Availability/Field Service

Jenny Craig’s products are given credit for because the company image is put on the spot. Thus, their service with customers must be reliable and consistent. Also, they work with customers to build that credibility by achieving the client’s goal of losing weight. In several situations when people achieve their weight loss objectives, they will still have provided services such as “maintenance support” and “online support” such as Menu Planner and Recipes to maintain clients on top of their weight loss goals.

Jenny Craig is serious about maintaining its customers satisfied with their services. If a customer lacks that satisfaction, Jenny Craig will conduct a study to verify their failures for not satisfying the customer needs with the company. Indeed, some clients may not like the service and in certain situations they are fully refunded. Jenny Craig’s consultants are key icons on the field service. They are the ones that will make sure clients are satisfied and motivated with the program. They have to show integrity and loyalty as the company representatives and dedication to client’s questions or concerns.

Quality of Conformance

Quality of conformance is how closely a product or service meets specifications.


Jenny Craig uses Technology to continually evolve the program to best meet clients' dynamic needs; it has a highly regarded Medical Advisory Board whose expertise enables them to incorporate the latest research in nutrition, physical activity and behavior change to create effective strategies for long-term weight loss. They also use the internet and broadcast nationwide to advertise and market the Jenny Craig program.

Jenny has trained employees and consultants that provide advice on making smart choices at restaurants and in other challenging social situations. With the support of motivation-based consultations, clients will identify their unique weight-loss mindsets; learn how to make themselves a priority by taking well-deserved time for self-care and celebrating the milestones they achieve.

Over the past 25 years, Jenny has managed to help millions of people worldwide learn how to eat a nutritious diet that includes many of their favorite foods, increase their energy level through simple activity, and build more balance into their lives for optimal weight loss and well being.

Quality of Design

The quality of design is determined before the product is produced. It shows how well a design matches customer needs. The concept of the Jenny Craig Program is one-on-one attention and individual support. Knowledgeable, caring consultants provide motivation, encouragement and helpful information.


Jenny Craig’s market research is aimed at a science-based program that includes components which have individually been shown to be effective for weight management, including portion control/meal replacement, reduced energy density foods, consistent physical activity, behavior modification, and a motivational approach to counseling.

Jenny Craig meets their clients’ specifications by providing more than 80 delicious Jenny's Cuisine entrees and snacks that help clients create a healthy relationship with food. It also offers a comprehensive food/body/mind approach to healthy weight management that includes three essential success factors: creating a healthy relationship with food, building an active lifestyle, and developing a balanced approach to living.

Types of Customer Contact

Jenny Craig uses several forms of customer contact. Although clients do use the internet and the telephone in order to place food orders, Jenny Craig can mainly be considered a high-contact system. Jenny Craig primarily uses face to face contact. The first step of the Jenny Craig program is to meet with a program director. This can be done in-person at a local center or over the phone. In addition, each client meets with a consultant privately once a week for motivation, going over results, and to help with any challenges a client may face.

Service Matrix

When it comes to the service matrix of Jenny Craig, Jenny Craig tends to lean towards a highly customized service. Although all customers can choose from any of prepackaged Jenny Craig meals, each product an individual receives is based on what the customer requests. In addition, the weight loss program is designed and tailored specifically to each individual member. A customer profile is used to help with this service. Programs are designed according to a client’s eating style, activity level and weight loss mindset. The results of the profile help a Jenny Craig consultant customize a program for each client. Each client has different weight loss wants and needs; and as a result the service the customer receives is based on their own decisions and expectations.

Service Product Bundle

Jenny Craig incorporates the service-product bundle with all three elements. The first element Jenny Craig uses is the tangible explicit service. Clients of Jenny Craig find hope to have a fast and accurate consultation when visiting their consultant, and picking up their food order for the week. The next element of the service-product bundle that Jenny Craig uses is called the psychological implicit services. The company prides itself on making sure their clients have a pleasant and joyful about their consultant and their surroundings when visiting the center. And finally, the last element that Jenny Craig uses is called the physical facilitating goods service. The Jenny Craig foods and products fall into this category of goods. Before the process of designing and delivering the service and service product Jenny Craig put a heavy influence in defining their service-product bundle.

Jenny Craig uses many types of hardware categories that help run the business. Jenny Craig uses Input devices to enter information and commands, output devices to see, hear, or otherwise recognize the results of information processing requests. Jenny Craig also uses storage devices to save and store information on clients that consultants can use at a later time. The company also uses CPUs to help coordinate the operations of other hardware being used. To speed up their computers Jenny Craig makes sure there is a lot of RAM to temporarily hold information, which makes the computers work faster.
Jenny Craig uses application software called ICAN. ICAN allows consultants to query information on clients while also invoicing orders, running financial reports, and checking inventory. This application software allows the center to solve specific problems or perform specific tasks to help business run smoothly.

Cross Functional Decision

The weight-loss industry is very competitive, with annual revenue sales estimated to $60 billion a year. So, it is pertinent to Jenny Craig transmit the right information to potential customers. Jenny Craig’s key marketing tool to advertise its products is the use of celebrities’ spokesperson. They not only emphasize and share successful weight-loss stories on their website as their competitors, but they also promote the image of celebrities as a model to be followed. They are several famous celebrities that has represented Jenny Craig as spokesperson such as Kirstie Alley, Valerie Bertinelli, Qeen Latifah, and most recently Jason Alexander – Seinfeld star.
Jenny Craig applies Customer Relation Management and E-Collaboration as two major ways of information business initiatives. CRM system is an information integration system that is able to share all the customers’ information such as history, or payment status through all the departments such as sales, marketing, or customer service. In order words, the company uses multi-channel services with its customers where they are able to interact with sales representatives and customer service personnel through several communication systems such as e-mail, fax, web, etc. Through costumer’s interviews and feedbacks, the company is able to gather import information of customers needs and wants to better assist them and also devise more efficient advertisements to catch new costumer’s attention to their services.
In addition, Jenny Craig uses e-collaboration in order to improve customer relations and teamwork. E-collaboration is a use of technology that support and improve work activities, management systems, or social networking. Jenny Craig has used Wyse software to enhance communication among the company departments, so the information can be accessible to the majority of employees. Since Jenny Craig affiliates are spread over five countries and several US states, it was imperative for them to create integrated collaboration environments (ICEs). Thus, their teams have better access to information through the systems to elaborate projects, make decisions, etc. Jenny Craig is also on social networking sites such as Facebook, MySpace, Twitter in which users share diet experiences, lifestyle change, food recipes, etc.
Jenny Craig’s financing transactions consist of franchisee fees, foreign capital investments, and private venture capital. They have first offered stock shares in 1991 when at the time it was worth $21. During the mid 1990s the company went through several legal businesses issues that caused the stock price to fall to $6.25. Eventually, Jenny Craig was traded out of the New York Stock Exchange and the company remained as a loyal brand name in the industry that was later acquired by Nestle in 2006 for $600 million.
The company Human Resources department has a great amount of work to manage. First, the company is a great source of employment opportunity worldwide. They are increasingly hiring personnel to manage their business locally and oversee. They also give membership discounts for employees – average of 25 percent - so they are motivated to engage into the program. Thus, it shows Jenny Craig’s commitment with it clients and community.

Inventory Selection

In order to meet customer demand and satisfaction, Jenny Craig needs to make sure that there is a stock of materials used to facilitate production. This involves making sure that the inventory is always correct and up to standards. Since Jenny Craig is a goods and services based company they have to make sure that they are servicing the clients accordingly, this can mainly be done by keeping the inventory of their products on hand and on point.
In order to protect against uncertainties Jenny Craig maintains a safety stock inventory process. There is a maintained lead-time of two days, which allows each center to have enough inventory of their products on hand to service the clients. Every center is equipped with a computer system that records the amount of orders and products being sold. Once the inventory control system reaches a certain reorder point the company then sends out an order for delivery. A delivery is made every two days to each center depending on the demand and quantity being sold, this entails their lead time.
Jenny Craig mainly supplies each customer with entrees that are all made and owned by the company, which decreases the item costs. An ordering cost is crucial in a company such as Jenny Craig because of the high demand for its products. The company pays for transportation cost, purchasing cost, and receiving cost on all its deliveries each week. Due to the computer systems that record all orders there is little need for a carrying cost. Jenny Craig only holds enough inventory needed until the next delivery, which reduces the carrying cost of its’ products.
Jenny Craig runs on a periodic review system or otherwise known as the P system. This entails that the stock position is reviewed at fixed intervals. “When the review is made the stock position is ordered up, to a target inventory level.” The target level is set to cover demand of Jenny Craig’s products until the next periodic review plus the delivery lead-time. Jenny Craig finds it very important to keep a healthy relationship between service level and inventory level. Customer service levels must be balanced with investment in inventory, since higher customer service levels require higher inventory investment. Jenny Craig would not be able to service their clients without having the goods in inventory to supply them with. A precise inventory set up is crucial for Jenny Craig to operate and have a high customer satisfaction rating.

Process Selection

When it comes to process selection, Jenny Craig tends to use assembly-line flow, which uses a linear sequence of operations. The food products of Jenny Craig move from one step to the next, in order, until the final product is distributed to its customer. Based on the demand for a specific food product, the Jenny Craig Headquarters determines how many of each product it is going to make. With over 80 different food choices, the company produces each product on a Make-to-Stock basis. Orders are forecasted and production begins. After each product is finished it is placed in finished goods inventory. When members are ready, they can pick and choose which food they would like to receive. There are two ways in which a customer can obtain their order from Jenny Craig. They can either place their order online or over the phone and pick it up from a local Jenny Craig center; or they can have it shipped directly to their home by using Jenny Direct. Either way, members will receive full meals, targeted to their nutritional and weight-loss needs.

Prime Operations Activities

Jenny Craig conducts its operations management by following the transformation process. Its inputs are a team of health practitioners, facilities, consultants, medical advisory board, clients, food and energy. Jenny Craig’s outputs are providing the best one-on-one service available in the weight loss industry, supporting and encouraging clients throughout their weight loss and weight management programs, and they provide meals and health services.
Jenny Craig manages quality control by ensuring customer satisfaction. The program offers its clients one-on-one attention and individual support.Their knowledgeable and caring consultants provide motivation, encouragement and helpful information at Jenny Craig Centers, or over the phone as part of their at-home Jenny Direct Program.Jenny Craig also offers different programs for adults, teens, men, older adults, and people with diabetes.Jenny Craig takes a personalized approach to continually evolve the program to best meet their clients' dynamic needs. It has a highly regarded Medical Advisory Board whose expertise enables them to incorporate the latest research in nutrition, physical activity and behavior change to create effective strategies for long-term weight loss and a healthy lifestyle.
Jenny Craig makes its capacity decisions based on the 600 Company-owned and franchised Centers in the U.S., Canada, Australia, New Zealand, Puerto Rico and Guam. Due to the many locations Jenny Craig employs approximately 4,000 employees to maintain each client’s individual eating styles. Jenny Craig also offers an at home program, therefore they have to make sure they have enough trained consultants and support available online and through phone services.
Jenny Craig manages its inventory based on its 5 million clients worldwide. It offers over 80 Jenny's Cuisine breakfast, lunch, dinner and snack items, as well as videos, audiocassettes, cookbooks and exercise accessories. Jenny's Cuisine offerings and merchandise mixes are continuously refreshed with new products and limited-time offers. Jenny Craig is also an owned subsidiary of Nestlé and gets most of its stock from them.

Introduction

Co-founder Jenny Craig developed an interest in health and wellness in the 1960s. With her own effort to lose weight after a pregnancy Jenny Craig teamed up with Sid Craig, owner of Body Contour Fitness Center. Sid and Jenny Married in 1979 and together turned the company into a successful business. They sold Body Contour to a subsidiary of Nutri-System and invested the money to open the company Jenny Craig. The first center was opened in Australia, and after becoming a leading player in the countries diet industry, Jenny Craig expanded to the United States. Currently, Jenny Craig is one of the largest weight management service companies in the world. Also, they are a chain of weight management centers that focuses on a meal plan made by their own prepared meals. Jenny Craig provides a combination of weight management tools and advice, which make it easy and practical for clients to lose weight, stay motivated, and change their eating habits. The main focus of the program is to help people maintain a healthy approach to food, have an active lifestyle, and create a more balanced approach for living.
Today, the CEO of Jenny Craig is Patti Larchet, who first joined the company in 1985 as a consultant. Her impressive record and hard work earned her many high positions with the company such as the Chief of Operating Office or Vice Chairman of the Board of Directors. Throughout her career with Jenny Craig, she was able to “turn around of the business down under" in Australian and New Zealand, “increasing revenues by nearly 90% over six years, and greatly enhancing earnings”. She is a hard working woman, who is also a wife and mother. She joined Jenny Craig because she dealt with the weight problems as well as any other woman out there. She thought that facing the problem and maintaining a healthier lifestyle, she could advise her clients into a motivated way of losing weight. Indeed, she has gained the public confidence for her exceptional work.