1. If you were the company president/CEO how would you define the current service delivery model?
If I were the company president/CEO, I would like to define these two companies as customer Intimacy Company. They are perfectly fit into that category. They provide daily necessary goods to customers. Therefore, customers need to visit them often to buy foods. If they were fail to provide real value in terms of price, service, time, quality to customers then they would not go back to these stores again. Customers have lots of choice to buy their necessities but these companies have very little chance to correct their mistake again. Therefore, they should be customer Intimacy. Another reason is that they cannot be operational leaders like wall-mart and they are not innovator. They supply wide variety of goods manufactured by other companies.
2. What significant changes would you make in the current delivery model to better serve the customer?
There are three most important components for operating one organization. They are: customers, employees and management. Customers are the most important elements among all three of them. One cannot even think about business without customers. Employees also play significance role to make organization success. Specially, front desk employees who are considered as lower level employees have powerful role to make customers satisfied or dissatisfied. Therefore, if I were CEO, I would like to motivate employees to better serve the customers. I would strongly recommend them to serve all customers equally with good manner.
3. Make a comparison between both organizations. Discuss the positives and negatives that both companies have. What attracts one company to a customer verse the other company?
Stop & shop and Shaw’s, both are giant supermarket in New England area of United States. They offer varieties of product to customers and both are competitors of each others. Therefore, it is really difficult to compare them in terms of services available and products offer. Following are some comparison between them:
· Number of products available: Stop & shop and Shaw’s, both provide wide variety of products. In terms of area stop & shop is wider than Shaw’s so definitely it provides large number of products than Shaw’s. The quality, price and decoration of products are almost the same in both companies. Stop & shop has their own pharmacy and some super Stop & shop has gas station. Similarly, some Shaw’s store has wide variety of wine to their customers.
· Convenience: At stop & shop, they have Peapod service (home delivery) service. Customers can place their order online also. They don’t have to visit store to buy grocery, flowers and other necessities. Shaw’s do not have home delivery service yet. Shaw’s customers have to visit store to buy their grocery.
· Extra services available: Stop & shop offer state lottery tickets, western union money order and wire transfer to their customers. Customers can redeem their winning money at shop & shop. Shaw’s do not have these services. Shaw’s has coin star and photo film services which stop & shop do not have. Customers can bring their change and convert it into bills or they can buy their food using that coin.
At last but not the least, these two companies have their own image and are considered as prestigious supermarket. The prices of products and services seem to be higher than price leader companies. They charge high price to give extra services to customers. Their customers are also ready to pay extra more bucks only to get better services. Customers get services via employees. Employees represent the whole company as a whole. When employees are satisfied and motivated then they serve customers well. Customers would be satisfied and buy repeatedly from the same store, when they served and care well. In this way, sales will go up and image of the companies will also increase.
REFERENCES
Overview Shaw’s supermarket incorporation [online information] from www.shawssupermarket.com retrieved in April 28, 2009.
The stop and shop supermarket companies [online article] from
http://www.fundinguniverse.com/company-histories/The-Stop-amp;-Shop-Supermarket-Company-Company-History.html retrieved in April 28, 2009.
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