• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13
  14. 14
  15. 15
  16. 16
  17. 17
  18. 18
  19. 19
  20. 20
  21. 21
  22. 22
  23. 23
  24. 24
  25. 25
  26. 26

Tesco a leading food retailing company founded in 1924 by Sir Jack Cohen

Extracts from this document...


INTRODUCTION This unit has been designed for me to produce a report: Describing an organisation, its objectives and its commitment to customer services. The different types of customers that the organisation has, they're needs, with regards to customer service. How the organisation meets the needs of the different customers at the same time as meeting its objectives. How the organisation's customer service policy makes sure that consumer protection laws are met. Improvements to customer service in the organisation to better meet the needs of the customers and the requirement of consumer protection. Describe the organisation, its objectives, and its commitment to customer service. The organisation I will be investigating for this unit is Tesco. The company is part of a Tertiary sector, which provides services to the consumers. Tesco. Tesco a leading food retailing company founded in 1924 by Sir Jack Cohen who used gratuity from his Army service to start selling groceries in London's East End markets. Since the first store opened in 1929 in Burnt Oak, Edgware, the company has grown and developed responding to new opportunities and pioneering many innovations. Brief organisational history. The organisation was set - up with the aim of providing goods and services to the public. Apart from Tesco opening new stores, in the early days, the company also dealt with laws on resale Price maintenance, which was introduced by trading stamps so as to reduce the prices to its customers. Customers collected stamps as they purchased their groceries and other items. When they collected enough to fill a book, they were able to exchange the book for cash or other gifts. In 1995, Tesco broke new grounds in food retailing by introducing the first customer loyalty card, which offered benefits to regular shoppers whilst helping the company discover more about its customers' needs. By 1995, the company became the largest retailer in the UK and is now market leader with over a 16.5% market share. ...read more.


Some staff are specially trained on the ingredients/ contents of some food items that is being sold in the store. For instance, staff who works in the bakery sections can identify products with or without nuts in them. They can also state products that are meant for vegetarians or people with allergies. Staff are trained on how to attend to customers when they arrive into the store. They have to be polite and smart with a smile on their face. This makes the customers feel welcomed and appreciated by the members of staff. A training section every three months in Tesco to help the staff improve on their customer service. During this training, the staff are reviewed on how well they are doing, then they would be informed if they would be given any bonuses or commission if they worked properly. Sometimes when a product is faulty/ damaged or expired, Tesco still sells the product but reduces the price to a really affordable price. Although they are in breach of the Sale of Act and Consumer Protection Act. But they make the idea 'a buyers beware product'. That way, they are informing the customers about the product's fault and no return or exchange would be given if found wrong. The Consumer Protection Act protects customers in relation to price and safety. This law states it an offence: * To mislead consumers as to the price of goods and services. * To mislead consumers over sale prices and claim exaggerated price reduction * To supply goods which are not reasonably safe. Trade Description Act - this act is designed to prevent the false or misleading description of goods, for instance * Selling goods which are wrongly described by the manufacturer * Implied description, e.g. a picture on a box which gives a false impression * Other aspects of the goods, including quantity, size, composition, method of manufacture etc. ...read more.


Continuous improvement is a philosophy that encourages all employees in an organisation so that they perform their tasks a little better every day. It starts from the assumption that business processes (e.g. production methods, purchasing, and recruitment) can always be improved. Evidence of successful Quality Circles suggests that there are no formal rules about how to organise them. However, the following guidelines are often suggested: the circle should not get too large - otherwise it becomes difficult for some circle team members to contribute effectively Meetings should be help away from the work area - so that team members are free from distraction, the length and frequency of quality circle meetings will vary - but when a new circle is formed, it is advised to meet for about one hour, once per week. Thereafter, the nature of the quality problems to be solved should determine how often the circle needs to meet, quality circles should make sure that each meeting has a clear agenda and objective, the circle should not be afraid to call on outside or expert help if needed. The consumer protection Act 1987 prohibits the supply of unsafe goods and makes it an offence to give a misleading price indication. For this reason products are placed in their rightful position where the price/ label is placed. Moreover, staffs are constantly checking the shelves. This is because if some customers are dissatisfied with the goods, they could place a complaint that would result in the company paying a fine. This way the company does not mislead the customers and sales are maintained. The overall changes that need to be made in order for the company to improve its current quality systems are introductions of quality assurance rather than inspection, company-wide quality programmes, quality- circles environmental quality systems, leadership training and team-building training. The company would benefit from reduction in re-working and scrap, internal checking and improvement policies, training of staff to reduce costs and waste and a better control of processes. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Functional Areas of Tesco

    If an employee has got bad working conditions then they will not feel motivated at work. This means they may not do the job correctly. This means if employees are not doing the job correctly Tesco as a whole will not be successful.

  2. Free essay

    Aims and Objectives of Tesco and McDonalds

    Because for Tesco to develop this website they have to provide these services and groceries. How communication helps Tesco achieve their aims and objectives. Communicational helps Tesco achieve most of the aims they set themselves. Tesco use many different types of communication to advertise their products.

  1. There 15 things what Tesco does to provide a good customer service to customers. ...

    Recommendation Overall, I believe this is a good customer service because this offers more options for customers to buy their food from and also might increase customer satisfaction. Tesco have special trolleys for disabled people. This means that disabled people can shop in Tesco's easily as it is easy to push around and put products in.

  2. Customer service Tesco's customer expectations

    The law treats failure to meet these obligations, as breach of contract and consumers would be entitled to seek redress if necessary through civil courts. The act protects buyers against shoddy workmanship, delays and exorbitant charges. The act states that all services should be carried out for a reasonable charge,

  1. The Boots organisation is a public limited company (PLC).

    Attitudes of employees changed due to their perceptions. Individual's perceptions might differ, mainly because individuals interpret information differently. An individual may take information differently therefore changing his or her attitude towards work showing a clear barrier of communication. * Inappropriate choice of communication channel Information has to be sent to the right recipient appropriately.

  2. How Tesco protects its customers!

    After a customer has ordered a service from Tesco they are still able to cancel it. Usually Tesco will make a contract between them and the customer that the customer cannot cancel the service until after 12 months. After this time the customer can choose to carry on being provided with the service or cancel it.

  1. Report: Type of ownership of J-Sainsbury

    General information on consultative management style Consultative managers would seek to consult other people before making a final decision. Alternatively, they will seek to consult people before implementing a decision. This type of manager wants to draw on more sources of opinion than jus him or herself.

  2. Hagar Cohen's work, Glass, Paper, Beans.

    The result of this is that Ruth and employees like her are now more subject to the demands and control of the company. Ruth is a supervisor, controlling others, and in turn she is controlled by her superiors. By controlling employees this makes them easier to manage, avoiding strikes and other costly stoppages of employment.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work