The document discusses the challenges faced by a low-price bakery, including a strong supply chain but poor customer service and limited economic growth. It emphasizes the need for better customer experience and suggests strategies like employee training and local market research to enhance customer retention. Recommendations include employing a customer service manager and evaluating employees based on customer feedback.

1. Case Background
Low Price Bakery
Products
Strong Supply
Chain
Poor economic growth in the
operating country
Less Focused on Customer
Service

2. 1 2 3 4 5
Value Chain Analysis
Raw Materials
Strong Purchasing Power
Low Price of Raw
Materials
Sophisticated Stock
Management
Operations
Low Skilled Labor
Automation
Delivery
Customer Acquisition
Customer Retention
Smooth Operations
Less Customer Because
of Limited Seats
Free Press Advertising to
Attract Customers
Own Delivery Fleet Poor Customer Service
No System for
Customer Feedback

3. Raw
Materials
Operations
Delivery
Least Market Research
Customer Acquisition
No proper channel for
receiving customer
complain
Customer Retention
Weakness of Value Chain

4. Activity Enabling Low
Prices
Raw Materials
Low Price
Operations
Low Labor Cost
Delivery
Least
Transportation
Costs
Customer
Acquisition
Free
Advertising
Customer
Retention
Least Cost in
Customer
Service
Low Cost
Low Price
of Goods

5. Poor Economic Growth, Less Purchasing
Power
Losing Existing Customers
Moderate Skilled People will Lead to
Higher Cost
Leaving Existing Supply Chain Advantage
Shortcomings of the
Strategy

6. Problem Statement
MARKETING MYOPIA
Focusing More on the Product, Less on the Customer Experience

7. Recommendation
EXISTING SUPPLY CHAIN WITH BETTER
CUSTOMER SERVICE
Employee Training For
Better Customer
Service
Increasing Counters In
High-street Shops
Local customer
research done by
nearby shops

8. 3. “Privilege Card” For
Regular Customers
IMPLEMENTATION
1. Employee
evaluation by
customers opinion
2. Employing a
customer service
manager for every
region