AS is an independent Specialty Outdoor Retailer that provides World Class Service to our customers by outfitting them with equipment, inspiration and education. What began in 1973 as a small climbing shop in Missouri. Now, serves almost every type of outdoor equipment to snowboarders and skiers.
AS is a standard retailer. Please take this in consideration when answering the questions
Client Challenge:
AS has not a proper operational management put in place and desires a solution to create loyalty and receive feedback to improve their customer (operational) service both in-store and online to act immediately if needed
Questions:
- Explain briefly the Project of the new Operational Management programme to implement (design, planning, execution and measuring), use the Best Practices worldwide.
- What are the most suitable KPI´S to consider to control the performance of the new operational programme?
Sample Solution