Customers Needs of Marks and Spencer

Customers Needs of Marks and Spencer Introduction of Marks and Spencer In 1998, Marks and Spencer became the first British retailer to make a pre- tax profit over  £1 billion, but a few years later it plunged into a crisis which lasted for several years. They cant meet the customer expectations and need longer lead time on the production. However, after changing their company CEO, Marks and Spencer started improve due to a substantial number of changes in operation management. It included dynamic and cheaper supply chain, improve the products design and quality, and good identification and service of market segments. 1.1 The identification of different customer needs on MS clothing ranges Marks and Spencers (MS) has divided into three types of clothing ranges that are Perfect and Classic range, the Autograph range, and he Per Una range. Each range has been developed to a different target segment customer of the women clothing market. Marks and Spencer must identify what their customer needs to meet their customer expectations and improve the products. Customers will tend to judge the products and services according to their judgement to compare the price, quality, promotions, values, and pre and post services together with competitors to determine which brand they like. Marks and Spencer using the demographic segmentation to identify what their customer needs. Mark and Spencer target their customers by age, gender, income, social class, and the others. This is because customers will change their needs and wants anytime. So that, Marks and Spencer should be aware this issue occurs. 1.2 Customer Needs Customer needs is to meet the customer expectations or customer needs and wants. We need to do the market research to find out what products the customer likes and identifies emerging opportunities (No author, 2011). The products can influence the customer needs and wants such as the price, location, design, culture, and the others. 1.3 Perfect and Classic Ranges The Perfect and Classic ranges are aimed to serve the core customers of Marks and Spencer. Marks and Spencer core customers are target under 35 to 55 year old men and women. Perfect collection is designed the clothing in basic and simple way and they include plain, white shirts, black roll-neck sweaters and jeans. The clothing must be machine washable, non-iron, and tumble-dry friendly for the busy lifestyle customers. These range customers who is looking for appreciate practical, good quality, and value at reasonable priced. Besides, the design must be timeless that means the design not outdated from time to time. The Classic Collection was aimed at more mature customer and tends to serve into different style such as smart, elegant, and confident style for their customers. The designs for these ranges are limited and ensure the customers can find their suitable clothes. 1.3.1 Age and Gender Perfect and Classic Range in Marks and Spencer their core customers are target under 33 to 55 year men and women. Marks and Spencer must determine these range customers what are their age and gender before designing the clothes. This is because easier for the designer designing the clothes. 1.3.2 Income and Social Class Income and social class can show a customer buying behavior. As we can see, Perfect and Classic range customers their income and social class not so high. Therefore, they required appreciate practical, good quality, and value at reasonable priced. Marks and Spencer must meet their customer expectations. 1.4 Autograph Range The Autograph range was launched in the spring and summer in year 2000 and it is a new seasonal range. This range is to bring cutting-edge design to wider the audience within a unique environment. These range designs were done by Julien Macdonald, Philip Treacy, and Sonja Nuttall who are the recruiting best designers in Marks and Spencer. This design was developed a range of clothes, men and women accessories. It is providing a more up-market range of clothes for Marks and Spencer core market. Autograph range brings the top designer collection to Market and Spencer customers at high street prices, within a designer boutique environment. However, in the autograph range limited to spring and summer range with merely 60 colours style every season. Autograph range designs a bit like formal wear or elegant clothing. For example, the elegant clothing can wear to work or shopping. 1.4.1 Income and Social Class As we know, Marks and Spencer Autograph range products are more expensive. Their customers are willing to spend their money to purchase the luxury products. It shown that, Autograph range customers have high income and high social class. 1.5 Per Una Range Per Una range was launched on 28 September 2001. Per Una range target customers were the fashion-conscious women aged between 25 to 35 year old, sizes 8-18. This collection is providing the high quality materials and the designs are the latest trends design. Besides, the products of Per Una range sold under limited edition, which makes the products unique in the market. Besides that, the prices were 10% more expensive than other Marks and Spencer ranges. 1.5.1 Age and Gender For age and gender in Per Una range, Marks and Spencer their target customers are under the aged between 25 to 35 fashion-conscious young lady. Around this aged ladies like to buy the trendy or fashion clothes especially the limited edition because its very unique and small quantity in the market. So, the Marks and Spencer designer must identify their age range to design the limited edition clothing for the customers. 1.5.2 Income and Social Class In the new generation, most of the young ladies liked to show how rich they are or their social level. Per Una range are very suitable for the ladies who like to buy the trendy or fashion clothes especially limited edition to show out their social level and how rich they are. Identification and explanation of order winners and qualifiers In Marks and Spencer, they are very clear on their order winners as well as their order qualifier. Marks and Spencer as the top retailer in UK, the order winners and order qualifier for each range are identified. This can make the customers perceived the clothing produced by Marks and Spencer is high quality and competitive prices meet their customer expectations. In Marks and Spencer, each range clothing has different order winners and order qualifier to target different customers in UK. 2.1 Order Winners Order winners are those competitive characteristics that cause a firms customers to choose that firms goods and services over those of its competitors. It can be considered to be competitive advantage for the firm. It usually focuses on rarely more than two of the following strategic initiative. It included price or cost, delivery speed, delivery reliability, quality, product design, flexibility, brand image, and after-market service (No author, 2008). 2.2 Order Qualifier Order qualifiers are those competitive characteristics that a firm must show to be viable competitor in the marketplace (No author, 2008). The firm is responsible for providing the order winners and order qualifier that enable the products to win orders in the marketplace. This process must start with the corporate strategy and help the firm to continue operating or to wins the customers business (Hill, 2000). The order winners and qualifiers are both specific in market and time. They work in different combinations such as different market and different target customers. Therefore, the customer needs are the key factor that influence the order winners and order qualifiers principle makeover (Nemetz-Mills, 2001). 2.3 The correlation and influences of order winners and qualifiers in MS clothing ranges. Perfect and Classic Ranges Autograph Ranges Per Una Ranges Product Range The range is limited to its classical style and return to basics trend The range is based on designer wear trend and available at selected boutique store The range is focused on high quality and fashion trend design Design Changes The design standardise with multifunctional clothing The design is seasonal range and focus on spring and summer The design of its product is latest trend and changes monthly Price Value at reasonable pricing High street pricing High street style at affordable pricing, 10% more expensive than other MS ranges Quality High quality and functional clothing High quality, based on the summer and spring trends High quality, limited edition and trend designs Sales Volume [SKU] Large volume Limited and available at the selected boutique store Very small volume and limited edition Order Winners The reliability of its product functional from wash to tumble-dry High quality and clothing design ranges based on seasonal trends The design based on its design and appearance and its limited edition trends Order Qualifiers It focusing for quality and value at reasonable pricing It focusing on its competitive high street pricing of it clothing range Affordable price and high quality Operations Priorities The operations prioritised on its clothes cost The operations prioritised on its clothes quality The operations prioritised on its rapid and flexibility changes of it clothes trends 2.4 Perfect and Classic Ranges Perfect and Classic ranges are emphasise to standard design that mean the fashion is not the out-dated design or timelessness design. Perfect Collection customer who is looking for appreciate practical, good quality, and value at reasonable priced. This collection is carrying on Marks and Spencer tradition of reliability and buying experience and the sourcing is more low cost producers. Classic Collection is focusing on more mature customers. The design for these ranges are timeless and not just the latest fashion. It is to ensure the customers can find the suitable products. 2.5 Autograph Range The Autograph range is design the clothing on seasonal range that are spring and summer. Besides, it is offering exclusive collection of products on high street prices. The OWC comprises of the product more stylish, designer boutique, service package, store layout, and high street pricing. Moreover, quality control (QC) is very important to control the product quality. Marks and Spencer has obtained the products for the suppliers who have strengths in product or material development (Harrison Pavitt, 2003). 2.6 Per Una Range Per Una range is aimed to serve the target customers aged between 25 to 35 year old women who are fashion- conscious. This collection was provided the high quality materials, latest trends, individual cuts, fanatical attention to detail, and ease of shopping (Harrison Pavitt, 2003). Besides, the collection was sold under limited edition and the design changes in monthly. So that, the prices was 10% more expensive than other MS ranges. The operations prioritised on its rapid and flexibility changes of it clothes trends. Polar Diagram approach assessment and comparisons of different operations performance in MS clothing ranges. 3.1 Polar Diagram Tabulation Table Perfect and Classic Ranges Autograph Ranges Per Una Ranges Quality 4 5 5 Speed 5 3 2 Dependability 3 4 5 Flexibility 5 3 2 Cost 3 4 5 The polar diagram above represented the five performance objectives of Marks and Spencer. Marks and Spencer must know the different of the clothing ranges and analyse it. 3.2 Perfect and Classic Ranges Perfect and Classic range should emphasis on flexibility, and speed because it get the highest scored in polar diagram. 3.2.1 Flexibility Flexibility means that Marks and Spencer able to innovate the product and design the latest trends. This is because Perfect and Classic collection can be more fashion. 3.2.2 Speed Speed means the rate of response and delivers on time to the customers. It shows that how Marks and Spencer organisation communicate with the customers. From the polar diagram above, Perfect and Classic ranges get the highest scored in terms of speed. This is because all the products design are returns into simple and basics. So, the produces and deliver time will not be longer. 3.3 Autograph Range Marks and Spencer should look into the quality to enable the Autograph range can compete in high street market. 3.3.1 Quality Good quality is essential to maintain Marks and Spencer brands image. From the polar diagram above, Autograph and Per Una ranges get the highest scored in quality. It is due to Marks and Spencer has high quality control. 3.4 Per Una Range Marks and Spencer should emphasis on dependability and cost in Per Una range because it is the limited edition and the prices more expensive that other ranges. 3.4.1 Dependability Dependability refers to the reliability of the products. In Per Una range, it scored top among other ranges. The design is latest trends and limited edition and reliability products. In this range, Marks and Spencer targeted the fashion-conscious young women between 25 to 35 years old. 3.4.2 Cost In this area, Per Una range get the highest scored among other ranges. This is because these range design are limited edition, changes monthly and need to produce in high quality. Therefore, the production cost will more expensive than other ranges. Appendix 4.1 Appendix A Logo Company and Products Logo Previous Marks and Spencer Logo New Marks and Spencer Logo presented in 2004 Per Unas logo, three heart shapes 4.2 Appendix B Three Ranges Clothing 4.2.1 Classic Collection Classic Collection Pure Cotton Swirl Classic Collection Floral Border Neckline Jersey Top Dress with Scarf Classic Collection Large Collar Classic Collection Front Belt Pull Ruched Jacket On Trousers 4.2.2 Autograph Range Autograph Shower Resistant Trench Autograph Exclusive Pure Silk Floral Coat with Belt Dress with Belt Autograph Cotton Rich Crochet Autograph Pure Silk Paisley Print Lace Waistcoat Top 4.2.3 Per Una Range Per Una Pure Linen Bold Stripe Per Una Linen Blend Floral Prom Dress Appliquà © Shift Dress Per Una Crossover V-Neck Zebra Per Una Pure Cotton Tie Dye Print dress Camisole Top

Ge Transformation Case Study Jack Welch Notes

GE Transformation notes: Founded in 1878 Focus on Communication: Used initiatives such as training programs to increase communication Organizational Culture:   Welch’s Core Idea: the only way to shift a company’s culture is to change the habitual thinking and behavior of its fast-track executives. Initiatives * Work Out * Began 1988 * Groups of 40-100 employees involved * Removing unnecessary bureaucratic work out of the system * By 1992 200,000 GE employees participated in Work-out Began as a driving force for improving productivity and became a tool for cultural change. Best Practices * Program to Increase Productivity * Focus more on how things got done rather than what got done * Focused on customer satisfaction *These two initiatives helped refine GE’s organizational culture, characterized by speed, simplicity and self-confidence. * Globalization * 1986- corporate executive council meeting during * 1987- GE agreed to exchange consumer electronics business for the French medical imaging business. 1989- Welch appointed Paolo Fresco as head of international operations in 1992. * 1998- International revenues at $42. 8 billion. Company expected to do almost half its business outside the USA by year 2000. Global Best Practices Program opened communication channel for GE with outside companies * Session C HR planning * Adapted HR system to his goals, and began keeping tabs on upper management. GE management expected feedback, which they used as the basis for coaching and developing their staff.Increased communication between CEO, and top managers, increased communication between top managers and lower employees, became means for training of new employees * Crotonville Management Development Facility * Managers learn about GE, and experience debating and problem solving Used as a hub for communications * 360 ° Feedback process * Became means for training needs, coaching opportunities, and career planning. * â€Å"A Players† Managers with vision, leadership, energy, and courage * Performance Appraisal System: Managers rated employees on a scale of 1-5, 5 being the lowest on effectiveness * All 5’s were to be let go, and all 1’s were to be rewarded with stock options, and higher promotional probability * In the new culture, role of the leader is to express a vision, get a buy-in and implement it. Increased feedback communication and expectations in the organization * Boundaryless Behavior * Purpose was to strengthen GE ‘s individual Business. There would be no distinction between domestic and foreign operation. Remove labels which get in the way of working together. Eliminated unnecessary communication filters, encouraged input from every employee, open communication channels gave employees the ability to speak about their concerns. Eliminated middle management that stood in the way of direct communication * Stretch * Created an atmosphere that asked everyone â€Å"How good can you be? † * Managers not held accountable for these goals, but were reward for achieving them. Mid 1990’s established as part of GE’s culture, stretch targets increased employee values, attitudes and confidence. Service Businesses * Reduce dependence on traditional industrial products Changed internal mindsets from selling products to â€Å"helping our customer win† * Six Sigma Quality Initiative * Learned the program from Lawrence Bossidy (left GE in 1991) who borrowed it from Motorola, which improved quality for AlliedSignal Inc. * Goal was to increase quality * 30,000 Six Sigma projects were initiated in 1998 Required change in culture of the organization: employees would need technical training, and there was need of communication of the importance to the company’s strategic objectives.

Critical Analysis Of John Winthrops Model Of Christian...

COLLECTION 1: JOHN WINTHROP’S â€Å"MODEL OF CHRISTIAN CHARITY† Winthrops sermon, â€Å"Model of Christian Charity,† was filled with biblical rhetoric to inspire and compel his listeners to work together as one body for the good of the entire community and for the pleasure of God. He believed that the world and God would be watching the colony to see if it would truly become what God intended, which to Winthrop was a â€Å"city upon a hill† to be admired and replicated. He used his sermon to persuade his audience to be unified in their purpose, establishing a colony that honored Puritan customs, and virtuous in their approach to the great task before them. The fruits of the Spirit as well and concepts of unity and community were themes of this literary†¦show more content†¦The author clearly has a distaste for the scorn from those who judge her as a poet by her gender. However, unlike some of the authors in Collection 5, she does not take a passionate approach to gender bias, but instead humbly engages the issue. This is most clearly shown in the last stanza, where Bradstreet describes how men â€Å"have precedency and excel† and â€Å"can do best† but holds that women should be granted â€Å"small acknowledgement.† COLLECTION 3: BENJAMIN FRANKLIN, FROM THE AUTOBIOGRAPHY: PART TWO In the passage of Benjamin Franklin’s The Autobiography: Part Two provided, Franklin primarily discusses the twelfth virtue of humility. In the larger portion of the work available in Collection 3, this passage served to provide context for the twelfth virtue and add additional significant background to it to further illustrate its importance. The author describes how implementing the virtue in his life impacted his way of conversation, causing him to speak less dogmatically. He also explains how it turned his relationships for the better, writing on how it made most discussions more pleasant. As expected of someone writing about their experience in exercising humility, the author uses a humble, kind voice and a formal tone in his work. He expresses his attitude of admiration for the virtue of humility and attitude of disdain for a lack of. He described humility as a â€Å"cure† for his â€Å"vice† and â€Å"folly† haughtiness. The structure of

Antecedents and Pronouns in the French Grammar Glossary

An antecedent is the previously mentioned or implied word, phrase, or clause that a pronoun replaces.  The pronoun typically agrees with the antecedent in gender, number, and/or grammatical function. Pronouns Agree With Their Antecedents Pronouns are words that stand in for nouns.  There are many different kinds of pronouns, but they can be divided into two main categories: personal (je, tu, il, nous, vous, ils), which changes according to the grammatical person it represents; and impersonal (adverbial, demonstrative, indefinite demonstrative, indefinites, interrogatives, negatives, possessives, relatives and indefinite relatives). The latter range from the adverbial y and en to the demonstrative celui, celle, ceux, celles and the popular relative pronoun  (qui, que, lequel, dont, and oà º), which links a dependent clause to a main clause and may replace a subject, direct object, indirect object or preposition. Examples   Pronouns and their antecedents, with which each pronoun agrees in form or function, are bolded. Nous regardons la tà ©là ©.We are watching TV. Jai achetà © un livre.  Il a à ©tà © à ©crit en 1999.I bought a  book.  It  was written in 1999. Je  lui  parle.Im talking  to  him. Si nous allons faire un gà ¢teau, nous devons le faire maintenant.If were going to make a cake, we need to do it now. Je  lui  parle.Im talking  to  him. Je cherche lartiste.  Il  Ãƒ ©tudie à   Paris.Im looking for the artist. Hes studying in Paris.Je cherche lartiste  qui  Ãƒ ©tudie à   Paris.Im looking for the artist whos studying in Paris.