Part B

Scenario:Recently you have been appointed as operating manager in the headquarter of Star7 franchise caf. The Franchise has 10 branches in Sydney and is planning to expand its operations across major cities in Australia. However, as the barrier to market entry is low, many competitors have joined the market, and large franchise companies aggressively initiate marketing promotions. The Franchise company requests you to identify areas for improvements in the business operations. You have collected and analysed data about the performance, efficiency in the business operations.

As a result, you have identified the following: Customer satisfaction has become worse for the last 2 years due to the long waiting time when ordering and receiving. Especially during morning periods, the customers moved to another caf due to the long waiting time. The staff hiring process is very slow as all applications and selection processes are conducted in the headquarter. The Franchise does not have an online ordering system, and the current POS system is old and outdated as only sales order recording and issuing receipts are available. As a result, serving employees take more time to receive orders and payments and to send orders to the baristas. Supplies are delivered on orders made by the branch managers, and sometimes proper deliveries were not made due to late ordering. Due to limited spaces in each branch and WHS issues, the current no of employees cannot be increased. | The current POS machines only generate paper receipts, and sometimes it takes time to replace the new paper cartridge in the machines, which makes a longer waiting time.

The Franchise has decided the following to implement

The plastic straw will be no longer used An electronic receipt will be sent to the customers' mobiles rather than the paper one. Online ordering system and new POS system will be implemented These changes have been planned to support sustainability and to improve customer satisfaction. The announcement for plastic straw bans will take 3 weeks, and biodegradable straws will replace plastic straws. The online ordering system and the new POS system will be connected, and the employees must learn how to operate the system and access the customers' information data. In order to use the online ordering system, the customers must make their accounts and have to provide their name, phone number, email address, etc.

Question 1: From the scenario, the company will obtain the customers' private information when they create their accounts for online ordering. Find out more innovative ideas and explain how your ideas will create more benefits for the company.

Question 2:

a. Identify relevant stakeholders to discuss the costs and the benefits of an online ordering system and self-ordering kiosk.

Stakeholders	Selected	Stakeholders	Selected
Branch managers		Online ordering system supplying companies
Barista in the branches		Online ordering system supplying companies
Serving employees		Self-ordering kiosk supplying companies
Logistics managers		Self-ordering kiosk supplying companies
HR manager		Finance manager
CEO		Operating manager
Marketing manager		Customer Service officer

b. Explain why you must have a consultation with the stakeholders

Question 3: Develop action plans to support the changes and improvements which will be implemented. Use the following table to answer and the following actions:

Announcement for plastic straw bans through social media and in the branches - 3 weeks Purchasing online ordering system and its implementation - 4 weeks Training for online ordering system operations - 3 weeks Installing self-ordering kiosk - 4 weeks Training for self-ordering kiosk operations - 3 weeks The marketing manager will be responsible for the campaign announcement and actions for the online ordering system, and the self-ordering kiosk will be managed by the operating manager, and the training will be organised and managed by the HR manager.

Actions	Objectives	Time frame	Measurement	Responsible person
Announcements for plastic straw bans	To promote sustainability	3 weeks	Checking whether any of the branches use the one and response from the customer through the social medias	Marketing manager
Purchasing online ordering system and its implementation
Training for online ordering system operations
Installing selfordering kiosk
Training for selfordering kiosk operations

Question 4: Identify the stakeholders who will be affected by the changes and proposed improvements from Part B, Question 1

Question 5: Develop contingency plans for the following event:

Self-ordering kiosks break down