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The chosen organization that shall be analyzed is Thringstone Supermarket, a well run, off license/newsagent located in a village called Thringstone, based in Small Heath.

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Introduction

1.1 Introduction The chosen organization that shall be analyzed is Thringstone Supermarket, a well run, off license/newsagent located in a village called Thringstone, based in Small Heath. The organisation is owned by a married couple named Mr and Mrs Varu who are the sole proprietors. They sell a variety of products and ensure that customer needs and wants are met. Thringstone Supermarket has many regular customers, as this is one of the main Supermarkets as you enter in to the village. The supermarket is one of the local stores that are recognized by its entire local people as it offers a great variety of products. Within the Supermarket many products are sold including: � Groceries � Confectionary � Newspapers, Magazines � Cards � Stationary � Alcohol � Foods such as dairy products � Frozen foods � Automated Teller Machine (ATM) 2.0 DESCRIPTION OF THE SERVICE CONCEPT The service concept "is the way in which the customer perceives the organizations services" (Johnston and Clark 2001). There are four key elements that form the service concept: � The Service Experience - Customers encounter different experiences which may vary from time to time when using a particular service. Mr. and Mrs. Varu can contribute to the service concept by delivering a friendly customer service experience, to make customers feel welcomed, this is what they expect. The customers want to do their shopping in a stress free, friendly environment and this is what Mr and Mrs Varu aim to achieve. ...read more.

Middle

If Thringstone's has boxes of goods and baskets around the store this will influence the customer to shop in another place. * Products are neatly presented at Thringstone's so that they are attractive to look at. Special displays are set out for the best presentation. A messy environment will make customers think twice about where to shop. * Availability of goods is always there i.e. if customers require a certain product that is not in stock, Mr. and Mrs. Varu can make sure that he orders it in so that it is made available for the customer the next time round. * Long queues will make customers uncomfortable, especially if they are in a hurry. Mr. and Mrs. Varu could loose money due to this. 4.0 Process Mapping The service process map "combines the insights of flowcharting the service delivery process with the power of multivariate data analysis techniques" (Collier 1991). The design of the service is important because the customer is directly and immediately involved in the delivery transaction. The customer is present and involved and they may even serve themselves. Appendix 2 provides a service process map for Thringstone's. 4.1 Analysis of Process Map A method for analyzing the process map is by answering a set of questions to derive maximum advantage from it, these questions are obtained from Johnston & Clark (2001). * Does the process support the strategic intention? Mr. and Mrs. Varu's main objective is to provide a high quality service for there customers. ...read more.

Conclusion

Another area for improvement could be that a barcode system could be implemented, because at present Mr. and Mrs. Varu are running on a manual tilling system whereby they type in the price by hand and this is also another indicator of time wasting, thus leads to frustration for customers. This bar coding system could be implemented by scanning products through a computer which informs them what stock is in and it can also speed up the process dealing with all the customers without them having to waste time in queues. By using the computer bar code system this can help implement the Just - In -Time Process. Instead of Mr. and Mrs. Varu going to the cash and carry, he can check on the computer of the goods, which are running low, and have them delivered by the cash and carry, this will result in less money being held in stock and also lead to extra space saved by not having unwanted stock, which can instead be converted into extra shop floor space. Thirdly, staff are to be trained so that they are multi-skilled. This will enable them to carry out a variety of jobs rather than just the ordinary replenishing of stock. For example, if they are till trained then the delivery system will be faster and this will lead to customer satisfaction. Overall, Mr. and Mrs. Varu can have competitive advantage over other newsagents in the area, as they will be using the more traditional approach and therefore by saving storage space, they can convert the back office area into shop floor space, which means they can sell extra products and will mean that customers are happy with the delivery of the service. ...read more.

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