Operational Excellence- Evaluating Key Elements in Retail Business Operations

Operational Excellence- Evaluating Key Elements in Retail Business Operations

Operations and Profitability at Freeland ShurSave Supermarket and Family Dollar

Operations management entails managing business processes transforming inputs into various goods and services, and adding value to customers (Gupta & Starr, 2014). This paper analyses the relationship between operations management and profitability at two retailers, namely; Freeland ShurSave Supermarket and Family Dollar, located in Freeland, Pennsylvania. The customer experience at both retailers is positively influenced by various aspects of operations. For instance, at Freeland ShurSave Supermarket, customer experience is positively influenced by the availability and accessibility of products, and the sales and service systems. The retailer has a wide variety of products for customers to choose from, various strategically located retail stores, and operates for prolonged business hours. As a result, customers can easily and conveniently access products, which positively affects the experience of shopping at the retailer. Additionally, the retailer has adopted innovative sales and service systems to enhance customer experience, including using e-commerce and digital modes of payment. At Family Dollar, customer experience is positively affected by sales and service systems, and the general atmosphere of the business. Specifically, the retailer has adopted innovative technologies to enhance customer service and sales, including using digital modes of payment and online shopping platforms. Family Dollar’s friendly business environment also contributes to positively affecting customers’ experience.

However, there are certain aspects of operations at both retailers with a negative influence on customer experience. At Family Dollar, customer experience is negatively affected by the lack of competent staff to help customers in identifying appropriate products to satisfy their needs. Its poor safety and cleanliness standards also negatively affect customer experience, primarily the lack of enough sanitizers to combat the spread of the COVID-19 pandemic. At Freeland ShurSave Supermarkets, customer experience is negatively affected by poor facility management practices and the general atmosphere of the business. Specifically, the retail store is poorly designed and products are arranged confusingly. Additionally, the retailer’s staff are less motivated to help customers, dampening the business’ general atmosphere. Do you need urgent assignment help ? Get in touch with us at eminencepapers.com.

The two businesses’ margins and profitability are affected by both similar and different aspects of operations. On one hand, both businesses’ margins and profitability are positively affected by the use of innovative technologies in their sales and service systems. Innovative technologies are significant in enhancing efficiency, reducing costs, and improving sustainability, resulting in increased profit margins and overall organizational profitability (Wolniak, 2020). On the other hand, different aspects affect the retailers’ margins and profitability. For instance, Family Dollar’s profitability is positively affected by a friendly business environment that appeals to customers, whereas Freeland ShurSave Supermarket’s profitability is negatively affected by demotivated employees who dampen the retailer’s general business environment.

References

Gupta, S., & Starr, M. (2014). Production and Operations Management Systems. Florida: CRC Press.

Wolniak, R. (2020). Main functions of operation management. Production Engineering Archives, 11-14.

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Visit two retailers of your choice (other than your own). These businesses may be competitors or simply other businesses in your area.

During your visits, assess the following elements of business operations, e.g., facility management; cleanliness and safety; staffing; sales and service systems; available and accessible products; and the general atmosphere of the business.

Use course content, your experience, and outside research to answer the following:

Identify and describe at least two aspects of operations in each business that positively affected your experience.

Identify and describe at least two aspects of operations in each business that negatively affected your experience.

Compare and contrast the two businesses in terms of what aspects of their operations may be impacting margin and profitability