Intervention Plan for Service Quality Issues at Woolworths

1Discuss about the service quality issues and
associated companies in Quality letter
assessment
Intervention plan

Introduction
 In today’s business environment, service quality issues play a vital role to understand
because with the help of service quality study the company is able to know about
important aspects such as communication, credibility, competency and reliability etc.
 The presentation will be based on the intervention plan developed for the service quality
issue of Woolworth i.e long waiting line and due to this issue customer are getting annoyed
and not satisfied with the service.
 With the help of intervention plan, the company is able to build specific skills and meet
their effective goals.
 Basically, it is an action plan which includes goals, timeline, strategies used for
intervention and progress monitoring method.

Intervention plan
Goal Intervention strategy Timeline Progress monitoring method
Improve waiting time at billing
counter
Use of cashless facility, scanner
availability and online payment mode
and use queuing model
Within 6 months Communicate progress with customers by having 360
degree feedback method
Enhance employee engagement Encouraging feedback would be helpful 4 months Key performance indicator to know about job satisfaction of
staff
Improve customer satisfaction Enhancing open communication with
the customers
7 months Customer satisfaction score
Focus on cost of quality using service quality gap model 5 months Prevention costs and appraisal costs
Improve use of digital technology Focus more on investment on
infrastructure, using technology.
8 months Workforce productivity and performance metrics
Provide training and development
sessions to staff members
Provide training on yield management
models to staff
3 months Key performance indicators
More focus on globalisation Focusing on cross border digital
platforms
4 months Measuring actual flows of trade
Improve CSR practices Improving responsiveness and
encourage creativity in the team
members
2 months Benchmarking