Table of Contents
Executive Summary 1
Organization Overview 1
Job Overview 2
Job Description 2
Recruitment Strategy 3
Selection Procedures 4
Compensation and Benefits Plan 6
Job Advertisement 7
Empowerment, Retention, Motivation 7
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Executive Summary
In this report we have interviewed a store manager at the Publix in Clemson, SC and
found out a position that he had trouble both in hiring and maintaining. This document will go in
depth into how the organization hires for this process as well as its compensation and benefits.
We will dissect each individual method and tell whether it needs improvement or not and offer
our suggestions for the manager. You will learn about how the organization works and values its
employees as well as its direction and mission statement. After reading this document you will
have a better idea as to how this organization can better hire and maintain a customer service
representative. The duties of that job and every aspect in between.
Organization Overview
The organization we are consulting for is Publix. Publix has 1,162 grocery stores, 9
distribution centers, and 11 manufacturing facilities across the southeastern United States of
America. All of the distribution centers and manufacturing facilities are in the states of Georgia
and Florida. They have stores in the states of Alabama, Florida, Georgia, North Carolina, South
Carolina, Tennessee, and Virginia. They have the most stores in Florida (776) and the least in
Virginia (8). For this report, we are focusing on the Clemson, South Carolina Publix location.
This location is at 1390 Tiger Boulevard, Clemson, South Carolina 29631. This store has roughly
140 employees on their payroll. All of Publix groceries and corporate offices employee roughly
188,000 people. In 2016, Publix had retail sales of $34 billion across all 1,162 grocery stores.
Publix is the largest employee-owned grocery story in the United States of America. Publix is
privately owned by all of its employees. Publix’s mission statement is to be the premier quality
food retailer in the world. To reach this mission, Publix commits to be passionately focused on
customer value, intolerant of waste, dedicated to dignity, value, and employment security of their
associates, devoted to the highest standards of stewardship for their stockholders, and involved
as responsible citizens in their communities. Publix’s guarantee is that they will never disappoint
you. If for any reason your purchase does not give you complete satisfaction, the full purchase
price will be cheerfully refunded immediately upon request. Publix has a strategy support
department to help the CEO develop and implement corporate strategies and corporate business
plans. The main product that Publix offers is groceries. However, Publix also has a deli, bakery,
meats section, and pharmacy. Customers can get fresh cuts of meat in their meat section as well
as cold cuts and cheese from both Boars Head and Publix brand in their deli. Their deli also
offers subs and other meals. In the bakery section, customers can find all kinds of baked good as
well as order cakes for birthdays and other special occasions. Publix customers can also come to
the store and drop their prescriptions at the pharmacy and often times the medicines will be ready
to pick up when the customers are done shopping. One of the core principle and competitive
strategies at Publix is a focus on customer service. Publix employees are often friendlier and
more helpful than the employees of their competitors. They often times try to get to know their
customers in an effort to be able to better help them in the future. This makes their slogan of
“Where shopping is a pleasure” really come true. Because customer service is such a big part of
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the Publix experience, we are focusing on the job of Customer Service Clerk at the Clemson,
South Carolina location for this report.
Job Overview
The job title that this report focuses on is customer service clerk. At Publix, customer
service is the largest department and one of the areas of utmost importance with the highest
demand for jobs. Since exceptional customer service is so important in their stores, Publix is
always looking to hire new employees to help provide the best customer service in the industry.
Since this job’s main focus is interacting with customers, employees should be friendly and able
to strike up meaningful conversations with employees. Also, employees will have to know the
store layout and know where different good are in order to direct customers to the right location.
Publix does not require previous retail experience. Even if one does have previous retail
experience, they must partake in an orientation and a week of both physical and online training
to understand the “Publix Way.” Some high school experience is required and a high school
diploma or GED is preferred. However, since Publix provides and requires its own training
programs, college experience in not required. Some additional training also takes place at Publix.
Every month, all associates are required to complete the online Prevention Plus training in the
