PIYUSH OJHAKEDARVIHANSOPHIYAVIKRAM VATSHALOK THAKUR

Delighting customers-Us grocery retailer wegman’s way

History

Started in 1916 by Walter and John Wegman

In 1930 they expended their product line

Adopted a self service format in 1940s

Consumer affairs department started in 1970s

“Shoppers club” electronic discount program introduced in 1990s

The I phone app and blog were launched in 2010

Cont… Opened Home improvement center Developed private label buying and its brand

items chain wise1970s

Installed ATM’s & provided service Federal credit union for employee created Fortune rated best supermarket in US for customer service

1st Pvt. Company offered child care service Became a most popular supermarket chain in NY Opened stores out side NY

2005-06

2007-08

1990s

1980s

Ranked 1st ‘best company to work for’ Employed 36000 people Ranked 2nd in fortune list of 100 co. to work

Ranked 32 in Supermarket news list Ranked 2nd on Fortune list Operated 71 stores

Strategy of Wegman’s

Providing quality service

Implementing policies

Create a positive work environment

Employee Training & motivation

Feed back form

Satisfying work experience and top salaries

401 Retirement plan

Vacation pay

Wegman’s way

Attractive displays and fresh product

Innovative ideas-cooking classes Variety in products Increase in sales Skillets of employees Best retention rates

Bubble chart

It is the competency model for store operation positions.

Highlights critical competencies required in performing of specific job.

These include skills used through out the store like safety, customer satisfaction and interpersonal skills.

Employees use the chart to determine the career path in order to achieve the goals.

Customer satisfaction

Customer is the king and should not only be satisfied but delighted

Profitability is a function of customer satisfaction

Customer satisfaction leads to word of mouth marketing

Features of Wegman’s way

Low attrition rate good customer service Inventory management Store lay out High pay and benefit to employee capacity planning Forecasting

Quality of Supermarket

Competence

Tangible

Reliability

Responsiveness

Assurance

Empathy

Capacity planning

Know how much stock can be maintain

Plan the floor area depending upon the customer’s demand for deferent products

Maintain comfortable ratio of sales staff per customer

Five value’s of Wegman’s

We care about people High standards are a way of life. we

pursue excellence in everything we do We make different in every community we

serve We respect our customers and employees We empower our people to make decision

that improve there work and benefit our customer and our company

Implementation plan

Discovery

Research

Business requirement

Competitive analysis Design strategy

Create strategy model Deploy

Test

Go live