Operations Management And Business Process Modeling For Smaller Enterprises And Service Industry

Part A

Operations management is an essential part of any company that is serving within the customer service sector. The Covid-19 has impacted several sectors along with different Small-Medium Enterprises (SMEs). The businesses are still recovering from the impact but at the same time, it is trying to create a better service analysis where the operations and information management system will take place. The strategic decisions are made by the companies in order to create better growth rate, sustainability and organizing skills of the company (Miši? and Perakis 2020). The industries are going through tough situations as they are trying to make the facilities work towards improved productivity, efficiency, operational effectiveness and profitability. The facility layouts and the process designs need to be improved to create a better scope for the industry of Retail to evaluate its capacities. Here, Part A will be accomplished by taking the Retail industry Services into consideration.  Appropriate facility layout will be provided to understand the scope for improvements (Lee 2018).  This particular part will focus on evaluating the appropriate process and strategic decision for the retailing industry based services.

In case of Part B, the consideration is entirely based on the given case study of  Charles and Christina who are both classical musicians and teachers. This case study is entirely focused on creating a new and developed strategic decision where the two musicians will be able to improve their professional landscape with increased opportunities and private work as musicians and music teachers (Sabbaghtorkan, Batta and He 2020). The consultant will be providing segmented ideas of business process models as this will evaluate the best business process models that will capture their existing and proposed changes of business processes. The two significant BPMs are object-oriented methodology and Workflow technique. In the second section a situational analysis will be conducted in order to identify the current market situation for the business. A SWOT Analysis and a PESTEL analysis will be conducted through which the current situation overview will be gathered and analyzed. After the consideration of the situation analysis an appropriate comparison of  the different commercial/off the shelf softwares and open softwares will be compared with the help of a table (Mou, Robb and DeHoratius 2018). At the end of the study, appropriate recommendations will be provided for the case study characters Charles and Christina. The recommendation will be focused on employing appropriate utilization and deployment of the recommended software in their business.

Process Design

Facility Layout

Woolworths retail services provide slightly different specs than other companies as it provides a combined activity of services and goods. Here, the goods are tangible whereas the services are intangible. The Retail service process design of Woolworths is supported by the participation of the customers. Without the participation of the customers, the service processes can not take place. Services at Woolworths are simultaneously produced and consumers as the customers shop at the retail stores (Caro, Kök and Martínez-de-Albéniz 2020).

Woolworths established their standards through their manufacturing facility to the retail outlets where the quality of the services are maintained and provided by the staff members. The inventory handling, displaying the goods one the right shelves and helping the customers within the outlets are some of the significant processes and activities Woolworths has to interact with. The customer service delivery is based on the selection of goods and to maximize the counter purchases (Ren, Chan and Siqin 2020).

The self-checkout counters are always available on different retail outlets of Woolworths so that the need of services and assistance is minimized for the customers. The Woolworths staff is always available to provide help to the customers at the checkout centers. The customer participation enables the opportunity to create a better service process design within the retail outlets (Fu 2018). The service delivery system of the company provides a pure food of service to the customers at the retail facilities and outlets. 

The Woolworth retail outlets are focused on quality of customer service improvement as there have been different inbound inadequacies identified within the system. The poor service quality is expected to be improved through the improved process design.

In the case of the Woolworths Retail store the facility layout follows a significant 1style to design its store or facility layout. The company follows the idea of Loop store layout which can also be called as Racetrack layout (Zhan et al. 2021). This design helps in easily getting everything in front of the customers without going to look for the products. With one track and no separate lanes it becomes easier for the customers to find all the aisles from the entrance to the checkout area. Along with the justifications of leading the customers, it also implements the layout with prominents features of the retail store (Dwivedi  et al. 2020). The Facility layout helps in creating and designing the entire floor and design more effectively and efficiently. The facility layout is entirely focused on identifying the convenience of the customers so that the appropriate help can be provided and the customers can also find their required products independently. In this section, the detailed outline is provided about the facility layout of a retail outlet of Woolworths. The current designing of the company retail outlet is based on improvising the management communication strategies and operational strategies of the company and its facility layout (Miller Jr 2018). The personal performance system and the operational strategies are also based on the objective of improving supply chain and strategic decision making.

Business Process Model

Part B

The business process model helps in identifying the business processes of one or more businesses. Here, the business process model defines the processes in which the operations are conducted in order to accomplish all the required and intended objectives that the organization has set for itself. The significant models will help to co-create and improve the existing business process models that the company currently follows. In this particular scenario of Charles and Christina, the two major Business Process Models (BPMs) are considered to be Object-oriented Methodology and Workflow Technique (Iivari, Sharma and Ventä-Olkkonen 2020). With the help of two of these BPMs, the existing and proposed business processes will be judged and analyzed. A significant visual representation of the business processes will be provided under each of the detailed discussions and sections. 

As stated by Abdoli and Kara (2017), the ideas of object-oriented techniques are specifically classified among the three primary categories, such as, Object Modeling Techniques (OMT), Object Process Methodology (OPM) and Rational Unified Process (RUP). The basic idea of Object Process methodology (OPM) is entirely focused on developing unified graphical and contextual models or representations which will be created by aligning all the primary components, frameworks, functions and behavior of the system (Prajogo et al. 2018). The primary processes of the OPM are Deploying, Initiating and Developing. Charles and Christina are currently trying to publicize their tablets on websites and booking arrangements for playing and teaching music via the internet. The below figure is suggesting and providing a visual representation of the current state of the business process named Object-oriented methodology is implemented.

Workflow is considered to be the reengineered and automated information process which is continued to be operated within the organization. There are means that workflows may be defined to be the operational needs of the organization for its “Human Capabilities and Information System Functionalities” (Zhou et al. 2018). According to the understanding of workflow methods it is primarily used to create different business process modes which offer detailed organization business processes based information. The Workflow technique or approach also isolates the business processes along with decisions and displays them in the focus of flowchart. In the case of Charles and Christina the need or suggestion of workflow method is represented in figure 4. Charles and Christina are the only responsible personnel to market their businesses on social media by attracting new customers who are directly interested in such musical events and music classes (Hwang, Lin and Shin 2018). The singing artists have their own label for which they maintain their business accounts. Here, the Workflow Model shows and suggests the way of how Charles and Christina should manage and accomplish their business activities and processes. 

Existing Model: Object-oriented Methodology

The situation analysis continuously helps with the analysis of internal and external environments of a market segment. Here, the SWOT Analysis helps in the new business venture or an existing business to make the strategies as much appropriate as possible for developing the new product or project (Barna and Blaskó 2021).

SWOT Analysis helps the organization in assessing the strengths and weaknesses of the environment. Identification of the possible opportunities and threats are also helping in analyzing the external environment. Here the entire SWOT Analysis will focus on the implications done by Charles and Christina that they have target powers which can be used as strengths and some weaknesses that might become a barrier to their development (Karaoglan 2021). There are existing chances which can get capitalized on and the dangers will be avoided for good. In the following section, an appropriate SWOT Analysis of Charles and Christina is discussed.

Strengths	Weaknesses
· They have appropriate knowledge of the local music event industry and the music teaching industry. · They have a significant brand image and reputation within the UK music industry. · They have the appropriate target market. · They are familiar with social media marketing and advertising systems. · They are well aware of their significant weaknesses which needs to be paid attention to. · They are willing to utilize all the technological advancements they have to improve opportunities. · The business is operated by skills and realistic individuals after making relevant and thorough decisions (Adam 2020). · The owners are well aware of their own knowledge and skills. · Charles and Christina do not only depend on events and parties to perform, they side by side teach music to students.	· They do not have sufficient technical experience.  · Their vision regarding their business venture is very mediocre. · They do not have enough experience in communicating and handling business agents. · The business does not use adequate business software to handle all the relative requirements. · Charles and Christina are neither technical nor marketing experts themselves (Urbinati et al. 2019).
Opportunities	Threats
· The interest of music lies mainly among the younger generations. They love music. · They have the opportunity of using their own teaching experience to establish a subsidiary music school as an alternative income source. · They have the opportunity to take help from the younger generations of their daily life to make the marketing and publicizing activities more effective within the market segment (Lohiniva 2019). · They have another option of opening a new music shop where they can sell musical instruments under the names of Charles and Christina. · They can look for start up companies for partnerships in exchange for salaries and talent. · They can search for investors to give their profession a head start with the help of funds. · There are local bands and parties who are looking forward to hiring Charles and Christina.	· They might not get all the interests of the younger generation and will lack enough Gen Z knowledge to operate their business. · Their family members might be the most immoderate options for them to provide marketing authorization. · They do not have any knowledge about musical technology needs. · More prominent bands may acquire them at some point due to the lack of authority and knowledge. · The business does not own a significant, effective and adequate marketing strategy or system for publicizing objectives (Parc and Kim 2020). · Music is always available on the internet nowadays. · They lack the basic ideas of marketing and technical information which is causing the lack of objectives within the business and their strategies.

PESTEL analysis is considered to be one of the most critically acclaimed and efficient techniques to analyze the external environment of the company. With appropriate sustainability it is considered that the PESTEL analysis will help to generate significant factors from the external environment that directly impact the music industry and the profession of Charles and Christina (Lozic 2019). The PESTEL analysis will also fulfill the criteria of analyzing the Political, Economic, Social, Technological, Environmental and Legal factors that directly impact the profession and business objectives of Charles and Christina within the market segment (Ekimov 2021). In this entire section the six primary pillars will be constructed on the basis of critically developing the marketing changes and the proposed business process model. 

Political Factors

There is a significant level of competition that exists within the music industry related to live performances. Charles and Christina play at local parties and events. These events are sometimes funded by the government as they can be both private and public parties or events. Both of them are continuously trying to reach their customers (Li 2021). Here, the government is encouraging both of them to interact with the audience so that the business and professional scope is increased for them as they have a pure talent of music. The exposure is provided by the government in many cases and events which increases their opportunities to interact with the audience and get new professional work opportunities. 

Economic Factors

Charles and Christina are going for local parties and events where they perform. In such events many are based on paid entry so the audiences have to buy tickets to get an entry into the event or party. Here, the individuals are standing in the queue to purchase the tickets for the events and parties organized by the governments (Watson and Leyshon 2022). The sold out tickets are increasing and generating better revenue which the individuals have spent to watch the show. These are kinds of capital from which both the government and the singers are earning by helping the nation’s economic stability. 

Proposed Model: Workflow Technique

Social Factors

The young population of the nation is highly interested in music which is increasing the opportunities to develop and improve the musical variations of Charles and Christina. The youngsters are willing to explore new musical journeys and musical compositions with fresh faces. These youngsters are willing to pay money so that they can enjoy the music. Here, Charles and Christina are performing in different parties and events locally from where they are gaining some fame for their musical performances and pure talent (Fingerhuth, Babej and Wittek 2018).

Technological Factor

Over the years, the music industry has been making its way into the market industry through hard work and innovation. Technological innovation is one of the most important things that have occurred within the musical industry. The corporate landscape is now present within the music industry that has layered the entire existing reality of the market segment and increased the competition within the music industry (Frässle et al. 2021). Utilizing cutting edge technology to produce music and make it more efficient is the primary criteria of all the singers. Charles and Christina are aiming at making their profession entirely digitized which is only possible if appropriate software assistance is provided to them. 

Environmental Factors

The demographics of the audience is a vital aspect to consider before mentioning the next goals. It is important to consider the demographics of the customers otherwise the entire plan of profitability and crowd will be shattered within moments. The singers need to focus on their brand image and professional reputation to promote ecological development and protect nature. This brand value will influence better avoidance of stakeholders conflict from occurring.

Legal Factors

The audience is attending different events and parties that Charles and Cristina are attending. Here the performances are being held in public places which requires appropriate and due permission to be accepted. There are significant regulations actively related to the benefits of the musicians and the artists by treating music as being the property of the musicians themselves (Rashid, Clarke and O’Connor 2019). Here prohibition of unlimited audience has resulted in promoting filmed and live broadcasting of events and parties. This is encouraging the people in getting directly involved with the musicians without facing losses due to the audience and viewership restrictions.

After the implementation workflow technique it is identified that Charles and Christina would be able to calculate their steps and activities before taking a final decision. Within the complex and competitive market segment, Charles and Christina have improved their opportunity to prioritize the requirements and interests of the young audience and the major investors so that the opportunities increase with time. The significant benefit is based on the improved business process and marketing objectives but the realistic challenge is identified to be the management of marketing and implementing technological innovations into their professional field (Smith et al. 2020).

Charles and Christina are professional singers who perform in several events and parties. Apart from live performances, they contribute to the music profession through teaching music. They are continuously trying to stay connected to music through teaching and performing. Given the information that both Charles and Christina lack information about management and technology. Here, this impacts their entire professional business setting. They require professional solutions to their business setting and improvement of their business growth experience. Their primary goal is to improve productivity, professional opportunity, customer interactions and decision making ability.  Their current scenario is enabling their capacity by implementing the sophisticated technologies within the professional field. Here, the workflow technique also improves the partial connection of information management and business requirements properly. Charles and  Christina have their business opinions completed according to the workflow technique where their company is growing. Information technology is implementing different software that can be ultimately implemented within the business operations. The ERP and CRM systems will implement better financial and professional data into the professional context of Charles and Christina (Pinkard et al. 2021).

Technology has become one of the most important aspects of every business industry. While all the suppliers prioritize the activities of cash flow, the importance  of technology and technological innovation is unavoidable (Smith et al. 2020). The idea of technological maintenance may seem easy but the systematic support fails to provide the requirements properly to the companies. Thus, the models are the most required necessity within the market research that maintains the cash flow, strategic cooperation, updated versions and fixes problems. In this consideration, Charles and Christina should consider appropriate open source software which will provide an appropriate buffer to the business venture through which the venture will gain more value (Rothman and Silver 2018). Both the professional singers are planning on adopting significant open-source softwares through which they will be able to manage their day to day business activities effectively. Charles and Christina more particularly are interested in adopting the Customer Relationship Management (CRM) and Enterprise Resource Management (ERM) system to improve their marketing and customer communication strategies. Some of the significant softwares are considered within the table below.

Software Name	Software Type	Service Type	Use and Implementation	Advancement and Maintenance	Customization and Modification
HubSpot	CRM	Sales and Marketing	Free implementation and easy to use	Timely and easy upgradation of software. Improvement is observed with each upgrade on a regular basis.	According to the needs of the businesses, it is easily customizable. It helps in modifying different websites where personalization is easy.
VTiger	CRM	Sales management, Inventory management, Security management, Project management and accounts management	Open source, accessible from anywhere, simple to use.	Timely and easy upgradation of software. Improvement is observed with each upgrade on a regular basis.	According to the needs of the businesses, it is easily customizable.
Apache OFBiz	ERP	Accounting Management, customer management, e-commerce management nd order management	Open source, complex implementation and complex to use	Continuously updating for new versions.	According to the needs of the businesses, it is easily customizable.
Odoo	ERP	Warehouse management, Purchase management Customer relationship management and project management	Free implementation and Open source for unlimited users	Continually upgrade and continuously get updated for new versions.	According to the needs of the businesses, it is easily customizable.

Charles and Christina are anticipating their investment activities through the option of Open source software such as HubSpot, Apache OFBiz, Odoo and so on. Both the professionals need to understand the requirement and implementation of ERP and CRM softwares into their professional field. They need to understand how the software will help them to keep track of their customer data rather than only helping the customers. The self responsibilities and benefits need to be judged and analyzed first before thinking about the benefits of the customers. Here, the professionals will be able to keep a track of their implementation of modern technologies more vividly where the performance enhancement will be entirely based on cost reduction and time management system.

The professionals should start collaborating with local brands and event management teams so that the opportunities are increased for them. These collaborations will enhance their chances of managing and performing their efficiencies within the market segment. Charles and Christina already use websites and other social media platforms to complete their marketing activities but their requirement of an adequate marketing strategy will only be fulfilled if a professional marketing manager could be appointed instead of making the young family members the authority of marketing strategies and activities. They should use more social media presence to attract customers and audiences which will help them to enable the option of online platforms where people will be able to listen and book slots for their teaching classes. This will provide a wider scope and opportunity for Charles and Christina to develop their professional brand reputation among the customers and audiences.

Charles and Christina should consider the option of distributing newsletters and emails so that the followers of the singers are able to get all the updates they are posting about upcoming events. The newsletters will carry the information about upcoming classes Charles and Christina will provide. However there are certain levels of risks related to the old system which may cause different problems such as increasing maintenance costs, non-compliances regarding government regulations and security reduction. These will directly impact the marketing and competitive advantages of operating own social media marketing to a great extent.

Conclusion 

From the entire study, it can be identified that the operations management and information management system is one of the most important criteria of any organization that is operating within the service sector or manufacturing industry. According to the study in part a woolworth company has been considered for analyzing its business processes. The production of goods and services are also well organized within the organization. with the customers and their convenience of finding a product. With divergence and their process design of operations the part a of the report is entirely based on process designs and facility layouts through which the companies appropriate process is identified and analyzed. It has also been identified throughout the study that the operations management system improves the management of assets production of goods and services as well as its distribution system within the organizational structure.

What be is entirely focusing on the evaluation of information management system for the case study of Charles and Christina who are the classical musicians and music teachers in the local area. Their case studies have been developed with potential theoretical aspects and business process models such as their existing model of object oriented methodology and the proposed model of work flow technique. From the business process models it can be identified that the advanced technology is continuously helping the two classical musicians in achieving their desired goals throughout their marketing and business or professional objectives. 

An appropriate strategic analysis is also done on the basis of the provided case study where the swot analysis has been considered to identify the internal strengths, weaknesses, opportunities and threats of the two classical musicians Charles and Christina. From the analysis it has been justified that their significant qualities, talent and knowledge about their own capacity is helping them to improve their professionalism. On the other hand the excessive competition within the market segment of the musical industry is impacting and becoming a threat for their success and competitive advantage as music is certainly always available on the Internet these days due to the advanced technology. The pestel analysis has been considered with significant properties that are showing that different governmental regulations and social criterias or technological advancements are impacting the business and professionalism of Charles and Christina to a great extent. 

At the end of the study an appropriate tabular analysis has been done on the basis of open source software which is showing the alternative options of commercial software and open software. The recommendation is providing the importance of ERP and CRM software within the professional boundaries of Charles and Christina that might improve the operational performance for their professional field.

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