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Formative Assessment 1

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279 views

Formative Assessment 1

Uploaded by

api-246816746
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Anna Greenslade

Formative Assessment 1

ABI INFORM (2013) John Lewis drivers deliver top customer service [online] [viewed 23/10/13]. Available: http://search.proquest.com/cv_541390/docview/888254079/fulltextPDF/1414A31AFCA365A8784/5 ?accountid=13969 AIM The aim of this article is to describe a training programme, which was composed for 300 drivers of John Lewis. FINDINGS This article on John Lewis focuses on the customer service that the drivers of John Lewis deliver. It also looks at how drivers may be the only contact the customer has with John Lewis, therefore the customer service must be up to scratch and the experience be the same as what the customer would receive in store. This made John Lewis set up a development programme called Much More Than a Driver. The programme was set up with a company called Cogniso, whose psychologists set up a 22 scenario questionnaire, which would assess the drivers knowledge of their job roles. The completed questionnaire provided John Lewis with positive feedback and the drivers agreed that John Lewis had listened to what they had asked for. SIGNIFICANCE OF SOURCE This article could be used as part of research towards the customer service and Human Resource Management aspect to John Lewis. It gives us an insight into the importance of customer service for John Lewis and also how the company wants to try and improve customer service for all of the workers, not just the ones on the shop floor. LIMITATIONS OF SOURCE A limitation of the article is that it could be considered as being biased. Most of the comments in the article were from Damian May, who is John Lewis business-development manager. Although he stated some facts, he also commented on the Much More Than a Driver as being hugely successful. In accordance to bias, the only comment which wasnt from someone who worked in John Lewis was from Mary Clarke, who is the Chief Executive of Cogniso, who agreed that John Lewis has excellent customer service and that the drivers werent just drivers; they were key to the success of the business. STRENGTHS OF SOURCE A strength of this article is that it helps us understand the importance of customer service and how John Lewis is constantly trying to improve their service towards their customers. It helps us see that John Lewis sees all of their employees as being an equal part of the organisation, rather than just focusing on the employees on the shop floor.

Anna Greenslade

Formative Assessment 1

ABI INFORM (2013) Slowly but surely. 2012. Strategic Direction [online] [viewed 23/10/13]. Available: http://search.proquest.com/docview/1014247520/fulltext/1414BD2CB6947B335BB/6?accountid=1 3969 AIM This article aims to focus on the time that organisations take to develop management. It uses John Lewis as an example by looking at their John Lewis Partnership scheme, whereby the employees of John Lewis become partners in the business. FINDINGS As the article looks at the Partnership, it explains that the Partnership has a positive reputation and that it is a good organisation to work for. The article also states that John Lewis has a certain number of shops, which have now been branching out to France and Ireland. In the future, John Lewis is planning on setting up their first store in Dublin, Ireland. Waitrose is the food shop of John Lewis. The article writes about the success of Waitrose and that the business aims to have 400 stores by 2017. SIGNIFICANCE OF SOURCE This article could be used whilst looking at the purpose and nature of an organisation. If one were to look at John Lewis, articles like this would be ideal to look at as they have unbiased information about what John Lewis intentions for the future are. LIMITATIONS A limitation of this article is that it is based upon an interview with the chairman of John Lewis, Charlie Mayfield, which could be seen as being biased as the answers given would be in favour of John Lewis. STRENGTHS A strength of this article is that it is written by someone who isnt part of John Lewis. Although the article is based on an interview with the Chairman of John Lewis, the writer has commented on the information given. This therefore means that the information is unbiased, so the content may be more believable to a reader. A further strength is that the writer completes their aim of looking at the successful development in management. The majority of the article is based on the success of both John Lewis and Waitrose.

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