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With reference to Sainsbury’s Supermarkets Ltd, analyse the strategic objectives and explain how Mentoring will contribute to the achievement of these objectives (with direct reference to ‘Delivering Great Service’

Extracts from this document...

Introduction

BABE/BAIB HRM Assignment topic Mentoring Your Name Hayley Scarfe The title you have chosen WITH REFERENCE TO SAINSBURY'S SUPERMARKETS LTD, ANALYSE THE STRATEGIC OBJECTIVES AND EXPLAIN HOW MENTORING WILL CONTRIBUTE TO THE ACHIEVEMENT OF THESE OBJECTIVES (WITH DIRECT REFERENCE TO 'DELIVERING GREAT SERVICE' FULLY DISCUSS THE IMPLEMENTATION AND RECOMMEND STRATEGIES PRIORITIES AND TIME SCALES FOR IMPLEMENTING YOUR CHOSEN TOPIC. A brief outline of the plan for the assignment including why it is an issue and you likely conclusions. (If you like an abstract) An analysis of the 'Delivering Great Service' strategy that is currently being applied by Sainsbury's Supermarkets in relation to mentoring. And how the objectives of the strategy are being achieved. A list of material and people you intend to consult (give proper details) * Torrington,D and Hall,L and Taylor,S (2002), Human Resource Management, Prentice Hall Europe, UK * Marchington,M, Managing the Team * Megginson, D. and D. Clutterbuck, (1999), Mentoring in Action, Kogan Page Limited, UK. * Parsloe, E. (1999), The Manager as Coach and Mentor, (2nd Ed), The Guernsey Press, Channel Islands. * Norton, B. and J. Tivey. (1995), Management Directions, The Institute of Management, UK. * Delivering Great Service, Colleague Briefing Leaflet, 2001 * Business Update, Sainsbury's Intranet, 28th January 2002 * The Importance of Service, Delivering Great Service - Store Managers Tool Kit 2001 Approved by Date HAYLEY SCARFE (00957807) ...read more.

Middle

As you can see from the diagram the Store Manager is responsible for the entire store with a team of Duty Mangers and Department Managers on hand to share responsibilities and the running of the store filtering down to the Store Colleagues. 4.2 DEPARTMENTAL MANAGEMENT I have already discussed the implications 'Delivering Great Service' has on all colleagues in respect of what it's objectives require from everyone to be successful (making shopping easier, making shopping more enjoyable and presenting inspiring products), but I haven't discussed the implications the Department Manager faces. 4.2.1 DEPARTMENT MANAGERS ROLE The Department Manager's role within the company is to communicate the importance and relevance of all business decisions and strategies to his or her Department Store Colleagues. Thus the Department Manager is responsible when explaining the 'Delivering Great Service' strategy to his or her Department Store Colleagues and ensuring that they all have a full understanding and appreciation of the importance and the implementation of the Service Promise targets (previously outlined) and what they have to do. Not only does the Department Managers have to do this, they have to achieve it with the support and co-operation of Department Store Colleagues. In essence the Department Manager has: 'TO MOTIVATE COLLEAGUES TO WANT TO DELIVER THE SERVICE PROMISE TO OUR CUSTOMERS, EQUIPPING THEM WITH SOME OF THE SKILLS TO DO THIS'i ('DELIVERING GREAT SERVICE' THROUGH CUSTOMER OBSESSION, MISSION STATEMENT, 2001) ...read more.

Conclusion

and encourage the Department Manager to have confidence when communicating with their staff. 4.6 HOW SERVICE PROMISE IS DEVELOPED THROUGH MENTORING. Through the improved skill base the Department Manager will have developed through mentoring and will be able through the Service Promise (objectives if the 'Delivering Great Service' strategy) to achieve stated objectives through actions completed, as seen below: 1) 2) 3) 5.IMPLAMENTATION OF TIMESCALES But what time scale are we looking at? 'Delivering Great Service' is a strategy that is in Stores NOW and Department Managers fully understands its implications NOW, it's not planned to reach a Store in 6 months, results are expected to show in 6 months. With such a constraint on time I propose the following timescale strategy: 5.1 STORE IMPLEMENTATION TIME SCALES 6. CONCLUSION In conclusion it can be seen that the implementation of ''Delivering Great Service'' has allowed Duty and Departmental Managers to grow in their roles. The mentoring skills of the store management are developed therefore allowing them to implement the strategy outlined and provide the highest level of customer service on the shop floor. As this is what 70% of customers require in order to have a satisfied shopping experience that is easy, enjoyable and inspiring. This will allow them to compete with their market competitors to the highest advantage and regain the market share, which they have lost. ...read more.

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