...PREPARED FOR Peter Provan – Creating a Culture of Customer Care Margaret Scotland – Analysing and Presenting Complex Communication Class: HNC Administration and Information Technology Please make the suggested amendments and re-submit. Tesco Customer Care Strategy Report Submission Date: 6 November 2014 Ayat Hassan Contents Terms of Reference_____________________________________________________3 Procedures_____________________________________________________________3 1.1 Internet 2.2 Class hand outs 2.3 Library Findings___________________________________________________________3 3.1 Background of Tesco 3 3.2 Tesco’s mission statement structure 4 3.3 Tesco’s organisational objectives 4 3.3.1 Tesco’s company standards 4 3.3.2 Customer feedback 5 3.4 Initiatives Tesco take to improve customer care 5 3.5 Staff recognition Schemes 6 Conclusion________________________________________________________5 Recommendations__________________________________________________5 Bibliography_______________________________________________________7 Appendices Section_________________________________________________8 Appendix 1 8 Appendix 2 8 1. Terms of Reference This report was requested by Margret Scotland and Peter Proven as part of Creating a Culture of Customer Care and Analysing and Presenting Complex Communication units. The purpose of this report is to investigate about Tesco...
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...Introduction This is a report that compares and contrasts two well-known organisations that helps people in their daily livelihood. Here we discuss one of the biggest supermarket chains; Tesco and the calmer organisation known for helping people with heart disease; British Heart Foundation. It is clear that these two are different from each other because Tesco is for profit and British Heart Foundation is simply voluntary. One of the main points for Tesco is that it is a PLC (Public Limited Company) which means that the company’s shares can be freely sold and traded to the public. Tesco which share price start at an estimation of £1.67, is a listed company under the stock exchanges, with highs at £1.69 and lows at £1.66. Tesco has been a good and reputable choice for the locals since they basically have everything for daily use; from food to furniture. Tesco has expanded over the years, with a whopping 6,784 stores worldwide (Ireland, Poland Czech Republic, Hungary, China and many more) and has employed over 500,000 people. As for the British Heart Foundation, it is more of a sponsored organisation and is mainly funded by legacies and wills, accounting 40% of their income, the rest is made up of other voluntary income coming in at 31%, profits from the retail division at 23% and investment income at a low 5%. But then again, it is a not profit but for research in order to pioneer research into the causes of heart disease and methods of prevention and treatment. And yes, they...
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...TESCO PLC is a British multinational grocery and general merchandise retailer. It is a third largest retailer in the world. It has stores in 12 countries across Asia and Europe and is the grocery market leader in the UK, Ireland, Hungary, Malaysia, and Thailand. Mission Tesco’s business was built with a simple mission – to be the champion for customers, helping them to enjoy a better quality of life and an easier way of living. This hasn’t changed. Customers want great products at great value which they can buy easily and it’s Tesco job to deliver this in the right way for them. That’s why we’ve chosen ‘Serving Britain’s shoppers a little better every day’ as the new core purpose. As a business, serving customers is at the heart of everything we do – from colleagues in its stores to those of its in supporting roles. In the UK, Tesco serve some 66 shoppers every second, so it’s Tesco goal to ensure every one of those customers experiences just a little better service on each visit. PESTLE Using PESTLE analysis to analyse to business environment of Tesco. Political Many governments encourage retailers to create more career opportunities for the domestic population. So Tesco plays its role in providing employment opportunities, it also increases the demand for its products and diversifies its workforce. Economic Tesco is concerning any changing in policies, such as taxation. Although Tesco is growing internationally, it is still concern the UK market where it has...
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...theory………………………………………………………………………………………………6 5.2 Maslow’s hierarchy of needs……………………………………………………………7 5.3 Change in workforce ……………………………………………………………………….9 5.4 Performance appraisal….………………………………………………………………..10 5.0 Conclusion……………………………………………………………………………………………………11 6.0 References……………………………………………………………………………………………………11 Summary The aim of the assignment has been to know the development of human resources in organization, the importance of people, use of human resources to achieve the objectives of organization, and recruitment and selection of employee. After this organization gives training to employee in forms of short courses, instruction at the workforce. The other factor has been the development of staff within organization while working. Employer accesses the work of employee through performance appraisal for the reason of to help the employee develop one’s potential. Initially writers wrote on leadership, motivation, labour, slowly -slowly managers recognised the importance of their views and picked ideas up into practice of their work in the 20th century. Taylor developed scientific theory in which pay has been base for getting best performance from employees. The human relationships school reflects the influence of sociologists...
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...local Tesco Express sites to large Tesco Extras and superstores. Around 86% of all sales are from the UK. CURRICULUM TOPICS • Workforce planning • Recruitment • Skills • Selection GLOSSARY Strategy: long-term business plan of an organisation. Market leader: the business that has the largest share of the market, measured by sales (value or volume). Logistics: the orderly movement and storage of goods throughout the supply chain i.e. from raw materials to finished goods. Infrastructure: the structure of an organisation – its people, systems, organisation and processes. Human resources: the function within business responsible for an organisation's people. This function deals with workforce planning, recruitment, training and pay issues. Business objectives: the ends which an organisation seeks to achieve by means such as budgeting tools and strategies. Workforce planning: estimating future human resource requirements and ensuring the firm has right number of people, in the right place, with the right skills at the right time. Tesco also operates in 12 countries outside the UK, including China, Japan and Turkey. The company has recently opened stores in the United States. This international expansion is part of Tesco’s strategy to diversify and grow the business. In its non-UK operations Tesco builds on the strengths it has developed as market leader in the UK supermarket sector. However, it also caters for local needs. In Thailand, for example, customers are used to shopping...
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...Introduction The report starts with looking at and exploring what marketing is and how it has evolved. The report is supported with marketing definitions from three different sources and what is meant by a marketing orientation and marketing process. Secondly, an introduction of Tesco the organisation the report will be focusing on throughout the report. Within the report there are some tables and graphs used to support the answers to some of the assessment criteria. The fundamental concepts and principles that underpin the marketing process are discussed and the use of environmental analysis in marketing, while the narrator carries out their own analyses at both macro and micro levels. The report investigates the importance of market segmentation and how this leads to the identification and full specification of target groups. It then considers buyer behaviour and positioning. The main elements of both the original and the extended marketing mix are then looked at. An introduction to the concept of the product life cycle, new product development, pricing strategies, distribution options and the promotion mix have all been discussed. Finally the narrator has developed marketing mixes to meet the needs of different target groups. The report includes the differences when marketing services as opposed to goods and examines marketing to businesses instead of consumers and the development of international markets. The report concludes by summarising the principles of marketing and...
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...of local business and at least two different countries where the business trade internationally | Got to the shop am check online for annual report and the website. | Why I chose this business | 2/10/13 | | Choice of BusinessSize | • Sales revenue over 3 latest years • Profit figures over latest 3 years • Cash flows • Capital invested • Production output • Number of employees – current will do • Number of outlets or locations – see National vs international • Value of the business (market capitalisation) • Market share | on the annual report and websites | Choice of buss contrast size | 2/10/13 | | Choice of BusinessOwnership | Type of ownership of each businessIf Sole trader or partnership – owners’ namesIf private limited, name ending with LTD & PLC if public limited – get current number of shareholders | Go to the shop for the local business and for the international I would check the annual report | | 2/10/13 | | Choice of BusinessNature | | Go to the local shop and ask them and for the international business I would go online | Why I chose this business | 2/10/13 | | Purpose & Activities | Goods & or services traded | Go to the local shop and I would ask them what activities they do and what is the purpose and for the international business i would check the annual report | Why I chose this business | 2/10/13 | | Aims & objectives | | Check online and would check the annual reports also I would go to the local business and would...
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...structure and culture of organisations and how these work together and affect the performance of employees; it will also explain the effect of different leadership styles with in different organisations. A comparative analysis will also be inducted, using four companies namely British Airways, Southwest Airline, Coca Cola Company and Tesco. 1.1 Compare and contrast different organisational structures and culture. Organisational structures: “Organisational structure is transition to the continuum of commandment of an organisation and how each sections of this hierarchy work together to attain the aims and objectives of the organisation”.(Meese, 2012) An organisation structure is the way the business is set up. This includes lines of communication and span of control. It helps the business run effectively giving a visual picture of the organisation. Managers and employees are in charge with different task to complete and by completing their task they can improve organisation aims and objectives. There are different types of organisational structures such as tall and flat. A flat organisation has a small number of levels or just one level of management were the sequence of commandment is from the top to the bottom, it is short and the span of control is extensive. It can be suggested that British Airways organisational structure is flat as it suggests that its management starts from the top to the bottom, it is not too long and the span of control is broad. British Airways manager...
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...1.0 introduction 1.1 reasons for choosing this area of study I have chosen topic 8 i.e. the evaluation of business and financial performance of an organisation over 3 year period. The reason behind my choice is that it gives me a platform to analyse the financial performance of a public limited company. This would enhance my analysis skill of practical world and help to develop on my weaknesses. I have done the ratio analysis on fictitious company set by different authors but never had an opportunity to apply them on a real life scenario. 1.2 Reasons for choosing the organisation I have decided to choose Tesco plc for this research and analysis project .Tesco plc is the largest retailer in the UK and third largest in the world behind Wal-Mart and Carrefour. According to TNS Worldpanel over £1 in every £7 (14.3%) of UK retail sales is spent at Tesco. (http://en.wikipedia.org) .Tesco has largely contributed to cut spending on our daily needs. It has wide ranges of services and products which would help me to analyse different aspect of the business. Its growth in the international market is quite significant and it has became a threat for Wal-Mart and Carrefour as a international rival .Therefore I found Tesco to be the best choice compare to other supermarket retailers. Comparison I will compare the performance of Tesco plc with j Sainsbury plc. They are both listed in the London stock exchange. J Sainsbury plc is the third largest retailer in the UK with a market share...
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...The Challenges of European Companies Making Investment in Turkey Table of Contents 1. Introduction 3 2. Situation 4 3. Problems, Solutions and Implıcations 4 3.1, Bureaucracy and Governmental Difficulties 4 3.2, Human Resource Difficulties 5 4. Evaluation 6 5. Conclusion 7 6. List of References 8 1. Introduction Foreign direct investment (FDI) is a type of investment, which refers to the investment made in a foreign country and therefore is a crucial ingredient of a successful economy, especially for developing countries. In recent decades, communication between developing and developed world has increased dramatically. Similarly, the world trade rose significantly. According to the UNCTAD’s Global FDI Index (see Figure 1), foreign direct investment of European Countries increased 18 times between 1980 and 2013. Under these rapid changes, in order to gain economic advantages, countries are trying to attract more and more foreign investment. For instance, in the last decade Turkey has shown huge development in FDI and is now the 18th largest economy in the world. In addition, 70% of the total foreign direct investment of Turkey is coming from European Countries. For these reasons, Turkey is expected to be the new economic hub for the European economies and this makes Turkey an ideal investment location. This essay will first demonstrate the current status of Turkey and then examine two obstacles of entering in Turkish market and investing in Turkey. In...
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...Summary ………………………………………………………………………... 2 1. Rationale for the Chosen Corporate Governance Factors ……………………………. 3 2. Assessment of the Corporate Governance System of the Selected Company….……... 3 2.1 Facebook ………………………...………………………………........................ 3 2.2 Commonwealth Bank of Australia.……………………………………………. 7 2.3 Tesco ………………………………………………………………………….......9 2.4 Tata Motors …………………………………………………………………......11 2.5 Fast Retailing ………..……………………………………………………….....13 3. Conclusion……………………………………………………………………………....17 Appendix .…………………………………………………………………………………. 18 Bibliography ……………………………………………………………………………… 23 Executive Summary The need for solid and sound corporate governance practice has become increasingly important in recent years, as the recent high profile corporate collapses (Enron, OneTel) are related to poor governance structure. The Corporate Governance Assessment Model attached in the appendix outlined five significant factors that can assist in determining the level of corporate governance of the selected firms. These include: * Appropriate Board Structure And Composition * Management Compensations * Integrity in Financial Reporting * Effective Risk management * Corporate Social Responsibility Selected companies are likely to have a well-established corporate governance system if the selected companies achieve high ratings in these corporate governance factors. This report will apply these five factors to each corporation including...
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...http://www.guardian.co.uk/lifeandstyle/2003/jul/19/shopping.features 17/03/13 11.52am The card up their sleeve It sounds good - loyalty cards entitle us to freebies or cash simply for shopping at our local superstore. Of course, retailers get something in return: a heap of information about us we might prefer them not to know. That's before they get started on the new tags that track you and what you buy. Rachel Shabi investigates Every time you reach the checkout in the two biggest supermarket chains, it's the same question: have you got a card? It can get irritating, but nonetheless we have willingly signed up to their reward schemes - in droves. According to market researchers TNS, around 85% of UK households have at least one loyalty card. We've accepted the membership rules of these innocent-looking, points-mean-prizes clubs: you show us some loyalty, say the retailers, and we'll give you nice bonuses in return. That loyalty, on the face of it, is based on how much you spend with one particular retailer. Sure, the rewards aren't huge but, as Tesco likes to put it, "Every little helps." Besides which, we in the UK love bargains, and getting something for nothing even more. But the question is: how much does the nothing really cost? It is not simply a matter of choosing to be "loyal", now synonymous with "open your wallet", to one supermarket over another - the cost is in having your purchases scrutinised and analysed in staggering detail by the loyalty card retailers...
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...dilemmas encountered in the workplace, discussing ethical behaviour and values that relate to HR. It looks at relevant ethical tools, such as utilitarianism and relativism in order to examine current practices in the workplace and their links to corporate social responsibility. Learning outcomes By the end of this chapter, you should be able to: u u u u Critically explore and evaluate the ethical nature of human resource management; Identify and define current ethical and moral issues confronting HR managers; Compare, contrast and critically appraise a range of approaches to ethical analysis; Critically appraise the relevance and usefulness of philosophical analysis to HR practice. Introduction Human Resource Management is a business function that is concerned with managing relations between groups of people in their capacity as employees, employers and managers. Inevitably, this process may raise questions about what the respective responsibilities and rights of each party are in this relationship, and about what constitutes fair treatment. These questions are ethical in nature, and this chapter will focus on debates about the ethical basis of human resource management. EHR_C02.qxd 6/6/07 3:55 PM Page 28 28 CHAPTER 2 ETHICS AND HUMAN RESOURCE MANAGEMENT The ethical nature of HRM ‘All HR practices have an ethical foundation. HR deals with the practical consequences of human behaviour’. (Johnson, 2003) ‘The entire...
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...Chapter 7 Operating in Global Markets “Globalisaton is clearly a double-edged sword. The advantages of being a transnational corporation in emerging markets have declined dramatically in recent times. Smart local companies have used the benefits of globalization to close gaps in technology capital and talent with their rivals from the developed world.” - Arindam K Bhattacharya, David C Michael, Harvard Business Review, March 2008. Introduction Global companies operate across the world. In different markets, customer requirements may vary. The temptation to customise for each market, has to be tempered by the need to keep costs down through standardisation. As discussed before, the logical approach would be to identify and analyse the various value chain activities that make up the marketing function and decide which of these must be performed on a global basis and which localised. This chapter covers product management, pricing, sales and distribution and customer relationship management. Global branding, which merits a separate treatment is covered in Chapter 8. Product management Should the same product be offered across overseas markets? Or should it be customized according to the specific needs of different markets? A globally standardised product can be made efficiently and priced low but may end up pleasing few customers. On the other hand, excessive customisation for different markets across the world may be too expensive. The trick, as in the case of...
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...Global Policy and Strategy The impact of globalisation: A case study on Tesco Plc. Submitted by: Ferdous Ahmed AL Mamun B00676737 Abstract Globalisation has been removed geographical barriers among the countries and allow an unrestricted international trade. It refers to the integration of world economies, share of technology and knowledge, inflow and outflow of foreign capital. Reduction of tax and tariff, easy enter into the foreign market, easy transportation impacted large domestic company. Now they seek possible opportunity in the foreign market and no longer national but multinational. The intension of this paper is to explain the impact of globalisation on Multinational Corporation. This study selected a multinational company ‘’Tesco Plc.” From food retail industry. And study explores how globalisation impacted Tesco Plc. On their international market, global policy, market competition etc. Table of contents 1. Introduction……………………………………………………………………………… 4 2. Market Drivers………………………………… ………………………………………. 4 3. Competitive Drivers………………………………………………………… …………. 5 4. Cost Drivers…………………………………………………………………… ……… 6 5. Government Drivers…………………………………………………………… …… 7 6. Conclusion…………………………………………………………………… ……….. 8 7. References………………………………………………………………… …………. 9 1. Introduction Globalisation is not a new phenomenon, but it is process by which world is becoming interconnected. Globalisation has changing the world’s trade and production pattern, has...
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