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ASDA

ASDA

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Manchester International College

ILM Level 3

Diploma in first line management

For attention…. Ikpenmosa Uhumuavbi Submission date…18/01/2011 Submitted by ….Kamaljit kaur

TITLE……………….INNOVATION PROJECT ON “ASDA”

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..17  Recommendation……………………………………………...9  Planning service standards and procedures…………………9  Commitment ………………………………………………9-10  Questionnaire………………………………………………11-13  Swot analysis……………………………………………….5  Asda customer services……………………………………..6  The aims and objectives……………………………………..3  Background…………………………………………....8  Employee’s needs and rights………………………………..17  References……………………………………………………18 2 ...4  Marketing………………………………………………….6  Customer needs and requirement………………………….14-15  Chart …………………………………………………………16  Competition…………………………………………………...Content page  Introduction………………………………………………..6  Advertising………………………………………………….8  Customer rights……………………………………………..4  My role in Asda…………………………………………….7  Product analysis…………………………………………….5  Organisational chart………………………………………..

Asda became a subsidiary of the American retail giant Wal-Mart. clothing. the world’s largest retailer in 1999. It has its head office in the Asda House in Leeds. It also has a mobile telephone network. West Yorkshire.Introduction Asda is a British supermarket chain which retails food. Asda mobile. and is the third largest chain in the UK after Tesco and 3 . toys and general merchandise.

Following a merger between the two companies. with 'special offers' the most cited reason for its popularity. West Yorkshire. After the sale of MFI and Allied Carpets the company name changed to Asda Group plc. Asda has been returning to its roots and is now re-focusing on price with its new "Why Pay More?" campaign both on TV and in stores. Current Asda TV commercials in April 2009 focus on price comparisons between Asda and its rivals. Marketing Asda is known for memorable famous marketing campaigns. and even Spice Girl branded kids meals in the stores' restaurants. 16. official merchandise. Other companies in the group were Associated Dairies Limited. the furniture retailer MFI and Allied Carpets. Asda has been winner of The Grocer magazine "Lowest Price Supermarket" Award for the past 12 years. in the Holbeck district. After the takeover Asda continued to maintain its headquarters at the then newly opened "Asda House". The dairy division was sold in a management buyout and renamed Associated Fresh Foods.For a short time in the 1980s Asda Stores Ltd was a subsidiary of Asda-MFI plc. In December 2010. Meaning that Asda has since had no connection with one of the firms its name was derived from.Sainsbury’s. Background of history Asda Stores Limited was founded as Associated Dairies & Farm Stores Limited in 1949 in Leeds. This building was one of the first of the new large office blocks to open as part of the redevelopment of the huge area south of the River Aires in the city centre of Leeds. The adoption of the Asda name occurred in 1965 with the merger of the Asquith chain of three supermarkets and Associated Dairies . In 1997. Starting in 2008. The Spice Girls earned £1 million for this sponsorship deal.5% of UK grocery shoppers used Asda for their main shop. The Spice Girls licensed their name and image to Asda in which they created over 40 different Spice Items for Christmas 1997 developing goods such as party supplies. As a result Asda no longer cites 4 .

For example. I really do feel I’m getting the best of both worlds as I can be there for her when she needs me most and continue to develop my career at the same time Organisational chart 5 .itself as "Officially Britain's lowest priced supermarket". in any day I might have to grapple with the technological issues behind our online service. My role in Asda The role I have now involves so many elements that there really is no ‘normal’ day. instead using "Winner: Britain's lowest price supermarket award". deal with customer queries or help to lay the foundations for how the business will develop.

and looking out for ideas or suggestions that can improve what we do Asda available 24 hours for its customers. select this option to be directed to the appropriate contact route. These are moral statements that help to encapsulate the company's beliefs which then determine the decisions and actions it takes in the marketplace. ASDA's values are: • Respect for the individual • Strive for excellence • Service to our customers 6 . the feeling that a product or service has met the customer expectation." If someone enquiry relates to a product you've purchased online. We're always listening to what our customers and colleagues say about our products and services . including groceries.Asda customer services Customer service is a series of activities designed to enhance the level of customer satisfaction – that is.

•To support voluntary services Customer needs and requirements 7 .Asda also has a series of values. guides. It is normally associated with mass communication. Web pages and billboards. The aims and objectives of Asda They want to provide goods and services that are cheap and affordable to consumers or the end customer (common People). Mission statement of Asda The way in which ASDA does this is through its mission. television. packaging their products well and supporting voluntary services. newspapers. purpose and values. •To package their products well. radio. ASDA's mission is: 'to be Britain's best-value retailer exceeding customer needs always'. A mission statement sets out the long-term direction of the organization. recycling their waste. As well as having a mission statement. The use of payment differentiates advertising from public relations for which no payment is made for the time or space to convey a message. This helps stakeholders to understand why the business exists. The media may include telephone directories. These statements are designed to help stakeholders understand the direction in which the company is heading. where a broad target market is to be contacted. direct mail. magazines. •To recycle their waste. ASDA's purpose is 'to make goods and services more affordable for everyone'.Objectives are Affordable cost for their items/products. •To provide goods/services those are cheap and affordable to consumers or the public. •To reduce the cost objectives of their items/products. ASDA has a statement of purpose.Advertising The term advertising includes any paid form of non-personal communications through the media about a product that has an identified sponsor.

The problem is that the process of buying a product is more complex than it might at first appear. With an increasing demand for high security. 8 . In considering security alternatives. and part of the Wal-Mart family. providing high quality products at competitive prices. ASDA understood that it was now more important than ever to take appropriate action in securing stock and protecting employees in the chain’s 300 branches. It is the job of marketers to understand the needs of their customers. the company recognized that it was time to implement an access control system that would impact the company’s performance for the future.Recognised as the second largest supermarket group in Britain. In doing so they can develop goods or services which meet their needs more precisely than their competitors. ASDA stores have become a household name amongst thousands of families in the UK.

dealing with dodgy tradesmen. by showing you whether you have a valid complaint under UK law and what remedies you can rely on to put the situation right. the consumer. • Consumer News keeps customer updated on aspects of consumer news and how legislative changes affect you. the respondent first can sample or be given a description of the brand.Product or brand substitution analysis Product and brand substitution methods elicit the degree of similarity of perceived attributes and consequences associated with usage. buying online or making a small claim. followed by questions like: how likely would you be to substitute (name of the new brand) for your current brand for this occasion—why is that? Customer rights Understanding consumer rights is complex and at times confusing. second hand cars. For an unfamiliar brand. Supply of Services. new homes. • Consumer Guides contains more information on specific scenarios such as buying mobile phones. Consumer Credit. but What Consumer is here to help. Data Protection. When questions are asked about the degree of substitutability. Misdescription and Travel. • Consumer Forum: It goes without saying that you. Among many others. Employee rights and needs • Being paid and pay slips 9 . attributes and consequences are discovered that inhibit or promote substitution (attributes or consequences that need to be added or removed for substitution or trial to occur). As such we’d love you to share your views and experiences and offer advice on the forums to your fellow consumers. clothing and footwear. It also deals with thorny issues such as returning damaged or faulty goods. cooling off periods. customer can find information on Sale of Goods. are a central feature of our site. There are several sections to this site: • Consumer Rights explains how various acts of UK legislation and European Regulations affect customers.

• Listen to your comments. high-quality service and in doing so we aim to deal politely. • Provide easy access to helpful and professional guidance and advice. 10 . polite and helpful and respond effectively and sensitively to your needs. quickly and helpfully with any problems. • Respond to your call or voicemail message on the same day or the following morning if your message was received after 4pm. • Be punctual. Delivering an efficient. high-quality service to deal politely. • Respond to your e-mail using plain language within five working days. We want to deliver an efficient.• Company sick pay rights • Performance related pay • National minimum wage rates • Annual leave and holidays • Time off for sickness • Pre –employment checks • Flexible working • Employment protection during business transfers and takeovers Planning service standards and procedures Provide easily accessible forms and information that is comprehensive. accurate and timely and is clear and easy to understand. • Be responsive to the special needs of any of our customers. • Have published policies and standards and be accountable and open about how well we perform against these policies and standards. respond to your complaints and learn from them. quickly and helpfully with any problems to do with our business.

The 40.00 until 17. Keep the reception area clean.30 on Fridays). ASDA’s new initiative Beef Link is aimed at increasing beef sales and reinforcing the supermarket’s commitment to British beef. in addition to a further 1500 jobs created through their Home Shopping and ASDA online.00 (16.’ 7. ASDA Chief Financial Officer.000 jobs will be created over the next 12 months through the opening of between 10 and 12 new superstores. QUESTIONNAIRE 11 . It will." Asda’s ‘commitment’ to British beef meets a mixed reaction. said "Please note. said ‘This major investment demonstrates our on-going commitment to bringing low prices and fantastic service to even more people across the UK. any prices mentioned in the donation4charity blog are correct at the time of posting. in addition to a further 1500 jobs created through their Home Shopping and ASDA online. say the supermarket. ensure all Asda beef is sourced from the UK and the Republic of Ireland. Please check the relevant website for the latest pricing information. We have an impressive track record of regenerating areas at the edge of and in town centers throughout the UK.• • Respond to your letter using plain language within 10 working days. Merseyside. ASDA Chief Financial Officer. Asda Commitment to Green Issues ASDA has continued their environmentally friendly shopping experience with the unveiling of their latest high efficiency store in Boodle.000 square foot supermarket is ASDA’s latest energy efficient store.000 jobs will be created over the next 12 months through the opening of between 10 and 12 new superstores. tidy and manned from 09. showing our ongoing commitment to local communities. Judith McKenna. Judith McKenna. 7. with a total cost of an estimated £16m.

..I have done a survey in relation to ASDA store’s reputation amongst the people. I have collected information by providing them a questionnaire and analysed questionnaire is given below. 1...5 Strongly dissatisfied………………….3 Strongly dissatisfied……………………2 2. Do you like the services and facilities? Satisfied ………………………………4 Very satisfied…………………………..3 Dissatisfied………………………….. Is ASDA suitable for your shopping? Satisfied ………………………………6 Very satisfied…………………………...3 12 ...4 Dissatisfied………………………….

6 Dissatisfied………………………….. Do you like the price of all grocery things in ASDA? Satisfied ………………………………3 Very satisfied…………………………..4 Strongly dissatisfied……………………2 13 ...3.

. Do you like checkout system of ASDA? Satisfied ………………………………7 Very satisfied………………………….6 Dissatisfied…………………………. Do you see any benefits to having ASDA? Satisfied ………………………………5 Very satisfied………………………….2 Strongly dissatisfied……………………3 5....5 Dissatisfied………………………….4.1 Strongly dissatisfied……………………4 14 .....

As following: • Profitable company • Large car park • Resource capabilities • Lots of other facilities i. Very high brand name reputation . stationary) the flexibility might not be as good as competitors. sharing 16. coffee shop. The company has a core competence involving its use of information technology to support its international logistics system. Too much employees can be internal weakness. clothes. 15 . travel agents etc. especially in case of a strike the products might lose their value and quality if ASDA decides to enlarge their productivity.e. Benefit from economies of scale. • Hours of opening Weakness Since ASDA sells wide variety of different products (food. ASDA is available almost everywhere. People might lose interest and look for a change.8% of the UK grocery market Wide range of many different products.  UK/EU legislation prevent them from carrying out monopolistic practices  Own brand products  Larger company therefore may be difficult to control/co-ordinate activities.SWOT analysis on Asda Strength ASDA is a powerful retail brand. A focused strategy is in place for human resource management and development. too big.

g. Rising costs – minimum wage. resulting in price deflation in some ranges. Cybercafé. Manufacturing cost has fallen due to outsourcing to low-cost regions of the World. Come up with a new and better marketing campaign . entertainment .  Loss of business – online shopping  Increased choice for customers – if customer service not good could to elsewhere..Expand into European markets Apply ASDA’s brand name capital in new areas. As well as Rising labour cost.Opportunity Opportunity to widen product range and come up with new ones (tourism tickets. Rise in new or substitute products. 16 . theatres).  The growth in expenses due to a statutory law or a tax-raise. Mini restaurants. Potential environmental threats. This has led to price competition. To go through a big expansion plan in order to offer more jobs and grow overall revenue. Expand internet/home shopping – in line with need for emergency/top up shopping Threats Change in consumer taste. range of takeaway meals. Further business expansion e. internet etc. The cost of producing many consumer products tends to have fallen because of lower manufacturing costs. TelCentris. Intense price competition is a threat.use of celebrities and use some money for charity. Experienced. offering customers access to fax. Tax-reduction and support by the government.cinemas. ASDA being constantly in UK’s TOP 3 means that they are target of competition..

Competition "However based on the supporting information submitted by the applicant in the RIA which identifies capacity for additional convenience floor space I am prepared to accept that the proposed Asda store would improve competition and choice for consumers and would encourage linked shopping trips between the site and the town centre. Recommendation OHS evaluation is ensuring that suppliers can demonstrate that they understand ASDA’s requirements and forms part of ASDA’s procurement standard for goods. Instead it has developed a warm method that uses its values by doing positive things in the community. disused property. 17 .The St James Road buildings have been fenced off and bulldozers are due to move in shortly after Asda said it intended to begin works early next year due to safety and vandalism fears surrounding the sprawling. "The layout and design of the proposal is of a high quality and has received the support of Architecture and Design Scotland and the housing development would provide an acceptable residential amenity. ASDA does not use a cold approach to building relationships with customers using promotions and activities. equipment and services." Among suggested conditions attached to the approval recommendation is a legal requirement for Asda to sign an agreement to pay £8000 for open space improvement in Forfar and £30. Such actions are helping ASDA to differentiate and create a distinct image of the organization in the marketplace.000 for improved traffic lights at the West Port junction. It has revealed that customers are aware that the company sells products that people like and is very much involved in the community. There are many different ways in which organizations can build customer loyalty. Successful completion of this evaluation supports ASDA’s duties as “the Client” under Regulation ‘an incident and injury free environment’ 4 of the CDM 2007. Overall I consider the layout and design of the proposals would contribute positively to the quality of the urban area and would not have an adverse impact on the setting of listed buildings or the conservation area. Market research has been done about customer insight.

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com/section-contact-asda .article http://www.co.com/asda%E2%80%99s%E2%80%98commitment%E2%80%99-to-british-beef-meets-a-mixedreaction/12880.com/doc/44901734/Project http://en.uk/case-study--meeting-stakeholder-needs-throughcommunity-involvement--78-216-2.farmersguardian.htm http://www.co.gov.wikipedia.http://www.com/Q/What_are_the_business_aims_and_objectives_of_A SDA_Plc http://www.html 19 .thetimes100.google.jobs/meet-our-people/profiles/emma.uk/TendringDC/Environment/Planning+and+Buildi ngs/CustomerServiceStandards.tendringdc.asda.answers.qualtrics.thecourier.co.uk/images? hl=en&rlz=1G1ACAW_ENUK413&q=organisational+structure&um=1&ie=U TF8&source=univ&ei=AxAuTeXUNsKnhAeqhMnSCQ&sa=X&oi=image_result _group&ct=title&resnum=2&ved=0CD4QsAQwAQ&biw=1345&bih=492 http://wiki.asda.php http://your.google.co.scribd.http://www.uk/images? hl=en&rlz=1G1ACAW_ENUK413&q=customer+needs&um=1&ie=UTF8&source=univ&ei=aZ4wTbeDKJi8jAfiouyoCg&sa=X&oi=image_result_grou p&ct=title&resnum=2&ved=0CDwQsAQwAQ&biw=1345&bih=531 http://www.uk/News/Angus/article/9112/businessman-fears-asdas-forfar-plan-could-kill-high-street-businesses.com/university/customer-needs-analysis/ http://www.org/wiki/Asda http://www.oppapers.com/essays/Swot-For-Asda/451523 http://www.html http://www.

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