Human Resources department supports the recruitment, coaching, development and rewarding. HR department stay firmly on key issues and develop best strategies to tackle them so they can be ahead in this competitive industry. Morrison department requires broad ranging function; their job is to ensure that employees are gaining valuable experience and maximum exposure. This includes spending time in Employee Relations, Training, Organizational Development, Talent Management, Employee Engagement or generalist role working directly with stores or functional teams.
HR department relationship with other functional activities is the key role to run the company well. HR job is to train an employee for its selected field. HR ensures that there is a good relationship between employees and their bosses. What HR main job is that they have to provide a good customer service and to do that they have to train their employees in "dealing with customer," this training is the key role of running the business. HR also manages health and safety, Equal opportunities and Absence Management.
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They are Front-line, Passionate about retailing, focused on customer service and committed to deliver fresh daily. Every week Morrison's welcomes over 10 million customers. Therefore they are committed to their work which is done by 124,000 colleagues and produce fresh in store than any other supermarket retailer. This is why they say "more reasons to shop at Morrison's."
They produce 100% British fresh beef, lamb and pork; this is why they are the first to commit of selling 100% British fresh meat. They have 370 stores all over UK. They produce fresh bakery items because they grow wheat in the surrounding area of the store. They also supply fresh flower and have received many awards and they want to continue with these missions.
Feed the nation as cheaply as possible
Provide good customer service
Morrison's Corporate Strategy
Haulage Emissions Reduction
Waste to Landfill Reduction
Raising money for charity
Fresh Food Academy skills training introduction
Morrison's Operations Strategy
They are one of the country's largest supermarket chains, offering a range of goods including both branded and own label products. Their aim is to provide all the customers with the very best value for money wherever they line and uniquely. They charge the same prices in every one of their large stores. They are providing there customers with fresh and 100% British food.
Morrison's Operational Plan
Outstanding value for money
Opening of new stores
Working with other company like "Safeway"
As Morrison's is taking over Safeway they should work with the same staff and make a complete make over of safe way to Morrison's. With this they'll have to work with makeover of the store only. This way they will not have to spend much money with Safeway staff.
If they keep up with their good and wide quality varieties and their friendly service then they will be able to make new stores then their demand will increase with in the customers, this demand is seen every week when over 10 million customers visit their market.
All will be depended on their performance.
Task 3: Quality Management
TQM includes the satisfaction of the customers, modern equipment and workers receiving highest level of training.
Reducing errors can bring changes to the company; Customer can find easily what he or she is looking for. Use of modern equipment can save time and brings output fast, which can save money and improve work system. Higher Level of training is given to staff will allow every employee to do its work faster and more accurately. An employee should know what he or she has to done.
There are seven quality control tools in total; the quality control tools that can be used to monitor the different quality levels required are:
Cause-and-effect diagrams: This is also known as the Fishbone diagram; because it is shaped like a fish. Cause-and-effect diagrams identify many possible causes for a problem and it is also used to structure a brainstorming session and quickly sorts ideas into categories. The Cause-and-effect diagram is used mainly when the possible causes of a problem needs to be identified.
Always on Time
Marked to Standard
Here is a simple fishbone diagram:
Out of specification
Poor quality management
Through this diagram problems can be related back to their right cause & the cause can then be corrected. For example, if the problem is that the place isn't clean, and then it can be traced back to various causes, like the people; is the person performing the job well, has he got any experience in cleaning? Or it may be about the method; is the person sweeping the floors properly, are the shelves stocked up neatly and in order? It could also be caused by the machine or products used; is the sweeper working properly, does it need to be replaced, is it effective?
Therefore, Cause-and-effect diagrams are problem-solving tools.
Checklists: A checklist is a structured form which can be used for collecting and analyzing data. It is a simple, but very effective fact-finding tool and it allows the worker to collect specific information on the defect which is being observed. Checklist can be used on other aspects too such as time or location of the defect; we can isolate the timing and location of a defect and then correcting the problem can be made much easier. For example, if a customer reports bad attitude from staff, we can observe the timing of the complaints which singles out an employee and how frequent that employee is being reported; then the problem can be corrected (fire the employee or give warnings).
Here is what a simple Checklist looks like, i.e. a checklist for staff attitude complains:
No. of Complaints
It is clear from this table that Carl had the most complaints and he may be a bad influence on the other employees, prompt action should be taken against Carl. Carl may be inexperienced and may simply not know how to react to customers; in that case training should be provided to Carl, and he should be supervised as well.
Scatter Diagrams: These are graphs that show how 2 variables may be related to each other. They are useful in detecting the degree of relationship between 2 variables. If the variables are correlated, the points will fall along a line. If there is no correlation between the variables, the points will be scattered everywhere, in no order, and showing no observable pattern.
Scatter diagrams are very useful in problem solving, they can link problems with their causes and can show if they are related or not. If they aren't related, another variable can be tested, but if they are related, then action can be taken to solve the problem.
An example is to see if there is any relationship between the number of customers at a time and the number of complaints of staff attitude.
Number of complaint received for attitude
Number of customers in shop at a time
We can see that it is a very positive correlation, and we can deduce that as the number of customers in a shop at once increases so does the number of complaints of staff's attitude. This could be due to mental exhaustion, panic, or the employee may simply be tired; in this case, training for busy times should be provided, or more employees should be hired in order to lower the workload of others.
Solving the Quality Control Problems:
The fast food business is a very competitive business. It must be able to meet the requirements of customer and be able to project the right image in order to be successful. Marketing strategies must be planned to attract customers.
A fast food store's image is determined from the attitudes gathered from the consumers' evaluation of nine relevant store attributes. These are:
The quality of food served
Friendly or helpful staff
Home delivery or drive-in service
Consistency of quality of the food
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The multi-attribute image model provides very valuable information for predicting and describing the image of the store. A manager can better understand the market if he identifies the great importance of relevant attributes and assessing fast food restaurants on these attributes.
Customers associate great importance to the consistency of the food, the cleanliness and the quality of food. The next important group in customer satisfaction is staff behaviour like politeness of staff and type of service. The lowest group is formed by the environment, store location, men and price. It has been greatly noted that price is given the least importance. Therefore, if a fast food chain intends to do well, plentiful attention should be given to the first 2 groupings, which are the most important, to enhance customers' beliefs of these attributes.
Health and Safety Assessment
Cleaning the Supermarket floors
This can be dangerous to the customers and as well for the employees. To prevent it a "caution" sign can be used to warn the customers and employees.
Use of Machinery
This can cause damage to the customer. To prevent it employee must use the machinery carefully and warn every one who passes by and make sure it is functioning correctly
Baking devices for bakery item
This can cause damage to the employee and the customer. To prevent the disaster the baking devices must be checked every day for anything suspicious. In case of explosion, it should be far away from the customers.
Loading items on the shelf
This can cause damage to the customer and the employee. To prevent this Liter must be thrown in a bucket so no litter can come between anyone's feet
Music Volume control
This may cause damage to the customer and the employee. To prevent loud music should be prevented in case of injury to the customer or the employee
This can cause damage to the customer. To prevent this water should be cleaned form the floor when watering flowers or a bucket should be used to prevent the water from tipping on the floor.
Shining Jacket should be worn
This can cause damage to the employee. To prevent this, an employee must be given a jacket which can be seen in the dark or in the warehouse. It can help a machinery user to see the person in warehouse.
No Smoking Policy
This can cause damage to the customer and the employee. To prevent this, a smoking place should be built for smokers, so rest can be protected by passive smoking.
This can cause damage to the customer and the employee at most. To prevent this, an employee must be introduced with health and safety regulations and for customer any employee should be available to carry the items for the customer.
Fire alarms and extinguisher are working
This can cause damage to every one. To prevent this all the alarms should be tested frequently and extinguisher should be in working condition
As a Manager, how would you manage this organization as a safe and healthy workplace.
My aim would be to eliminate preventable accidents and ill healths associated within the organisation premises and reduce the rate of reportable accidents.
I would make a Health and safety booklet for employees which will tell them about the health and safety regulation. A training session would be given as well to prevent any accident. Any broken machinery would be removed immediately to prevent accidents.