Service management proposal: WholeFoods Paper

timer Asked: Feb 8th, 2019
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Question Description

This is a paper written in terms of a "consulting" position, so to speak, for service/operations management. We are attempting to understand the brand, the direction, the marketing, the consumer target, etc..

You will be tasked to develop a proposal to examine and improve upon the Customer Service of one of six companies that the Instructor will offer the class to pick from. The premise is that your “consulting firm” has been hired to conduct research in and make recommendations on all aspects of the “customer experience” of the chosen company with the goal of achieving what authors Frei and Morriss describe as “uncommon service.” Some will have achieved some of the qualities already, but you may want to improve on them. In essence, you will be conducting the report from a Services Management perspective. The report that you will produce must include or address:

  • How do they fund their decision?
  • What are their employee management processes and policies used to affect their decision?
  • How are they managing their customers?
  • How do they decide who their best customers are?
  • What is the culture of the company and is it aligned with their stated goals?


You are writing your own Proposal based on what you have learned in Service Operations Management, and other business core courses. The plan should be comprehensive, typed for submission to the bank. You understand that the Company will not accept the Proposal if it is not submitted on time. The Proposal must deal with specifics and address all the points listed above.Include any definitions or explanations of the recommendations you make to ensure there is complete clarity as to what your deliverables are. While the Company has hired you to improve the customer experience, make sure that they understand how you reached the conclusion you did, particularly how it factored in your competitors. Deal with specifics regarding the details of your plan! You should identify each major topic in your paper as reflected in the outline provided for the paper.

The intent of this paper is to demonstrate your ability to organize, develop and advance a service operation business plan vision using critical thinking through writing at a functional business level, as opposed to an academic level. You will be asked to share the development of your work, periodically during the course of the semester to ensure the advancement of the vision and the sophistication of the content of the paper. One important aspect is that of being able to communicate upward.

Everything you say must be supported (based upon existing, published, credible and identified sources). Here’s a list of publications where you can find articles to quote:

Academy of Management Journal Organizational Dynamics

Academy of Management Review Organization Behavior & Human Administrative Science QuarterlyDecision Processes

The BureaucratOrganization Science

California Management Review Policy Studies Journal

Harvard Business Review Policy Studies Review

Human RelationsPublic Administration Review

Journal of Management Public Management

Please use supporting details and the above resources as a reference.

Tutor Answer

School: UCLA



Service Management Proposal




Service management proposal
Service/operations management is a vital process in any organization. According to
Battistoni, Bonacelli, Colladon and Schiraldi (2013), service management helps an
organization to plan, design, and organize its processes in a way that best the needs of key
stakeholders such as its clients. This helps an organization to gain leverage over its
competitors and raise the quality and effectiveness of its services. In this proposal, the target
company is Whole Foods Market, which is the largest grocery of organic products in the US
and with operations in Canada and the United Kingdom (Johnston & Szabo, 2011). Through
this proposal, Whole Foods will then identify ways that it can optimize its operations, lower
the impact of competition in the industry, and raise the quality of its products and services.
Funding decisions
In every organization, the management panel plays a key role in the success of the
organization. This is because business leaders are expected to make decisions that will guide
an organization in both the short-term and the long-term. For a company like Whole Foods,
the effectiveness of leaders and their competence are put to test as the company has operations
in both domestic and international markets. In this regard, Tarka (2018) insists that leaders
should always carry out extensive market research prior to making any decisions regardless of
whether it is meant to guide the organization in the short-term and the long-term. This will
then help in identifying the distinct market needs and integrating them into the decisionmaking process.
The level of success that Whole Foods has attained to date shows that its decisionmaking process has been effective. However, it could be more appropriate if the company
decentralized its leadership and decision-making mechanics. Notably, the culture, needs of the
consumers, policies, and other market forces for the domestic market differ from those of



Canadian and United Kingdom’s markets. In this case, Casasnovas, McDaid and Costa-Font
(2009) recommend decentralization of leadership and extensive involvement of stakeholders
in each m...

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