Final year projects (Baccalaureus Theses) (Industrial Engineering)

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Browsing Final year projects (Baccalaureus Theses) (Industrial Engineering) by Subject "Customer service"

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    Pick 'n Pay online shopping
    (Stellenbosch : Stellenbosch University, 2011-12) Walker, Pia; Schutte, Cornelius Stephanus Lodewyk ; Stellenbosch University. Faculty of Engineering. Dept. of Industrial Engineering.
    ENGLISH ABSTRACT: The topic of this project is online shopping at Pick n Pay. The service is currently inefficient and needs to be improved. Customers are sometimes left unhappy as they often do not receive their orders on time or receive the wrong items or items are left out of the order as they were not available in the store, although the website indicated that they are. Due to the initial problems, some of the customers who started to use the service regularly have not become inactive. Pick n Pay now needs to improve this service in order to win their customers back and turn this into a profitable business. To remodel the current online shopping model a number of steps have to be taken. In this report other online shopping companies are investigated to obtain reasons of their success or failure in order to ensure Pick n Pay avoids making the same mistakes and adopts a successful approach. An analysis of Pick n Pay‟s only online grocery shopping competitor in South Africa, Woolworths, is then undertaken. The current Pick n Pay model is analysed from beginning to end and the objectives of the new model are identified. Problem areas are then identified and solutions are provided in order to solve these problems and/or improve the current model. The focus areas include the website, the selection of stores used for online shopping orders, in store methods (picking, checkout, etc.), delivery time slots and transportation methods. Results are then concluded and a new model for the service is provided.