BUSINESS PROCESS CHANGE PLAN
Summary of the plan
Tesco PLC is a multinational general merchandise and grocery retailer. It operates in twelve countries and is headquartered in the United Kingdom. The work environment in the organization is based on respect, trust, and staff motivation. The company’s customer-based approach involves listening, supporting, and thanking customers by providing a revolutionary shopping experience. The company prides itself on understanding and prioritizing the needs of customers. It is crucial for Tesco to improve its customer service since it has been recording losses as many customers have been shifting their loyalty to other supermarket chains. Customer dissatisfaction is one of the major problems plaguing the supermarket as most of the customers say they would not recommend Tesco stores to a friend.
Continuous business process improvement will have to continue even after the implementation is finished so as to improve on the areas which will have hitches and errors. It will make the people involved in the business process change to look at the big picture and put into consideration all the potential scenarios that may arise before, during, and after the implementation. The business process will be set in motion by a customer complaint or enquiry. Tesco’s customer service’s IT support will generate an automated response to the complaint or inquiry. The management should also predict whom the change will affect, and how the victims would react to the change.
The Nudge Theory model stipulates this ethos. Applying this theory to the business process change in Unit 1 and Unit 2 is vital in clarifying the theory. The Nudge Theory allows the company to understand people’s personalities, and how different individuals react to change.
Consequently, customers would be able to substantiate why and how they perceive the management of the customer service process as poor, and managers to identify the system’s weaknesses. It is a very essential stage since it ensures that there is no exclusion of grievances, concerning implementing and evaluating the business changes the stakeholders proposed in the meeting. Consistency throughout the process, and the supply review is a continuous process in contrast to original aspirations and they review the team performance in order for any problems or unjustifiable problems expediently, all these through maintaining and improving quality.