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ClosingAgenda 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 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:
Prospect of the project “On a Business Trip”
Figure 5. Project schedule PART III
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