Note: Sample below may appear distorted but all corresponding word document files contain proper formattingExcerpt from Essay:
As a consequence, information
can become redundant, it may not be received by the desired receiver, or it
may be distorted.
All these affect the well-functioning of the company's operations. As
a consequence, a series of malfunctions start to emerge, they determine
other problems, which result in not reaching the company's objectives,
decreasing quality of products and services, and increased costs.
The same situation happens in the case of the supermarket's branches.
Each of these branches is run by a general manager and they establish their
own sets of goals and objectives that must be aligned with the general
strategy and objectives established at the headquarters of the company.
This way, each branch activates like a profit center. However, it is
difficult to control the branches. Although they establish their own
objectives also in accordance with the customer targets of each branch, the
demographics and the characteristics of the market in which each brand
activates, the branches must be controlled at the center by the general
management of the company.
As mentioned above, one of the most influential factors on customer
service is represented by people. Human resources represent the most
important resource any company can exploit in order to create value,
competitive advantage, and profit. The importance is even greater in the
case of a supermarket, whose activity is deal directly with customers.
In this case, the quality of service is directly proportional with the
quality of employees' work. In this case, given the fact that the quality
of service is declining, it is obvious that employees do not reach their
potential or their established objectives. It is clearly a matter of
The reasons for which customers may not be satisfied with the quality
of service regarding personnel may include: the speed of service, waiting
time, employees' attitude and behavior. In other words, employee
performance must be analyzed.
In order to do so, it is important to start by studying the
relationship diagram, in order to see who reports to whom, who collaborates
with whom, and who manages whom. Cooperation between departments and
compartments must also be analyzed.
The analysis must continue with studying the job descriptions,
especially those of employees that work directly with customers. This step
is very important because it must be clearly determined whether employees'
decreased efficiency is because their job description does not compel them
to improve their activity, or because they do not work as hard as they
In case the problem refers to the job description, the Human Resources
manager, in collaboration with the managers of other departments must
improve them in order to adjust to the requirements of each position and to
the goals and objectives established by the supermarket's managers.
In case the problem is with the employees, the Human Resources
department must analyze the situation and start implementing solutions.
Employees that do not fulfill their duties must be sanctioned in accordance
with the company's rules, agreed by each employee when signing the work
Also, employees' activity may be improved by improving their skills,
abilities, and knowledge, particularly by following a series of training
programs intended to develop customer service skills. Although it may seem
like a significant financial investment that could be postponed for when
the financial crisis diminishes, the investment will produce medium term
and long term effects that supermarket's customer service will benefit
from. The company must implement a continuous improvement strategy
However, the decline of the supermarket's quality of service cannot be
attributed to employees only. Technology is another factor of influence on
the quality of service. If the supermarket does not involve new technology
in its operations, whether one refers to machinery and equipment or to
computer software, the business processes will be slower and they will not
reach the established results. This will further result in unsatisfied
customers that will turn to the supermarket's competitors.
Recommendations for Improving Customer service Operations
One of the first actions that must be implemented for improving the
supermarket's business operations in general, and customer service
operations in particular consists in modifying the organizational
The less decision makers are involved in the supermarket's strategy
and activity, the more aired and flexible the decision process will be. As
a consequence, decision makers will be able to reduce the decision making
duration and to improve the entire process (Borgatti, 1996).
In addition to this, the marketing department is directly related to
the quality of customer service. In order to improve customer service, the
organization of the marketing department must be a clear representation of
the relations diagram. The marketing department must be run by the
marketing manager and it must be divided into the following sub-
departments: Public Relations division, Product Development division, and
Customer Service division.
Given the size of the supermarket, it is necessary to create a
division that deals only with monitoring, controlling, and implementing
customer service strategies. This organizational structure will also allow
for a faster informational flow. The advantages are represented by the fact
that a series of existing problems will be faster resolved, while other
potential problems can be forecasted and avoided.
Also, it is important to develop and implement a performance plan.
Such a plan addresses the following aspects: reviewing organizational
goals, specifying desired results for the domain in case, aligning them
with the organization's results, prioritizing results, identifying
evaluation measures, identifying evaluation standards, and documenting the
performance plan (McNamara, 2008).
Improving personnel's activity is another aspect of extreme importance
that the supermarket's managers must take into consideration. As mentioned
above, the company must invest in a series of training programs for the
employees. This will benefit the employees, the customers, and the
supermarket also (McNamara, 2008).
The employees will feel valued by the company their work for, they
will feel that the company is making efforts to invest in them and to
improve their skills. This will improve their work performance and it will
increase employees' loyalty towards the company. As a consequence, customer
satisfaction and loyalty will also increase. This will obviously benefit
the supermarket's activity by improving the quality of service.
1. Operational Analysis Guidance (2007). Retrieved November 6,
2. Jones, C. A. (2000). Extraordinary Customer Service
Management: The Critical Success Factors. Business
Perspectives. Retrieved November 7, 2009 from
3. Davig, W. et al (1991). The Relative Importance of Operations
and Marketing Strategy Factors In Small Manufacturing Firms.
Eastern Kentucky University. Retrieved November 7, 2009 from
4. Borgatti, S. P. (1996). Organizational Theory: Determinants of
Structure. Retrieved November 7, 2009 from
5. McNamara, C. (2008). Employee Training and Development:
Reasons and Benefits. Management Library. Retrieved November
7, 2009 from
6. McNamara, C. (2008). Product and Service Management.
Management Library. Retrieved November 7, 2009 from
7. McNamara, C. (2008). Continuous Improvement. Management
Library. Retrieved November 7, 2009 from
8. McNamara, C. (2008). Performance Management: Performance Plan
(generic to performance management). Management Library.
Retrieved November 7, 2009 from
9. McNamara, C. (2008). Employee Performance Management.
Management Library. Retrieved November 7, 2009 from
10. Raisbeck, G. (1979). How the Choice of Measures of
Effectiveness Constrains Operational Analysis. Interfaces.
Retrieved November 7, 2009 from
11. Tourinho, E. Z. (2003). Effectiveness as Truth Criterion in
Behavior Analysis. Behavior and Philosophy. Retrieved November
7, 2009 from
12. Operational Analysis (2007). Extensive Enterprises Consulting
Group. Retrieved November 7, 2009 from
"Operational Analysis And Effectiveness Introduction" (2009, November 07) Retrieved October 21, 2016, from http://www.paperdue.com/essay/operational-analysis-and-effectiveness-introduction-17763
"Operational Analysis And Effectiveness Introduction" 07 November 2009. Web.21 October. 2016. <http://www.paperdue.com/essay/operational-analysis-and-effectiveness-introduction-17763>
"Operational Analysis And Effectiveness Introduction", 07 November 2009, Accessed.21 October. 2016, http://www.paperdue.com/essay/operational-analysis-and-effectiveness-introduction-17763
Operational issues of IT Department NHS Organization UK The objective of this report is to provide a proposal to reduce the IT operational costs. National Health Service (NHS) is a biggest healthcare service provider in the UK, and the organization delivers both primary and secondary healthcare since its formation. The UK government major objective for forming NHS is to provide the affordable and quality healthcare delivery for all social class in the
Managing the Effectiveness of the Audit Process Mission and Objectives of the International Audit Department Stakeholders The IAD stakeholder power-interest grid The Audit Process Objectives, Scope and Approach of the Research Purpose and Mandate Resourcing Competency Development Sustaining People Excellence Tools and Technology Knowledge Management Operations Quality Governance People Infrastructure and Operations Japan Tobacco International (JTI) is an international tobacco business that is operated by Japan Tobacco Inc. Japan Tobacco Inc. is the third largest player in the international tobacco industry with a market capitalization of 32
Second, the researcher's intense exposure to study of a case can bias the findings (the case study as a research method); at the least, there are significant opportunities for subjectivity in the implementation, presentation, and evaluation of case study research (Case studies). This high degree of subjectivity opens the door for ethical issues, particularly if the study is being sponsored by a special interest. Third, case studies involve too
Restorative Justice Approaches Reduce Youth Offending Restorative justice is a new paradigm within the criminal justice, particularly in the context of youth offenders. The philosophy behind restorative justice is to consider the juvenile's interests to develop them into beneficial citizens, and it augments the principle behind juvenile justice and corrections. Restorative justice approaches provide the juvenile justice system with leniency when approaching youth offenders while at the same time holding
This aspect is greatly leveraged upon by Sport2Sport as different target populations share their experiences on company's Facebook page. There is also an aspect of quick customer response having the potential of going viral over the internet. This makes companies such as Sport2Sport to focus on customer satisfaction and prompt response. Although it may seem untraditional not to focus on traditional advertising and marketing mediums, the paradigm shift in
Policing Policies Analysis This study seeks to strengthen the practice of policing by demonstrating the effectiveness of the problem-oriented policing. The information provided herein is useful to practitioners as it compares problem-oriented policing against community-oriented policing. Practitioners will be able to create much robust policing intervention when addressing real life situations within the field by grasping the theoretical mechanisms (Hess & Orthmann, 2011). In addition, by linking academic theories to policing,
Strategic Analysis of Coca-Cola Coca-Cola This report provides information for Coca-Cola's Board of Directors and CEO on how well the company's mission, vision and value statements are communicated in two vehicles, the Company website and 2010 annual report. This report analyzes key components of the Company's strategic planning using management concepts identified by Michael Porter. Between the website and annual report, the Company's vision, values and goals are effectively articulated, while the