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 The Franchise does not have an online ordering system, and the current POS system is old and outdated as only sales order recording and issuing receipts are available.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. (PE 1, KE 4)

Question 2:

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

Stakeholders Branch managers Barista in the branches Serving employees Logistics managers HR manager CEO Marketing manager Selected Stakeholders Online ordering system supplying companies Self-ordering kiosk supplying companies Finance manager Operating manager Customer Service officer Selected Objectives Time Actions frame Measurement Responsible person Announcements Checking whether any of the for plastic straw To promote 3 weeks branches use the one and Marketing bans sustainability response from the customer manager through the social medias Purchasing online ordering system and its implementation Training for online ordering system operations Installing self- ordering kiosk Training for self- ordering kiosk operations