By: Group # 09

AVIK SARKAR 10202134

JENEMANI AMIT KUMAR 10202139

BIMLA ACHARYA 10202165

ABHIRUP CHAKRABORTY 10202183

SANTOSH KUMAR MURLIDHARAN 10202259

INTRODUCTION Richer sounds is the biggest hi-fi separates, Retailer in the UK with 15 branches A warehouse and a head office Employing over 100 staff in total The company operates in a niche market Targeted customer group Produce quality products Value for money and customer service The company believes in linking customer satisfaction and pay.

SHOULD ORGANIZATIONS PAY FOR QUALITY? Making employees feel special: One of the most

genuine concern of any individual is the need of belonging and appreciation. Individuals feel more at ease, secured, and have a deep sense of gratification, when they feel wanted and important.

Money Matters: If a firm guarantees more pay, it may be successful in ensuring a quality workforce and greater productivity from the same.

HOW CUSTOMER CULTURE IS EMBEDDED AT RICHER SOUNDS? Value for money for customers. Help the customer buy rather than sell. Customers are given free umbrellas when it rains &

also scratch cards are given. Goods are promoted by mixing illustrations &

technical details. 24-hour-a-day customer problem line. “ We’re listening “ card schemes.

Customers

Sales Colleagues

Middle Management

Top Managemen

t

CUSTOMER SERVICE DEPT

Stephen, Customer Service Manager

Mark, Customer Service Advisor

Tom, Deputy Customer Service Manager Helen, Store Cover Co-ordinator

DEVELOPMENTS IN HR STRATEGY TO SUPPORT AN INTENDED SHIFT TO A CORPORATE CULTURE BASED ON CUSTOMER SERVICE?

Profit sharing Communication should be high Motivational approach should be high Create Opportunities Suggestion schemes Goals must be sets Job satisfaction through incentives Recognition award for their high achievement Customer feedback to assess

USEFUL LESSONS FOR ORGANIZATIONS IN PUBLIC & RETAIL SECTORS?

Competition Raised Raising customer open lots of option Technology plays an important role Try to be different in showcase in competition Quality & Performance would increase Appraisal at correct time would leads to performance

and improvement if required

CONCLUSION

Success in matching its HRM practices to its business strategy, with no formal departments.

Richer Sounds is successful: Executive commitment. Open organization culture. Employee measurement.

REFERENCES

www.richersounds.com www.workplace-communication.com/custome

r-service www.buzzle.com/articles/employee-incentive-

plans