Importance of Communication in Tesco: Improving Functioning and Customer Satisfaction

This report discusses the importance of communication in Tesco and how it can improve the functioning and customer satisfaction of the organization. It highlights the complaints faced by Tesco and the need for transparency within and outside the organization. The report also suggests strategies for improvement and emphasizes the role of effective communication in maintaining a competitive advantage in the market.

BUSINESS
COMMUNICATION

TABLE OF CONTENT
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Complaints in the company.....................................................................................................................3
Improvement in the process.....................................................................................................................5
CONCLUSION...........................................................................................................................................7
REFERENCES............................................................................................................................................8

INTRODUCTION
There are a lot of factors which an organization has to plan a strategy for so that they can
function effectively in the market. Communication is one of the greatest factors which can make
the organization achieve their goals from time to time. This can also make the customers be
aware of the changes which are taking place in the organization and the customers will feel more
comfortable with the organization because the company will be able to understand them and
improve the products accordingly. Tesco has its headquarters in England, United Kingdom with
a total number of employees in the organization are 450,000 and has stores in 6,800 locations.
Tesco was founded in 1919 by Jack Cohen and is the in the top ten retailers in the world which is
a great factor for the organization. The company has a strong experience which is why they have
worked and understood the importance of communication on their organization effectively which
is a great factor for the company. Tesco has faced turnover of labour because they were not
having a strong communication which is why the employees were not being able to match the
expectations of the management and the wages they were being paid were also not enough.
MAIN BODY
Complaints in the company
There are a lot of changes which are coming up in the retail industry because the trends
and the customer’s needs are changing from time to time and it is very important for the retailers
to match those so that they can have a better functioning. Tesco has not just got complaints from
the employees in the organization but also the customers which are not good for an organization
which has expanded them globally (Tuleja, 2016). Tesco has to work on their smaller factors in
the company so that they can get a competitive advantage in the market. The customers are not
getting what they expect from the organization which is good products and services. The
employees who do not have a proper guidance and direction to function in there will be no good
functioning as well which is a very essential factor. It is very important for the organization to
create a transparency within and outside the organization so that the customers and the
employees are aware of the changes which are taking place. There are going to be a lot of errors

which is going to take place in the company which is going to affect the reputation of the
organization in the market and that is not a good factor for the profitability growth of Tesco
(Park, El Sawy and Fiss, 2017).
Peter Johnson,
#565, Park Lane
London
Tesco PLC.
House Shire Park Kestrel Way,
Hertfordshire,
United Kingdom.
Phone No. [phone]
Subject: Regarding the services by employees
Dear Sir/ Madam,
Today as of 10th May, 2020 I went in the store of your organization and had a lot of trouble in
self check out because this was the first time I had come across this machine. I was not being
able to do it myself therefore I asked one of the female employees who had a name tag of Sara
Mai on her shoulder. She was not of any help to me and said that she is going off duty in
sometime which left me with a lot of trouble in your store. This is her duty and if this is how
your organization is treating the customers then I would not want to purchase my groceries from
your company. I had a total bill of $120 and I was in the store around 10:39 am is the camera’s
are checked. This was my duty to tell you because I do not want others to be treated in the same
way like I was. It would be wonderful if you could look into the matter.
Yours Sincerely,
Peter Johnson.

It is very important that the company hires the right employees in the organization who
have experience and knowledge of creating a strong communication in the organization so that
Tesco can get a competitive advantage. There has to be less stress in the organization so that
there is a better functioning because when there is stress in the organization then there will be
lesser productivity and functioning of an organization (Hänninen and Karjaluoto, 2017). Tesco is
having a lot of customers which is why it is very important for the organization to have a strong
internal environment for them which is going to fulfil the needs of the customers and that is a
very essential factor. Communication can reduce the complaints which are coming in the
company which can be a great opportunity for the company to have in the market. Tesco is
expanding them all the time and there are new products which are coming up in the organization
as well so that the customers can get the best in low price and to do that the research and
development team keeps working effectively. Feedbacks are taken by the management and the
leaders of the company so that the improvement in the organization can be done and for that to
take place it is very essential for the company to be able to have good communication in the
organization only then the changes will be able to come in effectively.
The employees in the organization have to be guided properly which can be done by the
help of leaders and managers in the organization. To have loyal customers and to maintain the
standards of the organization it is very important for the company to get in skilled and
knowledgeable leaders in the company who have an experience in the field as well so that the
employees can get transparency in the organization (Bovée, Thill and Raina, 2016). Till the
employees do not have transparency in the organization they will not know what is expected out
of them and they will not be able to functioning in the market effectively. Communication gets in
a better functioning and culture in the organization can be maintained which is going to help the
company to get a competitive advantage which is a great factor for the organization. It is very
important for Tesco to have a strong productivity and operations in the market because the
demand of products is increasing and meeting them from time to time is going to make the
satisfaction of the customers increase and loyalty of the customers as well in the business.
The motivation level in the employees is also going to be strong which a very essential
factor in the company is so that the organization can get a competitive advantage. There have to
be better functioning and with communication in the organization comes in better respect for one

another and the roles and responsibility will be distributed equally (Lu, 2017). Tesco has created
a standard for them in the market which has to be maintained by Tesco by getting in a
communication strategy which is going to help the company to be able to meet the demand of the
customers. It is very important for Tesco to be able to function effectively because without
communication there is a barrier which is created in the organization which needs to be
maintained. There are a lot of organizations which are entering in the retail industry which can
be a great threat for Tesco which is why Tesco has to make their internal factors stronger so that
the competitors do not come in the competition with the organization.
Improvement in the process
There are a lot of factors which can be used by organizations so that they can improve the
functioning and the communication factor in the organization. It is very important in Tesco to get
these because the organization is having a strong portfolio and it is a global brand which has to
be well maintained by the company so that there is a better functioning. Tesco has created a
reputation for them over 101 years in this industry and just because of one ineffective factor in
the internal environment can not affect the brand image or reputation of the company in the
market (Coffelt, Baker and Corey, 2016). Tesco is aware of the mistakes they have made in the
past which is why the company has lost a lot of skilled and trained employees in the organization
which is why it is very important for Tesco to find ways so that they can keep the customers and
the employees of the organization in the company.
 Purpose
Tesco is organizing events and campaigning for their products to be launched in the market
effectively. During campaigning Tesco are asking the customers for feedbacks so that they can
improve effectively the new products so that they can capture the market further. When there is
going to be no communication in the organization with the employees and the customers then
how will the organization be able to have better productivity and operation in market which is
going to result in higher profit margins (Sutter and Kieser, 2019). Through events Tesco gets the
customers aware of this brand image and name which can make the customers go to the stores at

least once and when they realize that they are getting the products for lower price than the
customers get loyal to this organization which is good for a long run in the market.
 Audience
There have to be meetings of the employees with the management or the leaders of the
organization so that they are aware of the changes and the decisions which are being made in the
organization. The objectives are modified by the management which needs to be put across the
employees so that the employees of the organization can put in their best and will make the
company have a better functioning for them for a long run in the market (Cardon, 2016). The
leaders of Tesco are meeting up with the employees on weekly bases which is a great factor
because the employees will be able to match the expectations of the company which is a great
factor for the company. One-on-one meeting have a better communication and understanding of
the processing of the organization better between the members of the organization which is a
great factor for the company.
 Information
It is very important that the organization is having effective methods to spread the
communication in the organization so that there is a better functioning. There are emails,
messages, and other effective methods which can be used by the management of Tesco to make
the employees and the customers aware of the changes which are taking place. The productivity,
operations, quality and functioning of the organization depends on this factor because this gets in
an awareness of the expected functioning from the employees and when the employees will be
aware they will give their best (Kim, 2019). There is a motivation in the organization which also
needs to be spread so that there is a better functioning of the organization. Even the bad news
should be addressed to the employees properly so that there is a well maintained transparency in
the organization which is a great factor for Tesco for a longer run in the market. The employees
will be able to understand the culture of all the employees working in the organization as well
which is going to make Tesco have a multicultural environment for the employees to work
within.
Tesco PLC.

House Shire Park Kestrel Way,
Hertfordshire,
United Kingdom.
14th May, 2020
Dear Peter Johnson,
We appreciate that you contacted the organization and told us about the flaws we have in the
company which is a great factor for us. We are making efforts to improve the services and the
quality of the products by the company.
The managers of the store will work on the assistance factor in the store and not just that but
have better skilled employees in the stores so that customers can have a better experience. The
manager of the store will also give you a 10% discount for your next purchase and your last bill
would be refunded to you.
Thank you for bring this issue to our attention which can be very useful for our future growth in
the market.
Yours Sincerely,
Customer service manager
[phone]
CONCLUSION
From the above report it can be concluded that the organization will have to have a strong
communication so that they have a strong functioning and clarity of functioning in the
organization. This is going to help the company to get a competitive advantage which is going to
be a great factor for the organization and the company will be able to have a longer run in the
market. With time and situations the organizations have to work on their weaknesses so that they
can compete in the market and especially in the retail industry the competition is increasing

rapidly which is why it is very essential for the company to have a better functioning for
themselves so that they can make the customers loyal.

REFERENCES
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pp.300-316.
Crane, A. and Glozer, S., 2016. Researching corporate social responsibility communication:
Themes, opportunities and challenges. Journal of management studies. 53(7). pp.1223-
1252.
Hänninen, N. and Karjaluoto, H., 2017. The effect of marketing communication on business
relationship loyalty. Marketing Intelligence & Planning.
Kim, S., 2019. The process model of corporate social responsibility (CSR) communication: CSR
communication and its relationship with consumers’ CSR knowledge, trust, and
corporate reputation perception. Journal of Business Ethics. 154(4). pp.1143-1159.
Lu, S., 2017, March. Study on Business English Teaching. In 2017 7th International Conference
on Education, Management, Computer and Society (EMCS 2017). Atlantis Press.
Park, Y., El Sawy, O.A. and Fiss, P., 2017. The role of business intelligence and communication
technologies in organizational agility: a configurational approach. Journal of the
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pp.249-277.
Tuleja, E.A., 2016. Intercultural Communication for Global Business: How leaders
communicate for success. Taylor & Francis.