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Organization structure
Run by owner and family. 4 family members.
10 permanent employees. 5 temporary employees. Home delivery done by employees itself.
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How it actually functions?
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Perishable items like bread fruits andvegetables are ordered from their suppliersonce a day.
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Suppliersfor
perishable
goods
Aashirwadsupplier-
(bread)kalina
bhoomisupplier-(fruits)
kalina
Ram agency-(vegetables)
mahim
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Once in themorning
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Biscuits Cheese Butter Noodles Tea Coffee Sauce Aereated drinks
Ordered once a week
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suppliers
Abhayenterprise(kel
loggs)-vileparle
Adhikarienterprise(mtr)-
andheri
Goga agency (societytea)-
Santacruz west
Amritlal andbrothers(medicines)-
andheri
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How is your order processed?
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There are some products which have to bepicked up from the rack.
Some items are sold over the counter.
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If a customer cannot find tang on the rack..theproduct is checked for in the computer.
If pieces r available it is shown in thecomputer and is searched for.
Otherwise..(pic)
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Non availability of products-special order isplaced
Within 1-2 days product is called for.
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Customer service
Additional services provided
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Benefit is passed on:
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If supplier gives an offer of buy 10 get 1 freeon tangsupplier
The cost of 10 products is divided among 11and benefit is passed on from retailer tocustomer.
Super store
Customer gets discount on the mrp.customer
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Customers are charged for eco friendly clothbags.
But they are also given the option to get thebag back and take back the money of the bagwhich they had paid.
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Prompt service Standardization
Easy process Easy location (boxes identified like nobel chemists)
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Home delivery within half an hour FREE
Details about any medical camps happening inand around the area are put up. Blood donation camp details are put up for
people to see.
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Return policy. Usually shops give a credit note or ask customers
to buy anything against what they had bought.
But they follow a different strategy. They give the customers back the entire money. Even perishable items can be returned Return of goods is done even without the
bill(cause of barcode) Friendly behaviour
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Leads to:
Customer satisfaction Customer loyalty
shop loyalty Growth of business good reputation
Repeat orders Word of mouth
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How is this example related to orderprocessing
The mere availability shows that proper orderprocessing has taken place.
Orders are placed as on past sales. You stand at the counter and your order is
provided to you within 1 minute. It doesnt take hours to search a product. Proper order placement.