Crown Asian Supermarkets: Addressing Customer Service and Training

This case study delves into the operational and customer-related challenges faced by Crown Asian Supermarkets, an organization focused on serving the Asian community in Australia. The primary issue identified is the inadequacy of cashier staffing relative to customer traffic, leading to long wait times and potential loss of customers and revenue. The report highlights the need for improved customer service and explores the implementation of a self-checkout system to alleviate these issues. A training manual is proposed to ensure staff proficiency with the new system, emphasizing usability testing and effective customer assistance. The ultimate goal is to enhance customer satisfaction, retain customer base, and improve the overall business performance of Crown Asian Supermarkets.

Running head: CASE STUDY OF CROWN ASIAN SUPERMARKETS
Case Study of Crown Asian Supermarkets
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1CASE STUDY OF CROWN ASIAN SUPERMARKETS
Executive Summary
The main aspect of the report is to deal with the issues of the clients as well as business that is
faced by the organization of the Crown Asian Supermarkets. The business report comprises
of the facts that critically describes the potential issues of the organization. This report
identifies these issues as the insufficient numbers of cashiers and simultaneous increase in the
number of customers that are visiting the Crown Asian Supermarkets. This increases the lack
of the customer stability within the organization of Crown Asian Supermarkets as the
customers has to wait for much long time in regards to the bill the purchased goods at the
stores. This will provide a huge loss in the revenue of the organization. This will provide
negative reviews to the other customers that are tending to visit the stores in near future.
These issues are said to be critical in accordance to the customer-based organization that is
Crown Asian Supermarkets. Moreover, the staff trainings are also an issue regarding the staff
as well as the customers that is being highlighted within the business of Crown Asian
Supermarkets. This report will deal with this potential issue as well as the documentation
manual is also provided that will reflect the overall training sessions of the business processes
within the organization.

2CASE STUDY OF CROWN ASIAN SUPERMARKETS
Table of Contents
1. Business Case.........................................................................................................................3
2. Documentation.......................................................................................................................4
3. References..............................................................................................................................5

3CASE STUDY OF CROWN ASIAN SUPERMARKETS
1. Business Case
In this section, the study is duly explained with respect to the Crown Asian
Supermarkets (Leong-Salobir, 2019). This company thrives to cope with the increasing needs
of the customers in the country of Australia. The prime focus of the company is to meet the
requirements of the customers mainly students as well as tourists that migrate to Australia
every year from the other parts of the world. The products that are provided by this company
incorporates snacks, cooking spices, steamed bun, cigarettes, wines, kitchen utensils and
many more of the Asian context. The primary customer groups are from Asia, mostly from
the countries like japan, China, Korea and southeast countries.
There are certain issues that are depicted within the organization of the Crown Asian
Supermarkets, which tends to the decrease in the business of the organization. The primary
issue that is being faced by the business is said to be the fact of assisting customers. This
highlights the case of high traffic regarding the customers visiting the stores of the Crown
Asian Supermarkets (Alhelalat, Ma’moun and Twaissi, 2017). The lower number of support
staff as well as cashiers are the main issue that is being faced by the customers while they
visit a store of Crown Asian Supermarkets. This leads the customer to wait for long in the
queue of billing to bill the products that they purchased from the store. For this case the
customers has to return back without buying the products and this puts an adverse effect in
the feedback of the customers thus the organization loses the customer’s base. This is
probably the most significant risk identified with the organization of Crown Asian
Supermarkets in the field of business. This implicitly puts a very negative impact in the field
of revenue of Crown Asian Supermarkets (Luo, 2017). Due to this reason the organizations
needs to design a new system that will be designed by Crown Asian Supermarkets for

4CASE STUDY OF CROWN ASIAN SUPERMARKETS
facilitating the customers with the online transactions within the system of Crown Asian
Supermarkets.
2. Documentation Manual
This training manual will identify the overall infrastructure of the new automated self-
checkout system for the customers that are trying to bill the purchased products within a store
of the Crown Asian Supermarket. The employees of the organization will follow this manual
for providing better services. The training materials in the case of Crown Asian Supermarket
are then defined for the proper training of the employees within the organization of Crown
Asian Supermarket (Perulli, 2016). The assessment component is that the interface of the
automated system must be thoroughly known to the staffs to provide better assistance to the
customers. The usability testing of the overall system is firstly to be carried out by the staff so
that the customer should not face any vulnerability while using the automated checkout
system. This plays an effective role in building as well as retention of the customer base of
the organization (Shurmer, 2017). Moreover, the manual will be comprising of the detailed
analysis of the self-automated system for enhancing the business of Crown Asian
Supermarket.

5CASE STUDY OF CROWN ASIAN SUPERMARKETS
3. References
Alhelalat, J.A., Ma’moun, A.H. and Twaissi, N.M., 2017. The impact of personal and
functional aspects of restaurant employee service behaviour on customer satisfaction.
International Journal of Hospitality Management, 66, pp.46-53.
Leong-Salobir, C., 2019. Markets and Supermarkets. In Urban Food Culture (pp. 165-187).
Palgrave Macmillan, New York.
Luo, L., 2017. Temporal Modelling for Customer Behaviour.
Perulli, P., 2016. The Asian urban contract. In The Urban Contract (pp. 129-177). Routledge.
Shurmer, V.K.T., 2017. Asian New Zealanders: Identity, Belonging and Political
Participation.