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The Franchise does not have an online ordering system, and the current POS system is old and outdated as only sales order recording and issuing receipts are available.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.

Question 1:

From the scenario, provide your recommendation on how the company can make changes for sustainability.

Question 2:

a. In order to improve customer satisfaction, you will need a consultation with the relevant stakeholders. From the following table, select the relevant stakeholders.