J Sainsbury PLC
INTRODUCTION
J Sainsbury PLC is one of the leading food retailers in the UK and
also has interests in financial services. It comprises of Sainsbury's
Supermarkets, Bells Stores, Jackson's Stores and Sainsbury's Bank.
There are currently 583 Sainsbury’s supermarkets throughout the UK
employing over 145,000 people, offering over 34,000 products and
serving over 11 million customers a week. It is for these reasons
that careful management of operations within each of the stores is
vital to ensure that all processes are kept running smoothly so that
customers can be served and products can be replenished.
PERFORMANCE OBJECTIVES
Customers want a quality service when they shop. A quality service is
defined as ‘a service that consistently meets or exceeds a customers
expectations’. The supermarket needs to look at the current value of a
customer – how can they make this person spend as much money as
possible in the store. They also need to look at the future value of
the customer – how can they make sure that this person will return,
when they will spend more. The objectives of the supermarket need to
be looked at and worked towards very carefully.
The diagram below shows the main performance objectives that are
worked towards in the supermarket.
Things operations should do…
Objective
Provide error free goods and services
Quality
Minimise lead time
Speed
Keep delivery promises
Dependability
Adapt to change in circumstances
Flexibility
Minimise cost
Cost
Dr Andi Smart, University of Exeter
For the customer to have a hassle free shopping experience then most,
if not all, of these objectives need to be met.
The first, and arguably the most important, objective in the store is
quality. It is important because it is the most visible part of what
operations do and therefore customers are easily able to make
judgements on quality. In real terms inside the supermarket this means
ensuring that products are in good condition, that the store is clean,
that the interior decorations are appropriate and of a good standard
and ensuring that staff are polite and friendly. Quality is managed
very carefully within the store. The floor manager is responsible for
overseeing the operation as a whole and controls the managers from
each section of the store. These managers in-turn oversee staff in
their own section and control stock rotation, cleanliness of the isles
and goods and ensure that all fixtures are maintained. This top-down
approach to the operation ensures that quality is maintained
successfully within the store.
The next objective is speed – ensuring a short transaction time at the
checkout and making products readily available is the only way that
speed can be managed within the supermarket. A checkout manager
controls the checkouts, increasing and reducing the number of staff on
J Sainsbury's aims and objectives Their business is now focused very much on Sainsbury’s Supermarkets and Sainsbury’s Bank following the sale of Shaw’s
Something worth considering with the human resource management is culling of payroll as a result of the self service check out stations.
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Podonsky, Amanda M. "Bram Stoker's Dracula: A Reflection and Rebuke of Victorian Society." Student Pulse: The International Student Journal. N.p., 2010. Web. 25 Mar. 2014.
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