Operation management problems in SCOPE
This report details the operation management problems in the SCOPE charity shop in Newport. SCOPE is a registered charity that supports disabled people suffering with cerebral palsy. The shop faces problems like unskilled volunteers, lack of donations, and the dependability of the shop on the donations. The unskilled volunteers result in reduced customer service and the dependability on donor means that there is a lesser variety of products available. These problems were identified through observation and by talking to the staff members and customers.
The SCOPE charity shop should consider introducing a two week training course for their employees and should also consider empowering their employees. This will help the shop as the customer satisfaction would improve and the number of return customers would increase. They should also consider corporate tie-ups to reduce the dependability of the shop on the donors. SCOPE shop should consider implementing Total Quality Management to improve the operations of the shop. Launching an online shop would also a good idea as target customer would increase.
People associated with the charity have given a positive reactions to these changes and improvements, as shown by research findings, and would probably be happy to be a part of it.
Formed in 1952 SCOPE is a registered charity that supports disabled people suffering with cerebral palsy. The vision of the company is 'A world where disabled people have the same opportunities to fulfil their life ambitions as non-disabled people.' (SCOPE ANNUAL REPORT, 2009)
Cerebral palsy is a term which covers a number of different conditions where the brain does not develop properly, resulting in problems with movement, posture and co-ordination. Every individual is affected differently with cerebral palsy. (Dr. Trisha Macnair, August 2010)
Scope has got over 250 shops which help raise funds. These charity shops collect donations from people and then display and sell them. The scope charity shop in Newport is run by the store manager Trisha Susan and the assistant store manager is Susan Johnson Brown. These two are full time employees. The customer care, cashier, and warehouse individuals are volunteers and are part-time employees.(责任编辑：BUG)