Project Management: Key Concepts & Practices

This assignment delves into crucial aspects of project management. It examines the influence of various factors on product and service development, emphasizing the importance of knowledge management within projects. The assignment further explores successful strategies for IT outsourcing, highlighting best practices for managing these complex endeavors.

Impact of customer satisfaction and its
impact on Nero coffee performance

Table of Contents
INTRODUCTION.....................................................................................................................................3
LITERATURE REVIEW.........................................................................................................................6
METHODOLOGY....................................................................................................................................8
CONCLUSION AND RECOMMENDATION......................................................................................15
REFERENCES........................................................................................................................................18

INTRODUCTION
Customer satisfaction played is too important for the success of the business and its
future growth. There are various aspects which having affects their satisfaction level, so that they
can achieve their long term targets and aims (Ajmal, Helo and Kekäle 2010). it is essential for a
company is to provide high quality service in an effective way which can also provide
competitive advantage in the market. In present report is a research study which is related the
Nero coffee which is a small business enterprises and operate their operations in the United
Kingdom. The research report main aim is to understand all aspects of customer satisfaction and
its impact on business performance.
The project plan having a large significant in the implement of the overall project. this is type of
small brief of the report which is given below:
Aims and objectives This is the first part of the report which is related with the overall
project. this is the responsibilities of the project manager is to identify
various issues and design aims and objectives so that they can attain
their desired goals and objectives in an effective manner. in this
report the aims and objectives as given below:
 To identify various issue of customer relating to quality of
service
 To determine the business performance of Nero coffee
 To understand the relationship between customer satisfaction
and business performance.
 Provide recommendation for further improvement.
Introduction This is another par which is related with the overview of the research
report and the company. In the context of given case study, there are
following aspects are given below
Introduction of the research: This project report is having a great
significance for the cited business organization. The coffee business
is one of the attractive and competitive business which required an
appropriate marketing activities in order to compete in the business.

Introduction of the company: Nero coffee is one of the most visited
coffee shop in the United Kingdom. They provide a wide range of
product to its customers. They also operate their business in to other
countries.
Methodology of data
collection
In this report the random sampling is to be used among the loyal
customer of the company. This report is a descriptive research report
which can help to solve various business problems in an effective
manner.
Primary data The primary data is to be collected through questionnaire survey and
face to face interview. There are among 50 customers is to be selected
for the survey.
Secondary data This is another types of data which is related with the data is to
collected from the secondary sources such as news articles, web sites,
government data and other sources.
Research objectives The objectives of the research are the answer of the
specific questions which can be analyses by the help to
various tools and techniques. According to the give
report the aims and objectives are given below:
 To identify various issue of customer relating to
quality of service
 To determine the business performance of Nero
coffee
 To understand the relationship between customer
satisfaction and business performance.
 Provide recommendation for further
improvement.
Scope of the study The scope of the study is related with the area covered in
the research. The present report is helps to provide on the

customer satisfaction impact on the business performance
whereas the previous report is based on the particular
industry not on the particular country.
Marketing activities and its
impact on business performance
Today, the role of customer satisfaction level of the
company is too important. It can help to provide the long
term growth and development to their business so that
they can attain their long term goals and objectives in an
effective manner.
Primary data and Secondary data The data collection is one the method which is used by
the companies in order to attain its long term goals and
objectives. As per given the data the primary data is
collected by the use of questionnaire survey and
interview both. The source of the secondary data is
collected from various websites, newspapers and articles.
Data analyses approach In the present report the data which is used for the
analyses and evaluation of the current data from is called
qualitative report.
Recommendations and
Conclusion
The present report shows that the role of customer
satisfaction can help to improve their product
performance which can leads to increase the customer
satisfaction level.
LITERATURE REVIEW
Customer satisfaction played a prominent role in the success of each and every business unit.
There is various issue which need to be considered by the research in order to increase customer
satisfaction and business performance. which can be used by the company in an effective
manner. According to the Willion (2012), customer loyalty is an ultimate goal which can be
attained only through proving effective services. The term customer loyalty related with the
behavior and attitude of the customer about firm’s product and services. If a corporation focused
on their behavior and act according it will help to gain strategy superiority. On the other hand, as

per (), a company need to provide a high quality product rather than service. They can conduct
feedback use social media platform such as Facebook, Instagram, You Tube and Twitter in order
to analyses the customer satisfaction level relating company’s products and services in an
effective manner. Therefore, every business corporation need to develop each and every aspects
of customer which helps to enhanced their attitude towards business corporation. Through the
company should improve the working performance of employees so they complete their work
effectively manner and easy to achieve the goals and objectives of the company. Business
performance play a vital role to develop business and that help to build brand image in the
market through providing high quality services to its customer. Performance of employees
through complete all works on the decided time period with better quality of work (den
Hertog,van der and de Jong, 2010). It is essential for a business organization is to identify
various factors which is related with the selection of the proposed research project (Bloch
Blumberg and Laartz, 2012). In the context of Nero coffee, they required that to select an
appropriate project so that they can attain their long term goals and objectives. To selection of
research project there are having many factors those are affecting on research project so should
properly analysis them in the effective manner after that select the research project. There are
many factors those are influencing the selection process of research project those are under the
below: Cost effectiveness refers to should maintain the cost of products so customers are easy to
purchase to full fill needs and wants. Company through should properly analysis the market also
customers’ requirements according to them produce the products and with effective quality and
effective cost of products. Cost effectiveness play vital role in the customer satisfaction project
those have properly analysis after that take proper and effective decision regarding company and
always try to produce good quality of products with effective cost.
It is essential for a business organization is that to make their project plan in a way which can
help to control the cost and time of their proposed project. There are various tools and techniques
which can be used by the business organization in order to meet the future goals and objectives
(Eckerson, 2010). for this, the cited business unit can use Gantt chart which is given below:
Gantt chart: This is one of the most appropriate tool which is related with the planning of the
project. the main aim of this tools is to control the organizational resources such as finance,

human resource and other resources. It can provide the guidelines within the timeframe so that
they can meet their objectives within the tile frame. In the given report the activities are start
from research and objectives to recommendations and conclusion. As per the provide Gantt chart
it shows that the maximum duration of the project 17 weeks so that they can completed in the
time frame.

Figure 1Gantt Chart
METHODOLOGY
Research methodology refers to the find out something new things relating to the
research project. There are using some methods and techniques those are those are help to find
out something new and innovative things those are help to develop business. Research
methodology is the systematic process in which conducting research on the particular objective a
collection of information related to the objectives and goals of the research project. In this
research project for collection information there are using descriptive method in which explain
and define the characteristics of the research and ask some questions to customers or in the
external market related to the research project and collect actual information by them.
( Freeman,2010) This method of research help to provide actual or real information related to the
research project on these basis company will easy to evaluate and analysis the information and
working performance of employees or team members. In this research project in conduct survey
and interview on 50 persons on the basis of random sampling and collect the proper
information’s by customers about this research project. In which ask any kind of questions to
customers and they give the actual information on the basis of their ideas and views about this
research project. In the other hand, research methodology in using some techniques and methods
those are help to provide actual and real information reading research project that help to take
better and effective decision and help to achieve the goals and objectives of the company (Keller,
Parameswaran and Jacob, 2011).

To properly analysis and evaluation of collected information about research project in which
clarify define the main objective and goals of the project report. There is properly analysis and
evaluation the collected information reliable or not also evaluate the called information through
receive the outcome help to full fill the actual goals of the research project or not. Collected
information through correctly identify the all errors and lack of points in the research project
those should resolve by using effective methods and strategies (Kowalkowski, Kindström and
Brehmer, 2011).
To properly analysis the collect information’s so mainly there are using two type of methods one
is qualitative method and quantitative method. Both method provide actual and reliable data and
information’s. In this research project using Qualitative method that provide the actual quality
and review of the research project. This analysis method unstructured or semi structured
technique. This method in using some effective method like observation, survey and interview
all these methods help to provide actual and reliable information that help to full fill goals and
objectives of the company and research project. In this approach both questionnaire and
interview approach has been used in an appropriate manner (Polonsky and Waller 2014)
To collection of information from the market to customers so there are mention some
questions relating to the research project those help to provide actual information those are under
the below:
Questionnaire
Name
Age
Gender
Q.1 Have you visited Coffee Nero?
A) Yes
B) No
Q.2 How often you visit Nero coffee?
A) 1 time in a week

B) 2 time in a week
C) 3 time in a week
D) More than 3 time
Q.3 What is your purpose for visit Nero Coffee?
A) Relaxation
B) Reading
C) Just for coffee
D) Others
Q.4 Do you satisfied by company's products and goods?
(a) Yes
(b) No
Q.5 Do you satisfied by the pricing policy of NERO COFFEE.
(a) Yes
(b) No
Q.6 How do you rate range of Nero coffee product
A) Good
B) Excellent
C) Average
D) Poor
Q.7 Do you want to visit Nero coffee in future?
A) Yes
B) No
Interview question for the customer satisfaction level

Q.1 What do you prefer:
Ans.
Q.2 Do you like product quality at Nero Coffee?
Ans.
Q.3 Is Nero coffee location accessible for you?
Ans.
Q.4 Are you satisfied with the service time of Nero coffee?
Ans.
DATA COLLECTION AND ANALYSIS
To collect the proper and actual information regarding research project so there is conduct the
survey in the market to identify actual working performance of the company. Proper evaluation
of collected information is under the below:
Data analyses of Questionnaire
Theme 1 Customer visit at Nero coffee
Interpretation: It is essential for a company is to analyse their customer which help to identity
their choices so that they can design and develop their product accordingly. As per the above

graphical representation, there are 42 customers who already visit NERO coffee and rest of them
approx. 8 not favour with this statement.
Theme 2 Customer visiting frequency at Nero coffee
Interpretation: There are large number of customer visit Nero coffee on regular basis. On the
basis above given diagram, there are 12 customers who visit 1 times in a week, 8 visited 2 times
in a week, 12 going 3 times and rest of them approx. 18 which are critical for the company visit
Nero Coffee more than three times.
Theme 3 Customer purpose of visit at Nero coffee
Interpretation: As per the customer opinion about the reason for visit at coffee store, in the above
graph shows that 44 percent respondent visit of NERO coffee is related with the another reason,

30 percent said that they went for relaxation, 10 percent for reading purpose and rest of them just
for drinking coffee.
Theme 4 Customer satisfaction level on company's products and goods.
Interpretation: After the conduct survey in the market on 50 customers on these bases collect
information relating to the company and research project so 38 are said yes they are satisfied to
their products and services but 12 persons are not properly satisfied. In which company can easy
to evaluate and analysis properly and effectively manner
Theme 5 Customer satisfaction level on the pricing policy of NERO COFFEE.
Interpretation: According to this question pricing policy of NERO COFFEE products and
services so 70% customers are agreeing with this question but 70% customers are not agreeing
because they are not fully satisfied to company's pricing policy of products and goods.

Theme 6 Customer rating on range of Nero coffee product
Interpretation: After conduct the survey in the market than collect the actual data and information
about this research project. It has been interpreted that, 22 customers rated good of the company
products out of 50. On the other hand, there are 18 respondents who rate excellent product, 8
opinions are related with the product are average. Rest of the customers approx. 2 not agreeing
with this argument.
Theme 7: Customer opinion on future visit of Nero coffee.

Interpretation: As per the above given data, there are 40 customers they will visit Nero profit in
the future. On the other hand, 10 customers are not willing to visit the store which required to
identity their issue and increase their customer satisfaction level.
Data analyses of Interview
Finding 1: When in the interview customers were asked of their preference at Nero store. The
majority of respondents said that they love coffee and tea product due to its uniqueness and taste.
This shows that the firm having good product in terms of taste.
Finding 2: When the questions were asked in the interview, about the product quality. The
majority of respondents said the quality are up to the mark which provide competitive in the
market as compare o other coffee store.
Finding 3: This question is more significant for Nero coffee which helps to analyses their
location which accessible or not for the customer. on the basis of their answer in the question
most of the customer that location is to appropriate for them.
Finding 4: Waiting tile plays a vital role in the customer satisfaction level. When this question
asked to customer the majority of responses shows that the service time satisfactory for them.
CONCLUSION AND RECOMMENDATION
Recommendation refers to as suggestion those are help to develop business and help to
achieve goals and objectives of the company and research project. to conduct the survey in the
market then collect the actual information about research project and properly analysed and
evaluate then take the final decision regarding research project. in the survey customers are
provide the actual information the basis of their idea and experience. recommendation by the
customers are help to resolve the problems and issues of the research project team members are
easy to analysis and evaluate the lack of points those can be resolve and take corrective action
towards them (Smith Gonin and Besharov, 2013). through the recommendation easy to identify
the actual need to improvement in the research project that can be help to develop the business in
the effective manner and also help to achieve the goals and objectives of the company. customers
are play a vital role that help to define actual performance by the company in the market and
members of the company can easy to evaluate the actual position and stars of company's

products and goods. With the help of above analyses this is responsibility of manager to use
suitable approach which can enhanced customer service.
As per given above research report it has been recommended that the significance of the
high quality service can help to improve business performance. There are various tools and
approaches activities which can included conduct feedback, provide training ton staff, increase
store location, use to quality raw materials such as coffee beans and milk etc. an. (Sparrow
2012). It is essential for them to use these tools so that they the business organization can
communicate with its customers regarding its product and service quality. Now a day the social
media tools help to provide a communication platform to the customers so that the cited business
unit can get the feedback where they can improve the product performance in an effective
manner. All the marketing activities of the Nero coffee will impact directly and indirectly on the
marketing aspects of its growth and developments as
 Products offered by the company should be such that they can cater to the needs
of the employment opportunities for the way that all the essential ways and
techniques can be created to provide all the required and essential materials for
product and service development.
 Price means that all the marketing elements are being analysed on the grounds of
product's portfolio management system and they cater to all the requirements of
harnessing the growth of employment opportunities if their price related
affiliations are being adopted by the company for the supporting services that will
enable them to grow and develop on the part of price utilization.
 Place means that all the products which are being provided to the consumers as
per the interest of consumers and they differentiate the needs of consumers. The
firm need to increase store location which increase customer accessibility in an
appropriate manner.
 Promotion means that all the techniques that can be analysed and made to the
products and services so that it is made available to all the consumers at all the
levels of distribution.

Though all the strategies are being implemented in Coffee Nero but all these strategies will be
implemented in such a way that they are to be analysed in such a way that all the elements are
being imparted on the grounds of products and service development (Too and Weaver, 2014).

REFERENCES
Books and Journals:
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budget, and on value. Harvard Business Review.
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innovation: towards a conceptual framework. Journal of Service Management. 21(4). pp.490-
514.
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business. John Wiley & Sons.
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Press.
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measuring, and managing brand equity. Pearson Education India.
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Smith, W.K., Gonin, M. and Besharov, M.L., 2013. Managing social-business tensions: A
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Sparrow, E., 2012. Successful IT outsourcing: from choosing a provider to managing the project.
Springer Science & Business Media.