(Solved Homework): Describe Whole Foods Market using the six sigma Approach…

Whole Foods positions differently than other large grocery store chains. Their business model differentiates them from its competition. They stock only organic food with no artificial colors or additives. today customers care about eating and living healthily more than ever. But the real secret is Six Sigma.

The shelf life of organic food is way less and is quite expensive at times. Whole Foods took off when the organic food industry was much smaller. They benefited of a naturally-occurring monopoly and have tremendously amplified their market share.

Minimal Interference and Flexible Management

Whole Foods is a customer-centric company. Using Six Sigma, they depend on feedback to form their business systems and processes.

• As such, the voice of customer is a primary metric for improvement
• And as such important is the data
• minimal interference.
• Store managers, like Six Sigma practitioners, are change agents
• The company ensures minimal corporate meddling
• The needs of a busy urban branch do not reflect the needs of a small-town store. As such, both should be managed appropriately, according to their needs. Management flexibility of this kind grants them the freedom to source local produce as well as to operate under different hours.

The Customer Matters

As a customer-facing, retail-oriented corporation, Whole Foods relies on strong customer relationships.

By collecting customer feedback at the store level, they can shed light on problems affecting quality, efficiency, and productivity. Whole Foods stores provide a Customer Comments Wall for those wanting to offer feedback, encouraging customers to have their say. This level of customer engagement is highly beneficial, not just for the valuable feedback it provides, but also for the strong store-customer relationship it fosters. In short, it shows Whole Foods care about those frequenting their stores and purchasing their goods.

·         Each comments wall allows customers to leave both positive and negative comments.

While it may seem simplistic, this approach helps to

·         foster transparency

·         openness

·         Honesty between store and customer.

Providing a place to leave feedback lays the groundwork for a continuous improvement culture.

Happy Employees = Happy Customers and concept of Total Quality Management

Moreover, this openness also benefits Whole Food’s staff. All employees want to feel like they matter. They’re people, after all, not mindless automatons. They want to feel that their voices are heard and that they play an active role in the success of the company. Remember, the happier your employees, the happier your customers. If you can’t keep the first happy, the second will feel it.

(source:6sigma)