The paper will reflect upon the leadership style of the organization based on its vision, mission, and values according to my point of view. It can be seen that the company must present the implementation plan that will be beneficial for the company. Thus, it will discuss the development of self-management and personal leadership in an organization.
Overview of the Woolworths Group limited
Major Australian public limited company with huge retail interests
A second largest country in Australia as per revenue
Headquarters is in Bella Vista, New South Wales, Australia (Breevaart, Bakker, Demerouti et al., 2016)
Number of employees is around 205,000 in 2018
Its divisions include supermarkets, petrol, liquor, hotels and gambling and general merchandise
Its revenue is estimated at A$55.669 billion
The purpose is to provide exceptional quality of products
Providing a better experience to the customers
The vision is to become the world’s most responsible retailers
The values are committed to excellence, collaborative, accountable and customer-obsessed (Shanafelt and Noseworthy, 2017)
It aims to be at the heart of the society
The mission statement is to provide customers with profound knowledge
Organization culture is based on developing strong employee involvement
The strength of the organization is its leadership which is based on ethical values
Woolworths motivates its employees to perform better
It allows its employees to express their views (Lidow, 2015)
It expects from the employees to provide great customer service
Excellent management team follows strict and appropriate procedures
It can be seen that leaders adopt a democratic style of leadership
The leaders encourage the employees of Woolworths
The leadership style possess good participation and communication
It established developmental leadership programs for the employees
Woolworths is traditionally followed by such groomed leaders (Day, Gu and Sammons, 2016)
The leadership style of Woolworths is quite consistent
The leaders are engaged with the decision-making process
Relevant legislative and regulatory context of Woolworths
The government introduced a law that restricts the market power of Woolworths
Law based on the removal of liquor license affects the revenue of Woolworths
Food Standards Australia New Zealand establishes joint codes of practice and food standards with Woolworths (Huffington, James, and Armstrong, 2018)
Environment Risk Management authority a regulatory authority coordinates and monitors the compliance of Woolworths
The situation of the company has decreased because of international financial crisis
It must maintain stability for the growth of long-term profit
According to my point of view developmental plan includes commercial offices, cafes and childcare centers
The development plan project comprises of $45 million
The development is of three levels along with childcare and commercial facility (Tse, To and Chiu, 2018)
The developmental plan would connect Flora Street with Sutherland
Woolworths must implement customer service strategy
Its political factors include satisfying the needs of the customers through multiple retail outlets.
Woolworths has decided to employ the appropriate employees
It will set specific goals for implementing a customer service strategy (Krapfl and Kruja, 2015)
I believe that the aim of the company is to bring a change by assessing customer needs
Woolworths must implement change by identifying and rewarding good service
Implementation plan
The implementation plan would consist of creating a customer-centered culture
I would implement corporate service policies and guidelines
The implementation plan would develop a customer feedback system
The plan would adequately respond to the requirements of external and internal customers (Bachrach, Ogilvie, Rapp et al., 2016)
It would help the company to review the business processes
The implementation plan would focus on tracking system and customer relationship management
The significance of customer experience is the part of their profitability and sales
Customer Service Leadership is an exciting responsibility for any organization
It can be seen that the leadership style would focus on emerging service channels and evolving customer expectations
Team members may face the challenges of delivery service
Leadership style would focus on the organization’s goals
It will be based on the combination of self-service and social media
Communication strategy
The communication strategies involve the use of surveys and campaigns
I would make use of consultative selling to communicate
It will help the company to deliver post-sale ongoing client service
The communication strategies would help in providing education to the customers
The use of social media campaigns would be beneficial for the organization to implement the plan
SWOT Analysis
Threats
Emotional controlling strategies would help in improving business performance and customer experience
It may put an impact on the decision-making process
Organizations take emotions as a roadmap that helps them to understand its customers
I would suggest that the company applies the use of analytical tools for implementing the customer service strategy
Evaluation of performance
Staff performance is evaluated by providing customer satisfaction
Motivation from the leaders evaluates the performance of the employees
The process involves fulfilling the needs of the customers
Evaluation of performance is also based on providing compensation
Increase or decrease in customer complaints would affect the employee performance to a greater extent
Technological factors
The technological factors of Woolworths enhances the shopping experiences of the customers
It is an important strategy in every organization
It helps in knowing the needs of customers related to services or products
It comprises two elements taking action based on the feedback and gathering feedback
The implementation plan will introduce a feedback mechanism
The process will ask the customers to give feedback based on their experience
Directions and values through the actions
Provide excellent customer service
Needs to have clear defined customer focused approach
Understand customer expectations
Objectively and regularly measure the level of delivery of customer service
Knowing the intentions and strategies of competitors
The mission statement must be incorporative customer service
Make sure that the commitments made to the customers are fulfilled
Possible performance issues of staff members
According to my opinion Woolworth’s staffs would face the issue of undervaluing
The employees would be forced to follow the bureaucratic procedures
To implement this strategy, I believe that Woolworth is not acknowledging its staffs
The employees are provided with a mission statement and forced to accomplish as soon as possible
Woolworths employees are criticized for the change
Training/Education plan to control the issues
Woolworths must reinforce customer service skills to the staffs
The company should focus on every aspect
It can be seen that Woolworths must assess the knowledge and skills of the staffs
It must correlate the information with the employee skill
Provide better training programs to the employees based on the change in customer service strategy
Conclusion
The paper demonstrated the developmental plan in self-management and personal leadership in Woolworths Limited as per my opinion. It provided with the implementation plan that will be implemented by the company to bring changes to the organization. It is observed that Woolworths would implement customer service strategy to bring changes in the organization.
References
Breevaart, K., Bakker, A.B., Demerouti, E. and Derks, D., 2016. Who takes the lead? A multi?source diary study on leadership, work engagement, and job performance. Journal of Organizational Behavior, 37(3), pp.309-325.
Lidow, D., 2015. Creating a personal leadership strategy. Leader to Leader, 2015(75), pp.37-42.
Day, C., Gu, Q. and Sammons, P., 2016. The impact of leadership on student outcomes: How successful school leaders use transformational and instructional strategies to make a difference. Educational Administration Quarterly, 52(2), pp.221-258.
Huffington, C., James, K. and Armstrong, D., 2018. What is the emotional cost of distributed leadership?. In Working below the surface (pp. 67-82). Routledge.
Tse, H.H., To, M.L. and Chiu, W.C., 2018. When and why does transformational leadership influence employee creativity? The roles of personal control and creative personality. Human Resource Management, 57(1), pp.145-157.
Krapfl, J.E. and Kruja, B., 2015. Leadership and culture. Journal of Organizational Behavior Management, 35(1-2), pp.28-43.
Bachrach, D.G., Ogilvie, J., Rapp, A. and Calamusa, J., 2016. Customer Service in a Technological World: A Timeless Strategy for a Digital Dilemma. In More Than a Showroom (pp. 143-159). Palgrave Macmillan, New York.
Shanafelt, T.D. and Noseworthy, J.H., 2017, January. Executive leadership and physician well-being: nine organizational strategies to promote engagement and reduce burnout. In Mayo Clinic Proceedings (Vol. 92, No. 1, pp. 129-146). Elsevier.
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