Managing Director of Coles Supermarkets, Ian McCleod has a simple strategy to build up the business.
Firstly, he himself acts as a quality controller by simply walking through Coles’ supermarket floors to check on its fresh produce, up to the point of squeezing avocados to ensure that they are ripe and ready for sale. He even knows the details, like the origin of the broccolis which had been delivered within the last 24 hours. Basically, he completely understands the supply chain mechanism of the supermarkets, in addition to the customers’ needs and the customers’ pricing points.
McCleod has turned Coles around, making it the leading brand in the retail industry.
Business managers can learn valuable lessons from Ian McCleod, which is to understand the supply chain, identifying and improving its efficiencies or inefficiencies and of course, to know what customers want. This promotes a culture within the organisation to encourage understanding of the customers’ experiences by top line management.
Source: BRW