Learning Project 1

Learning Project 1 - 1 Running head: PUBLIX, ILP Individual...

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1 Running head: PUBLIX, ILP Individual Learning Project 1 Darren Nussel Liberty University Organization Description
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Publix, ILP 2 Publix Super Markets is a staff owned supermarket chain in that operates in the US. Specifically, the chain operates in Florida, South Carolina, Georgia Tennessee and Alabama. The company is headquartered in Lakeland, FL and employs around 142,000 associates of which 73,000 are working part time. Publix reported revenues of $24,515 million for the financial year ended December 2009, a growth of 1.7% from fiscal year end 2008. The company’s net profit was $1,161.4 million in fiscal year 2009, a growth of 6.6% over fiscal year 2008 (Anonymous, 2010). SWOT Analysis Chart Strengths Weaknesses Highest ranking supermarket for customer Highly concentrated presence will increase satisfaction the vulnerability to single economy Private label portfolio with in house Product recalls will tarnish the brand image manufacturing facilities will facilitate exclusivity and margin expansion Product lines aligned to the emerging trends of eating at home, and health and wellness Opportunities Threats Publix Curbside enables the company to Increased costs and limited ability to pass grab a share in growing online retail market on the rising costs will pressurize the Positive trends in liquor business will boost margins the performance of expanding liquor store Increased regulations will increase costs of network specific compliance Growing pharmaceutical market and popularity of flu immunizations through pharmacies will increase revenue generating opportunities The Balanced Scorecard for Publix Supermarkets
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Publix, ILP 3 The balanced scorecard is strategic information using critical success factors to provide Publix a map to use in order to tract its competitive course and serves as a benchmark for competitive success (Blocher, Stout, & Cokins, 2010). Customer Satisfaction Measures Perceived quality American Customer Satisfaction Index (ACSI) Perceived value Customer interviews Customer complaints Based on returns Customer retention Build loyalty, 10-Foot and 10-Second Rule Internal Processes Cater to trends Consumer research Private label brands Grow at a faster pace of 3.0% Learning and Growth Employee development Internal professional development curriculum Observation Sheet Measures customer service that is above the minimum standards Employee retention Fortune ―100 Best Company to Work for and Most Admired Financial Performance Expansion Growing pharmaceutical, Liquor business, and Publix Curbside Market value Stock Share price Sales Fiscal year in sales and profit statement CSFs Importance Customer Service At Publix, all operations revolve around pleasing every customer; this mission is why they have relished the level of success they have obtained since the 1930's. Bill Fauerbach, Vice President of the Miami Division, said “only we can give our customers a reason to shop elsewhere.” Wal-Mart, now the number one retail grocer in the world, is currently opening major
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Learning Project 1 - 1 Running head: PUBLIX, ILP Individual...

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