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Case-weigmans Food Mkt

Case-weigmans Food Mkt

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Published by amittanand
Its an assignment done for operations management subject.
Its an assignment done for operations management subject.

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Published by: amittanand on Apr 27, 2010
Copyright:Attribution Non-commercial


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 Amit AnandBrindaKartik KrishnanShrutiRaghu
How do customers judge the quality of a supermarket? 
he customers judge the quality of a supermarket in a highly subjective manner andin varied ways, depending upon their wants and necessities. In our opinioncustomers would judge the quality of a supermarket in the following ways:a. Whether they got in the supermarket what they came to buy. It means that thesupermarket should keep a wide range of products so that customers can pickand choose from them.b.
he quality of the customer service that they receive in the store.
hebehaviour of the customer care executives and to what extent they wereeager to not only satisfy but delight the customers.c. Availability of goods at very competitive prices.d. Quality of the merchandise that is sold in the supermarket.e. Various products and services should be made available to the customersunder one roof so that he gets a complete shopping experience in thesupermarket. For example, Wegmans has a film processing shop, pharmacyshop, card shop, video rental facilities, a coffee shop and a floral shop inaddition to the grocery and food items.f. A customer friendly layout so that customers can easily locate things in thestore.g. Location of the store is important from the customer¶s point of view. For example, if it is closer to their home or office they would find it moreconvenient to shop in that particular supermarket than in one which is locatedfar off.h.
imings of the store operations. If it is open till late hours in the night,customers would appreciate it as they can shop comfortably as per their convenience.i. Additional services that the supermarket offers to its customers; like freeparking, car wash, dry cleaning department, etc. j. What the supermarket does to reward the customer loyalty towards it. For example, a supermarket can offer its regular customers a privileged member¶scard or gift vouchers and customers would appreciate it highly.
he kind of recreation facilities that the supermarket offers. For example, thesupermarket can offer baby care facilities to its customers so that they canshop comfortably.l. A customer friendly refund policy will get high appreciation from thecustomers.
hat are some of the ways
egmans uses technology to gain an edge over its competitors? 
Wegmans has applied technology in several areas of operation to gain an edgeover its competitors:a.
echnology application in the area of tracking inventory so that it can beimmediately known which items are moving fast and orders can be releasedimmediately to replenish those items.b. Managing supply chain through technology application.c. Application of technology in managing the quality of the merchandise.Wegmans uses a centralized meat processing facility and vacuum packagingsystem which keeps the meat fresh, extends their shelf life and customers getan improved product.
Indicate how and why each of these factors is important to the successful operation of a supermarket:
Customer Satisfaction:
- Customer is the king and he should not only be satisfied but delighted byoffering the products and services that he desires.- Customer loyalty is crucial for the very survival of the supermarket asprofitability is a function of customer satisfaction.- A single happy and satisfied customer can create a lot of customers for asupermarket by the sheer word of mouth marketing.b.
he store should forecast correctly what are going to be the fast movingitems for the coming month/ fortnight and shall plan for the merchandiseavailability accordingly.

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