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

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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.

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