Tesco Customer Service

Running head: TESCO CUSTOMER SERVICE
TESCO CUSTOMER SERVICE
Name of the Student:
Name of the University:
Author Note:

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TESCO CUSTOMER SERVICE
Table of Contents
Introduction:....................................................................................................................................1
Problem insight:...............................................................................................................................2
Portfolio of generated solution ideas:..............................................................................................2
Solution selection analysis:..............................................................................................................2
Value proposition benefits:..............................................................................................................3
Business model description:............................................................................................................3
Value proposition development and delivery:.................................................................................5
Financial value capture and strategic fit..........................................................................................7
Conclusion:......................................................................................................................................8
References:......................................................................................................................................9

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TESCO CUSTOMER SERVICE
Introduction:
Customer satisfaction is the crux of revenue generation of multinational companies.
Achievement of customer satisfaction today is not dependent on the supplying appropriate
products alone. It is is equally reliant on delivering products to customers at appropriate time as
per convenience of customers. The fact holds truer for retail companies which offers a wide
range of products to consumers. The retail companies are under so intense pressure to supply
grocery products on time that some of the leading retail companies are using robots and drones.
The aim of the report would be exploring the salient business features. The research would be
based on the article dated January 8, 2019 in The Daily Mail which mentions that Tesco, the
British retail giant is using robot and drone services to deliver groceries within an hour within the
certain radii from the location of the stores (Poulter, 2019)
Figure 1. A picture of the robot Tesco uses to deliver groceries
(Source: Poulter 2019)

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TESCO CUSTOMER SERVICE
Problem insight:
The problem which the research would explore would the continuous pressure which
Tesco is facing to deliver grocery products in the United Kingdom. Grocery items like food and
drinks have shorter shelf lives and hence have to be delivered to customers within shortest
possible time. The urgency to deliver grocery products within short time spans have necessitated
the retail chains to apply innovative delivery strategies (Noe et al., 2017). They can no longer
solely depend on their delivery personnel to deliver products on time. Tesco, the British
international retail chain has adopted the strategy to deliver groceries using robots. It can be
pointed that though the use of robots has enabled the retail chain to ensure higher level customer
services, it has put immense pressure on the existing resources of the company.
Portfolio of generated solution ideas:
The portfolio of innovative strategies which Tesco has generated to solve the issue of
customer pressure to deliver grocery within short span of time consists of robots and drones. The
robots are used to deliver grocery within short distances while the drones deliver grocery within
long distances (Baumers et al., 2016).
Solution selection analysis:
The two solutions namely, drones for long distances and robots for short distances have
been embedded with certain technologically advanced attributes which have made their selection
pertinent. First of all of robots and drones are embedded with anti-theft software which enable
Tesco offices to maintain track of their locations and their surroundings. If any person other than
the target consumer tries to open the product container in the robot, the Tesco personnel would
be able to locate the robots as well as drones and direct the police to the locations (Chen et al.,