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J Sainsbury PLC INTRODUCTION J Sainsbury PLC is one of the leading food retailers in the UK and also has interests in financial services. It comprises of Sainsbury's Supermarkets, Bells Stores, Jackson's Stores and Sainsbury's Bank. There are currently 583 Sainsbury's supermarkets throughout the UK employing over 145,000 people, offering over 34,000 products and serving over 11 million customers a week. It is for these reasons that careful management of operations within each of the stores is vital to ensure that all processes are kept running smoothly so that customers can be served and products can be replenished. PERFORMANCE OBJECTIVES Customers want a quality service when they shop. A quality service is defined as 'a service that consistently meets or exceeds a customers expectations'. The supermarket needs to look at the current value of a customer - how can they make this person spend as much money as possible in the store. They...

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