Tesco Business Management Report: Semester 2, 2023

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BUSINESS MANAGEMENT

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Table of Contents
Introduction......................................................................................................................................3
Company overview..........................................................................................................................3
Identification of the customers........................................................................................................4
Expectations of the customers.........................................................................................................4
SWOT analysis................................................................................................................................5
Role of the employees.....................................................................................................................6
Support by the employees to achieve the goals...............................................................................7
Importance of training and development.........................................................................................8
Human Resource Manager: Role and importance...........................................................................9
Skills and knowledge for HR...........................................................................................................9
Training and development for HR.................................................................................................10
Conclusion.....................................................................................................................................10
Reference List:...............................................................................................................................11
Appendix:......................................................................................................................................13
Training and development plan.....................................................................................................13

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Introduction
This study will be focusing on the organisation Tesco to learn about the size, structure and the
goals of the company and identify the customers as well as their expectation from the company.
A brief analysis of the company will also be provided as a support to the explanation, and the
role of the employees will be focused on as well. It will also be learnt how the company uses the
employees to achieve its goals and the way in which the company focuses on training and
development to improve the performance of the workers. A role within the company will also be
taken into consideration describing the importance of such role, the skills and knowledge needed
for the same and the training and development processes that are needed to carry on with the
position.
Company overview
One of the largest retail companies in Great Britain, and it has its headquarters in Hertfordshire,
England, the UK. The company has nearly 6800 outlets all around the world, and it operates in
different countries like the United States, the United Kingdom, Ireland, Malaysia, India,
Thailand, Hungary, Poland, and the Czech Republic. It is a public limited company which have
its shares listed on the London Stock Exchange and was founded in the year 1999 by Jack Cohen
in London, England. Dave Lewis is the group CEO, and John Allan is the non-executive
chairperson currently. More than 450000 employees work for the company all around the world
and help to generate revenue of nearly 63911 million pounds. The operating income of the
company is nearly 2206 million pounds, and the net income is around 1320 million.
Tesco is currently the ninth largest retailer in the world and it is the third largest company
according to the gross revenues of the competition. The primary aim of the company is to help
the customers live a better life everyday and some of the core values of the companies include
the hard work, which helps the customers to be a part of the company and treat everyone
equally. The company also focuses on using the scale for good and one of the current visions of
the company include providing the customers with a growing business, which is currently needed
and wanted all around the world, and provide every stakeholder with many opportunities. It also

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focuses on providing every person with innovative and modern ideas that can help to express
their skills globally and earn trust. The company also focuses on inspiring people and increasing
loyalty among the customers, communities and colleagues. The primary mission of the company
is to make it better and help the members to stay altogether at all times.
Identification of the customers
The customers of the company belong to the countries like the United Kingdom, the United
States, Ireland, Malaysia, Hungary, India, Thailand, Poland, and the Czech Republic. The
company has different approaches for different product ranges (DeCenzo et al., 2016). The
company generally attracts both rural and urban customers and focuses on people of all age and
gender. Tesco generally targets low and medium income group of people as they provide the
customers with low prices and therefore, people of different occupations like employees,
professionals and students can buy the products from the company (Ismail, 2017). The people
belonging to different social status can also buy products from the company like the working
class, the skilled working class, the middle class, and the lower middle class. Tesco generally
targets people who have a traditional and contended lifestyle and have a personality, which is
determined and easy-going. Products are offered to the customers for regular occasions and to
the customers who commonly seek cost advantage benefits and variety.
Expectations of the customers
High-Value Products: One of the major expectations of the customer is that Tesco will be
providing them with good value products so that they do not lose the customers and maintain a
good relationship with them. The customers also expect that the products of the company are
safe and secure so that they do not harm the customers anyway. The customers expect that the
prices of the company would be affordable to them while staying competitive in the market
(Adekola and Sergi, 2016).
Fair and reliable data: The customers of Tesco always expects that the company will be
providing them with reliable and clear information at all times and would let the customers know
about any hidden costs or charges that can increase the cost of the products. They also expect

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that the information about the products and services or the data mentioned in the annual report is
not fraudulent, is clear and honest to the customers.
Dynamic systems: The customers of the company expect good customer service and receive the
product as soon as they order them, and therefore, it is important for the company to introduce a
dynamic system that can allow proper tracking on the website (Maylor et al., 2016).
After-sales service: After Sales Service is necessary and the customers of Tesco always wants
that. They also like the company to provide with repairs and replacement of the faulty products
and carry out this kind of repairs and replacements efficiently and quickly immediately.
Fast-dealing with enquiries: Customer service is very important for every company and the
customers of Tesco also wants good customer service so that their complaints are resolved fast
and the company understands the poor and low-quality products to the customers (Bell et al.,
2018). The contact numbers of the company will have to be provided to the customers so that the
customers can talk about the products and give feedback whenever necessary.
SWOT analysis
Strengths:
 The largest retailer in the United
Kingdom
 Leading market share in the industry
 Geographical diversity fire
 An increasing number of stores
 Diversifying stores
 Diversified product range and market
 The largest private employer in Europe
 Owner of several International awards
 Incredible and superior Technology
usage
 Efficient supply chain network (Chang,
Weaknesses:
 Fraud trial
 Accounting scandal
 Field operations in Japan and the US
 Degradation of the operating profits
 Financial errors
 Low-cost strategy and reduced profits
 Bad operational performance in
several markets

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2016)
Opportunities:
 Business is emerging into other
international countries like South
Korea, Turkey and Indonesia
 The option for online shopping is
growing and upgrading (Heizer et al.,
2017)
 There are chances for the company to
take part in joint ventures
 Developing strategic partnerships with
reputed companies
 Introducing different other subsidiaries
Threats:
 Social media backlash
 Fake form legal thread
 Economic crisis and credit branches
 Competition with other Supermarket
chains
 Brexit referendum
Role of the employees
Small business roles: The small business roles generally include the small stuff, and these
people are critical for having a good understanding between the subordinates and the superiors of
Tesco. These roles are created to perform minor tasks and make everyone aware of the
operations and the organisational structure. These roles often boost the morale of other
employees (Hammer, 2015).
Executive positions: The people in these positions have the most power within the business, and
they have the ability to make independent decisions and carry on tasks like hiring workers or
managing the budgets. These people are responsible for the overall business performance, and
Tesco has several specific executive roles, according to the expertise of the people like the IT
professionals or the chief financial officer.

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Managerial positions: The managers of the company have the authority but not as the people of
the executive level, and the manager are assigned with the task to maintain the operations of the
company, maintain the budgets and have a significant attitude over the recruitment of the
employees (Rosemann and vom Brocke, 2015). The managers are responsible for the day-to-day
operations, for managing the employees, for developing the goals and operating for the success
of the department.
Supervisory positions: The employees belonging to the supervisory positions oversee other
employees just as if the supervisors and the managers would do, and take the initiative to train
the employees so that the scope of duties and responsibilities can be met and success can be
attained (Easterby-Smith et al., 2015). They are primarily responsible for individual employees,
not the budgets, projects or departmental goals. They also supervise the operations when the
managers are not available on the premises.
Nonsupervisory roles: These people are associated with non-supervisory roles, and they
perform a wide range of job duties and maintain a correlation between the non-supervisory areas
and the job responsibilities or skills that were required to perform within the organisation. These
people carry on the operations of the company like the customer service, marketing, or an IT role
(Eniola and Entebang, 2015).
Support by the employees to achieve the goals
Customer Service: The employees of Tesco deal with the customers to understand their
problems. These people eradicate the problem of the customers by providing proper feedback
and resolutions, which helps in creating a good relationship with the customers and affects the
profits positively as well.
Productivity: The employees of Tesco focus more on increasing productivity as much as
possible by improving the performance so that the company can excel in the market and be the
leading company in the retail market (Bournois et al., 2017). The company has created a
workspace in which the work habits of employees are set to a particular standard so that it does
not affect the profitability, and the productivity and the employees are continuously trained for
the same.

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Retention: Employees are the people who also help in the retention of other employees. When
an employee leaves a company without due notice or prematurely, it becomes demotivating for
the other employees and the financial investment in everybody is lost (Larsen, 2017). Therefore,
it is also the task of the employees to provide equal morale to everyone and attain the primary
income.
Improving performance: The employees help the business to be large and attain maximum
profitability so that the company can pay the employees as well as provide them with different
benefits, which can eradicate the negative effect on performance (Dodson et al., 2015). The
employees were focused on improving the performance so that they can increase the profitability
and therefore, adequate training and opportunity can help the employees to accomplish the
primary goal of the company and help it to influence the current market.
Importance of training and development
Training and development in Tesco are needed to improve employee performance as this helps
the employees to perform their job and have a better understanding of the responsibilities and
role, which also increases the confidence.
It also helps to increase employee satisfaction and morale and helps the company to make the
employees feel valued. Training and development help to create a supportive workspace within
Tesco, and it is important for the company to understand what the employees want and make
them feel appreciated by providing training opportunities (Frost, 2016).
Training and development are focused on eradicating the weaknesses among the workplace and
helps the employees to strengthen the skills which they need to improve. Training and
development program also helps to have a better understanding of the skills and knowledge that
can leverage the company in the current market and help the employees to complete basic work
task, allowing everyone to work independently without the supervision of others.
Training and development can maintain consistency among the employees and allow the
company to be aware of the expectations and procedures as well as the processes that can result
in the financial gain (Cascio, 2015).

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Training and development help the company to adhere to quality standard and allows innovation
that can increase creativity with the workspace and help in the upskilling of the workforce.
Training and development help the company to reduce employee turnover because it helps the
employees to feel valued and invested and therefore, it changes the mind of the employees. It is
an additional company benefit as it reduces recruitment costs.
Human Resource Manager: Role and importance
 Recruitment
o Draw Candidates
o Employ proper Resources
 Training and development
 Maintaining Work culture
 Employee relations
 Professional Development
 Resolving Conflicts
 Appraisals
 Rewards and incentives
Skills and knowledge for HR
The HR manager must be able to develop and implement human resource strategies and align the
processes with those strategies to maintain the business processes properly. The person should
also be engaged in proper management and employee relations by understanding the grievances,
demands and other issues faced by the people. The person must have enough knowledge about
recruitment and selection so that the person can select and recruit people according to the needs
of the company. The person must have good knowledge and skills to maintain a positive working
environment so that the person can nurture a positive cultural environment within the
organisation (Bratton and Gold, 2017). The person must have proper knowledge about the
benefit programs and human resource metrics so that the person can understand the performance
of the employees and reward the people who are performing well. It is important for the person

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to know about the policies, procedures and the programs of the company and have the ability to
maintain departmental records and reports. The person must be effectively maintaining discipline
and the work culture and carry on with the induction and employee hiring properly (Snell et al.,
2015).
Training and development for HR
 Hands-on training
 Video training
 Computer-based and e-learning training
 Instructor-led classroom training
 Interactive methods
Conclusion
This above study has centred on the organisation Tesco to determine the size, composition and
the purposes of the company and recognise the consumers as well as their expectation from the
business. A concise interpretation of the organisation has been presented as a pillar to the
information, and the performance of the representatives has been converged on as well. It has
been determined how the organisation uses the workers to accomplish its goals and the way in
which the organisation concentrates on training and development to enhance the production of
the workers.

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Reference List:
Adekola, A. and Sergi, B.S., 2016. Global business management: A cross-cultural perspective.
Routledge.
Bell, E., Bryman, A. and Harley, B., 2018. Business research methods. Oxford university press.
Bournois, F., Chauchat, J.H. and Roussillon, S., 2017. Training and management development in
Europe. In Policy and practice in European human resource management (pp. 122-138).
Routledge.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
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Chang, J.F., 2016. Business process management systems: strategy and implementation.
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DeCenzo, D.A., Robbins, S.P. and Verhulst, S.L., 2016. Fundamentals of Human Resource
Management, Binder Ready Version. John Wiley & Sons.
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http://smallbusiness. chron. com/importance-trainingdevelopment-workplace-10321. html.
Hammer, M., 2015. What is business process management?. In Handbook on business process
management 1 (pp. 3-16). Springer, Berlin, Heidelberg.

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Heizer, J., Render, B. and Munson, C., 2017. Operations management. Pearson Education
Limited.
Ismail, I.N., 2017. The Roles of Corporate Governance and its Influances on Risk and
Performance: Tesco Plc.
Larsen, H.H., 2017. Key issues in training and development. In Policy and practice in European
human resource management (pp. 107-121). Routledge.
Maylor, H., Blackmon, K. and Huemann, M., 2016. Researching business and management.
Macmillan International Higher Education.
Rosemann, M. and vom Brocke, J., 2015. The six core elements of business process
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