Nursing In The Future Fortune Hotel

Published Date: 02 Nov 2017

From : Automated Response (borrower [email protected])

Subject : Re : library reference MC 1457839/C

Dear Betty,

Thanks for your email and reminding me of the book "The White Tigar by Aravind Adiga"

which was due on Friday 4th June.

I am sorry the mail was in the junk folder that’s the reason I couldn’t return it on time but will

definitely return the book today by 11am and pay my outstanding fee.

My apologies for returning the book late.

Kind Regards

Borrower XYZ

2.0

The Managing Director

Health Exhibitions International

Level 5, 109 Queen Street

Auckland 1140

19 July 2011

Mr Thomas Smith

Flat 303 Crinkly Mansions

856 New North Road

Auckland 1025

Dear Thomas,

Re : Nursing in the Future held on 16th and 17th July, 2011 at Fortune Hotel

With reference to your letter of complaint re: above, we are very glad that you brought the matter

to our notice.

We always ensure that our clients are happy and satisfied of the services provided by our company.

Nevertheless we will further evaluate how we can prevent this problem again in the future.

Please accept our apology for any trouble or inconvenience we have caused you. We appreciate your concerns as it will assist us in becoming better in future.

Thanking you.

Yours faithfully

Marketing Director

3.0

Terms of Reference

The report was authorized on 1st July, 2012.

The report has to be presented at the next management meeting on the 9th of November, 2012.

The General Manager of Tauranga Shopping Centre authorized Ragwort and Simpson to carry

out the report due on 30th July, 2012.

It examines as to how the Tauranga Shopping Centre can be made more attractive and better to meet

the needs of the customers.

EXECUTIVE SUMMARY

The objective of the report is to make the Centre attractive, attract more customers, provide good

service to the customers and staff and also by working together to make the Shopping Centre move

forward.

It is a retail organization established in 1995 which involves the sales of goods to customers,

individual and business as their require and demand.

The areas examined were staff and customer needs, research of premises, car parking provision and

products and services offered by the Centre.

Recommendation was to make the shopping Centre attractive, meet the customer needs, car park

provision and provide good product and services in the Centre.

PROCEDURE

Information was gathered through :

Distributing questionnaires to customers and staff

Meeting with the team members

Interviewing customers

Observing the customers in the workplace

3.0 FINDINGS

Premises location and structure

The Shopping Centre is located in the main shopping mall of Tauranga with easy access for customers both on foot and in cars with number of parking areas surrounding the Centre.

The design of the entrance to the Centre is very unattractive.

The Centre looks out- dated and needs to be renovated to present an up market image

of the company.

There is not much covering over the entrance or over the car park walk ways for customers to shelter on rainy days.

There is no device to get feedback from customers and staff about the Centre and its operations.

Customers and staff needs

3.6 Most of the older customers made reference to shopping at the Centre when it was first

established and how convenient and welcoming it was whereas now it has been overtaken by

some of the recent competition and only its central location provided a major draw card.

3.7 The products and services was high rated by both the customers and staff through a

shortage of some products on shelves.

The trolley stands in the parking areas are in an uneven and irregular way and customers have

to walk quite a distance to return the trolleys.

3.9 Trolleys are left all over the place forming a hazard for both drivers and pedestrians and

there is no indication where they are from or where to return them, which is a legal

requirement.

3.10 The Centre has no community notice board where customers can post notices.

3.11 There is no local advertisement to attract customers.

3.12 The positioning of some shelves does not promote self-service.

3.13 Not all serving counters offer EFTPOS facilities.

3.14 Most competitors have introduced punch card loyalty schemes that reward the customer

once the card is full but the Centre has no similar scheme at this time.

3.15 Competitors offer gift bags for customers when their purchases are over 200 dollars.

3.16 Customers emphasized the location of the Centre and its easy access for older patrons

who were less inclined to travel to competitors located on the periphery of town therefore

the Centre is losing its customers and also the sales is going down.

3.17 Most staff indicated that the Centre was a satisfied place to work and felt they could go to

management with suggestions whereas rest of them felt that improvement can be done if

management change.

Car Parking

3.18 The ground level parking area is unsafe for children therefore children can roam into the car

park.

3.19 The underground car park has not enough space to handle the number of customers during

busy periods.

3.20 An area in front of the mall can accommodate additional car parking and can be available

for lease.

3.21 The pedestrian crossings in the car park are incorrectly positioned which have lead to ‘near

misses’ in the past.

3.22 During busy periods the car parking area is very dangerous and there is no one supervising

vehicle movement.

3.23 No security surveillance in the parking area.

Products and Services offered

3.24 There is not enough signs directing customers to product group areas.

3.25 Home deliveries are not available at present.

3.26 Bakery area is small and outdated and struggles to meet the demand.

3.27 The stock department is constantly lack of staff and during the busy holiday period the

existing staff are often called away to perform other tasks resulting in empty shelves when

stock is piled up in the storage area.

4.0 Conclusion

Premises location and structure

The Shopping Centre is located in the main shopping mall of Tauranga with easy access for

customers both on foot and in cars with number of parking areas surrounding the Centre

therefore most customers prefer shopping over here.

The design of the entrance to the Centre is very unattractive therefore many customers move to attractive shopping Centre.

The Centre looks out- dated and needs to be renovated to present an up market image

of the company therefore many customers refuse to pass this area.

4.4 There is not much covering over the entrance or over the car park walk ways for customers to

shelter on rainy days therefore customers incline to shop there on rainy days.

There is no device to get feedback from customers and staff about the Centre and its

operations therefore no improvements are being done in the Centre.

Customers and staff needs

4.6 Most of the older customers made reference to shopping at the Centre when it was

established and how convenient and welcoming it was before but now it has been overtaken

by some of the recent competition and only its central location provided a major draw card

therefore customers don’t like to do shopping here.

4.7 The products and services was high rated by both the customers and staff through a

shortage of some products on shelves therefore customer’s demands are not fulfilled.

4.8 The trolley stands in the parking areas are in an uneven and irregular way and customers have

to walk quite a distance to return the trolleys therefore it’s quite a hassle especially for the

elderly people.

4.9 Trolleys are left all over the place forming a hazard for both drivers and pedestrians and

there is no indication where they are from or where to return them, which is a legal

requirement therefore drivers and pedestrians are not satisfied with the service.

4.10 The Centre has no community notice board for customers to post notices therefore its

difficult for them to place notices around.

4.11 There is no local advertisement to attract customers therefore sale is very low.

4.12 The position of some shelves does not promote self-service therefore its inconvenience

for the customers to get the products.

4.13 Not all serving counters offer EFTPOS facilities therefore service is very slow.

4.14 Most competitors have introduced punch card loyalty schemes that reward the customer

once the card is full but the Centre has no similar scheme at this time therefore most

customers prefer shopping elsewhere.

4.15 Competitors offer gift bags for customers when their purchases are over 200 dollars

therefore very few customers come to shop at this Centre.

4.16 Customers emphasized the location of the Centre and its easy access for older patrons

who were less inclined to travel to competitors located on the periphery of town therefore

the Centre is losing its customers and also the sales is going down.

4.17 Most staff indicated that the Centre was a satisfied place to work and felt they could go to

management with suggestions whereas rest of them felt that improvement can be done if

management change therefore the Centre will not lose its customers.

Car Parking

4.18 The ground level parking area is unsafe for children and children can roam into the car park

therefore it is not safe for the children.

4.19 The underground car park has not enough space to handle the customers during busy

periods therefore parking area can be expanded on busy days.

4.20 An area in front of the mall can accommodate additional car parking and can be available

for lease therefore the customers will not have difficulty in parking.

4.21 The pedestrian crossings in the car park are incorrectly positioned which have lead to ‘near

misses’ in the past therefore it is not safe for both children and adults.

4.22 During busy periods the car parking area is very dangerous and there is no one supervising

vehicle movement therefore driving during this busy time is very risky.

4.23 No security surveillance in the parking area therefore it will lead to car damage and

robberies.

Products and Services offered

4.24 There is not enough signs directing customers to product group areas therefore its difficult

for the customers to find the products easily.

4.25 Home deliveries are not available at present therefore the shopping Centre is quite empty

and customers are not happy with the services.

4.26 Bakery area is small and outdated and struggles to meet the demand therefore the baking

area becomes very overcrowded.

4.27 The stock department is constantly lack of staff and during the busy holiday period the

existing staff are often called away to perform other tasks resulting in empty shelves when

stock is piled up in the storage area therefore it’s not easy for the customers to get the product

when needed.

5.0 Recommendation

Premises location and structure

5.1 The Shopping Centre is located in the main shopping mall of Tauranga with easy access for

customers both on foot and in cars with number of parking areas surrounding the Centre

therefore most customers prefer shopping over here.

5.1.1 They should reconstruct the shopping Centre and the parking area to keep it busy.

The design of the entrance to the Centre is very unattractive therefore many customers move

to attractive shopping Centre.

5.2.1 I recommend they should redesign the shopping Centre.

5.3 The Centre looks out- dated and needs to be renovated to present an up market image

of the company therefore many customers refuse to pass this area.

5.3.1 Renovate the Centre and make it attractive.

There is not much covering over the entrance or over the car park walk ways for customers

to shelter on rainy days therefore customers incline to shop there on rainy days.

5.4.1 Make alternative to have a covering over the entrance and car park walk ways.

5.5 There is no device to get feedback from customers and staff about the Centre and its

operations therefore no improvements are being done in the Centre.

5.5.1 They should put up a feedback box in front of the counter so that customers and staff can

give feedback of the Centre.

Customers and staff needs

5.6 Most of the older customers made reference to shopping at the Centre when it was

established and how convenient and welcoming it was before but now it has been overtaken

by some of the recent competition and only its central location provided a major draw card

therefore customers don’t like to do shopping here.

5.6.1 I recommend they should reconstruct the shopping Centre and make specials on the

products.

5.7 The products and services was high rated by both the customers and staff through a

shortage of some products on shelves therefore customer’s demands are not fulfilled.

5.7.1 A supervisor should be employed to check the shelves and have it up to date and

provide good service to the customers.

5.8 The trolley stands in the parking areas are in an uneven and irregular way and customers

have to walk quite a distance to return the trolleys therefore it’s quite a hassle especially for

the elderly people.

5.8.1 One of the staff should be in- charge of the trolleys so it’s convenient for the customers.

5.9 Trolleys are left all over the place forming a hazard for both drivers and pedestrians and

there is no indication where they are from or where to return them, which is a legal

requirement therefore drivers and pedestrians are not satisfied of the service.

5.9.1 Trolleys should be located at a certain area indicated with bill board to avoid hazards.

5.10 The Centre has no community notice board for customers to post notices therefore its

difficult for them to place notices around.

5.10.1 They should make alternative to fix a community notice board in the Centre for customers.

5.11 There is no local advertisement to attract customers therefore sale is very low.

5.11.1 I recommend that the Centre should make specials on products via newspapers, brochures

and on air etc.

5.12 The position of some shelves does not promote self-service therefore its inconvenience

for the customers to get the products.

5.12.1 I recommend they should rearrange the shelves for easy access for the customers.

5.13 Not all serving counters offer EFTPOS facilities therefore service is very slow.

5.13.1 I recommend they should install EFTPOS facilities on all the counters so that the service is

quick and efficient.

5.14 Most competitors have introduced punch card loyalty schemes that reward the customer

once the card is full but the Centre has no similar scheme at this time therefore most

customers prefer shopping elsewhere.

5.14.1 They should introduce punch card loyalty schemes in the shopping Centre to attract

customers.

5.15 Competitors offer gift bags for customers when their purchases are over 200 dollars

therefore very few customers come to shop at this Centre.

5.15.1 I recommend they should also give gift bags to customers to promote good sales.

5.16 Customers emphasized the location of the Centre and its easy access for older patrons

who were less inclined to travel to competitors located on the periphery of town therefore

the Centre is losing its customers and also the sales is going down.

5.16.1 I recommend re-design the shopping Centre, make it attractive and provide good service.

5.17 Most staff indicated that the Centre was a satisfied place to work and felt they could go to

management with suggestions whereas rest of them felt that improvement can be done if

management change therefore the Centre will not lose its customers.

5.17.1 I recommend change the management and give a good look of the Centre.

Car Parking

5.18 The ground level parking area is unsafe for children and children can roam into the car park

therefore it is not safe for the children.

5.18.1 I recommend they should put a fence.

5.19 The underground car park has not enough space to handle the customers during busy

periods therefore parking area can be expanded on busy days.

5.19.1 I recommend extra parking could be made available on lease.

5.20 An area in front of the mall can accommodate additional car parking and can be available

for lease therefore the customers will not have difficulty in parking.

5.20.1 I recommend parking space in front of the mall can be taken on lease.

5.21 The pedestrian crossings in the car park are incorrectly positioned which have lead to ‘near

misses’ in the past therefore it is not safe for both children and adults.

5.21.1 I recommend they should make proper crossing area and re-paint it.

5.22 During busy periods the car parking area is very dangerous and there is no one supervising

vehicle movement therefore driving during this busy time is very risky.

5.22.1 They should expand the car park.

5.23 No security surveillance in the parking area therefore it will lead to car damage and

robberies.

5.23.1 They should install security surveillance in the car park to prevent robberies and car

damage.

Products and Services offered

5.24 There is not enough signs directing customers to product group areas therefore its difficult

for the customers to find the products easily.

5.24.1 I recommend they should put up more signs indicating the customers of the product areas.

5.25 Home deliveries are not available at present therefore the shopping Centre is quite empty

and customers are not happy with the services.

5.25.1 I recommend they should provide home deliveries so that they will not lose their

customers.

5.26 Bakery area is small and outdated and struggles to meet the demand therefore the baking

area becomes very overcrowded.

5.26.1 I recommend expand the bakery area and meet the demands of the customers.

5.27 The stock department is constantly lack of staff and during the busy holiday period the

existing staff are often called away to perform other tasks resulting in empty shelves when

stock is piled up in the storage area therefore it’s not easy for the customers to get the

product when needed.

5.27.1 I recommend they should employ more staff to provide better services.