Closing

Agenda

Introduction

The Prospect of the Project

Project closure

Effective and efficient closure is achieved by the careful management of the project’s:

- members

- communications

- information

- power structure

PLAY PROJECT ‘HOW TO MEET THE DEMANDS OF ALL CUSTOMERS?’

Introduction into the problem. Thelocal supermarket has generated high-volume sales of quality food at good prices. The success is built on a policy of satisfying the customer which creates a high degree of customer loyalty. However, some customers are not happy. Is it possible to satisfy all of them?

Project name: “How to meet the demands of all customers?’ Project # 3 Aim of the project: to work out the new strategy for a supermarket to meet the needs of all the customers. Date: 05.04.07 – 05.05.07 Amount of work: 1. Analyze the leadership’s approach to sales, identify weaknesses and suggest the ways of improvement. 2. Design complex of satisfying the customer. 3. Create the shop assistant portrait. 4. Work out the customer care. 5. Design the new strategy for the supermarket. Roles: Owner of the supermarket – Petro Arkhipov Top managers: Nastya Bobrova, Helen Andreyeva Department managers: Helen Satuykova, Lilya Zarutska Experts: Tetiana Berezhna, Alina Panchenko Customers: Alik Gukeyan, Max Bagin, Helen Semaynista   General amount of members - from 8 to 15 Project meetings: according to the schedule Forms of feedback: individual control, survey, fact sheets. Project product: business meeting with the managers and customers (head – the owner of the supermarket).  

Project product – business meeting

A. Preparing for the meeting

1. Read about the business problem

The owner of the supermarket owes a great deal of his success to customers’ suggestions. The idea that ‘the customer is always right’ is an essential business policy, yet it does cost problems for store executives. Today the owner is conducting one of his monthly group meetings with customers and managers to determine what they do not like. He and his managers have to find ways of answering some difficult suggestions from loyal customers.

2. Notice the format of the meeting.

- to open the meeting the owner (the president) welcomes and introduces everyone.

- he states the purpose of the meeting: to listen to customer’s suggestions and work together to find appropriate responses

- Each of the three groups meets separately to review its role. President moves around the room and listens in on the groups.

- The president then begins the focus group. He asks each customer, ‘What don’t you like about the store?’ He invites all the managers to respond to the suggestions. Whenever possible, participants build on each other’s ideas to come up with responses

- To close the meeting, the president summarizes what action the store will take regarding each suggestion.

- He thanks the customers for participating, and mentions that each suggestion will receive a written reply.

B. Conducting the meeting

Role play the focus group.

- Select one person to run the focus group as the president will begin the meeting and follow the format described above.

- Form three groups, top managers, department managers, and loyal customers.

Roles:

Top Managers at the Dairy Store 1. You believe that your business depends on satisfying as many customers as possible. Your competition is ninety-three other food stores within a ten-mile circle around the store. You have about 100,000 customers per week parking their 50,000 automobiles at your parking lot. You know that “It’s five times harder to find a new customer than it is to keep an old one. 2. Identify weak points in the strategy.

Department Managers: (Bakery Department, Dairy Department, Produce Department) You are all very proud of the quantity and quality of items you sell. You believe in satisfying the customer, but you also have some limitations. - Analyze the range of goods at your departments and their quality. - Suggest the complex of satisfying the needs of the customer. - Prepare the portrait of the salespeople. - Prepare your variant of the “Customer Care”.

Loyal Customers: Each of you has a suggestion for the store managers. Choose one complaint from the list below. Discuss possible actions you want the supermarket to take.   Suggestion 1: “The fish bothers me. You say it’s fresh, but you sell it in plastic supermarket packages. It doesn’t look fresh.”   Suggestion 2: “My four kids and I used to enjoy your cranberry nut muffins, but now you’ve stopped making them. Why discontinue a good product?”   Suggestion 3: “The frozen strawberries trucked in from Poland just don’t have any taste. They look good, but I’m always disappointed”.   Suggestion 4: “I live in the senior citizen housing next door and like to shop here. Your milk is very good, but I need smaller cartons. 1 liter cartons are too big for me.”   Suggestion 5: “I like the store a lot, but it’s an hour’s drive for my family. Why not build more stores in the nearby districts?”   Suggestion 6: “I’ve been a customer for fifteen years. Last month my car was dented by a shopping cart in your overcrowded parking lot. I think you should pay the $400 repair bill.”

Experts: - Make the situation analysis of the supermarket and its environment. - Prepare SWOT analysis of the store. Work out your variant of the new strategy for the store.

Prospect of the project “On a Business Trip”

Project name: “On a Business Trip” Project #: 10 Project aim: to plan a business trip of the company Ukrexport to London to participate in a commercial exhibition Date: October 5, 2008 – December 25, 2008 Amount of work:

1. To hold the meeting of the management.
2. To plan advertising campaign.
3. To arrange training of the members of the exhibition at the intensive language courses.
4. To prepare the expositional outline.
5. Summing up.

  Allocating roles: General Manager – Alina Kovalchuk Sales Manager – Michael Kostyuk Export Manager – Dalina Luymanova Business Consultants – Kristina Nelich, Alyona Demina Business partners in London – Vitaliy Pasichnuy, Anna Gubar Travel agent – Helen Blishchak Number of members – from 8 to 12 students   Project meetings: once a week   Feedback: weekly control, survey, project evaluation   Project product: presentation of the program of the company’s participation in the exhibition

1. managers’ meeting

2. planning advertising campaign

3. training at the English courses

4. working out the outline

5. participa-ting in the exhibition

6. summarizing

October

November

Decem-ber

Figure 5. Project schedule

PART III

Дата добавления: 2014-12-26