Strategic Transformation: Leadership Analysis of Woolworths Group

This report provides an analysis of Woolworths Group Limited, focusing on its mission, values, organizational culture, and leadership style. It includes a SWOT and PEST analysis to assess the company's strengths, weaknesses, opportunities, and threats, as well as relevant economic, political, social, and technological factors. The report proposes a customer service strategy and an implementation plan, emphasizing the importance of a customer-centered culture and a robust customer feedback system. It also addresses potential performance issues among staff members and suggests a training and education plan to reinforce customer service skills. The analysis concludes with recommendations for improving business performance and customer experience, highlighting the need for clear communication strategies and effective emotion controlling strategies. This document is available on Desklib, a platform offering a wide range of study tools and solved assignments for students.

Lead Personal and Strategic
Transformation

Table of contents
Introduction
Overview of the Woolworths Group limited
Woolworth's mission, purpose, and values
Woolworth’s organizational culture
Woolworths existing leadership style
Relevant legislative and regulatory context of Woolworths
Training development in personal leadership and self-management
Customer service strategy
Implementation plan
Leadership style to the process
Communication strategy
Emotion controlling strategy
Evaluation of performance
Expected results and feedback strategy
Directions and values through the actions
Possible performance issues of staff members
Training/Education plan to control the problems
Conclusion


Introduction
 The paper will reflect upon the leadership
style of the organization based on its vision,
mission, and values according to my point of
view. It can be seen that the company must
present the implementation plan that will be
beneficial for the company. Thus, it will
discuss the development of self-management
and personal leadership in an organization.

Overview of the Woolworths
Group limited
 Major Australian public limited company with huge
retail interests
 A second largest country in Australia as per revenue
 Headquarters is in Bella Vista, New South Wales,
Australia (Breevaart, Bakker, Demerouti et al.,
2016)
 Number of employees is around 205,000 in 2018
 Its divisions include supermarkets, petrol, liquor,
hotels and gambling and general merchandise
 Its revenue is estimated at A$55.669 billion

Woolworth's mission, purpose, and values
 The purpose is to provide exceptional quality of products
 Providing a better experience to the customers
 The vision is to become the world's most responsible retailers
 The values are committed to excellence, collaborative,
accountable and customer-obsessed (Shanafelt and
Noseworthy, 2017)
 It aims to be at the heart of the society
 The mission statement is to provide customers with profound
knowledge

Woolworth’s organizational
cultureSWOT Analysis
Strengths
 Organization culture is based on developing strong employee
involvement
 The strength of the organization is its leadership which is
based on ethical values
 Woolworths motivates its employees to perform better
 It allows its employees to express their views (Lidow, 2015)
 It expects from the employees to provide great customer
service
 Excellent management team follows strict and appropriate
procedures

Woolworths existing leadership
style It can be seen that leaders adopt a democratic
style of leadership
 The leaders encourage the employees of
Woolworths
 The leadership style possess good participation
and communication
 It established developmental leadership programs
for the employees
 Woolworths is traditionally followed by such
groomed leaders (Day, Gu and Sammons, 2016)
 The leadership style of Woolworths is quite
consistent


Democratic leadership style

Relevant legislative and regulatory context
of Woolworths
SWOT Analysis
Opportunities
 The government introduced a law that restricts the market
power of Woolworths
 Law based on the removal of liquor license affects the revenue
of Woolworths
 Food Standards Australia New Zealand establishes joint codes
of practice and food standards with Woolworths (Huffington,
James, and Armstrong, 2018)
 Environment Risk Management authority a regulatory authority
coordinates and monitors the compliance of Woolworths

Training development in personal leadership and
self-management
PEST Analysis
Economic factors
 The situation of the company has decreased because of
international financial crisis
 It must maintain stability for the growth of long-term profit
 According to my point of view developmental plan includes
commercial offices, cafes and childcare centers
 The development plan project comprises of $45 million
 The development is of three levels along with childcare and
commercial facility (Tse, To and Chiu, 2018)
 The developmental plan would connect Flora Street with
Sutherland

Customer service strategy
PEST Analysis
Political factors
 Woolworths must implement customer service strategy
 Its political factors include satisfying the needs of the
customers through multiple retail outlets.
 Woolworths has decided to employ the appropriate employees
 It will set specific goals for implementing a customer service
strategy (Krapfl and Kruja, 2015)
 I believe that the aim of the company is to bring a change by
assessing customer needs
 Woolworths must implement change by identifying and
rewarding good service

Customer Service Strategy

Implementation plan
PEST Analysis
Social factors
 The implementation plan would consist of creating a customer-
centered culture
 I would implement corporate service policies and guidelines
 The implementation plan would develop a customer feedback
system
 The plan would adequately respond to the requirements of external
and internal customers (Bachrach, Ogilvie, Rapp et al., 2016)
 It would help the company to review the business processes
 The implementation plan would focus on tracking system and
customer relationship management
 The significance of customer experience is the part of their
profitability and sales

Leadership style to the process
 Customer Service Leadership is an exciting
responsibility for any organization
 It can be seen that the leadership style would focus
on emerging service channels and evolving
customer expectations
 Team members may face the challenges of delivery
service
 Leadership style would focus on the organization's
goals
 It will be based on the combination of self-service
and social media

Communication strategy
 The communication strategies involve the use of
surveys and campaigns
 I would make use of consultative selling to
communicate
 It will help the company to deliver post-sale ongoing
client service
 The communication strategies would help in
providing education to the customers
 The use of social media campaigns would be
beneficial for the organization to implement the
plan

Emotion controlling strategy
SWOT Analysis
Threats
 Emotional controlling strategies would help in improving
business performance and customer experience
 It may put an impact on the decision-making process
 Organizations take emotions as a roadmap that helps
them to understand its customers
 I would suggest that the company applies the use of
analytical tools for implementing the customer service
strategy

Evaluation of performance
 Staff performance is evaluated by providing
customer satisfaction
 Motivation from the leaders evaluates the
performance of the employees
 The process involves fulfilling the needs of the
customers
 Evaluation of performance is also based on
providing compensation
 Increase or decrease in customer complaints would
affect the employee performance to a greater
extent

Expected results and feedback strategy
PEST Analysis
Technological factors
 The technological factors of Woolworths enhances the
shopping experiences of the customers
 It is an important strategy in every organization
 It helps in knowing the needs of customers related to services
or products
 It comprises two elements taking action based on the
feedback and gathering feedback
 The implementation plan will introduce a feedback mechanism
 The process will ask the customers to give feedback based on
their experience

Directions and values through the actions
 Provide excellent customer service
 Needs to have clear defined customer focused
approach
 Understand customer expectations
 Objectively and regularly measure the level of
delivery of customer service
 Knowing the intentions and strategies of
competitors
 The mission statement must be incorporative
customer service
 Make sure that the commitments made to the
customers are fulfilled

Possible performance issues of staff
members
SWOT Analysis
Weaknesses
 According to my opinion Woolworth's staffs would face the issue of
undervaluing
 The employees would be forced to follow the bureaucratic
procedures
 To implement this strategy, I believe that Woolworth is not
acknowledging its staffs
 The employees are provided with a mission statement and forced
to accomplish as soon as possible
 Woolworths employees are criticized for the change

Training/Education plan to control the
issues
 Woolworths must reinforce customer service skills to
the staffs
 The company should focus on every aspect
 It can be seen that Woolworths must assess the
knowledge and skills of the staffs
 It must correlate the information with the employee
skill
 Provide better training programs to the employees
based on the change in customer service strategy

Conclusion
 The paper demonstrated the developmental plan in
self-management and personal leadership in
Woolworths Limited as per my opinion. It provided
with the implementation plan that will be
implemented by the company to bring changes to
the organization. It is observed that Woolworths
would implement customer service strategy to bring
changes in the organization.

References
 Breevaart, K., Bakker, A.B., Demerouti, E. and Derks, D., 2016. Who takes the lead? A
multi‐source diary study on leadership, work engagement, and job performance. Journal
of Organizational Behavior, 37(3), pp.309-325.
 Lidow, D., 2015. Creating a personal leadership strategy. Leader to Leader, 2015(75),
pp.37-42.
 Day, C., Gu, Q. and Sammons, P., 2016. The impact of leadership on student outcomes:
How successful school leaders use transformational and instructional strategies to make
a difference. Educational Administration Quarterly, 52(2), pp.221-258.
 Huffington, C., James, K. and Armstrong, D., 2018. What is the emotional cost of
distributed leadership?. In Working below the surface (pp. 67-82). Routledge.
 Tse, H.H., To, M.L. and Chiu, W.C., 2018. When and why does transformational leadership
influence employee creativity? The roles of personal control and creative
personality. Human Resource Management, 57(1), pp.145-157.
 Krapfl, J.E. and Kruja, B., 2015. Leadership and culture. Journal of Organizational Behavior
Management, 35(1-2), pp.28-43.
 Bachrach, D.G., Ogilvie, J., Rapp, A. and Calamusa, J., 2016. Customer Service in a
Technological World: A Timeless Strategy for a Digital Dilemma. In More Than a
Showroom (pp. 143-159). Palgrave Macmillan, New York.
 Shanafelt, T.D. and Noseworthy, J.H., 2017, January. Executive leadership and physician
well-being: nine organizational strategies to promote engagement and reduce burnout.
In Mayo Clinic Proceedings (Vol. 92, No. 1, pp. 129-146). Elsevier.