Increasing Sales at IKEA Tampere during Peak Days
Katsarova, Veselina (2014)
Katsarova, Veselina
Tampereen ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014103015089
https://urn.fi/URN:NBN:fi:amk-2014103015089
Tiivistelmä
This bachelor’s thesis was commissioned by IKEA Tampere with the purpose to find out ways for increasing the sales at the store during peak days because currently sometimes the store experiences lost potential of sales on peak days. The problems which the store faces during peak days were identified by interviewing 60 customers on two peak days at the store (29th March 2014 and 19th April 2014), as well as 10 workers from different departments. The interviews showed that the main obstacles that customers face during peak days at the store are associated with finding their way around, queuing and finding information, all of which have a negative effect on the sales.
Relying on theoretical background on store layout, service design and lean process improvement, the current thesis reviews the processes, routines and visual communication at IKEA Tampere and offers solutions for making improvements which would increase the sales.
Most solutions for improvements offered in the current thesis have to do with lean process improvement, at the core of which lie the elimination of any unnecessary work which does not offer value to the customers. Thus, unnecessarily long and complicated processes at the store can be simplified and shortened making it possible to eliminate long queues and making it easier for customers to manage on their own in IKEA Tampere, the concept of IKEA being that customers should manage almost exclusively on their own. The implementation of the suggested improvements of the processes and the visual communication at the store will have a positive effect on the sales and on customer satisfaction.
Chapter 6 of the current thesis, which reviews the case of IKEA Tampere and offers concrete suggestions for improvements and solutions to the current problems at the store, is confidential for five years.
Relying on theoretical background on store layout, service design and lean process improvement, the current thesis reviews the processes, routines and visual communication at IKEA Tampere and offers solutions for making improvements which would increase the sales.
Most solutions for improvements offered in the current thesis have to do with lean process improvement, at the core of which lie the elimination of any unnecessary work which does not offer value to the customers. Thus, unnecessarily long and complicated processes at the store can be simplified and shortened making it possible to eliminate long queues and making it easier for customers to manage on their own in IKEA Tampere, the concept of IKEA being that customers should manage almost exclusively on their own. The implementation of the suggested improvements of the processes and the visual communication at the store will have a positive effect on the sales and on customer satisfaction.
Chapter 6 of the current thesis, which reviews the case of IKEA Tampere and offers concrete suggestions for improvements and solutions to the current problems at the store, is confidential for five years.