Fiji Time: 9:42 PM on Wednesday 21 February

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Delighting all customers

Repeka Nasiko
Saturday, November 11, 2017

JACK'S of Fiji was one of the big winners at the 2017 Fiji Business in Excellence Awards.

Considered one of the country's biggest retail outlets, the company was awarded the Fiji Business Excellence Prize at the FBEA awards ceremony held at the Sheraton Resort and Spa Convention Centre earlier this month.

Jack's of Fiji CEO Bhavin Khatri said excellence meant delivering greater customer value to delight their customers using the best business practices.

"Excellence and quality are embedded in our Jack's of Fiji culture, whereby every team member embraces excellence and quality in the day-to-day activities helping us build a great company, assisting us in managing our organisation and achieving results," he said.

"Some of the reasons behind the win are our continuous urge to improve for the better, the strategic alignment of our business, our documented policies, procedures and tools of the business, which allow us to be consistent in service delivery, our focus on the learning and growth of our team members and our strong partnership with our customers and stakeholders.

"This win is solely dedicated to all our team members because without their commitment, dedication and support this would not have been possible.

"I also want to acknowledge our customers, suppliers, business partners and the general community for their continued trust and support."

The journey to success, however, has not been without its challenges.

Mr. Khatri said some of the challenges the company faced included the strategic alignment of the organisation with a documented strategic plan, accepting change in the way they did business and consistency of the application of every day processes for the same service delivery.

He said overcoming those challenges had been a priority for the company.

"We now have a documented Strategic Plan which aligns the entire organisation and sets the direction for the future.

"Change is inevitable and we were able to embrace change by regular trainings, meetings and open discussion forums.

"We have an open-door policy whereby we encourage our team members to be creative and innovative in their approaches and look at better and new ways of doing things."

He said the win was dedicated to their team, customers and stakeholders. The recent opening of the Nakasi Store (Rups Mall), refurbished MHCC store and Qaqa Store have been some of the company's milestone achievements over the past year.

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