Customer versus Employee Perceptions

Question: Discuss about the Customer versus Employee Perceptions. Answer: Introduction Oz Supermarket is one innovative retail chain that has started their business process aiming at the reduction of exit queues at the check points of retail shops. In contrast with these facts, in order to manage these functional decisions they have implemented PayWave technology within their organizational structure. Henceforth, this report is elaborating about various business operations in order to investigate about proper business operation that would recommend operational improvement within supermarket with respect to their goals and concerned objectives. Additionally, this report is also elaborating about the policies of Oz Supermarket that helps in improving customer service within their business processes. Business Operations of Oz Supermarket Oz Supermarket is one of innovative retail shops that are aiming at reducing the exit queues introduced within the retail shops. The supermarket is also planning to implement some of the technological advancements within their organizational structure in order to manage their objectives and goals. In accordance with goals the organization has implemented PayWave within their organizational structure. This technology is dependent on the cash payment therefore the card holders are allowed to enter the shopping center. The Supermarket has placed RFID readers on each of their trolleys and customer easily check out there for shopping purposes. Therefore, after one selection of goods the product is made queued for payment and after the payment is completed the product is removed from the payment queue. In contrast with these facts, this entire process is done with respect to the RFID readers involved within their organizational structure. Additionally, the total amount is calculated when t he customer is going to exit the supermarket and the calculated amount is deducted from the card of the users. There is one alarming system that indicates the users if they do not have minimum balance in their cards. Apart from these the customers those do not have cards, they can go to the counter and pay an amount and they can get alternative cards for their shopping purpose. The alternate card holders are capable of exiting the shopping markets as well as they are able to operate their operability options involved within the supermarket. In addition to this, there are shopping summary stations available within the supermarket that helps the customers in viewing their shopping summary with respect to their selected products and shopping outcomes. The shopping summary statement makes the shopping process easy with respect to demands and needs of the customers within the supermarket. Recommendations for improving the Business Process In accordance with the study of system development features and functionalities of Oz Supermarket, it is found that the organization is planning for reducing queues involved within the system architecture of the organization. This part is providing some recommendations for managing the reduction in exist queues within supermarket. These are given as follows: Use of Infrared Camera: Oz Supermarket has to implement new software package within the system architecture of their retail stores. The infrared cameras are capable of providing various directional statements to the customers as well as organizational members in order to keep check on their sales (Balaji Rao, 2013). The cameras will guide the customers in selecting their products and they easily check offers with respect to various offers included within the shopping malls. The IT heads implements these cameras within the supermarket for managing the usages of customers going on within the supermarket. These cameras are capable of managing the operations involved within the supermarkets. Utilization of GPS trolleys: The GPS trackers are mainly inserted on the trolleys in order to manage tracking activities as well as the GPS trackers are utilized in order to highlight the offers introduced within the supermarket in order to attract the customers (Connell et al., 2013). The devices shows the customers the way free of crowd as well as this device shows the offer zones involved within the supermarket. The devices are mainly embedded into the trolleys these are location setting devices for different users. The GPS tracking devices are manageable with respect to significant approaches that are incorporated by the supermarkets in order to manage their reduced exit queues involved within the market. Use of self scanning options: Self-scanning options are helpful in managing the exit queues involved within the supermarket with respect to various functional areas of operation within the supermarket. Self- scanning makes the users capable of providing fast operational measures involved within the supermarket. Option for improving Customer Service Smart mobile phone application for shopping within supermarket: Mobile phone application is one of the best solutions for reducing the queues involved within Oz Supermarket. There are various organizations and retail shops that are using mobile applications for managing their functional blocks such as presentation offers to customers, guiding the customers to free sites within the supermarket. There are options within the mobile application that can be used as the replacement of cards for the users as they can update or change their status by changing the mode of operation within their mobile application (Such as shopping, entering to market or exiting the market etc.). Therefore, these can be used as one effective tool for managing the reduction of queues within supermarkets. Suggestions for improving Business Service or Operation In accordance with the functional measures involved within Oz Supermarket, this is aspect is highlighted that the market needs improvised services in order to manage the organized and improvised customer service operations within the organization. Therefore, some of the recommendations are provided within this part of the assignment. These are given as follows: Review of customer queries in website: The customer queries are managed with respect to websites in case of advanced and smart websites designing. Oz supermarket should develop one functional website in order to manage the customers queries with respect to their functional measures and needs within the supermarket (McWilliams et al., 2016). There are website that highlights options for recording customer needs and queries. Therefore, this system will be helpful in solving and managing various issues. The websites should provide some innovative features with respect to the customer satisfaction perspective. Therefore, this type of technological innovations makes the customers satisfied and happy with the providences of Oz Supermarket. The customers can easily make interaction with available customer representatives involved within the business process. A database server needs to be implemented within Oz Supermarket that will be collecting the customer queries and will transfer it to t he organizational members those are managing these queries. This data base server will also be helpful for managing the past data sets involved within the business process. Customer prioritization: Oz Supermarket has planned to reduce queues involved within the exit options available within the supermarkets. In addition to this, there are various functional areas that need customer prioritization. The value adding rules and regulations within Oz Supermarket allows the organizational members in responding various important perspectives that helps the organization in making their system architecture developed with respect to their organizational goals and objectives. Customer prioritizations are managed with respect to the functional specifications mentioned within Oz Supermarket. This customer prioritization process brings loyal customers in to the business process of the organization. Launching sessions and meetings are considered as the prioritizing aspects involved within the shopping markets of Oz Supermarket. In addition to this, the perspectives and concept of CRM system implementation and applications can be implemented within Oz Supermarket in or der to manage the system effectiveness and this information system provides customers as well as organizational members identifying the functional areas of operations and also helps in managing customer interactions involved within the supermarket. Digital innovation acquiring improved customer services: The communication among staffs of Oz Supermarket can increase their operational performance with respect to digitized system architecture implementation. In addition to this, there are mobile applications and other internet connectivity which helps in managing the communication measures among the employees (Pantano, 2014). Good communication measures are helpful in solving issues of the concerned customers who are attached with the operational process of shopping. Conclusion This can be concluded that PayWave is considered as the effective and innovative advancement that is offered by Oz Supermarket in order to reduce the exit queues involved within their retail shop. In addition to this, there are various suggestions and recommendations are provided within this report that will be helpful to the organization with respect to their objectives and goals involved within their organizational structure. In addition to this, these suggestions and functional advises to the organization helps the Oz Supermarket in achieving their goals and objectives. References Balaji, M., Rao, G. S. V. (2013, May). An adaptive implementation case study of apriori algorithm for a retail scenario in a cloud environment. InCluster, Cloud and Grid Computing (CCGrid), 2013 13th IEEE/ACM International Symposium on(pp. 625-629). IEEE. Budree, A., Williams, K. H. (2013). 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