5006 saif ullah farhan

[UNIT 5006 ]CONDUCT A MANAGEMENT PROJECT

2012BRADFORD REGIONAL COLLEGE

SAIF ULLAH FARHAN

5006 SAIF ULLAH FARHAN 260

ContentsQ 1: Be able to identify and justify a management project

Introduction

Aims :

Objectives of the research

Scope

Q 2: Justifying the aim , objective and the scope

Identification of sources data and information for the project :

Analysis of the data and information to meet the project aim :

SURVEY QUESTIONNAIRE

Determining an option or alternative that meets the project aim

Q 3 Evaluating the research to mention conclusion .

Recommendation and assessment of the project .

. Assess the impact of the project recommendations .

Q 4: Medium to be used to show and produce the result of the project .

Results of the project :

Impact of project on work - related area

REFERENCES

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Q 1: Be able to identify and justify a management project

Introduction

Asda Stores Ltd. is a British supermarket chain which retails food, clothing, general merchandise, toys and financial services. It also has a mobile telephone network, Asda Mobile. Its head office is at Asda House in Leeds, West Yorkshire.

The purpose of this research project is to about how having good customer service is can develop between staff and their customers in store. This research will also look at the advantage and the disadvantage of having the good relationship with the customers.

Aims:

● To analyse and examine of different best approaches that Asda can uses for providing good customers services to developing the customers loyalty at Asda in stores.

Objectives of the research

The main objectives of this research are;

● To analyse the effectiveness of Asda strategy in retaining its customers loyalty.

● To identify & evaluate how retail organisations attract customers and maintain them loyalty.

● To identify & evaluate the various methods used by Asda to attract maintain customer’s loyalty.

● To critically compare the methods used by Asda.

Scope

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Scope of the project is to maintain loyalty of customers and on which company is best position in the supermarket business in terms of offering the best customer services.

Q2: Justifying the aim, objective and the scope Now a days there is too much competition in the market so to increasing the business the best way is to giving good customer service to get the loyalty of the customer. Satisfied are very beneficiary for the organizations but unsatisfied are more dangerous

Satisfied customers are most likely to share their experiences with other people to the order of perhaps five or six people.

Equally well, dissatisfied customers are more likely to tell another ten people of their unfortunate experience.

So satisfying customer and gaining their loyalty is very important for an organization and being a best retail organization.

Others, like Albrecht and Zemke (2001) have suggested that customer satisfaction is about leadership issues. Organisation’s leaders should ensure the proper and requite training of staff; provide them with the necessary motivation to ensure that they deliver the bespoken customer experience to consumers when they come into their store. It therefore become incumbent upon leadership to ensure that good customer’s services is modelled on these values. Marketing is, after all, everything you do to reach and keep customers; and every available resource that the organisation has should be used to achieve this. Therefore, any organisation that commits to marketing customers services the focal point of its marketing strategy has an opportunity to gain a great competitive advantage. Today, organisations that understand and deliver effective customer services will stand out in a customer’s mind when compared to the poor customer services that is delivered by many organisations.

Identification of sources data and information for the project:

There are two main sources of data and information

Customer

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Customer service representative

Analysis of the data and information to meet the project aim:

McIlroy and Barnett (2000), “in a business context loyalty has come to describe a customer’s commitment to do business with a particular organisation, purchasing their goods and services repeatedly, and recommending the services and products to friends and associates”. Anderson and Jacobsen (2000) said customer loyalty is actually the result of an organisation creating a benefit for a customer so that they will maintain or increase their purchases from the organisation. They said that true customer loyalty is created when the customer becomes an advocate for the organisation, without incentive.

I will arrange a survey questioner and distribute in the customers to get some feedback and idea to minimise complains and maximized their loyalty on Asda.

The questionnaire is an instrument popularly used within the survey strategy and is one of the data collection techniques widely employed in business and management research (Saunders et al., 2009). It includes telephone questionnaires, postal questionnaires, online questionnaires and structured interviews. This method is an efficient way of collecting data from a large population since participants are usually asked to answer the same set of questions. This format has successfully been used in the past by other researchers due to its ease and the ability to generalise. It is also alleged to be superior and more authoritative and allows the collection of large amounts of data in an economical way (Saunders et al., 2009; Bailey et al., 2000)

SURVEY QUESTIONNAIRE

Hello! I appreciate you spend some time to answer the following questions. This survey was designed to study your shopping experience with ASDA. Please tick the box or circle the appropriate number where appropriate.

Thank you for your cooperation and support! Your opinion is very important to us!

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ALL YOUR RESPONSES WILL REMAIN STRICTLY CONFIDENTIAL AND ONLY AGGREGATE RESULTS WILL BE REPORTED. You will not be identified at any stage of the analysis, nor in the publication of results

Please read the instruction before answering

Please indicate your level of agreement or disagreement with each of these statements regarding the store you visited.

Please fill √ in ( ) at the appropriate option, if your copy is electronic copy, please use red mark in corresponding ( ).

This is not a test. There are no right or wrong answers to the questions. I am interested only in your opinion and there are no differences for any choice.

Strongly

agree

Agree

Neutral

Disagree

Strongly disagree

Stores are conveniently located.

Store hours are convenient for my shopping needs.

Store atmosphere and decor are appealing.

A good selection of products was present.

Store has the lowest prices in the area.

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Merchandise sold is of the highest quality.

The products sold are a good value for the money.

Product displays are attractive.

● Overall, how satisfied or dissatisfied are you with the store?● Very Satisfied [ ]● Satisfied [ ]● Neither Satisfied Nor Dissatisfied[ ]● Dissatisfied[ ]● Very Dissatisfied[ ]

● How satisfied or dissatisfied are you with the price of the items you purchased?

● Very Satisfied[ ]● Satisfied[ ]● Neither Satisfied Nor Dissatisfied [ ]● Dissatisfied [ ]● Very Dissatisfied [ ]

● How satisfied or dissatisfied are you with the quality of the products?

● Very Satisfied [ ]● Satisfied [ ]● Neither Satisfied Nor Dissatisfied [ ]● Dissatisfied [ ]● Very Dissatisfied [ ]

We distribute the survey questioner among our store customer to get feed back

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RESULT FROM SURVEY QUESTIONARY Strongly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied

Store hours are convenient for my shopping needs. 50

6 15

5 4

Store atmosphere and decor are appealing. 30

20

15

10

5

A good selection of products was present. 36

24

10

8 2

Store has the lowest prices in the area. 5 6 10

25

34

Product displays are attractive. 43

17

16

3 1

Overall, how satisfied or dissatisfied are you with the store?

39

20

10

8 2

How satisfied or dissatisfied are you with the price of the items you purchased?

4 16

17

4 39

How satisfied or dissatisfied are you with the quality of the products?

45

15

10

10

0

After getting the survey result I decided to discuss the result with the service representative of the ASDA stores of the west York shire.

The main problem which is observed by the questioner survey distributed in the customer is that Prices in the store are bit higher than other retail store in market.

Determining an option or alternative that meets the project aimIn evaluating these alternative good customer services and gaining the loyalty of the customer is the most appropriate idea and realistic to overcome problem for the Asda.

To decease the prices of products is very necessary due to economic crunch in world to increase business

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1 st option first option is to decrease the prices of the thing in the store.

2 nd option second option is to introduce some value quality things in the store.

3 rd option third option is to import thing of a reasonable quality from other country and after the checking quality and do packing in Asda ware houses.

If we discuss the first option decrease the prices of the products keeping the quality same so that’s very hard to run the business.

According to the cost benefit analysis cost will be increased in that case and profit will decrease.

In second option we cannot trust on other companies in that why the quality of product can be effective.

The third option the more suitable because in that way we can check the quality of product by self and pack them nicely and presentable.in that why we can introduce the cheap product in our company with reasonable quality.

Q3 Evaluating the research to mention conclusion.The research has a very specific aim, objectives and scope. The researcher faced many problems which are explained below.

• Short time.

• less-funded.

This project has some positives influences on me as I got much understanding that how things should be organised and how complications should be sorted out in nice manner by using personal management skills. This project is a healthy activity and it will help me in future when I will an issue of management. It also gives me good information.

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As this project is totally linked with workplace I found some problem during this research. First of all I feel the limited time problem because this is not a big organization and I had to get back to my job and secondly funds were also limited and owing to all these two problems I was not able to gather data from old customers.

Recommendation and assessment of the project.As my research I choose to import the product from the other country which is best value for the money in the market. After importing the product we decided to check the quality of the product under own quality and insurance department. After all this procedure we will packed these product in own ware houses to make a value product for our customer. That way we can get our customer loyalty by providing a product good in quality and best in value in the market.

PLAN OF ACTION

S#Task Objective DurationResponsibility

1 Meeting with import and export companies

● Contact with import and export companies

● Ask them for samples

1 week Manager

2 Quality check

● Analysis the quality of products

● results

3days Quality and insurance department

3 Price analysis

● compare price within market

● results

2days Manager

4 Deciding products

● comparing quality of products with price of products

● choosing best value product

5 days Higher management

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5 Importing product

● According to need import products from suitable import export company

week Contract department

6 Quality check

● After importing the product our quality and insurance department check the quality of product to maintain the reputation of company

5days Quality and insurance department

7 Packing ● After quality check the products are ready to packed in asda ware house

2 weeks Warehouse department

After 6 week the product name with Asda Value products are ready to sale in the store in the best value of money in the market.

The aim of the project is to improve sale and customer satisfaction level. After implementing the recommendations the customer will be happy

. Assess the impact of the project recommendations. Due to introduction a new products named Asda Value product in the Asda Stores new customers are start coming. Due to finial crunch lot of our old customers compliant about the prices of the products in the stores but after introducing the value product they are satisfied. Our business is increased as well.

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Due to increase of the sale of the value product other brands product sale is affected. We gain lot of customer but our other brand sale is affected. But the every business main objective is to increase sale, satisfied customer and making profit so they are satisfied with introducing new product

Q4: Medium to be used to show and produce the result of the project.The researcher will present this project to higher management directly and will discuss all issues and problems. For discussion of this project the researcher will arrange a meeting with director. Appoint will be made for meeting by calling sectary.

Meeting preparation

Preparation is a necessary part of the effectiveness and efficiency to maximise the objective. To arrange a meeting is very important to know about the following aspects.

● Knowledge and experience to subsidise.● Skills to be positive.● Inspiration to want to see outcomes.● Authority to make conclusions.● Need to be up-to-date.

I arrange a meeting with the customer service representative of West York shire to improve the customer service in the store

Meeting

Venue: Gliton Hotel Bradford

Date: 12th March 2012

Time: 05:30 pm to 06:3011


Agenda: To improve the customer service to gain the loyalty of customer

Dear seniors and colleagues, the reason of this meeting is to discuss the improvement of customer services. It has been observed that ‘ASDA is one the biggest outlets of retail store in Halifax. But we need to improve our customer services to gain the loyalty of customers. (10 minutes)

Observation has been made on the basis of the survey questionnaire which was distributed among the people. According to the report most of the customer complains that prices of the things are bit higher than other retail store in market (15 minutes)

Outlet is consist on the agenda to decrease the prices of things in store for customer because most of customer cannot afford so that due to this we are now start losing customer.

Moreover, advertising is also essential to make people aware of this service. Advertisement will play a great role to deliver the information of preferable service among the residents of West york sire. (25 minutes)

Feedback can only be provided by the customer service representative of the company on after considering the points of this agenda. Due to the lack of time rest of the people can provide their feedback and suggestions through email. Next meeting will be at the same place. Time and date will be informed after deciding. (10 minutes)

Refreshment will be served during the meeting

Results of the project:

The results will be very good; customer fined a product with good value of money. Company increased his sale and succeeded to get customer loyalty. Not just that company succeeded to get attention of the more customer in the market.

Impact of project on work-related area

This project has two different impacts. First it has very good impact on me as it is mentioned in 3.1. Secondly after this project I analyzed

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my management skills and I came to know that I can be a good manager and I have ability to manage things and solve issues. Apart from all these it provides good information regarding studies. After meeting all information and suggestions are passed, so the whole process is ready for an implementation. Directors and the management team will be the responsible for further conclusion. Accounts department needs to finalize the budget. Process is very simple which does not require too much effort.

Estimation value of the implementation of this objective is very clear. But there were some other issues which are also considerable i.e. during this research I did not focus on my work properly, a great load of work on other staff especially in busy time with my absence. But positive impact of the project which is approval of new installation of telephonic line can overcome all these problems in future.

Considering all these recommendations it will have a positive impact on the work-related area. It will increase the attention of the customer service which will able to increase the level of customer satisfaction.

REFERENCES ● Andrea McIlroy, Shirley Barnett, (2000) "Building customer

relationships ● Anderson, H. & Jacobsen, (2000) Creating Loyalty: It’s

Strategic Importance in Your Customer Strategy. In S. A. Brown,Ed.

● Albrecht,K and Zemke, R. (2001).Service America in the New Economy. New York: McGraw-Hill.

● SAUNDERS,M., LEWIS, P. & THORNHILL, A. 2009.Research methods for business students, Pearson Education.

● BAILEY,A., JOHNSON, G. & DANIELS, K. 2000. Validation of a multi-dimensional measure of strategy development processes. British Journal of Management, 11, 151-162.

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Business

5006 saif ullah farhan