Organization structure

Run by owner and family. 4 family members. 10 permanent employees. 5 temporary employees. Home delivery done by employees itself.

How it actually functions?

 Perishable items like bread fruits and vegetables are ordered from their suppliers once a day.

Aashirwad supplier(bread)kalina

Suppliers for perishable goods

Ram agency(vegetables) bhoomi supplier(fruits) kalina

mahim

Once in the morning

Biscuits Cheese Butter Noodles Tea Coffee Sauce Aereated drinks

Ordered once a week

Abhay enterprise(kel loggs)-vile parle

Amritlal and brothers(medicines)andheri

suppliers

Adhikari enterprise(mtr)andheri

Goga agency (society tea)Santacruz west

How is your order processed?

 There are some products which have to be picked up from the rack. Some items are sold over the counter.

 If a customer cannot find tang on the rack..the product is checked for in the computer. If pieces r available it is shown in the computer and is searched for. Otherwise..(pic)

 Non availability of products-special order is placed Within 1-2 days product is called for.

Customer service
Additional services provided

Benefit is passed on:

supplier Super store

If supplier gives an offer of buy 10 get 1 free on tang

The cost of 10 products is divided among 11 and benefit is passed on from retailer to customer.

customer

Customer gets discount on the mrp.

 Customers are charged for eco friendly cloth bags. But they are also given the option to get the bag back and take back the money of the bag which they had paid.

Prompt service Standardization Easy process Easy location (boxes identified like nobel chemists)

 Home delivery within half an hour FREE Details about any medical camps happening in and around the area are put up. Blood donation camp details are put up for people to see.

 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

Leads to:
Customer satisfaction Customer loyalty shop loyalty Growth of business good reputation Repeat orders Word of mouth

How is this example related to order processing

The mere availability shows that proper order processing 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.