Waitrose Report: Customer Expectations, SWOT, Employee Roles, Training

This report provides a comprehensive analysis of Waitrose, a leading UK supermarket chain. It begins with an introduction to the company, its operations, and its position in the retail sector. The report then identifies Waitrose's target customers and their expectations regarding products and services. A SWOT analysis is conducted to evaluate the company's strengths, weaknesses, opportunities, and threats. The role of employees within Waitrose and their contribution to achieving business aims are discussed, emphasizing the importance of employee contributions and the benefits of training and development programs. The report also analyzes a specific role, the supermarket store manager, detailing the required skills, knowledge, and the importance of this role to the company's success. Furthermore, the report highlights the training and development requirements that Waitrose should consider to improve employee performance and overall business outcomes. The analysis underscores the importance of understanding customer needs, employee contributions, and strategic planning for success in the competitive retail market.

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Table of Contents
INTRODUCTION...........................................................................................................................2
TASK...............................................................................................................................................2
About organization.................................................................................................................2
Customer’s identification and their expectations from Waitrose in term of services and
products..................................................................................................................................3
SWOT analysis.......................................................................................................................3
Role of workers within Waitrose and their contribution to achieve business aims................4
Training & development importance for companies..............................................................5
Role from Waitrose and its importance of this role to company............................................5
Skills & knowledge required to carry out role.......................................................................6
Training and development requirements need to be considered............................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
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INTRODUCTION
Environmental analysis is one of the best strategic tools, it a procedure to determine all
internal & external components, which can impact performance of companies. It entails
assessing degree of threat & opportunity the elements might exist. The current assignment will
be based on Waitrose, which falls under category of leading supermarkets in the UK. This report
will describe key information about chosen brand and will also explain expectations of its
consumers from them. This study will define SWOT analysis model, role of staffs within
company and how they support venture achieve their goals. It will justify importance of training
and development for firms. Furthermore, this assignment will clarify specific role from
supermarket and its importance to business. It will explain knowledge & skills needed to carry
out role and give details about needs relate to training and development.
TASK
About organization
Waitrose operates chain of supermarkets in retail sector, they offers vegetables, meat,
lighting, pet care goods, bakery, baby care, kitchenware, toiletries, drinks, furniture and
deodorants (Filimonau and Gherbin, 2017). They serve customers in UK and satisfy them by
providing things according to their needs. It is a chain of British supermarkets, which forms food
retail division of the biggest employee owned retailer, John Lewis Partnership.
Size-
The size of chosen supermarket can be defined by considering number of its shops in
United Kingdom, it has over 350 outlets. They has 52,590 workers and is ranked 10th among
their top 10 business rivals.
Structure-
Waitrose supermarket has hierarchical organizational structure, in which number of
employees work together and perform in order to achieve business objectives and aims. They
have 12 main executives, who are accountable to oversee overall performance of company.
Aims, mission and values-
The aim of Waitrose is to offer goods that value of money more than lessen price. It
shows as good quality and better services.
The mission of supermarket is to sell products according to the requirements and needs of
their buyers.
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Organization act with integrity and utilize their decision to do right thing. They put
everything to make their items valuable.
Customer’s identification and their expectations from Waitrose in term of services and products
Regardless of what sector companies operate in and what kind of things they sell, their
customers are the most essential part of ventures. Without target market, firms do not see any
sales. Each organization have specific group of buyers through which they can increase sales and
generate profits. It can be said that companies in grocery sector efforts to show a high
segmentation of market and each firm has different point and targets to varied people. Middle
class people are the target market or consumers of supermarket (Tench and Topić, 2017).
Organization target is to meet their needs because they all are looking for high quality goods and
top services. They want to provide the best and quality products to these people which makes
their lives happier rather than before.
Target customers of Waitrose Supermarket; expect from them that they must sell fresh
and organic fruits, vegetables and other products, which is quite beneficial for health. This kind
of expectation, drive management towards making an effective plan through which they can
meet the expectations of each buyer and satisfy them effectively. Middle class people as target
customers of Waitrose expect from supermarket is that management develop any new offer with
appropriate pricing tactic that allow each of them to purchase.
SWOT analysis
Strength-
Waitrose is positioned as high end retailer that provides top quality products or services
to its consumers (Kanakaratne, Bray and Robson, 2020). It is one of its strength which makes
them more popular in market. Supermarket has been awarded a royal warrant for supplying
Prince Charles with drink and Food. Furthermore, Company cater their services through mobile
application.
Weakness-
Lack of management and collaboration is one its weaknesses that affect staff performance
and productivity of brand in negative manner. For example, Waitrose without making discussion
with their workers close seven stores in 2019 due to which 700 people losses jobs. This weak
point put negative impact on business image in marketplace, where they operates.
Opportunity-
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Global expansion is one of the biggest opportunities; Waitrose can grab in order to
expand their business all over the world. With this chance they can reach at international level
and gain attention of global customers who are able to pay exchange of quality items. Global
expansion through franchise agreements is worth exploring.
Threat-
It has been analysed that Waitrose faces a number of big rivalry in the United Kingdom.
This threat puts negative impact on current management tactics and plans that is not suitable for
progress of company. Its main competitors are Sainsbury’s, Aldi, Tesco, Iceland and ASDA,
who are able to give tough competition to them.
Role of workers within Waitrose and their contribution to achieve business aims
It can be said that just like customers, employees are also a key part of company, they can
be considered as true assets of Waitrose. Staffs are the ones who contribute efficiently towards
successful functioning of supermarket (Michelson and et.al., 2017). They strive hard to delivery
their level best and achieve assigned aims within set time outline. Workers in organization play
vital role in term of working harder in order to achieving set aims and objectives of business.
They perform effectively and delivery quality products to consumers in systematic manner,
which is really very important for company in context of satisfying their target market and retain
them for longer period of time.
Workers always support to achieve set objectives and aims of Waitrose, by using their
skills and talent in regard to accomplish day to day activities on time without making any kind of
mistakes. Employees in supermarket used their abilities and understand demands of their buyers
to make all the arrangements accordingly. Their hard work and contribution allow firms to give
tough competition to competitors and gain all competitive benefits. Applicants are strictly
complying with work instructions and procedures for smooth functioning of activities.
Candidates are capable to work in collaboration which permits each of them to attain goals of
chosen brand.
Training & development importance for companies
Training and development describes ongoing and formal efforts that are made within
firms to enhance staff performance and their self fulfilment through a different learning
programmes & approaches. It can be considered as learning activities within a organization
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created to increase abilities, skills and knowledge of existing and new workers while catering
instructions and information on how to better act specific tasks.
This term is actually very important to companies because it allow them to build strong
workforces at workplace who are able to contribute in competitive environment where
companies need extra support from stakeholders like Workers (OUDDANE and Tidjani, 2017).
It also permit firms to strengthen those skills that each staff member wants to enhance in order to
perform even better. Training & development programmes bring all applicants to a higher degree
so they all have same knowledge and abilities. It helps reduce any type of weak connections
within companies who rely heavily on others to accomplish basic work activities. Providing
essential training creates an entire knowledgeable worker who can take over for one another as
required, work on group or act independently without constant aid and supervision from others.
It assures that each candidate have a consistent background and experience knowledge.
Consistency is especially relevant for firm’s basic process and policies.
Role from Waitrose and its importance of this role to company
Supermarket store manager is the specific role chosen from Waitrose who is accountable
for overseeing all activities and actions that play out in work area. She or he is expected to cater
effective management and assure transformation of company. They expected to be at centre of
excellent quality services delivery to buyer.
This position play significant role in firm by managing and monitoring supermarket store
activities. Store manager in company assure that sufficient inventory is accessible at outlets to
avoid being out of stock (Jarvis and Williams, 2017). He and she along with their workers are
accountable for planning, managing loss and profit, handling cash at workplace as well as
collating day to day sales and other important reports. Store manager keep all data secure and do
not revel in front of any one, they assure that outlets is free from pilferage. This role is essential
for company because store manager is able to recruit and select new applicants for firms who
have right skills and appropriate abilities. They guide each worker about how to complete their
duties and accountabilities in ethical manner. Manager also drives all staff members towards
meeting expectations and requirements of customers, which is actually very important for brand
image and success of business.
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Skills & knowledge required to carry out role
In order to carry out the role of Supermarket store manager in Waitrose, there are varied
skills and key knowledge is require, which make an applicant able or stronger to perform this
role in ethical manner. There are seven skills that store manager must have, it include effective
communication, consumer service, sales experience, sales leadership, adaptability, good decision
making and critical thinking. It can be said that good and effective communication make a
person able to build positive relationship with staff which in return increase motivational and
productivity level even better than before.
Store manager must have knowledge relate to IT, laws, and regulations in context of
employment, current market needs, trends within their industry etc. which is important to carry
out chosen role in supermarket. Along with above things, an applicant must finance and accounts
related knowledge which allows them to assure supermarket financial records are appropriate
and up to date. Person who wants to play role as store manager in company must have
information about current training and development programmes because it helps them to
enhance skills of existing and new applicants at workplace in effective manner.
With all these skills and knowledge’s individual can carry out selected role without
facing any problem and provide benefits to organization in term of increasing their sales.
Training and development requirements need to be considered
In recent time, there are many worker facing issues due to lack of skills and abilities as it
affect their work negatively. Training and development is one of the key sources which permit
each of them to overcome negative impact and achieve desire outcomes. In context of Waitrose,
workers are facing issue because of lack of training and development opportunities. In head
office of supermarket people considers lack of career growth chance that directly impacting his
or her performance negatively.
Organization needs to consider requirement in regard to training and development of
workers, they have to make an effective plan and tactic after considering its needs at workplace.
Management have to use the best technologies and systems which is the main requirement of
T&D programme. They have to find out more approaches, hire experienced and highly educated
trainers who are capable to provide appropriate training to each applicant and help in developing
their skills. Waitrose effort to make all the arrangements in context of their staff benefits as well
as business. They can consider all above necessities effectively and work hard to cater these
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successfully. Manager in company need to recognize each and everything because it is important
for better success and growth of venture in market place.
CONCLUSION
From above discussion, it has been summarized that Waitrose is providing better services
to their customers and facilities to workers. Organization by considering the needs and demands
of staff relate to training contributes in development of his or her skills rather than few months. It
has been concluded that supermarket gained a lot of benefits after conducting above practices.
They enhance productivity of business and employees, which in return increases sales, revenue
and profitability. Furthermore, it has been analysed that firm efforts to overcome negative impact
and spread positivity at workplace, where number of applicants perform daily to achieve goals
and objectives of supermarket.
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REFERENCES
Book and Journals
Filimonau, V. and Gherbin, A., 2017. An exploratory study of food waste management practices
in the UK grocery retail sector. Journal of Cleaner Production. 167. pp.1184-1194.
Jarvis, J.E. and Williams, I.A., 2017. A case study exploration of strategies to improve first-line
supervisor problem-solving abilities in the retail supermarket industry. International
Journal of Applied Management and Technology. 16(1). p.6.
Kanakaratne, M.D.S., Bray, J. and Robson, J., 2020. The influence of national culture and
industry structure on grocery retail customer loyalty. Journal of Retailing and Consumer
Services. 54. p.102013.
Michelson, H and et.al., 2017. Connecting supermarkets and farms: The role of intermediaries in
Walmart China’s fresh produce supply chains. Renewable Agriculture and Food
Systems. 33(1). pp.47-59.
OUDDANE, B. and Tidjani, C., 2017. The importance of training programs in the improvement
of the performance of employees in the petroleum companies"-Case of Sonatrach
company-The Regional Directorate of BERKAOUI (Ouargla-Algeria).
Tench, R. and Topić, M., 2017. Evaluating CSR, Sustainability, and Sourcing within the UK
Supermarket Industry. CSR, Sustainability, and Leadership. 5. p.100.
Online
Waitrose shed more than 3,700 staff last year, accounts show. 2018. [Online]. Available
Through: <https://www.thegrocer.co.uk/waitrose/waitrose-shed-more-than-3700-staff-last-
year-accounts-show/566755.article>
Workers and their Role in the Organization. 2016. [Online]. Available Through:
<https://www.ispatguru.com/workers-and-their-role-in-the-organization/>
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