Scenario
As a newly appointed Business Operations Consultant, you are required to critically review and propose a new business process and systems solution to support Primark to transition from a traditional ‘brick-and-mortar’ to a new hybrid model (virtual offsite/traditional brick-and-mortar).
Required tasks
Part 1
Using the specific operations performance objectives, it can be argued that Primark is focused on satisfying its customers’ requirements for fast and dependable services at a reasonable market price through strategic partnerships that assist its customers in improving the services they offer (value for customers). Specifically, you should:
• Outline the essential components for ‘effective business operations management (creating value for the customer) for Primark’s operation within the UK.
• Use a soft systems methodology to evaluate the issues Primark might face if they decide to introduce hybrid facilities to allow their customers to continue shopping in-store, as well as ‘order goods online and have these delivered to the door’ to compete in the marketplace. Support your discussion with appropriate business operations and business process models (i.e. the five operation objectives and the Four Vs (volume, variety, variation and visibility), customer value, the service gap model etc.).
TIPS:
1. You should start with what Primark are doing well compared to the sector (why customers shop at Primark).
2. Research the problems they may face changing their business model (going hybrid – the change) using Soft Systems Methodology (critical analysis of need/problem to be solved).
3. Support your discussions with appropriate operations models (quality/depth).
• You should compare and contrast different models used by the sector in which Primark operates and recommend appropriate solutions to continue being competitive in the market and make it easier for customers to select and buy their products (issues to consider centralised/decentralised inventory and delivery chain, customer value chain, cost implications, sustainability etc.).
• Comparison of different solutions with costing and choose one solution to take forward with reasoning. Business process issues to consider: What are the main elements of the service concept, and are these of equal importance to all customers? What trade-offs have had to be made in the design to deliver a quality service package to all of Primark’s customers?
• With reference to the parcel conundrum ( recommend how Primark should respond to this conundrum (keeping in mind the possible technological and environmental (CO2) impact).
4. Your academic enquiry should lead to the synthesis of important issues around the problem and solution.
5. Critical analysis and evaluation of customer’s digital experience, how the new model will enhance the customer’s experience.
6. Innovative ways to serve their customers better.
7. Consider the services which are unique and beneficial to Primark.
8. Consider customer value for shopping online and in-store (which market sector are they chasing by changing the business model.
9. Comparison of different solutions with costing and choose one solution to take forward with reasoning.
10. Following models not to be included in here Porter or Swot you may use these for your own research.
11. Writing should be essay style (Synthesise), with no bullet points, no graphs, no tables or pictures
12. Appendices not allowed.
Part 2
For the new system, you should include Root Definition, CATWOE and produce a detailed “Rich Picture” (hand drawn) to fully illustrate your answer. Your rich picture must indicate the problems well as the solution. (Not included in the word count).
Utilising a Business Process Plan (BPP), illustrate the changes, including “AS IS” and “TO BE”. Brief explanations of both plans are required and support your discussions with relevant literature. You must follow the Business Process Management (BPM) standards covered in the class. Part three is the implementation of the new process (“TO BE”); failure to not include the BPP may result in marks not being awarded for part three. (BPP is not included in the word count).
Tips: Structure for part two:
13. Rich picture (fully illustrating part one, the problem and the solution).
14. Root Definition (based on your chosen solution).
15. Table for CATWOE (this is to test the Root Definition).
16. “AS IS” process plan (include a brief summary of the process plan).
17. “TO BE” process plan (include a brief summary to explain the process plan)
18. Include these in the body of the assignment (follow the assignment structure)
Part 3
Discuss how Primark’s managers would turn performance objectives into operations priorities and the resources that would be necessary for effective implementation of the new process (“TO BE” business process plan). (About six hundred words).
Tips:
19. This part should concentrate on the new solution only, as discussed in parts one and two.
20. Analyse the resources required and costs for implementing the new process (“TO BE” Business Process Plan).
21. Support your discussions with the Performance Model, management of change etc. (not Maslow).
Using a Balanced Scorecard, discuss how the business performance can be measured post-implementation (refer to the last three years of company annual reports and any other relevant data for improvement and target trends for Primark). (Balanced scorecard charts are not included in word count, but discussion on each prospective is included, about a hundred words for each prospective).
22. Balanced Scorecard is to measure the post-implementation performance for the new process only.
23. Create a Table for each prospective.
24. Under each Table, use approx. 100 words to support your data, reference for the sources etc.
Your work should be referenced in-text with appropriate literature and form a logical and concise discussion.
Please read the guidance notes in Section 3 and the marking criteria in Section 4 for further information on how to approach your assignment and optimise your grade.
Presentation
1. Use Arial 12-point font.
2. 1.5 line spacing or follow any set regulated spacing.
3. Ensure that there is a good usage of grammar and correct spelling throughout.
4. Neatly present the final work.
5. Do not use pictures or graphs in part three; use tables only for the Balanced Scorecard.
Word Limit: 3,000 words ± 10%.
