Evaluation of Alternatives
Problem Statement
The use of mobile phones during the time of work has affected the attention of supermarket attendants. Ideally, the prevailing state of social media and interactions enabled by mobile devices can distract these employees from relying competitive services to clients (Charoensukmongkol, 2015). For the last one week, clients complained that they were not satisfied with the way attendants handled them when making inquiries. Furthermore, the CCTV cameras show that most of the attendants serving in the Nakumatt branch have been using their phones often and paying little attention to the clients during shopping. In this respect, it would be prudent to revise the regulation of using mobile devices at work.
Overview of Alternatives
Primarily, the issues regarding mobile phones can be solved by restricting all the attendants from carrying mobile phones at work. This reform may improve the attention of the staff to other chores within the supermarket. Otherwise, regulations can be implemented to prevent clients from using mobile devices often. Any cases of regular use of mobile phone can be fined by making deductions from their salary (Farber, 2013). Another approach would be to jam the network of mobile devices within the premise in order to alter internet connections.
Criteria
There are five tactics that can be applied to determine the efficacy of these solutions. First, the staff can be asked to make recommendations for solving the issue. This inclusion enables them to own the problem and handle it with utmost importance (Watson, 2002). The second criteria may involve seeking suggestions from the clients in order to understand what they require from the staff (Shankar, Smith, & Rangaswamy, 2002). If the information delivered by these two strategies is not sufficient, the auditor can be requested to assess and resolve the issue through assessing it and making recommendations. It is vital to test the staff by informing them about the behavior and monitoring whether it changes without enforcing it (Watson, 2002). Finally, the branch may study other firms and branches in order to check how they solve such problems. Learning from experienced companies and investigating the solutions applied by them provides a practical solution (Shankar, Smith, & Rangaswamy, 2002). Essentially, Tuskys, Walmart, and Naivas have been restricting the attendants from using phones frequently during the work-period (Charoensukmongkol, 2015). The most suited tactic would be to ask the staff to avoid carrying mobile devices within the Nakumatt supermarket of this affected branch. All staff willing to use their mobile devices can have minimum time with them outside the premise whenever necessary. Records of frequent usage can be kept in order to identify any misuse of the approach (Farber, 2013).
Methods
This problem should be presented to the manager in order to arouse the need for change in this section of customer satisfaction. Once the approach has been checked and verified, the manager can release the requirement to the staff by announcing or providing written updates. Any comments and suggestions from the staff can then be collected in order to address any upcoming issues at an individual level. Eventually, the regulation can be implemented and made functional within the supermarket management regulations.
Findings and Analysis
If the supermarket restricts the staff from carrying the mobile devices in the shop, then there may be urgent personal issues that may not be addressed. This aspect implies that the supermarket might have to create a contact line that other people close to a staff member may use. However, this raises a question regarding the personal privacy and determination of an important call since it may be opinionated and controversial. On the other hand, if the staff is allowed to use the phone minimally, then the term minimum time must be defined in order to make viable restrictions. However, this tactic may be viable because it is partly manageable and effective if the staff owns the problem and resolves to observe the rule. The final approach suggests that the network connectivity on the rooms housing the supermarket be jammed. However, this decision will affect the clients since their devices will not have network reception. Therefore, it may not be a viable solution if it affects the clients who should be pleased.
Discovery Summary
The most viable way to resolve this issue is to inform the staff about the problem and set a regulation that allows them to carry their mobile phones for important calls only. The other solutions may affect the clients or dissatisfy the staff. Essentially, firms must ensure that their staff is satisfied in order to render reliable services at all times.
References
Charoensukmongkol, P. (2015). Social Media Use and Job Performance:. International Journal of Cyber Behavior, Psychology and Learning, 5(2), 59-74.
Farber, H. S. (2013). Job Loss. Job Loss, Family Change, and Declines in Health Lifecycle Events and Their Consequences, 11-33.
Shankar, V., Smith, A., & Rangaswamy, A. (2002). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 153-175.
Watson, S. (2002). Human resource management: international perspectives in hospitality and tourism. London: Continuum.
