Leadership And Strategic Implementation In Woolworths Group Limited

Overview of the Woolworths Group Limited

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

Woolworth’s mission, purpose, and values

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.