson, H. & Jacobsen, (2000) Creating Loyalty: Itโs
Strategic Importance in Your Customer Strategy. In S. A.
Brown,Ed.
โ Albrecht,K and Zemke, R. (2001).Service America in the New
Economy. New York: McGraw-Hill.
โ SAUNDERS,M., LEWIS, P. & THORNHILL, A.
2009.Research methods for business students, Pearson
Education.
โ BAILEY,A., JOHNSON, G. & DANIELS, K. 2000. Validation
of a multi-dimensional measure of strategy development
processes. British Journal of Management, 11, 151-162.
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