OPERATION MANAGEMENT

Assignment

[COMPANY NAME]
[Company address]
1. An introduction and overview of your chosen operation.

Introduction and Overview

Operations management is the administration of commercial
practices and technique to create the best level of
efficiency within an organization.

There are many business operations but beauty salon operation is

very standardized and easier to understand and analyzed.
A beauty salon or beauty parlor or occasionally is also referred to
as a beauty shop, which deals with
cosmetic treatments for men and women.
This business also consists of hair salons and spas. Beauty
salons provide many services related to pores and skin health,
facial aesthetics, and foot care, nail manicures, pedicures—S even meditation, therapies, mud baths and
plenty of other services.

The major objective of Salon business is to make satisfied and fulfillment in their demands. The staff of the

salon known as beauticians are experts, and delicate the high-quality consequences for clients.

Beauty Salon’s aims a calming and peaceful environment for their customer.

2. An analysis of the operational challenges using the 4V’s Model

as a basis and any other model you think appropriate.
Operations of service based entirely commercial are task-oriented and
will follow clear steps till the service is completed.
However, there are wide variety of
operational challenges are faced by the service
oriented business like a beauty salon. The demanding
situations of beauty salons are discussed in
accordance the 4V Model as;
The 4 V’s Overview

In the operation process there are three things,

the input which transformed and result in the output.
There are main four steps of the V’s Model; Volume,
Variety, Variation and Visibility.

Volume:
In the beauty salon business, the extent of the services is high and tends to be repetitive
with staff performing greater than one task or multitasking and the services are standardized. For
examples, skin treatment is normally completed by the one expert who's specialized in
this job and gives the extreme level of satisfaction and meets the demands of the clients.

Variety:
In the beauty salon varieties of services are limited because of the excessive level of services. Whereas
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some commercial businesses produce services or product in the low level with high range and there

 are more flexibility of their items and offerings to match the customer requirement.

Variation:
Services organizations are typically different from one commercial enterprise to
another, beauty salon business presenting the same sort of services and there
are variations are provoked with the passage of time and experts welcome the varieties to
meet the client demands.

Visibility:
Service industries have a high degree of visibility than the industries that produce goods, that have a low
visibility. Beauty salon customer experience the certain visibility upon getting the treatment from
the professionals.

3. Define the customer objectives and expectations, and critically

analyses the performance against the objectives and
expectations.
Definition of customer objectives;

The main customer objective is to interact with their customer to provide them a quality service, resolve
their issues through customer service support and build a strong relation with them.
There are following types of the customers’ objectives;

 Keep Customers Satisfied

 Meet Customer Needs
 Increase Repeat Business
 Lower the Amount of Complaints Received
Keep Customers Satisfied
The major aim of a beauty salon is to provide an outstanding experience, make them feel that they treated
fairly, and improve customer retention. Beauty salon should have a parking space for ease of their
customers and staff should be highly qualified to meet customer expectations.

Meet Customer Needs

It is undoubted statement that meeting the customer needs are more difficult than any other, but the
bottom line is that all customers deserve respect. Without them, your operation would be busted. So train
enough to the beauticians to treat the customer with care and meet their needs and expectations.
Increase Repeat Business
Another strategic customer objectives is to increase customer retention and get repeat business. it
means maintaining your clients happy. Salon’s management is required to increase customer retention by
making their customer happy and satisfied.

Lower the Amount of Complaints Received

Measure service by watching the complaints that get hold of over the time. Salon’s
management aim should be to lower this in quantity.
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4. Describe the type of layout and processes used in delivery of the
product/services, discussing the pros and cons of these in
meeting the performance
objectives.
Service process matrices
Collier and Meyer (1998) illustrates Service Delivery
System Matrix suggest that there are various routings
used for service process relying on the customization
and consumer involvement.

Service delivery of Customer-Routed services not much

efficient as the Co-routed or Provider-Routed that
have less customization and less client involvement
shown on the above matrix.
Self-service
There is a vast use of self- service. It means customer pick their order by self and it's
accepted worldwide. It is able to decrease expenses and even provide faster service with less hassle.
However, in the beauty salon business, self-service is difficult to apply.

Service Blueprint
The blueprint of service is a flow of a customer by different service operation from the beginning
to end, in arrangements with the service provider, customer and client. This includes how the customer of
beauty salon received the service from beautician and experts.

Lean thinking
When lean thinking is applied in organizations. All the procedures might be analyzed to reduce time and
non-value added activities for each process. Changes must be made to less time and waste. However, in
the beauty salon business, lean thinking can also be applied by learning the processes or services and
reduce the time for each client whatever services is performed.

Queuing
Queuing is an analytic technique which is used to determining the wait time of each customer when they
are in line to get services. Further, queuing and waiting time can be determined dependent on the arrival
rate, service rate, number of servers and sort of lines. In the salon business, queuing time per service of
each client should be analyzed and reduce the time to improve the efficiency of business.

Service-income chain
Service-income chain mainly start at the highest level of internal excellence of employee satisfaction and 
productiveness to deliver advanced external customer service finally high deals and profits. Beauty salon
business with the high level of excellence (service) provide the employee satisfaction and results in high
profits.

Pros and Cons of delivering services

Repeat business
It is not a miracle to have a repeat business with customers, in step with the business success need
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to develop a strong relationship with customer. Salon management should develop a healthy relationship
 with their customers by providing the good service and treatment for every skin and hair problems which
ultimately gives the repeat business for them.

Business Reputation
Customers often talk about their  dealing with companies, especially if it's unusually moral or poor. By
delivering a good service, you are using effective marketing tool called word-of-mouth advertising. Salon
image is highly important for them if they deliver the good service then their clients share to their friends
for their service which build a strong business reputation.

Cons: Difficult Valuation

Valuation of Service based business is more difficult  than a production. Business that maintain the
inventory and other equipment’s and assets can be valued easier through market.
Beauty salon is providing the services which is normally difficult to value however, if they build a strong
reputation or image mean they have a strong brand name and value is higher than other service business.

Cons: demand cutback

In difficult times, consumers normally reduce their spending on services and buy only those products that
they need to survive. In fact, customers are cutting back their spend but the beauty and skin are the basics
for the peoples and they still focus on this service but might be they not take an expensive service.

5. Identify the improvements you should recommend to the

operation and justify your answer.
There are many methods to make your operation more efficient and profitable.
Create the front desk
In order to improve the process of the operation, train your staff to boost sales and meet customers’
expectations with the desired services and create a front desk for recommendation and pre-booking
which is a significant matter for the beauty salon business.

Be transparent & competitive

Not offer too low price, result in the loss of money and if offer too high, there is risk of losing clients. Be
transparent and competitive with customers with fair pricing. It provides the good image for their
business and satisfaction of their customers.

Online booking
Beauty salon business should provide their customers with online booking facility so that they can take
appointment based on the availability of their time.

Offer interesting retail offerings
To compete with the rival, beauty salon business should offer the interesting offers and discounts
coupons to the customers which will boost sales and results in the higher profits.

Offer add-on services
Make it a part of your salon’s session to offer add-on services whenever possible. Adding a deep
treatment, eyebrow tint or different massage, facial or waxing services can add up and achieve the number
of new customers by delivering the add on services.
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6. Presentation and references
Operation management retrieved from
https://www.investopedia.com/terms/o/operations-management.asp

4v of operation management retrieved from

https://smallbusiness.chron.com/key-elements-business-success-operating-perspective-21234.html

Customer objective and expectation retrieve from

https://simplicable.com/new/customer-service-objectives

Delivery of product/services retrieved from

https://en.wikipedia.org/wiki/Operations_management_for_services

Operation improvement retrieved from

https://www.rosysalonsoftware.com/how-to-improve-your-salon-operations