Woolworths Service Quality: Issues and Intervention Strategy Plan

This presentation discusses service quality issues and proposes an intervention plan, focusing on the case of Woolworths. The core service quality issue identified is long waiting lines, leading to customer dissatisfaction. The intervention plan outlines strategies to improve waiting times, enhance employee engagement, improve customer satisfaction, focus on cost of quality, improve the use of digital technology, provide training and development, and improve CSR practices. Key strategies include implementing queue management systems, hiring more employees, encouraging open communication, and utilizing technology to streamline processes. The presentation concludes that effective queue management, supported by a well-designed intervention plan, is crucial for achieving customer satisfaction and reducing waiting times.

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

Continued..
 With the help of this metrics the company can know about how to organise queue
management properly, these metrics can also guide them to make staffing decisions,
opening and closing hours, services lines at stores.
 Implementing a queue management systems and hiring more employees at counter can
help Woolworths to work effectively it is essential to speed up service time and encourage
open communication within the company.
Queue management systems
Hiring more employees

Conclusion
 To conclude, queue management is the key to achieve customer goals and reduce waiting
times.
 However, companies find it very difficult to manage queue and always think it can be
complicate to manage.
 But when done right they can fulfil the needs and requirements of customers this can only
be done with the help of intervention plan.
 With the help of customer feedback and queuing model FIFO, the company can easily
manage waiting line on a first come first serve basis.

References
 Pennington, B. and et.al., 2019. Maintenance and generalization in functional behavior
assessment/behavior intervention plan literature. Journal of Behavioral Education. 28(1).
pp.27-53.
 Verret, C. and et.al., 2019. The impact of a schoolwide de-escalation intervention plan on the
use of seclusion and restraint in a special education school. Emotional and behavioural
difficulties. 24(4). pp.357-373.
 Arora, P. and Narula, S., 2018. Linkages between service quality, customer satisfaction and
customer loyalty: A literature review. IUP Journal of Marketing Management. 17(4).
 NGUYEN, D.T. and et.al., 2020. Impact of service quality, customer satisfaction and
switching costs on customer loyalty. The Journal of Asian Finance, Economics, and
Business. 7(8). pp.395-405.