Managing for Competitive Advantage Essay Example | Topics and Well Written Essays - 2500 words

Managing for Competitive Advantage - Essay Example t would be known as the Chip and PIN programme bringing banks, building societies and retailers together to combat the ever expansive problem of credit and debit card fraud. The trial began in fiscal year 2003 where cardholders would authorise purchases with the use of a Personal Identification Number (PIN) in place of their signature. (M&S Annual Review 2003 inside cover operating highlights) Year 2003 HR – Improvement in quality was managed in several ways including reconstitution of the store management structure including the presence of a store manager at each of the stores. Each of these store managers would have clear goals, responsibilities and accountability. There would be a field-based area management team offering the benefit of internal and external experience, which brings M&S in line with leading industry standards, thus providing a basis for further improvement in customer service, leadership and overall store standards. (M&S Annual Review 2003 inside cover operating highlights) Year 2003 Operations –There was increased market share in Women’s, Menswear and Lingerie with both strong product appeal and quality. The opening of thirteen Simply Food stores garnered 250,000 new customers shopping per week and the pilot program of the new credit and loyalty card proved successful with national roll-out in the second half of fiscal year 2003/2004. Considerations for the improvement of customer service involve potential for relocating the fitting rooms and the customer service within them. (M&S Annual Review 2003 inside cover operating highlights) Year 2003 Financial Management – The chairman, Luc Vandevelde, believes that â€Å"the key to regaining market share has been a focus on improving both the appeal and value of our products, thereby making aspirational quality more accessible to our customers, The Home programme opening just prior to the launch of the credit and loyalty card in Financial Services. During the fiscal year 2003 operating