An 8 page paper that presents a project plan for a Safeway's grocery store. The paper includes: a statement of the problem (poor customer service), a brief overview of Safeway Inc., a history of the problem, the determined solution, the purpose of the project, objectives, methodology, process of training, duration of project, publicity and marketing, resistance of employees, other components. Bibliography lists 7 sources.
Name of Research Paper File: MM12_PGsfprj.rtf
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These issues are totally internal and have nothing to do with suppliers or vendors. We have, therefore, responded to the issues of complaint.] The Problem A customer service
survey for a Safeway Grocery Store in Maryland found that customers rate the store very low in customer service. Respondents cited rude cashiers, poor quality of produce, and long lines
at the checkout counters. About Safeway The name Safeway is so well-known that many consumers associate grocery shopping with Safeway, the two, grocery shopping and Safeway are nearly synonymous terms.1
While it is not the largest food retailer in North America, it is one of the largest with more than 1,800 stores located primarily in the mid-Atlantic, mid-western and western
regions of the country.2 There are also Safeway stores located in western Canada.3 Besides these, Safeway, Inc. operates a number of other markets, such as The Vons Companies, almost all
of which are located in Southern California, Carr-Gottstein Foods, which are located in Alaska, Randalls Food Markets in Texas, Dominicks Finer Foods in Chicago and Genuardis Family Markets, sprinkled across
the eastern part of the nation.4 Safeway is also involved in e-commerce owning in excess of half of GroceryWorks.com.5 The company also has a 49 percent stake in Casa Ley,
a chain of about 100 grocery stores in western Mexico.6 Sales for 2003 were (mil) $35,552.7.7 That represented a growth of 9.7 percent in sales but the net income suffered
a loss of (mil) $169.8.8 History of Problem It is known that various stores owned by the company have suffered from poor customer service ratings in the past. Each
time resulted in pep talks by managers of those stores. These may work for a short period of time but have had no lasting effects. This time, data were collected
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