Post by account_disabled on May 1, 2024 21:59:55 GMT -7
This did not come about through the impact of more labor on service quality but through its impact on conformance quality—those boring supply chain tasks. For this retailer Ton calculated that a one standard deviation increase in store labor brought about a percent increase in profit margin.
These findings ran contrary to the thinking of store managers that Ton interviewed. They consistently identified service quality as a top indicator of store performance and their evaluations by higher management gave service quality e.g. clean bathrooms and employees greeting customers and making eye contact a Heavy Construction Contractors Email List percent weight in importance as compared with percent for store conditions e.g. shelf organization labeling and general presentation and less than percent for returns of unsold inventory to distribution centers. I CALL THESE PEOPLE SUPPLY CHAIN FOOT SOLDIERS. Having items in storage areas but not on the selling floor didn t count at all in their evaluations but it counts a lot in customer satisfaction and customer retention and it wastes a lot of time for store employees.
What s not to like about an enjoyable service environment and knowledgeable employees But they aren t always the key to profits Ton says. for retailers that sell undifferentiated products offer a self service environment and compete on the basis of product availability having the right product in the right place at the right time with the right label and of course with the right price may be what really drives customer satisfaction. Another significant factor was an emphasis on minimizing payroll expenditures a not uncommon strategy for retailers that view it as an obvious way to cut costs.
These findings ran contrary to the thinking of store managers that Ton interviewed. They consistently identified service quality as a top indicator of store performance and their evaluations by higher management gave service quality e.g. clean bathrooms and employees greeting customers and making eye contact a Heavy Construction Contractors Email List percent weight in importance as compared with percent for store conditions e.g. shelf organization labeling and general presentation and less than percent for returns of unsold inventory to distribution centers. I CALL THESE PEOPLE SUPPLY CHAIN FOOT SOLDIERS. Having items in storage areas but not on the selling floor didn t count at all in their evaluations but it counts a lot in customer satisfaction and customer retention and it wastes a lot of time for store employees.
What s not to like about an enjoyable service environment and knowledgeable employees But they aren t always the key to profits Ton says. for retailers that sell undifferentiated products offer a self service environment and compete on the basis of product availability having the right product in the right place at the right time with the right label and of course with the right price may be what really drives customer satisfaction. Another significant factor was an emphasis on minimizing payroll expenditures a not uncommon strategy for retailers that view it as an obvious way to cut costs.