OIM Assignment: Loud & Clear (LC) PA Systems Report Sample

University : University of Salford Gradesaviours is not sponsored or endorsed by this college or university.
Subject Name : Management

Part A: Analysis-Business Process Models and Strategy Analysis

The purpose of this document is to help Loud & Clear (LC) PA Systems, the firm I have been hired to assist, effectively implement the several strategic adjustments I have recommended. Several Business Process Models (BPMs) that may be used to record both the current and desired business procedures are presented in this portion of the study. The drawings adhere to the BPMN standard.A business process model (BPM) is only a specific kind of Business Process Modelling that might take the form of a description, a diagram, or even a structural representation of a process (Moattar et al., 2022). A process flow diagram is currently being developed to illustrate the flow of work within an enterprise. Over the decades, there has been a lot of focus on organisational procedures. You can't ignore them because of how they affect your company's productivity, customer happiness, and bottom line (Moattar et al., 2022). In reality, these ideas form the foundation of any prosperous enterprise. Business process models, which capture numerous facets of business processes, provide the most thorough presentation of the definition of business processes. LC has a strict business process methodology that it adheres to when conducting business. LC's current business process model, which is based on the Business Process Modelling and Notation (BPMN) notation, is created in a way that allows the operations to be carried out to fulfil the expectations of its present and future clients within its market base. Similarly, the following examples show the LC Group's ability to use several BPMs.

Improvements Needed

LC's model for its business processes is among the finest available. All aspects of the selling of services, from initial contact to final payment, are managed by the system. There is, however, a single flaw in the model: it is not consumer-centric. Since consumers are the backbone of every successful enterprise, the suggested business model should put a premium on meeting their immediate needs. LC hopes to broaden its consumer base as a result of its planned expansion into new markets (Niemimaa et al., 2019). Therefore, they need to adjust the way they run the company to better serve their expanding consumer base without lowering standards. This means they'll have to adjust the way they approach company processes. The planned business process model that LC would utilise when expanding into new markets is depicted in Figure 2 below.Strategic analysis It is standard practice to do a strategic analysis with the ultimate goal of making strategic suggestions that would boost growth, competitiveness, and profitability (Rothaermel, 2015). Business process improvement employs a holistic strategy with a primary emphasis on the creation of viable business solutions. It's a staple of every company's strategic planning toolkit for good reason. The study utilises SWOT analysis to look at LC from a strategic perspective. To determine whether internal and external elements help or hurt a firm in achieving its goals, a SWOT analysis must first lay out those goals (Lederer et al., 2013). Strategic fit describes how well a company's internal environment meshes with its external surroundings. In this sense, "strengths" refer to the features of the company that set it apart from the competition. Factors that put the company at a competitive disadvantage are included in the list of weaknesses. Simply said, business opportunities are factors that might be used to improve the company's position in the market. Finally, the environmental factors that are most likely to disrupt operations are categorised as threats in this research. A SWOT analysis of LC is provided below.Strengths of LC• They had remarkable insights into the local market, which contributed to their rapid expansion.• The capacity to expand into new markets inside the UK and cater to the specific needs of those markets' populations (Paul, 2019).• Proud possessors of a few of the finest public address systems in the nation• Superior abilities in leadership and administration.• The strong entrepreneurial spirit in regional marketplaces• Superior marketing skills in the nation• Reduced unionisation and superior management of staff overall.Weaknesses of LC• There is no hedging, and the company's survival is contingent only on its ability to supply PA equipment.• Without a parent firm to answer to, the LC firm has alone responsibility for its success or failure.Opportunities for LC • The number of events taking place in the North West and around the UK is constantly rising.• LC systems are widely accepted in the United States.• Customers Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems are being adopted to help the company keep up with demand (AboAbdo et al, 2019).Threats for LC• The rivals who may have dominated other UK marketplaces but are now struggling to survive• The employment of business information technology for communications has the potential to alter the cordial working relationships now shared by sound engineers and office employees (Reddy, 2023).To achieve one's goals, it is crucial to first identify the opportunities, threats, strengths, and weaknesses (SWOTs) that may stand in one's way. To begin, the LC Group has a long and storied history in the United Kingdom. The company's name is also synonymous with trustworthy and expertly rendered customer service. The organisation has access to a deep pool of talent and knowledge. LC Group's current office infrastructure needs an overhaul so that it can continue to efficiently serve the company's expanding needs. Increases in the overall number of events held across the UK and the North West region in particular represent one of the most promising avenues of expansion for the LC Groups. Phone enquiries have increased by 100% over the past two years, leading to a 100% increase in reservations. It's also a good idea to invest in an enterprise resource planning (ERP) system and customer relationship management (CRM) software. Open-Source Software and other forms of rapidly expanding technology provide the greatest challenge to the business. Investment in technology also has the potential to disrupt the harmonious and productive relationships that exist among the company's many stakeholders. Part B: Open-Source Software Comparison TableBy definition, open-source software (OSS) is a form of a computer programme in which the source code is made publicly available alongside a licence that allows the software's copyright owners to provide the rights to study, alter, and distribute the software to any other user for any purpose. Open-source software is the most well-known example of open-source development since it was created through a collaborative process. In today's volatile market, attracting and retaining consumers requires meticulous planning and precise execution of effective CEM and ERP initiatives. Cost-effective customer relationship management (CRM) and enterprise resource planning (ERP) systems should allow businesses to streamline their operations. In this part, you'll learn about several innovative software tools that will help LC streamline its operations. Here, we'll examine a few OSS CRM systems and ERP solutions.Sector Software Starting price/month/user Comments CRM: Complete customer cycle management Zendesk $19 to $99 Zendesk's many built-in integrations and customer care features make it possible to provide permanent assistance to users. Customer service must continue post-transaction with the approval of all relevant departments. Zendesk Sell improves communication between the sales, marketing, and support departments. This customer relationship management system brings together data from several client contact channels to prevent users from having to repeat themselves or losing context. This is especially helpful for companies with extensive client rosters and histories (BND, 2023). For instance, Zendesk Support enables your business to integrate marketing and sales to provide a seamless experience for customers across the whole buying process.CRM: customer support Sage CRM Custom quote Providing excellent service to customers doesn't end after a deal is made. Maintaining positive connections with clients and being fast to address problems are both crucial to your success. Support and resolution tracking may be handled inside without ever having to leave the Sage CRM environment (BND, 2023). Reporting options allow you to build in-depth visual charts and reports, while team collaboration features give analytics on case histories and resolution timelines to help you uncover service gaps.ERP Net Suit $99 NetSuite has led the cloud ERP market, providing organisations with the insight, control, and agility they need to develop and expand their operations (ERP Blog, 2020). More than 34,000 clients in 217 countries use our integrated system, which was originally tailored towards financials and enterprise resource planning but today also covers inventory management, human resources, professional services automation, and omnichannel commerce.ERP ERPNextStandard plan $20/userPro plan $50/user ERPNext is a free, web-based system designed for mid-sized organisations in the service, manufacturing, retail, distribution, education, charitable, and agricultural industries. Information is entered by users into editable areas inside a form-based interface (Segaf, 2022). ERPNext is built for in-house deployment, so most businesses can get started without outside assistance. However, videos and other implementation resources are provided by the manufacturer (ERP Blog, 2020). In addition, paying users can schedule individual appointments with the support staff to get assistance setting up the system.

Part C: Report

Introduction

Since its establishment ten years ago, Loud & Clear (LC) has been providing services to the Manchester region. This company offers a range of audio equipment, including public address systems, mixing consoles, amplifiers, microphones, and other related gear, which can be rented for both indoor and outdoor events. The growing number of events in the North West and around the UK provide exciting opportunities for LC to expand beyond its current base in Manchester. At the moment, LC is in charge of LC, and she and her assistant are in charge of anything that has something to do with the office, such as marketing services, payroll payments, event reservations, and paperwork. The organisation has been contemplating undertaking novel endeavours, with the foremost objective being the expansion of its market reach to encompass the entirety of the country. To address these emerging challenges, LC must conduct comprehensive business process modelling and strategic analysis, while also selecting the optimal software solution to be utilised across the various functions of the organisation. The Current PredicamentThe existing infrastructure of the firm includes several desktop computers, an operational website, a straightforward database for maintaining a record of client information, several electronic documents, business emails, several spreadsheets, and a shared calendar that displays all of the event bookings. On their own mobile devices, the technicians may check their email, send and receive text messages, and be notified when they have voicemail. It is up to the proprietors of the company, who are entirely responsible for the administration of the project.Requirement for change There have been a lot of discussions going on within the firm about expanding it, but doing so comes with its own unique set of challenges. One of the positive and supporting facts behind the same is the ever-increasing number of events that are taking place all around the UK, particularly in the North West region (Mwinkom et al., 2021). In addition, there has been a significant rise in the number of reservations made as a direct result of the overall number of phone enquiries, which has roughly doubled in the past several years. For the organisation to continue to successfully meet the ever-evolving requirements of business, it is time for them to upgrade their office system. The use of Open-Source software, a Customer Relationship Management system, or an Enterprise Resource Planning system might be among the potential solutions that are presented (Chofreh et al., 2020)Proposed solution For LC to break into new markets, it must employ business process models that take into consideration the goals, limitations, events, resources, activities, and organisational roles of the company at each stage of the process. As a bridge between business process design and execution, the business model is responsible for representing and communicating different aspects of the business process to different stakeholders. The company's priority should be to provide for the needs of its customers. This is possible with a customer-centric business process paradigm (Parahita et al., 2021). The most profitable consumers may be attracted and kept by prioritising their wants and requirements as a company. The conversation raises a few important points. To begin, it is important to recognise that for an organisation to make progress, it must adopt a certain business process model. LC's success since its inception almost ten years ago may be attributed, in large part, to the company's present business strategy. Certain tweaks might be made to the model to make it better at meeting the demands of consumers promptly. For a business to be successful, it must take the necessary steps to overcome the many obstacles that arise throughout the process of implementing new system software. For LC to succeed with CRM/ERP, it will need to take into account the factors mentioned (Al-Homery et al., 2019). A successful application of these systems will bring about substantial benefits. If LC is serious about succeeding, it needs to follow these procedures to the letter. Careful consideration must be given while selecting an OSS to ensure that only one that can fulfil expectations is selected.The company will use programmes like customer relationship management and enterprise resource planning to make significant changes to its system. Zendesk CRM is the top choice for LC's customer relationship management system as the company proceeds to execute the suggested modifications. Zendesk CRM allows organisations to manage every part of their interactions with customers. Services may be defined, many Service Offerings can be created for each service, services can be bundled into goods and catalogues, and subscriptions can be sold to end users. A CSP in LC will be able to define services, develop several Service Offerings for each service, bundle these services into goods and catalogues, and sell subscriptions to end users. Web and captive interfaces will be available to CSRs, customers, channel partners, vendors, and LC administrators using this software. However, ERPNext is a suite of apps tailored specifically for small and medium-sized enterprises (SMEs), and as an SME, LC is better positioned to make use of this software. It requires fewer technical skills, which bodes well for its simplicity of implementation (Majumder & Dey, 2022). However, if the company's needs get more sophisticated, LC should make the most of the ERP's in-built features. Online and captive portals provide access to the programme for users including customer support agents, end users, channel partners, vendors, and system administrators. Among the many positive outcomes that will result from using an ERP system within the firm are:• Results have dramatically increased because of meticulous planning and organisation.• The eradication of redundant information and processes• Data and information management at one convenient location• Providing clients with services of higher quality• Data safety, precision, and uniformity have all been significantly improved.RecommendationIn actuality, the LC Group has a lot of options on how to best put these reforms into action. The first step is for the business to perform a thorough analysis and explain the precise demand and necessity. The process will entail figuring out if and to what degree the new technology will help the business. Moreover, before opting to invest in any new system or technology, one must take into consideration the whole budget, resources, availability of talents, present infrastructure, compatibility of the complete setup, etc (Alsharari, 2022). To better organise and manage the company's data, it's important to invest in an ERP solution. • Adapt your company's methods to focus more on your customers. • Utilise the management system, an OSS application, for your new management tasks. • Take the required measures to succeed with CRM/ERP system deployment.

Conclusion

In conclusion, it is abundantly evident that the current infrastructure of the LC Group is woefully insufficient and in dire need of a complete redesign, particularly regarding the software solution. It is recommended that the organisation carry out comprehensive research to first completely comprehend the current state of circumstances and then better match them with the requirements of the company. The implementation of an enterprise resource planning system from any vendor, such as Microsoft or SAL, might be of assistance to the company in addressing a variety of problems and adjusting to the shifting requirements of its customers.

Part 4: Reflection

Without a shadow of a doubt, I will state that my contribution to this discussion has benefited the virtual parts immensely. I have successfully underlined business process models and their effects on productivity, revenue, and stakeholder satisfaction. As I mentioned before, the most complete way to present the specification of the business processes is through the use of business process models, which capture a wide range of information about the processes themselves, including their objectives and constraints, events and resources, flow and activities, and the various organisational units or roles involved in their execution. Keep using your analytical mind. I've never once used "copy/paste" to convey the prevalent problems by merely re-posting content from several online sites. I achieved this by examining the different approaches and then bringing up the argument points to the class for open debate after reading relevant material from both inside and outside the course. This post served as a wonderful conversation starter for me and my roommates. As a result, I was able to have more in-depth discussions with my group on the topic's subtopics, leading to a common understanding among the students who had been interested in that line of study. One thing I did well was to utilise the DIA case study in unit 4 to generate a discussion on the most typical reasons for project failure. This conversation allowed me to contribute to the online component by providing a clear definition of OSS. I was once again prescient enough to foresee the enormous benefits to be gained by businesses from implementing CRM and ERP systems. When putting these plans into action, keep in mind that there is a specific sequence of steps that must be taken. Appendix A: Reflection Self-Assessment Proforma 80+ 70-79 60-69 50-59 40-49 0-40Quality of contributions Made several good contributions and one or more outstanding contribution. Made several good contributions. Made a few good contributions Made a few valid contributions Made 1 or 2 postings, of poor quality Did not contribute.Attribution of references Clear referencing of well-chosen and highly relevant sources Clear referencing of all sources, some relevant. Clear referencing of all sources. Sources are generally referenced. Used ideas/ words of others without attribution. Cut and paste or absent contributions.Evidence of collaboration/ facilitation skills Skill shown in weaving contributions into the discussions and wiki, and following up on contributions of others. Skill shown in weaving contributions into discussion and / or wiki, or following up on contributions of others Some evidence of links to contributions of others. Basic recognition of contributions of others. Little or no recognition of the contributions of others. NoneReflection on onlinecontributions (in reflective summary) Deep reflection shown, with clear and substantial evidence from online discussion and wiki Good reflection, with clear evidence from online discussion and / or wiki Reflection and evidence offered, limitations in one of these Reflection and evidence offered, limitations in both of these Superficial reflection, very limited evidence Very little or no reflection/evidence.

References

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