Report: Business Operations, Customer Service and Structure Analysis

This report provides an analysis of business operations, focusing on key aspects such as leadership styles, organizational structures, and customer service strategies. It examines the operational practices of companies like Marriott and Sainsbury, exploring how they implement leadership approaches, including the shift from autocratic to democratic styles, and incorporate corporate social responsibility (CSR) into their business models. The report also delves into the importance of ethical practices and the impact of customer service on business success, highlighting how excellent customer service builds customer loyalty and enhances a company's bottom line. Furthermore, it discusses the benefits of customer profiling, such as understanding market potential and improving targeted marketing efforts. The report concludes by emphasizing the significance of effective management, strategic implementation, and customer retention strategies for successful business operations.

HOW BUSINESS OPERATES

INTRODUCTION
 Business is operated through perfect leadership skills, styles
marketing strategies and various functions departments like customer
service, HR and financial.
 In this presentation organisational structure of private and public
sector have been discussed.

BUSINESS ENVIRONMENT
1. Organisation Culture
Sainsbury does working in customer facing environment. What people
see and expect it matters for the organisation. The uniform of staff,
display of shelves and colour themes all that matters for the organisation.
Organisation culture is the back bone for success.
2- Leadership Styles-
in 1969 there was autocratic approach followed but then in 1993
democratic style of leadership was started to follow.

CONTINUE
3. Corporate Social Responsibilities- CSR is very important to maintain
the sustainability and profitability and to provide better living standard
for future generation. It includes-
Respect for environment ,Less water consumption, Community welfare
etc.
4- Ethical Practices- Compliance with law, Ethical Trading, Compliance
with Accounting Controls and procedures.
5- Management styles to deal with differences in behaviors- Theory X- in
this theory employees avoid work and restrict supervision. Theory Y- In
this approach employees are self motivated and ambitious.

ORGANISATIONAL STRUCTURE OF
MARRIOTT
Luxury, Premium are the brands of this.
Vision of Marriott is to become premium provider and leisure vacations
in the world.
It follows- Independent owners, workforce vendors, customers and
communities etc.

ORGANISATIONAL STRUCTURE OF
PUBLIC SECTOR
 Vertical Structure- In this the organisation have top management,
middle management and lower management. Top management takes
decisions and middle management follows and orders to lower
management to do actions on it.
 Horizontal Structure – It does not follow hierarchy and is more equal
to employees and labours. This promotes open communication among
all the employees.

ORGANISATIONAL STRUCTURE OF
PRIVATE SECTOR
Organisation structure helps to build a team of professional and talented
people to achieve a goal or objective of the organisation.
1- Unity of command- In this type of structure there is only one superior
and rest are the subordinates who will follow the orders of their
superiors.
2- Authority and Responsibility- Private sector involves a variety of
factors and the authority and responsibility are being considered as the
essential ons. To maintain the responsibilities, there have been various
factors involved that can help in maintaining an sort of balance between
all the operations and functions.

IMPACT OF CUSTOMER SERVICE ON
BUSINESS SUCCESS
 Good customer service has affected Marriott to large extent. It is a key
factor of building business. Bottom line of any organisation is
improved if customers receive excellent service.
 It helps in building raving and loyal clients.
 They will retain only in that business in which they feel secured and
comfortable.
 They also tell their friends about organisation through social post,
telephonic system and discuss positive parts of the firm.
 Thus, if organisation has spent money and behaved well with its
clients then it is sure that it will value their presence in the company.

BENEFITS OF CUSTOMER PROFILING TO BUSINESS
There are many benefits related to customer profiling to business:
 Understand Untapped potential of Market: Market areas can be
analysed through accurate profile of customers which helps in
understanding penetration rates and market potential of services and
products. Market opportunity increases penetration rate point
 Improving Targeted marketing: Wherever there is highest penetration
customers can be easily identified and understood in clusters. This in
turn helps in targeting business activities to those who can purchase
products in huge amount. Response rates can be improved precisely
with different offers that are specified to them.

CONCLUSION
 Finally, it is concluded that Business is well operated only if manager
knows its key responsibilities and strategies are applied within the
organisation.
 Marriott and Sainsbury follow leadership styles and know how to
retain their customers in best possible way.

THANK YOU