Proposed technology solution
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Work schedule software is the proposed technology.
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The process being improved is that of the customer and employee scheduling.
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It will require different components for its installation.
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Computer, internet connectivity software, and telephone devices will also be required (Cousins & Stewart, 2008).
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The services will be provided by employees.
Generic Strategy
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A broad market and low-cost approach will be adopted.
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The above strategy will enable the organization to expand the services and enjoy the low cost of operation.
Strategic Business Area
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Performance of employees should be improved by UMUC Haircuts.
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Services to be offered depend on the effectiveness of the employees.
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Several customers exert their buying power by compelling Myra to hire particular employees (Kroenke & McKinney, 2013).
The process to be improved
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Customer and employee scheduling is the most vital process that needs to be improved.
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Information technology is required for this process to be successful (Cousins & Stewart, 2008).
Project management
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The objectives of this process will be attained by effective project management.
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Resources will have to be controlled, motivated, organized, and well planned.
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The human resource will be trained to facilitate effective delivery of the process.
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The overall project, facility to be used by the project, server upgrade of the available internet connectivity, working manuals, and regular feedback reports are some of the deliverables expected in this project (Kroenke & McKinney, 2013).
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Effective management strategies and distinct technical skills will be required to manage the project.
System development life cycle
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The process that needs to be improved will follow the System development life cycle as shown in the chart below:
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The project should be designed, implemented, maintained, planned regularly analyzed.
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The program will match customer appointments with employee work schedules (Kroenke & McKinney, 2013).
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It will also integrate customers’ and employees’ data to ensure effective planning of activities.
Change management
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This will take two phases.
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This technology will introduce new changes which will have to be managed.
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After implementing the solution, some changes will have to be managed (Cousins & Stewart, 2008).
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Regular checks and balances on the performance of the new software will be required (Kroenke & McKinney, 2013).
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All employees will be involved in the change management process.
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Mutual participation in the change process will also motivate the employees.
Employee Training
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Capacity building and training of employees who will use the program is required.
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Critical communication to be made to employees on the importance of the new system.
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Training of employees should be an on-going process.
Leadership Expectations
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The owner expects that the new program will boost profitability because of the high level of customer satisfaction and retention.
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The scheduling program will enhance the working relationship between employees and customers.
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The program will improve service delivery and the subsequent increase in the level of market reputation.
Defining Success
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Customer satisfaction level through regular feedbacks will be used.
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The cost of the program against the actual output or returns will also be measured.
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Employee appraisal program to countercheck whether the set objectives are being met.
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The scalability of the program will be used to measure demand in terms of the increase in customer appointments (Kroenke & McKinney, 2013).
References
Cousins, J. & Stewart, T. (2008). What is business process design and why should I care? New York, NY: RivCom.
Kroenke, D. & McKinney, E. (2013). Processes, systems, and information: An introduction to MIS. Upper Saddle River, NJ: Pearson.
