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Lecture 6

GMS 200 Lecture Notes - Lecture 6: Loblaw Companies, Dollarama, Customer Service

Global Management Studies
Course Code
GMS 200
Horatio Morgan

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Chapter 6: Planning Processes & Techniques
What is planning?
Planning is the process of deciding exactly what one wants to accomplish and how to
do it.
5 Steps of planning
Define your objectives
Determine where you stand relative to your objectives
If objectives are not being met, what do I do?
Analyze alternatives and make a plan
Implement the plan
3 Key benefits of planning (Refer to page 171)
Improves focus & flexibility
Improves action orientation
Co-ordination and control
Planning in practice
How do managers strategically determine the course of their companies in a globally
competitive market?
News Items: Loblaw
“Loblaw job cuts underline retailers new reality”,
“Loblaw companies Ltd. To cut 275 positions”
“Loblaw, Metro earnings show trouble at the grocery till”
“Loblaw, Dollarama investors celebrate Target Canada’s demise”
Whats behind Walmart’s success?
Quick facts:
oFounded by Sam Walton in 1962 with the opening of the first store in Rogers,
oWith more than 10,300 stores in 27 countries, Walmart is the largest retailer in the
Customer focus: Provide customers what they want, when they want it, and ensure that
customers receive true value.
Service rules:
oSundown rule: Get back to the customer should an inquiry come up BEFORE the
day ends.
oTen foot rule: If a customer is 10 feet away, then an employee must ask if he/she
are ok, if they need anything etc…
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