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A Case Study on Tesco Assignment PDF

Added on - 05 Jan 2021

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RESEARCH PROJECT
TABLE OF CONTENTSLO 1.................................................................................................................................................11.1 Research Proposal............................................................................................................1P2 Research methods to conduct primary and secondary data...............................................7LO 2...............................................................................................................................................11P3 Conduct primary and secondary research with using appropriate methods....................11P4 Research findings with data analysis..............................................................................14LO 3...............................................................................................................................................22P5 Communicate research outcomes in an appropriate manner...........................................22LO 4...............................................................................................................................................24P6 Reflection.......................................................................................................................24P7 Alternative research methodology..................................................................................24REFERENCES..............................................................................................................................25APPENDIX....................................................................................................................................29Research Proposal Form.......................................................................................................29Research Ethics Approval Form...........................................................................................34
LO 1TOPICTo analyse the role of POS in enhancing the customer satisfaction level in a retail basedorganisation in UK : A study on Tesco1.1 Research ProposalOverview of the researchPOS is used customer satisfaction by transactions and through surveys. In retail sectors inUK POS manages trends of items in a very faster way, sell goods at high margins. Customerorder their products faster and they interact more and doesn't make any mistake. It depends onERP and CRM system (Bathelt and Glückler, 2017). It is becoming a profit developing system.Good POS are associated with purchasing power of customers in UK. It can move with all kindof customers and can customize with all kinds of customers if they want. All products are viewedto be sold quickly and profits dropped at bottom line. In online businesses interacting andunderstanding with customers is quite simpler than going offline with retailers. POS has nowbecome a marketing area for retail stores. Many business associates now easily cross-sell, canconduct programs and target quality customers for more sales. Delivery of products is now just aclick away from the hand of customers.Research aims and objectivesAimTo analyse the role of POS in enhancing the customer satisfaction level in a retail basedorganisation in UK : A study on TescoObjectivesTo analyse the concept of POS.To evaluate the implementation of POS system in Tesco.To understand the relationship between POS and customer satisfaction.To recommend ways of evaluating the role of POS systems on providing customersatisfaction.SpecificationThe topic, role of POS system in increasing the rate of customer satisfaction has beenchosen because it has been observed in various cases that some factors like standing in queues1
for a long time etc. acts as a sort of disappointment of the customers. So, for coping with thesame, digital technology such as POS systems can be implemented in Tesco so that thecustomers can have a better experience in doing the payments for the products purchased. So,there is a need for involving and implementing the POS systems in Tesco so that the customerscan have a better arte of experience and satisfaction rate as well.Activities and timescaleBasisWeek1Week 2Week 3Week 4Week 5Week 6Week 7Week 8Analysis oftheproblemMaking theaimMaking theobjectives.Collectionof data onthe basis ofthemesResearchmethodologyGatheringof theprimarydataAnalysingthegatheredinformation2
Conclusion3
Literature reviewIntroductionThe second chapter of the research project is Literature review. In this, a discussion onthe different objectives will be discussed covering all the essential aspects and factors. Theliterature review will present the role of the POS system in retailers, as in this, this will cover therole and impact of the POS systems in Tesco and how they are throwing an impact on the overallsatisfaction level of the customers.Literature reviewConcept of POSA point of sale (POS) system is considered as a place that makes involvement of a cashregister which further involves various features inside it. Some well known and commonexamples of this includes printer through which receipt is printed out, barcode scanner, cardreader etc. Where there is an efficient and appropriate availability of all the factors that the salescan be made. It also makes involvement of a debit or credit card reader, thus it acts as a feasibleoption for the people to just swap the card and the payment is done. So, a POS can also beconsidered as an area where the customers can easily and successfully complete the transaction.It is also considered as a check out counter (Howell, 2016). After purchasing all the products andusing all the services, the customers can complete the whole process of transaction at the point ofsale point. It helps in avoiding the complexities associated with standing in large queues etc. Theimplementation of the POS system is quite expensive. It is because this involves all the essentialfactors that are required for a successful implementation of the same. There is a basic actualserver of the POS system and from that server, different terminals are connected. So, thecustomers can make the payment and transaction from any of the terminal because all theterminals are connected from the server. There is a software which is being used in the POSsystem that the retail organisation can make use of for recording and processing of theoperations. Usually, a cash register can be a monitor, card reader, printer for printing the receiptsetc. because all these are required for an effective processing and also for maintaining a balance.In the monitor, the customers can make the entry of the products purchased, with the help of acard reader the customers can swipe their card on that so that the payment of the productspurchased can be done as well, barcode scanner so that the user can scan the bar code of the4
product from that and it will automatically enter the value of the product in the monitor and then,the user can be able to collect their receipt from the receipt printer.Implementation of POS system in TescoTesco can also make sure to involve the implementation of the POS systems because thiscan be considered as one of the ways of attracting the customers. It is because there is no suchissue of standing and waiting in the queues for a longer time. Also, there are variosu terminals ofthe POS system because there is a main server of the POS where all the activities including thetransaction etc. are being processed but there are various different terminals that are connectedfrom the same server. So, this can help in gaining the interest of the customers at a huge extent.POS is actually a combination of hardware as well as software that helps the process oftransaction quite easy for the Tesco as well. It is because these terminals will help them to easilyscan the product from the bar code scanner and then the system automatically enters the value ofthe product on the system. Then, the processing of payment can be done accordingly and thecustomer can get the receipt from the same (Nakagawa, Matsuda and Ogi, 2015). There are somebasic aspects of the POS system and these involve capabilities like a proper reporting of thetransaction and sales, management of the inventory, capable of collecting the information of thecustomers so that at the time of loyalty programs, extra offers and discounts, they can be able tocontact the specified customers. Also, Tesco should ensure that the actual server which isrecording the activities of each terminal point is getting tracked along with the employee hoursand other related factors of the same. A proper checking of the scanning etc. should also be doneon a regular basis because barcode scanning is considered as one of the essential aspect of thewhole process of the POS system. It is because even any small issue with that as well can throwan impact on the payment scale. Therefore, Tesco should ensure implementing tight securityfeatures from initial stages as well because a proper monitoring whether the users are making anefficient use of the POS systems or not is very important. It is because the actual forte ofimplementing the POS systems in Tesco was to make the processing of the operations andservices easy enough for the company as well as for the customers.Relationship between POS and customer satisfactionThere is a very direct relationship between the involvement of POS systems in Tesco andin improving the rate of customer satisfaction. It is because there are various processes involvedin the implementation of the POS systems that helps in providing an increase in the overall arte5
of the processing of the operations and processes. The involvement of POS system in Tesco canactually help them in various different operations and processes. The customers can get anincreased rate of all the processes and operations. Also, there are fewer chances of any theft etc.because the whole system of the POS is being tracked. Although there is only one main serverbut to that server, there are various terminals connected through which the users can shop andtransact the payment accordingly (Ebbage, 2015). Also, as this is a digital technology, so as perthe changes and the requirements, Tesco can also ensure to make the changes according to therecent trends. So, the involvement of POS system in Tesco can be termed as the factorsproviding satisfaction along with the convenience that helps in reducing the number and rate ofcomplexities of the customers. The complexity of the operations have been increased to an extentthat the people do not have much time to stand in large queues and wait till the other customershave completed their transactions. So, the implementation of the POS system in Tesco forachieving an effective processing of the operations and processes, can act as an effective optionbecause this will act as a beneficial measure for the engaged customers. Also, the paymentmethods are flexible enough because the customers have to just scan the product through the barcode and then it automatically updates the pricing of the same. Thus, it acts as an option that canseem beneficial enough for achieving the satisfaction rate of the customers. Also, the discountsand offers if involved in Tesco, they will be updated on the POS terminals as well. So, thecustomers do not have to roam here and there for investigating about different offers anddiscounts. Also, the Tesco involves various factors to be included in their terminals so that themachine may ask for outputs like entering the basic data and information of the customer. Thisalso acts as a beneficial factor for the achieving the interest of the customers.The data and information is being asked because the machine inputs loyalty points etc. inthe system. So, at the time of any offer or discount, for contacting the customer, the informationis being taken. Also, Tesco should ensure to provide an excellent experience of the POS systemsto their customers because if the customers will not get an efficient and appropriate rate ofservice there, there might be the possibility that they can go and shop in some other outlet orstore (Caution and Ryner, 2017). Therefore, it is very important that Tesco should ensurefocusing on these ways so that they can be able to provide the customers, an appropriate rate ofsatisfaction. This helps in gaining the trust and loyalty of the customers as well. Therefore, it isvery important to focus on these factors. An efficient rate of services by means of POS services6
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