Operational Excellence

The following sample essay on Operational Excellence tells about the management.

So to achieve customer satisfaction ‘Eurest at Sainsbury’s’ have to identify their clients and customers, then research their needs, then set targets on how to improve their satisfaction, carry these targets and finally they should talk about this action and make sure it is supported by the management. This is a good method of obtaining customer satisfaction, it explains in detail a professional method of achieving this. They have chosen this method because it involves finding out the customers’ needs and wants, this means that they know exactly what the customers need.

Then declaring improvement targets means that they have found, through research, new and efficient ways of satisfying the customers.

Finally, prioritising the targets and making sure that the targets are supported by the management is a way off ensuring that the targets are safe and that they are going to be a success. They have chosen this over other targets because off how efficient it is and that they know from experience that it is the best target.

For example ‘Eurest at Sainsbury’s’ could have decided that to achieve customer satisfaction they should serve good quality meals at a cheap price. This would be a good method, but although it would please some customers, it would also displease other customers because ‘Eurest at Sainsbury’s’ would spend a lot of their time sticking to this target and not to the other needs of the customers.

‘Eurest at Sainsbury’s’ has achieved this objective in most areas.

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The company researches what the customers want and tries to adapt to this in all situations. For example ‘Eurest at Sainsbury’s’ regularly use a questionnaire scheme, this involves giving the customers a voluntary questionnaire that included various questions on what they want from the staff canteen service. ‘Eurest at Sainsbury’s’ the review the questionnaires and introduce schemes like the ‘meal deal’ scheme. This scheme involves giving the customers a chance to buy a meal deal, a variety of foods for a certain price. This scheme has been a great success and now it is used in all of the ‘Eurest at Sainsbury’s’ units. Obviously it is hard for ‘Eurest at Sainsbury’s’ to achieve complete customer satisfaction as you simply cannot please everyone, but in this area they have done what they can to achieve this goal. Over the years they have recorded a lot of research on customer satisfaction, it is just a matter of getting the balance right. Establish our position as the market leader in foodservice worldwide. We will continue our focus on the needs of our market places through our use of brands – driven and facilitated by New Famous Foods and foodservice brands, and by marketing our operating brands.

This means that they want to establish and keep their position as market leader. They want to do this by gaining a well know image for their food and to publicise their brand names. ‘Eurest at Sainsbury’s’ use the ‘Eurest’ and ‘Compass’ brand names on all of their meals and packaged foods. These brand names are widely known and to achieve this objective ‘Eurest at Sainsbury’s’ must keep these brand names successful and research new ways to promote them. They have chosen this objective over others because it aims high and they believe it is achievable. Compass have already achieved market leadership, so what they want for ‘Eurest at Sainsbury’s’ is for them to retain their leadership and to make it even better. Eurest at Sainsbury’s’ are definitely achieving this objective as we know they are already part of the market leaders.

Their brands are the most well known in the contract catering industry they are in the process of creating new market brands. For example if you go into any service station on the motorway, about 85% of these will have a restaurant that has the ‘Eurest’ or ‘Compass’ trademark. Also Compass is in the process of creating the ‘compass sandwich range’, which has been tested in 10% of the units. The idea is that these sandwiches are of the highest quality and they are made with quality ingredients. Compass wants their employees to be exceptionally good workers, that’s why they have given ‘Eurest at Sainsbury’s’ this objective. If carried out correctly the staff would have been carefully employed, trained and then to be developed. This is a good objective in theory but this isn’t ‘Eurest at Sainsbury’s’ strongest area. They have chosen this objective because if carried out correctly, it will have an excellent affect on the staff and business. An alternative to this could be, using a training first objective where he staff are heavily trained before doing any work. This should work out to be a good method but Compass have decided on their objective from experience in the industry.

‘Eurest at Sainsbury’s’ recently haven’t been very successful in achieving this objective. At the moment they are having a lot of short-staffing problems, this is due to not carrying out this objective efficiently. For example at the moment ‘Eurest at Sainsbury’s’ are moving a lot of permanent, fixed workers from their unit to other units across the country, this is due to short staffing. This is not good for the business as fixed worker are usually fixed to there units and if you move them to other units they may not know the procedures and how to work in that unit. Also many employees are employed without filling in the application form. This means that in some cases almost anyone can get a job working for ‘Eurest at Sainsbury’s’. So as we have learned, this is definitely an area for improvement for ‘Eurest at Sainsbury’s’.