...⃰ JOHN LEWIS – A CUSTOMER SERVICE CASE STUDY Prepared for Dr. Cao Dinh Kien Instructor of the course Applied Integrated Business By Man Hong Ngoc Class: FB6A ***** October 27, 2015 I – Introduction John Lewis The John Lewis Partnership is an employee-owned UK company, which operates John Lewis department stores, Waitrose supermarkets and some other services. The company is owned by a trust on behalf of all its employees – known as Partners – who have a say in the running of the business and receive a share of annual profits, which is usually a significant addition to their salary. The group is the third largest UK private company in the Sunday Times Top Track 100 for 2010. Additionally, John Lewis also has the distinction of being UK’s best high-street website after beating M&S in October 2010. Moreover, John Lewis is one of the UK’s top ten retail business with 27 John Lewis department stores and more than 166 Waitrose stores. The first store opened in Oxford Street London in 1864 with the first branch of the Waitrose chain opening in 1904. John Lewis has been known for providing a unique source of competitive advantage that has fuelled 75 years of profitable growth and a reputation among customers and suppliers unparalleled in the UK retail industry. The John Lewis Partnership is a visionary and successful way of doing business, boldly putting the happiness of Partners at the centre of everything it does. II – Reading the case study ...
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...about customer service 3 II. Summary of John Lewis case study 4 (A good customer service) III. A bad customer service: VNPT's Internet Operator 7 A. Company's overview 7 B. Analysis of the case and causes 8 1. The registration procedure 8 2. The level of staff and technicians 9 3. The attitude of the staff operator 10 C. Recommendations 12 IV. Conclusion 14 V. References 15 Introduction about customer service Customer service is the way a business looks after its customers. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation". Customer service has to be a team effort and not just the responsibility of employees who deal with the public directly. Providing good customer service is a vital part of managing a business. Most customers have the option to go elsewhere if the quality of customer service is lacking. On the other hand, good customer service is a source of competitive advantage. Good customer service leads to customer satisfaction. Satisfied customers are more loyal and profitable. Dissatisfied customers take their money elsewhere – and tell their friends about the poor service they have received. A good customer service bring a lot of benefit to the company if they have one: increasing sales, customer loyalty, enhanced public image, more effective workforce. Satisfied customers will lead...
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...Examining Emotions, Attitudes, and Job Satisfaction Trader Joe Kimberly Love Dr. Thomas Schaefer Business 520 Leadership and Organizational July 20, 2014 Trader Joe’s founder had a perception for his stores after vacationing in the Caribbean. He perceived that the customers would try new things while on vacationing. Also realized that less is better. Many time customers buy more when there is less to choose from in that store. Their attention is only selective when there is not a big variety of supplies. Trader Joe case describes the business practices and how they reinvented themselves. Trader Joe’s set themselves apart from the 7- Eleven style store they had and they became top competitors to Whole Foods and Dean and Deluca giants. The case gives a description on the history of the retail chain and various aspects of its unique business practices. The retail store offered a selection of exclusive, which were mostly private-labeled products, and replaced poorly performing products with new ones. Trader Joe’s is a small supermarket chain which offers a limited selection of unique food products at reasonable prices. It sales most of its products under the private label 'Trader Joe's' and its variants. T.J. targets its stores at highly educated and travelled, but not necessarily wealthy, segments of the population. Trader Joe has a team of experienced buyers, who does extensive traveling and research before bringing new products into the stores (Palmeri...
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...strategic approach to HRM be a source of competitive advantage to an enterprise? Illustrate your view by reference to relevant literature and case studies drawn from GSN406 course materials. “The most powerful of the strategic configurations of power remains people... you must work on developing an organizational espirit de corp that aligns the hearts and minds of your staff with the aims of the business”. (Boar 1997, p. 196) Acronyms used in this paper: HR Human resources HRM Human Resources Management SCA Sustainable Competitive Advantage SHRM Strategic Human Resources Management Student: Jason D Bingham Student no.: Unit: GSN406 HR Management Issues Assessment: 1 (15% weighting) Word limit (( 1000) 1047 (excl. list of references etc.) Lecturer: Due date: Friday 25 May 2001 Table of contents 1.0 Introduction 1 2.0 Definitions 1 2.1 Human Resource Management 1 2.2 Strategic management 1 2.3 Competitive advantage 1 3.0 Strategic approaches to HRM 1 4.0 How SHRM can provide competitive advantage 2 5.0 Validation of SHRM: Case studies of successful firms 3 5.1 SAP (Australia) 3 5.2 Delta Airlines (USA) 3 5.3 Pepsi-Cola International 3 5.4 Apple...
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...SERVICE RECOVERY IN HEALTHCARE Customers’ satisfaction with a company can be profoundly impacted due to service failures and subsequent efforts of recovery. This is especially so in the healthcare industry where service recovery covers a vast range of complex issues and highly emotional patients (Berry and Bendapudi, 2007) whose level of tolerance is usually lower after a service failure (Matilla, 2004). Therefore, the need for service recovery strategies is very important. The purpose of this essay is to discuss the concept of service recovery, particularly in healthcare. This purpose will be achieved through utilising, exploring and analysing a wide range of literature written on the topics of service recovery and service recovery in healthcare. It will look at service recovery – its definitions and its dimensions, and it will discuss it as it is applied to healthcare. Finally, it will look at generational differences and their possible effects on service recovery. Failure often takes place when a customer’s experience and their expectations of a service are different. Maxham (2001) defined service failure as ‘any service related mishaps or problems – real and/or perceived – that occur during a customer’s experience with the firm’. It is believed that the single most important factor that leads to service failure lies within the nature of service itself, which creates endless possibilities for errors and consequently the need for service recovery. Smith and Bolton...
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...I will do research on Royal Mail for the public sector along with John Lewis for the private sector. Task 1 Assessment Criteria 1.1 Evaluate the inter-relationship between the different processes and functions of a selected organisation. Include the following for a selected business organisation: mission statement, corporate culture, aims/objectives, business functions (e.g. human resources) business processes (e.g. management, operational and supporting processes). Selected organisation: John Lewis John Lewis Mission Statement John Lewis mission statement is to for the sole purpose ‘happiness of all our members, through worthwhile, satisfying employment in a successful business’. Where success is measured on our ability to sustain and enhance our position both as an outstanding retailer and as a thriving example employee ownership. With this in mind John Lewis strategy is based on three interdependent objectives partners, customers and profit. Corporate culture John Lewis has a good corporate culture which sets a standard for other businesses who do not follow this culture. John Lewis believe that all their employees should own part of John Lewis and therefore each employee holds a certain amount of shares of the company which is not available to the public and only the employees of John Lewis are the shareholders of the company. John Lewis follows certain principles define how John Lewis runs the business and who they are. The purpose of the business is...
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...Table of Contents Table of Contents2 Introduction4 Expectancy Theory 12 A team is a set of people with a range of different skills that will ideally have objectives that contribute to the overall corporate strategy of the business (The times 100).13 13 Factors Promoting Development of Effective Teamwork in Organisations13 Communication14 Diversity14 Evaluation of the impact of Technology on organisations (LO 4.3) 14 Conclusion 14 Bibliography14 Guy’s and St Thomas Hospital17 John Lewis Partnership17 Organisational Culture18 CONCLUSION19 Bibliography19 Executive Summary This report is for the principal of City College, Mr Wakefield as they are preparing to take over Abbey College, a college that, due to recession, it went into administration. It will start with a comparison between different organisational structures and cultures and will continue with an explanation on how the relationship between structure and culture can impact performance in a company. I will discuss the factors which influence individual behavior at work. I will also compare the effectiveness of different leadership styles and will discuss the impact of these styles may have in organisations. I will continue with explaining how organizational theory underpins the practice of management and I will evaluate different approaches to management used by different organisations and will compare the application of different motivational theories within the workplace. I will also...
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...BY Adawari Josiah Jumbo Student Number: 15622057 2010. Impact of Operations Strategy in the success of Firms: A Case study of Bunge Limited i. Impact of Operations Strategy in the success of Firms: A Case study of Bunge Limited By Adawari Josiah Jumbo Student Number: 15622057 Submitted To Laureate Online Education & University of Liverpool – Online Masters Degree In Partial fulfillment for the award of Master of Science (M.Sc.) Degree in Operations and Supply Chain Management Instructor: Dr. Armin Zehtabchi 2010 ii. DEDICATION This project is dedicated to my beloved wife and children for their understanding and support. My Instructor, Dr. Armin Zehtabchi is also to share from this for his supportive challenges and encouragement. . iii. DECLARATION I hereby declare that the work done in this project is entirely mine and has not been presented to any University for the award of any degree; that it was supervised by Instructor, Dr. Armin Zehtabchi. Adawari Josiah Jumbo iv. ACCEPTANCE Accepted by, Laureate Online Education & University of Liverpool – Online Masters Degree, in partial fulfillment of the Master of Science (M.Sc.) Degree in Operations and Supply Chain Management. Instructor: _________________________________________ Dr. Armin Zehtabchi v. ACKNOWLEDGEMENT I have the pleasure to...
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...Case study notes This case study explores a very unique organisation: W.L. Gore Associates. It explores the role of organisational management and culture within a very innovative firm, which is responsible for some very well-known products such as the famous Gore-Tex fabric, and yet few people know much about this remarkable organisation. It is operated in a way similar to that of a cooperative such as The John Lewis Partnership in the UK, where the employees are also owners. In addition, the organisation seeks to minimise management with the emphasis on action and creativity. Case study questions 1. Explain what happened to the Gore-Tex brand after the patent expired. What activity can firms use to try to maintain any advantage developed during the patent protection phase? Competitor products emerged (generic versions if you like). To compete, it was necessary to develop the brand. This is something that has not happened. What else could it do? 2. List some of the wide range of products that the Gore-Tex fabric has been applied? All sorts of clothing, shoes, coats, etc. Also, windsurf sales and kite surf sales. What else could it be applied to? 3. It seems that Gore Associates is heavily orientated towards technology. What are some of the dangers of being too heavily focused on technology? Myopic views such as not listening to customer views, too focused on technology. Missing opportunities that may exist, which involve minor changes. Also, marketing mix considerations need to...
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...Lincoln Electric: A Case Study Joe Attinello Cali Cook Alia Goss Kurt Oliver Mark Strom Mike Torbenson Business 305 Linda Gibson October 7, 2005 History and Background Lincoln Electric today is the worlds leading manufacturer of arc welding products, and also is one of the leading producers of electric motors, which was their very first product. John C. Lincoln is the founder of Lincoln Electric, which opened in 1895. He previously had been working for the Elliot-Lincoln Company who was a producer of Lincoln’s electric motors, but during the depression the company had lost so much he was forced to leave. Using the $200 he earned from redesigning an engine for Herbert Henry Dow, John opened his new business, with electric motors of his own design as the main product (Buller/Schuler, 2006). During that first few years the company grew but had some setbacks, which include a fire in the first year of operation. In 1906 John incorporated his business and moved it from a fourth floor room in a factory he was in, to a newly constructed three-story factory. He then expanded his work force and the sales grew to over $50,000 a year (Buller/Schuler, 2006). In 1907, John’s brother James joined him as a salesman and to help manage the company, as John preferred to be more involved in the inventing stage and less in the management of the products and company (www.lincolnelectric.com/corporate/about/history.asp). Over the next few years the product line was expanded...
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...Artemis Sportswear Proposal Alyssa Casler, Derrik Carr, John Humphrey, Raven Porter, Tieran Dysart Comm/215 Oct 13, 2014 Rebecca Kinney Artemis Sportswear Proposal When running a business, there are many factors that go into a successful business. Keeping your customers, shareholders, and employees happy will determine if your business fails or succeeds. The biggest part in keeping a business thriving is if it is making money. We could raise prices and leave everything the way it is, but that could lead to a decline in customers. Raising the prices with no inside changes to how the business runs could also scare away investors or lead to less interest in our company. This could also lead to our employees not having very much confidence that we will be around as a stable job opportunity. During the recession, many companies were losing profits and created unnecessary risks in search of growing their profit margins (Mariotti, 2011). This is the basis of the proposal to increase Artemis Sportswear profits without taking unnecessary risks. The four points labor costs, operational costs, marketing, and non-essential costs will guide us in increasing profit margins without taking unnecessary risks. Another point we will discuss is the impact on morale and possible solutions to alleviate the impact on our employees during these changes. Even though, there could be a negative impact on workers and productivity, cutting operational expenses will increase profits and could help...
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...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...environment 3.5 Changes in marketing infrastructure and practices 3.6 New strategies for changing macroenvironments 3.7 The Five Forces model of industry competition 3.8 The product life cycle 3.9 Strategic groups 3.10 Industry evolution and forecasting 3.11 Environmental stability 3.12 SPACE analysis 3.13 The Advantage Matrix Summary Case study: Food group shifts strategy to volume growth PART1 MARKETING STRATEGY CHAPTER 1 MARKET-LED STRATEGIC MANAGEMENT Puma gives the boot to cardboard shoeboxes . 4 Introduction 5 1.1 The marketing concept and market orientation 6 1.2 The resource-based view of marketing 12 14 1.3 Organisational stakeholders 1.4 Marketing fundamentals 19 1.5 The role of marketing in leading strategic management 23 Summary 25 Case study: Consumer trust sees John Lewis set retail pace 25 54 54 55 56 57 59 62 64 65 68 71 74 77 79 81 83 84 85 CHAPTER 2 STRATEGIC MARKETING PLANNING Asos founder turns to online homeware Introduction 2.1 Defining the business purpose or mission 2.2 The marketing strategy process 2.3 Establishing the core strategy 2.4 Creation of the competitive positioning 2.5 Implementation Summary Case study: iPhone 27 27 28 29 32 33 42 45 49 49 CHAPTER 4...
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...Prince Sports Case Study Valerie Bodner Marketing Principles Dr. Awesome October 17, 2015 Abstract This case study explores different marketing techniques utilized by Prince sports. Research is conducted by utilizing marketing concepts retrieved from various publications as well as Prince sports website. Evolution in technology, joint ventures and adoption of different marketing techniques proved to be successful for Prince sports. There was an evolution of marketing all together at the height of Prince sports success with the introduction and adoption of social media in the marketplace. Prince sports ability to adapt and make changes based on consumer feedback showcased their ability as a company to bounce back after hard times and re-energize the brand. Organizations utilize technology in marketing strategies as a way to ensure that they are able capture all audiences. Social media marketing and innovation are essential components that organizations use today. In today’s society, social media is a given as a marketing tool to most companies. It increases more awareness about a brand as well as reaches a broader, more global audience. Successful organizations evolve their product or service to align with market trends and segments. Prince Sports is an example of an established company that has innovated its products, utilized grass roots marketing techniques and social media to target younger audiences...
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...Introduction Service recovery is now recognized as a significant determinant of customer satisfaction and loyalty. As a result, stabilizing the endangered relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer retention to improve the competitive advantage of the hospitality organizations. In this research paper, we firstly indicate the unambiguous interpretation and crucial role of service recovery in hospitality industry. Therewith the paper point out the predict variables of service recovery which means the possible factors having great impact on the effectiveness of employee’s service recovery performance. Furthermore, the paper indicates the road to the effective service recovery which shows the viewpoints such as the customer-oriented commitment, empower the front-line employee and how to make brilliant recoveries. All of these statements are based on the numerous authority investigations with the real cases existing in today’s hospitality industry. The paper also discuss the failure prevention and service guarantees which are closely related to service recovery and introduce the dominant point “prevention is better than cure” . The goal of this article is able to help the hospitality firms develop better complaint handling policies, improve recovery procedures and recovery training, increase customer loyalty and ultimately improve their competitive advantage. Understanding...
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