Post on 21-Nov-2014
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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