Part 2 - Business Sustainability (2a)

2(a) - What are the facilities provided by the company to their customers? 

We visited Tesco, Paradigm Mall which is located in Subang Jaya on the 19^th April 2014. We had an observation at this Tesco store on the types of facilities they provide to their customers. Generally, they are focusing on two main sections in their hypermarket, which are security system and customer’s convenience.

The first facility that I want to illustrate is CCTV (closed-circuit television). CCTVs are located above the store. The function of CCTV is to prevent offence cases such as stealing, destroying the products or items and vandalism. If these cases happen, they can bring serious loss to the company. People will lose trust in the safety of the company. Moreover, the company needs to bear the cost due to the offence cases. Therefore, CCTV can maintain the safety of the hypermarket and prevent undesired loss.              
           

Unfortunately, even though CCTVs have been installed, some items will also be stolen. Thus, they provide a facility, which is a sensor with radio-frequency identification (RFID) technology to scan the items’ bar code. Those items that have not been paid at the payment counter will cause the alarm to ring when unpaid items pass by the RFID.

After that, they also provide fire extinguishers and fire alarm system. They play an important role when fire disaster happen. We as human being cannot predict when fire disaster will happen. A contingency plan is always needed for emergency. Hence, Tesco considers about the safety of their consumer by setting up fire extinguishers and fire alarm system. Furthermore, they also prepare emergency exits for everyone in the store to escape from disaster. Emergency exits are located at every corner so that when emergency happens, people can escape through the nearest emergency exit. These facilities can enhance customer loyalty as they feel that they are protected. In this way, Tesco can maintain their business sustainability.

Furthermore, there are a lot of facilities provided by Tesco to make their customer more convenient on purchasing and shopping. In particular, toilet is one of the most important facilities for their customers. Some toilets are provided only for disabled customers. These toilets are specially designed for the disabled. They have more space and bars for the disabled to grab, so that they do not face problem when transferring from wheelchair to toilet seat. This helps them to avoid inconvenience issues and protect their rights. Tesco also has innovative renovation of baby’s changing room. This facility enables diaper changing or even breast feeding. Hence, Tesco has provided facility that considers people of all ages and disabled people.

Besides that, they also provide massage machine for consumer. Massage machine could help consumer to get some rest after or before shopping. This is a very good strategy especially for elderly. In addition, the cost for the massage machine service is affordable.

After shopping, customers can proceed to payment counter to pay for their items. Payments can be made either by cash or credit cards. Customers can pay in the way they feel comfortable with. There are many payments counters provided at Tesco; therefore, customers are less likely to queue up for a long time. This saves the customers’ time and effort.

Consumer can carry their purchases with a basket or a trolley which are provided by the company. They do not have to carry their purchases by hand, which means more items can be purchased at a time. This facility can reduce the burden of customers, so that customers shop in a relaxing manner. Customers of big family can also purchase more items. This facility brings convenience to the customers.

Customers can check the price for those items they want to purchase if they are uncertain of the prices. They can check the price of items by using price check machine. Price check machine scans the bar code of an item and shows the most accurate price for the item. In addition, prices of some items or products such as vegetables, fruits, snacks and others are set by the weight, customers can go to the weighing counter and get the pricing labels.

Apart from that, Tesco also provides Non- halal section and Wine section. These are very important to the Muslims because they can only consume products which are halal and non-alcohol; therefore, the sign board can inform them to avoid wrong purchasing. These are also considerations for other religions because they want to purchase non-halal and alcohol products too. Thus, Tesco respects all religions and provides products that suit every religion.