SuperMart operates in a competitive retail environment, where customer satisfaction is highly important. In recent months,...

 

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SuperMart operates in a competitive retail environment, where customer satisfaction is highly important. In recent months, the store has encountered difficulties in maintaining an optimal number of employees during different shifts. The stores focus on providing a high quantity of products at affordable prices. However, customers were always complaining because of the long queues and wait times. In the stores, there was an inadequate restocking of shelves, making it difficult for customers to find their products. Also, there is a high turnover rate among store managers. Hence, there is an urgent need to replace managers who resigned. SuperMart's management recognizes the urgency of addressing these concerns to maintain its reputation and customer loyalty, so, they hired Sara Ahmed as an HR manager. Based on her review of the stores, Sara concluded that one of the first matters she has to address is the staffing strategy of the company. But it was not the only issue. Many times, during her first few weeks on the job, Sara found herself asking one of her store managers the reasons for violating what she knew to be recommended company policies and procedures. Repeatedly, the answers were either because he didn't know it was his job or because he did not know that was the way he was supposed to do it. Sara knew that a job description, along with a set of standards and procedures that specified what was to be done and how to do it, would go a long way toward alleviating this problem. In general, the store manager has the responsibility of directing all store activities to ensure quality work is produced, customer relations and sales are maximized, and profitability is maintained through effective control of labor, supply, and energy costs. In accomplishing that general aim, a specific store manager's duties and responsibilities include store appearance and deanliness, quality control, customer relations, bookkeeping and cash management, cost control and productivity, damage control, pricing, inventory control, spotting and cleaning, machine maintenance, purchasing, employee safety, hazardous waste removal, human resource administration, and pest control. Sara started to draft task statements and identify job duties. Here is an example of one job duty and task statements that Sara has drafted. Draft of Job Duty. Customer relations (prepared by Sara) It is important to address and resolve customer feedback. It is important to resolve customers' complaints and concerns in a courteous and timely manner. • Employees should aim to achieve high levels of customer satisfaction. • Working in the store 8 hours a day/week Questions 1. Critically analyze the short case and discuss the main challenges related to staffing. Consider in your analysis all the relevant aspects and challenges presented in the case. Support your answer with clear arguments supported by examples. 2. a) Discuss and explain how Sara can develop the staffing strategy in Super Mart. b) Discuss and explain how she can ensure the match between the job and characteristics of applicants for the job of store manager. Provide clear arguments supported by an example. SuperMart operates in a competitive retail environment, where customer satisfaction is highly important. In recent months, the store has encountered difficulties in maintaining an optimal number of employees during different shifts. The stores focus on providing a high quantity of products at affordable prices. However, customers were always complaining because of the long queues and wait times. In the stores, there was an inadequate restocking of shelves, making it difficult for customers to find their products. Also, there is a high turnover rate among store managers. Hence, there is an urgent need to replace managers who resigned. SuperMart's management recognizes the urgency of addressing these concerns to maintain its reputation and customer loyalty, so, they hired Sara Ahmed as an HR manager. Based on her review of the stores, Sara concluded that one of the first matters she has to address is the staffing strategy of the company. But it was not the only issue. Many times, during her first few weeks on the job, Sara found herself asking one of her store managers the reasons for violating what she knew to be recommended company policies and procedures. Repeatedly, the answers were either because he didn't know it was his job or because he did not know that was the way he was supposed to do it. Sara knew that a job description, along with a set of standards and procedures that specified what was to be done and how to do it, would go a long way toward alleviating this problem. In general, the store manager has the responsibility of directing all store activities to ensure quality work is produced, customer relations and sales are maximized, and profitability is maintained through effective control of labor, supply, and energy costs. In accomplishing that general aim, a specific store manager's duties and responsibilities include store appearance and deanliness, quality control, customer relations, bookkeeping and cash management, cost control and productivity, damage control, pricing, inventory control, spotting and cleaning, machine maintenance, purchasing, employee safety, hazardous waste removal, human resource administration, and pest control. Sara started to draft task statements and identify job duties. Here is an example of one job duty and task statements that Sara has drafted. Draft of Job Duty. Customer relations (prepared by Sara) It is important to address and resolve customer feedback. It is important to resolve customers' complaints and concerns in a courteous and timely manner. • Employees should aim to achieve high levels of customer satisfaction. • Working in the store 8 hours a day/week Questions 1. Critically analyze the short case and discuss the main challenges related to staffing. Consider in your analysis all the relevant aspects and challenges presented in the case. Support your answer with clear arguments supported by examples. 2. a) Discuss and explain how Sara can develop the staffing strategy in Super Mart. b) Discuss and explain how she can ensure the match between the job and characteristics of applicants for the job of store manager. Provide clear arguments supported by an example.

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