Project CW2: Tesco's Click & Collect for a Safer Shopping Experience

This report examines Tesco's Click & Collect service model and its role in providing a safer supermarket shopping experience. It details the click and collect process, including customer and product flow, and various implementation methods such as website builders, POS systems, and marketplace platforms. The report emphasizes the importance of good practices for staff, including accepting orders, ensuring COVID-secure collections, and maintaining clear communication. Furthermore, it explores strategies for efficient operation of the Click & Collect area, focusing on communication between staff and consumers, staging, locationing and handover, and payment methods. It highlights the use of triggered emails for order confirmation, pickup readiness, shipping updates, and pickup reminders. The report also discusses inventory management models, including ABC Analysis, Economic Order Quantity, and Inventory Production Quantity, to optimize stock levels and minimize costs. The overall goal is to enhance the Click & Collect service, provide incentives for customers to adopt it, and reduce social contacts, thereby mitigating contagion risks.

Project CW2 Safer
Supermarket Shopping
Experience

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................4
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Business operations is basically termed to be the concept which helps in describing the
various range of activities. In context to organisation, it basically refers to the organisation
dealing with the regular operations and running making profits. In this report, the organisation
chosen is Tesco. It is a British Based general merchandise retailer founded in 1919 and
headquartered in Welwyn Garden City, United Kingdom. The organisation is considered to be
the third largest retailer in the world. The report involves how the company focuses on
implementing radical changes for the purpose to focus on Click plus collect service, providing
more incentive for the consumers to adopt these services and reducing the social contacts among
the consumers and the staff in the click plus collect area. In addition to that, the report will cover
the various procedures and process for the purpose to reduce the contagion rise in the click and
collection point and possible in other areas too.
MAIN BODY
TASK 1
Click and Collect Service Model
In reference to the organisation, the click and collect is a hybrid ecommerce model in
which the individuals select and purchase items online and pick them up at centralized collection
point and in store. This model is basically designed for the purpose to streamline the process
which is basically involved in the payments and in store purchases. The click and collect model
plays a very important role and helps in saving time of amount service when a consumer is
buying the products in the larger quantity. In addition to that, this model is becoming highly
popular and is available in all the supermarkets( Mollenkopf, Ozanne and Stolze, 2020).
Click and Collect Process
The click and collect process is one of the processes which is basically available with the
customer orders. In context to organisation, when a consumer creates an order with the help of a
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smart phone or computer, the consumer can pay online and select the products they want to get
shipped( Rimmer and Kam, 2018). In context to organisation, the social distancing and
lockdowns, the customer have naturally taken to online shopping in place of the person
shopping. In context to organisation, the click and collect service is one of the most popular ways
of buying remotely.
CUSTOMER FLOW
The steps involved in the Click and Collect Process of the organisation are:
Step 1: The consumer can order the products through a app, website or ordering page and can
select the options for the pick up.
Step 2: After the customers pay order online, they could receive an confirmation message for
their orders with all the collection and necessary details. In addition to that, details of the order
are communicated to the company who prepares the order for the collection.
Step 3: The consumer goes to the location of pick up with the order proof and collects the
products in person (Zajác, and et.al, 2021).
Information and Product Flow
Ways of click and collect setups: In context to organisation, there are various ways of
implementing the order and connect with the organisation. In reference to organisation, there are
various click and collect setups which involves the following:
 Marketplace platforms with the click and collect integrated
 Order and collect features on ecommerce platforms
 Using the click and collect software to use on the social media applications, Online stores
and POS.
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Including marketplace platforms with the click and collect integrated.
In context to organisation, there are various order and collection routes which comprises of the
following:
Through Website Builder:
In reference to the ecommerce platforms, they have options for the integrated click and collect
which need to be activated on the account of the online store( Li and et.al, 2020).
Through POS System: In context to the EPOS systems, they have developed their own click
and collect features which are basically designed for the purpose to easily activate in the backend
account.
With the help online ordering software:
In context to organisation, there are various specialised solutions for the service of click and
collect which do not require a connection with any online store software or POS. If these are
compatible, it could be combine with the EPOS and online store for the purpose of advanced
ordering and pick up features.
In reference to these solutions, these allows in creation of the custom app for the organisation
which is not that economical and few of them are built to wokr as a standalone click and collect
solution.
Through marketplace platforms
In context to organisation, the customer can set up a profile on the market place platform which
is websites. In context to make the process of click and collect service efficient, it is very
important for the staff members to prepare goods, notice new orders and mark collections as
complete (Bezirgani and Lachapelle, 2021).
Rules to follow for the staff members and other individuals
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In context to organisation, it is very important for the click and collect business to follow certain
good practice rules in order to make the process successful. It comprises of the following:
Accepting Orders: In context to organisation, the software should regularly monitor the stock
levels so the out of stock items are not showed up online. In the situation of Covid 19, the service
of click and collect works the best as the individuals want to avoid crowds (Martinez and et.al,
2018).
Covid Secure Collections: When the social distancing do not works, the best way to avoid the
spread of the virus is that consumers do not enter the premises for the purpose to collect their
orders.
Communications: In context to the click and collect process, the communication process plays a
very crucial role as soon as the order is paid online, the confirmation for the order should be
received to the customer. It is very important that the ordering system should send consumers the
text or email confirmation with the order number, collection time and pick up location details. It
basically acts as the proof of the order which the customer can show at the point of collection.
TASK 2
Efficiently operation of Click + Collect area.
In context to organisation, it is not easy to provide stellar customer service. In context to
organisation, it is very important to ramp up the click and collect services, increasing the store’s
capacity for the purpose to fulfil the orders online and shorten the lead times for the consumers.
In context to retailers, most of them are planning to rethink their store formats and focusing on
helping the shopper to pick items in a easy manner and picking up order in a more efficient
manner. In context to organisation, there are four key areas which need to focused for the
purpose to achieve a flawless click and collect service.
Communications among staff and consumers
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In context to any good relationship, the major aspect is communication. It is very important that
the employees of the store could able to contact with each other easily. With the help of
connecting the floor staff with stockroom staff, the retailers could provide consumers a more
clear picture of the stock levels and can retrieve the click and collect orders in a more efficient
way.
Staging: In context to the click and collect order, the staging had become a major challenge for
the retailers. In various cases, it also becomes tough for the cold chain products. The rise in the
order has put immense pressure on the employees for the purpose to pick order in the reduced
timeframe which results in incorrect items delivered to the consumers and leading to mistakes.
Locationing and handover : In context to the customers, the order should be ready when they
arrive. With the help of digital aids, it helps the retailers to achieve a smoothless collection.
In context to organisations, the retailers could employ the QR codes which could be easily
scanned from a distance (Spanke, 2020).
Payments: Before the pandemic situation, there was a high rate of payment on collection
transactions for the orders of click and collect. In today’s scenario, it is very important to
consider switching to a payment before collection based model. In context to retail margins being
more tighter, the Click and Collect allows the mortar and bricks retailers to gain a competitive
advantage.
In context to organisation, the company is focusing on developing click and collect strategies for
their dairy products and fruits. In reference to these two products below are few of the strategies
which could be used by the organisation.
Nail Communication with Triggered Emails: In context to organisation, the transactional emails
are considered to be a staple in the ecommerce. In case of BOPIS Strategies, the transactional
emails need to be taken into consideration for the purpose to communicate clearly to the end
consumers. Type of Triggered Mails comprises of the following:
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Post purchase order confirmation: In context to emails, these should be triggered when the
customer places an order for the pickup. It should majorly involve the items which are recently
purchased by the customers and providing them directions from where the pickup should really
occur.
Pick up ready: In context to organisations, the inventory may not be available at immediate basis
and in such cases, the emails need to be sent when the item is ready for the pickup (Palakshappa,
Dodds and Bulmer, 2022).
Shipping Updates: In context to the process, it can involve a numerous shipping updates and
should involve the items which need to being prepared for the purpose to ship to the store
location.
Pick up reminders: In context to the emails, the last step involves the follow up sequences for the
consumers and also reminding them about the various items which are available for the pickup.
Inventory Management Model
The inventory management model helps in enhancing the organisation with keeping up the
perfect measure for the inventory. The main aim of the inventory management also known as the
Inventory control is to achieve benefits from the inventory with the minimal measure of the
venture. The concept of inventory management is basically a systematic approach for the
purpose to source, sell and store inventory as both the finished products and raw components.
With the help of inventory management, it helps in discovering which items are selling and
which ones are not. In context to the inventory management model, it comprises of the three
different management models which involves ABC Analysis, Economic Order Quantity and
Inventory Production Quantity. In context to each of these models, it has an alternate way to deal
with the level of stock and inventory.
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Economic Order Quantity: The retail operators and best ecommerce traders are basically driven
by the prudent rationale for the purpose to keep away from stockouts. Such type of model helps
in assisting with the ideal request amount which helps in limiting the stock expenses.
Inventory Production Quantity: This method is also known as the Economic Production Quantity
and helps in disclosing the number of items for the purpose to diminish the arrangement costs
and holding expenses.
ABC Analysis: In context to the ABC analysis, it helps in arranging the inventory dependent
upon the degrees of the significance. With the help of effective realizing of which stock need to
maintain, it helps in concentrating more. The ABC analysis is often used with the other models
of inventory management as compared to the Just In Time Technique.
CONCLUSION
From the above report, it can be concluded that Operations Management plays a really
important role in any organisation. From the above report, it helps in deep understanding and
knowledge about the Click and Collect Model. Moreover, it helps in understanding how the
organisation focuses on improving their click plus collect service, providing more incentives for
the customers for the purpose to adopt these services and also focusing on deducting the social
contacts among the customers and staff in the Click plus collect area. The report also comprises
of the various procedure and processes for the objective to minimise the contagion risks when it
comes to the Click and Collection point. In the end, it shows how the various inventory
management models are applied to the organisation.
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REFERENCES
Books and Journals
Bezirgani, A. and Lachapelle, U., 2021. Online grocery shopping for the elderly in Quebec,
Canada: The role of mobility impediments and past online shopping experience. Travel
behaviour and society, 25, pp.133-143.
Li, X., Gao, Y., Wang, C. and Sun, B., 2020. Influencing Factors of Express Delivery Industry
on Safe Consumption of Wild Dynamic Foods. Revista Científica de la Facultad de Ciencias
Veterinarias, 30(1), pp.393-404.
Martinez, O., Tagliaferro, B., Rodriguez, N., Athens, J., Abrams, C. and Elbel, B., 2018. EBT
payment for online grocery orders: a mixed-methods study to understand its uptake among
SNAP recipients and the barriers to and motivators for its use. Journal of nutrition education and
behavior, 50(4), pp.396-402.
Mollenkopf, D.A., Ozanne, L.K. and Stolze, H.J., 2020. A transformative supply chain response
to COVID-19. Journal of Service Management.
Palakshappa, N., Dodds, S. and Bulmer, S., 2022. Cause for pause in retail service: a respond,
reimagine, recover framework. Journal of Services Marketing.
Rimmer, P.J. and Kam, B.H., 2018. Consumer logistics 1.0: Surfing the Digital Wave.
In Consumer Logistics. Edward Elgar Publishing.
Spanke, M., 2020. Retail isn't dead: Innovative strategies for brick and mortar retail success.
Springer Nature.
Zajác, P., Čurlej, J., Benešová, L. and Čapla, J., 2021. HYGIENE MEASURES IN
SUPERMARKETS, RETAIL FOOD STORES, AND GROCERY SHOPS DURING THE
COVID-19 PANDEMIC IN SLOVAKIA. Slovak Journal of Food Sciences, 15.
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