Wegman's grocery retailer started in 1916 and has since expanded to over 100 stores in several states. It emphasizes high quality service, training and motivating employees, and creating a positive work environment. Wegman's aims to delight customers through attractive fresh products, innovative ideas like cooking classes, variety, and skilled employees. Customer satisfaction is a top priority, and the company uses strategies like feedback, competitive benefits and pay, and career development tools to promote low employee attrition and quality service.

1. PIYUSH OJHA
KEDAR
VIHAN
SOPHIYA
VIKRAM VATSH
ALOK THAKUR
Delighting customers-Us grocery
retailer wegman’s way

2. History
 Started in 1916 by Walter and
John Wegman
 In 1930 they expended their
product line
 Adopted a self service format
in 1940s
 Consumer affairs department
started in 1970s
 “Shoppers club” electronic
discount program introduced in
1990s
 The I phone app and blog
were launched in 2010

3. Cont…
 Opened Home improvement center
 Developed private label buying and its brand
items chain wise
1970s
 Installed ATM’s & provided service
 Federal credit union for employee created
 Fortune rated best supermarket in US for
customer service
 1st Pvt. Company offered child care service
 Became a most popular supermarket chain in NY
 Opened stores out side NY
2005-06
2007-08
1990s
1980s
 Ranked 1st ‘best company to work for’
 Employed 36000 people
 Ranked 2nd in fortune list of 100 co. to work
 Ranked 32 in Supermarket news list
 Ranked 2nd on Fortune list
 Operated 71 stores

4. Strategy of Wegman’s
 Providing quality service
 Implementing policies
 Create a positive work
environment
 Employee Training & motivation
 Feed back form
 Satisfying work experience and top
salaries
 401 Retirement plan
 Vacation pay

5. Wegman’s way
 Attractive displays and fresh
product
 Innovative ideas-cooking classes
 Variety in products
 Increase in sales
 Skillets of employees
 Best retention rates

6. Bubble chart
 It is the competency model for store
operation positions.
 Highlights critical competencies required
in performing of specific job.
 These include skills used through out the
store like safety, customer satisfaction and
interpersonal skills.
 Employees use the chart to determine the
career path in order to achieve the goals.

8. Customer satisfaction
 Customer is the king
and should not only be
satisfied but delighted
 Profitability is a
function of customer
satisfaction
 Customer
satisfaction leads to
word of mouth
marketing

9. Features of Wegman’s way
 Low attrition rate
 good customer service
 Inventory management
 Store lay out
 High pay and benefit to employee
 capacity planning
 Forecasting

10. Quality of Supermarket
 Competence
 Tangible
 Reliability
 Responsiveness
 Assurance
 Empathy

11. Capacity planning
 Know how much
stock can be
maintain
 Plan the floor area
depending upon the
customer’s demand
for deferent products
 Maintain
comfortable ratio of
sales staff per
customer

12. Five value’s of Wegman’s
 We care about people
 High standards are a way of life. we
pursue excellence in everything we do
 We make different in every community we
serve
 We respect our customers and employees
 We empower our people to make decision
that improve there work and benefit our
customer and our company

13. Implementation plan
 Discovery
Research
Business requirement
Competitive analysis
 Design strategy
Create strategy model
 Deploy
Test
Go live