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Introduction

Aims and Objectives of Tesco Tesco like any other company has aims and objectives that they create and try to meet within a set time. Operating on such a large scale requires a clear path for overall success and to sustain market position, therefore Tesco obviously takes setting aims and objectives as a serious task. Clearly Tesco has been successful and I believe this has been through setting 'SMART' objectives which provided firstly the company with a clear path on where they want to go, and each store with a path on what they must do to meet the overall goals of Tesco as a whole. Realistically in today's modern world there is now more need to concentrate on other factors than just financial ones for a company to be successful. Companies need to evaluate ethical factors as well as customer centred factors and examine how to meet them. Tesco states that their core purpose is 'to create value for customers to earn their lifetime loyalty' as their success depends on it. Tesco believe in treating their customer and staff in the best way possible and try to best meet their needs. Tesco believes that if their team find the job rewarding then they are more likely to give a better service to their customers, thus creating a better shopping environment. In order to try and meet their overall aim Tesco introduced the 'Every Little Helps Strategy'. This strategy was the result of years of research carried out on customers. The research basically involved Tesco asking the customers what they liked about shopping at Tesco and what they didn't like so they could rectify the problems. The problems were dealt with quickly and were put into Tesco's management tool, which allowed staff to monitor the success of the strategy on a day to day basis. Tesco also created its own management tool called the 'Steering Wheel' which was adapted from the 'balanced scorecard' invented by Professor Robert Kaplan. ...read more.

Middle

Paul explained to me that a couple of years ago Tesco Monaghan introduced a special rewards scheme giving customers �30 back every 6 weeks. This offer required customers to spend at least �50 in store each week consecutively for 6 weeks. This encouraged customers to do their weekly shop in Tesco Monaghan as they were rewarded for it. Paul claims this scheme helped Tesco maintain their profits when LIDL opened and was a successful measure. In conjunction with the Loyalty Card Programme shopping in Tesco Monaghan is very rewarding for the customer. The Loyalty Card programme allows customers to gain 1 point for every � they spend in store. When they get 100+ points they can cash in for vouchers, holidays and other services. Tesco Monaghan is an efficient firm and is successful at meeting its aims concerning profit. Provide an interesting job for staff One of the biggest challenges for any business nowadays is the ability to attract and retain a good workforce. Tesco wants to attract people from all races, backgrounds and religions, people with disabilities, part-timers, young and older people to work in their stores. In order to achieve this Tesco understand the need to provide a variety of career paths and patterns of working, a good work-life balance and comprehensive employee benefits. Tesco have also identified the need to provide lifelong learning and workplace training that brings employees from all walks of life to similar skill levels. Tesco believe that by creating a great place to work and giving people interesting jobs, their staff will in turn look after their customers. Tesco believes in trying to provide a culture within the company where all the staff gives their utmost best, enjoy their work and are well rewarded, trusted and respected. Tesco believe that diversity is a strength and they promote it within the company under their 'Everyone is Welcome at Tesco' policy. ...read more.

Conclusion

To meet with even further increasing demand for better parking facilities Tesco Monaghan also purchased a small plot of development land. It is near the shopping centre and they are currently building a multi-story car park on it. This car park will see the creation of 400 new car parking spaces. In order to try and deal with the other main customer dissatisfaction factor (queuing time) Tesco Monaghan has taken a number or measures. Firstly they completed an in-depth analysis study on the efficiency of their staff with regards to customer volume. From this study they were able to establish that they were understaffed. As a result of this under staffing Tesco Monaghan employed 4 more staff and made another strategic decision. They were the first branch in Ireland to install the automated express self service tills which replaced the need for a member of staff to cover each till. This was a huge investment which Tesco Monaghan believes has been successful as these tills are in full operation every day and customers are making the most of the facility. As a result of these measures taken customer queuing has been drastically reduced with the average customer queuing time now 2 minutes. Tesco Monaghan ensure that every customer entering the store has access to either a basket or a shopping trolley and stock more than required. All of these facilities are maintained to a high quality and inspected on a monthly basis. If they do not pass the inspection for some reason they are recycled and a replacement is ordered. Tesco Monaghan like all the other Tesco Ireland stores also provide customers with rewards on their Clubcard depending on the amount they spend. Customers are therefore gaining points for simply doing their usual shop. Points build up and do not expire over time, when a customer gains so many points they can exchange them for vouchers and other money off incentives. This scheme rewards the customer for shopping with Tesco Monaghan and encourages customers to return on a regular basis. ?? ?? ?? ?? Shane McCudden 18 Sept 2008 Page:1/14 ...read more.

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