SASA Student Chanez Management Assignment - Case Study Assessment Answer

Running Head CASE STUDY















CASE STUDY STOCKLANDS Assessment 2

















Part A Case Study Stocklands
1. Stocklands is a logistic company which has its vast and diversified property in Australia. It includes managing and establishing huge portfolios of logistics items, retail town centers, communities that are residential as well as the Retirement living villages. Stocklands was founded in the year of 1952 and presently it builds many sustainable communities where people reside, shop and work with the help of its diversified model. Their main vision is to become a successful real estate company of Australia, in order to serve the communities as well as the country with its valuable contribution (Stockland, n.d.).
The major strategies of Stocklands focuses on the following
Providing good customer experiences and to drive assets by organically growing the logistics portfolio, retail town centers, workplaces as well as the retirement villages.
Modifying the ways of operations over groups to have efficiencies, compliance, sustainability as well as the customer engagement.
Maintaining balance sheets for having vast sources of funding as well as the cost capital.
Taking initiatives for healthy living, encourage strong linkup with communities as well as provide educational opportunities for a lifetime
Take responsibilities for maintaining proper stability of environmental, social as well as economic outcomes for current situation and for future for all the communities, customers as well as the investors.
2. Stocklandss property and investment developing group is to make the organizational structure streamlined by combining its office, retail and industrial businesses and managing their asset classes within a single entity.
According to the managing director of Stocklands, in order to make sure that the investors receive quality returns, it requires streamlining of the organizational structure for enabling the company for having a strong grip of different organizations, their economic scale as well as transfer of information over the business units. This will create an improved collaboration as well as good consistency for investments through asset class by strengthening the ability for gaining strategic growth (The Sydney Morning Herald, 2008).
According to the new structure, Stocklands current Chief Executive of Retail, Mr. John Schroder will be handling the new business unit and that unit will be called as commercial property. Stocklands capital partners unit will not work alone as majority of its existing team will be transferred into different other units of Stocklands business. Thus, enabling to emphasize on the delivery of strategic initiatives as well as enhancement of relationship of joint ventures at the product and business level.

3. The groups that lie within the customer base of Stocklands business organization are
The inhabitants of the retirement villages
Inhabitants of housing estates
Industrial properties and their tenants
Shopping centers and their tenants
The product buyers from shopping centers.
As per the study from Young Rabbit Pty Ltd (2019), the inhabitants of the retirement villages and housing estates comprise inhabitants that are intended of both type of housing. Tenants or renters of shopping centers as well as the industrial properties comprise tenants that are intended for every kind of properties across the business. Stocklands organization serve approximately 2500 and more customers through their various business units. The community is mainly used for conducting researches over several projects as well as assets in order to have better understanding and knowledge of the customer requirement.

4. Following are the ways by which Stocklands engages with the customers of different groups
According to Practical Functional Group Synthesis (2016), an online platform which is known to be Stocklands Exchange, enables constant communication among the customers and Stocklands management allowing to engage customers within different groups. This communications allows the customers to take part in various surveys and polls which help in determining about their interests and requirements. It also helps the customers in receiving deals, leave feedback as well as participate in discussions.
The company wide research and its analysis require customer insights, in which the outcome of the researches are included for getting strategic recommendations. The analyzation and modification of industry data into strategy of product and pricing are done with the help of reports from the market insight team to the Group executive for for strategic purposes as well as stakeholder relations.
The experiences of customers within different groups are handled with the help of Chief Operating Officer. Customer services and their experiences over every unit of businesses are effectively managed by the General Manager Group of marketing.
Every individual units of business comprises of customer focused KPIs that are designed for modifying the customer engagement. Considerable investments for training and researches are also maintained in order to have high performance level (Young Rabbit Pty Ltd, 2019).

5. In order to have insight into the needs of the group of customers, the methods that can help to re-activate the customers are
Reference of the past activities of the customers in concern to drive interactions. The perceptions that are drawn from the past transactions, data aspects as well as the analytics are the basics of the design and its implementation (Young Rabbit Pty Ltd, 2019).
Recognize a group which controls and segregate people for measuring. Choosing a control group can help in concluding a test.
From the profile selection, analyze the control group to messaging and components of communication. Sound metrics and data are the main roots which can successfully analyze the selection.
Find an accurate period for interaction that is lapsed.
Make sure that the email correspondence comprise with a strong and catchy subject line for creating customer engagement.
Include the creative in order to ensure that the customers who are lapsed, hits the relevant content
Try making easy and interactive communications for the customers.
Try to reduce the cadence after successfully re-engaging the customer
Files that are re-activated must be treated as an extra file of acquisition
Try approaching the values of customers for lifetime.

6. Different requirements and different considerations of the diverse customer base are mainly responsible for the variation in customer engagement objectives and methods across the business units. Practical Functional Group Synthesis (2016) states that mostly every customer needs their unique method of engagement as every individual group of consumer have their own requirements. Customer engagement is all about responding to customer needs and queries. Serving with information through websites to the customers, which can be useful for them regarding their problems, then, their access to the website can be considered as a way of engaging them. In order to offer with good experiences to the customers, content strategy is one such plan which uses content. The content usually begins with the perception and needs of the customers (target audiences). It includes core contents of all the requirements that people would search for in the websites.
Thus it becomes very helpful for them in fulfilling large number of business and achieving marketing goals in a way that is customer-centric. Another way of engaging customer is by branding of products in which an emotional link gets created with the brand names.
Researches based on an organizations business plan and their budgets that establishes similar business information requirement, comprises understanding of the business strategies, planning of their budgets, their direction, purpose as well as their forms of business and ownership. The management of budgets verses the management of finance, planning and management of business task. Budget practices involve the allocation cost in proper areas, understanding the targets, time duration as well as the cycles of budget.




















Part B Scenario
1. Customer satisfaction determines about the performance of a business whether it is going in a better direction or is it poorly performing. It also helps in getting various ways for getting better understanding as well as ownership of the customer satisfaction programme, all throughout the business and identifies the case of business for the satisfaction of customers. A customer satisfaction survey can have several objectives based on researches as there are various reasons that define satisfaction of customers. Researchers must have an accurate knowledge about their objectives.
One possible research objective could be

To develop a baseline for the satisfaction of customers.

It means that focusing on only 30 of customer satisfaction is not really enough in an organization. For example, it is very necessary for an organization to follow the trend in order to serve their customers according to their needs and satisfaction. Proper identification about the direction is very necessary for knowing if things are in progress or not. The establishment of baseline for customer satisfaction can help in determining the present sources that are responsible for dissatisfaction in customers. Further it helps in estimating the return potentiality for investments in services and put customer driven progress as significance for change as well as action. All these can be done with the help of a survey in which identifying the present level for customer satisfaction will be an objective so to have a detail comparison with the help of survey. In spite of simply asking the customers for their feedback about the services, a survey is more likely to help in determining the likes or dislikes about the aspects in an organization or business.

2. Survey Questions

Do you find any complications in locating variety of our shops
(a) YES
(b) NO

Do you think Stockland makes sufficient effort for maintaining the cleanliness of all its location
(a) YES
(b) NO

How clean do you find our marketplaces
(a) YES
(b) NO

Do you like the services we provide
(a) YES
(b) NO

Do you like our management
(a) YES
(b) NO

Have you received friendly behaviour from our shopkeepers and other assistant members
(a) YES
(b) NO

Did you notice any damaged items in our store
(a) YES
(b) NO

Did the shopkeepers and other assistant members enquired for what you were expecting to buy
(a) YES
(b) NO

Did the shopkeepers and other assistant members offer you help
(a) YES
(b) NO

Did you find the product you were looking for
(a) YES
(b) NO

Did the shopkeepers and other assistant members provide you with detail information about the product
(a) YES
(b) NO

Did you find any complicacy while getting access to our shopping centres
(a) YES
(b) NO

Did you find any complicacy while parking your vehicle
(a) YES
(b) NO

Was the parking lot clean and well maintained
(a) YES
(b) NO

Would you like to rate our services
(a) YES
(b) NO

How would you like to rate our services
(a) 5 star (excellent)
(b) 3 star (good)
(c) 2 star (not up to the mark)
(d) 1 star (very poor)

How often do you use the product or service
(a) Regularly
(b) Once in a week
(c) Once in a month
(d) Rarely
































References
Stockland streamlines business structure. (2008). The Sydney Morning Herald, Retrieved from https//www.smh.com.au/business/stockland-streamlines-business-structure-20080528-2iz1.html
About Stockland. (n.d.). Stockland, Retrieved from https//www.stockland.com.au/about-stockland
New Management Structure. (n.d.). Stockland, Retrieved from https//www.stockland.com.au/media-centre/media-releases/new-management-structure
Practical Functional Group Synthesis. (2016). Retrieved from https//www.stockland.com.au//media/corporate/pdf/about-stockland/sustainability/customer-engagement-fy15.ashxlaen

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