Performance management the key to happy customers

Customer
service has been improved at Tesco as a result of a performance management
programme that looked at every aspect of the business according to the firm’s
retail HR director.

Alison
Horner, speaking at the CIPD’s learning and development conference at Olympia,
claimed Tesco had worked with Gemini Consulting on an initiative to develop and
assess the performance of the firm and its employees.

“It
was a programme of change through operational improvement. It freed time to
serve the customer and enabled us to run our business against a balanced set of
measures,” she explained.

Horner
said there was a clear strategy, which included every employee from floor staff
to the board.

As
part of Future every customer was to be greeted, offered help and said goodbye
to. All stores had a “steering wheel” installed in communal areas, which was
divided into every aspect of the business performance, incorporating people,
customer, operations and finance.

By Ben Willmott. Click here to respond

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