Problem
Potentially Problematic activity system:
The activity system that I have decided to go with is the one that focuses on providing service to customers. Long wait times, poor service quality, and high staff turnover are all problems that could result from using this approach. These are the potential drawbacks.
When there are not enough members of staff available to attend to the needs of the patrons, lengthy wait periods are likely to ensue. Customers may become aggravated as a result, and as a result, they may walk out of the store without making a purchase. When employees are not adequately trained to deal with consumers, it can lead to a decrease in the level of service provided. Because of this, clients may get unsatisfied with the store, at which point they may choose to take their business elsewhere. A high employee turnover rate is possible when workers are dissatisfied with their working circumstances or the salary they get. This may result in a deterioration in the overall quality of service as well as a loss of continuity inside the store.
The following elements can be used to paint a more complete picture of these concerns:
It is clear from the comprehensive picture that the possible problems with the customer service system have the potential to have a detrimental effect on the value creation at the store. The retail establishment needs to face these challenges and figure out how to circumvent or get around them in order to make the situation better.
Increasing the number of staff members who are accessible to assist customers is one approach that may be taken to reduce the length of wait times. This can be accomplished through the hiring of more staff members or through providing existing staff members with further training. It is possible to improve the quality of service provided by an organization by increasing the amount of training provided to staff members and by elevating the standards for customer service. Increasing employee retention can be accomplished by bettering the working circumstances, as well as the salary and benefits offered to employees.
By resolving these challenges, the retail establishment will be able to enhance its customer service system and provide increased value to its clientele.
Task
How would you improve the problematic the problematic activity system (HAS) you identified in above? To respond to this question, you need to: Briefly describe how you would improve the activity system. (What/how would things be done differently). Explain how what you are proposing will add value to the business. In your explanation make sure you explain how your improvements help create competitive advantage for the business. You should refer to the value chain analysis and, in your discussion, identify new or improved primary or secondary activities according to Porter's value model.