Ch.13 Qvc Strategic Management

Topics: QVC, Retailing, Customer service Pages: 3 (775 words) Published: February 11, 2011
Jenni Richardson
January 28, 2011

Case 13: – QVC

QVC is for quality, value and convenience; this is the vision that Joseph Segel had in 1986 when he started the company and it continues to be the cornerstone of the firm’s operations. These three simple words communicates to all stakeholders the firm‘s values, aspirations and goals. QVC is dedicated to giving customers more: more choices, more brands, more entertaining programming, and more great values.

QVC’s vision is quality, value and convenience for all customers. The mission is dedicated to giving customer more: more choices, more brands, more entertaining programming, and more great values. The strategic objectives are to pursue a leading position, achieve efficiency in operations, search for profitable products, and expand the customer base, position for future growth

Over the past year, QVC has been trying to capitalize on the growing success of reality-based television shows.QVC also is also committed to superior customer service; customers can have their questions answered by in-house service representatives with an average of seven years of QVC experience. Four key attributes of strategic management the QVC follows are: includes multiple stakeholders in decision making, incorporates short-term and long-term perspective, trades-offs between efficiency and effectiveness, and directs the organization toward overall goals and objectives.

The focus of QVC is quality products that surprise and delight and the buying staff and searches the world for quality products. Each product must live up to viewers’ expectations of high standards by being unique, innovative, and an exceptional value. Hundreds of thousands of new products are evaluated each year, but only a fraction become QVC items. They look for the freshest products and ideas, and enhance their on-air and online programming by making it more engaging and more interactive.

QVC has managed to achieve a customer...
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