Operations Executives Face Two Major Challenges

Dave Mitchell, vice president of operations for reading tools merchant Levenger, says there are two major challenges facing retail operations executives.

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Mitchell says the first challenge is delivering on customer service during a changing market.

“The goal should be to provide service so good that customers tell positive stories about us so we can develop what can be described as legendary customer service,” Mitchell says. “Develop an organizational culture that constantly seeks to delight the customer.”

The second challenge, according to Mitchell, is to stop the erosion of passion, purpose, and potential at the workforce and management levels. Merchants should strive to develop an organizational culture that values the work and talents of the staff and creates an atmosphere of trust and integrity.

“By looking for ways to weave business and social goals into the fabric of an employee’s work life, and fostering a working environment that invites collaboration and creativity, human potential is unleashed,” Mitchell says.

Mitchell will be speaking on this topic at the Operations Summit in Memphis May 2-3. For more information, go to www.operationssummit.com.

Jim Tierney (jim.tierney@penton.com) is a senior writer for Multichannel Merchant. You can connect with him on Twitter (TierneyMCM) and LinkedIn, or call him at 203-358-4265.