A Case Analysis on Bookbarn's Transformation in Management and Operations Systems

Running head: A CASE ANALYSIS ON: BOOKBARN’S TRANSFORMATION IN
MANAGEMENT AND OPERATIONS SYSTEMS
A CASE ANALYSIS ON: BOOKBARN’S TRANSFORMATION IN
MANAGEMENT AND OPERATIONS SYSTEMS
Name of the Student:
Name of the University:
Author Note

1AppendixAppendix
Introduction
Change in innovation has always been regarded as an insightful transformation
procedure, for any technological or business sector. With respect to the implementation in the
business fields, the overall procedure involves changes in significant components to
company’s officials, processes, technology and systems, while scoped only to improve the
quality of work and satisfy the stakeholders (Rosemann & vom Brocke 2015). There are
multiple causes why a company might seek for a change, may that be ineffectiveness in the
processes or others.
For the respective case study, Bookbarn, an Australia-based office consumables and
stationary supplier, has been noticed to transform their management and operations, due to
questionable problems (observed in the current process). Thus, the following paper is aimed
to provide ideas with respect to the key problems identification, the system review among
hard or soft system problems, understanding the involved problem owners and stakeholders,
current model’s analysis, and SSM’s (Soft System Methodology) evaluation. A rich picture is
also included to identify the issues in a figured manner.
Identification of the major issues
There has been significant amount of issues which were recorded by the events and
statements of the company officials (Clara, Rob, Oliver, Adam, Kate and others). Therefore,
the identified problems are sorted as-
 Outdated resources: As stated by the sales manager (Oliver), the lag of processing
orders was due to the company’s outdated resources, like of catalogues and pricelists.
The out-of-stock, moreover, has been observed to depreciate the process flow.
Moreover, warehouse and delivery department are held responsible for such issue.

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 Inefficiency in administrative structure: Records state that the existent
administrative structure was not efficiently handled, with respect to the sales volume.
 Lack of high order handling: The unpredictability of the business market is directly
proportional to the customer demands, rise or fall. Thus, handling of orders is
important, however, is not seem to be appropriate in the organization’s practices.
 No IT official and technology presence: The unpredictable market is directly
affected by the demands of the customers. Thus, handling of orders are an
essentiality, whereas is inefficient in the respective organization’s operations.
 Resistance to change: During the brainstorming session, it was noticed that the
transformation of manual ordering system to an IT-influenced system, may be found
to be a complicated one, to the employees (as they are ‘old-aged’ and lacks skills of
technology). This would make them resistant to changes, and further, display
conflicts of interests, among the respective staffs. Interviewing few candidates, have
shown the conflicts of interest among the staffs, to the introduction of new
technology. Recorded statements from the interview are mentioned in Appendix
section of the paper.
 Manual ordering system: The primitive method of manual ordering involves extra
costs, time consumption and workload to the respective employees (delivery).
 Competitive threat: This is a constant vulnerable issue to any organization, as
competitors exist to challenge any relatable company (García-Holgado 2015). In the
case study, the competitors to Bookbarn, has already implemented technology usage
in their business operations. Thus, it is a constant threat to the respective
organization, and further asks for upgrades.

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 Dissatisfied customer: The current manual ordering system lags in processing
orders, in an efficient manner. Customers express their feelings on the process to be
slow and, engaging a lot of time to execute.
Analysis of the key issues
All the problems are very important to be addressed, responsibly; as they create a
direct impact on the future of any organization (Paul, Yeates & Cadle 2014). To understand
and analyse the same with respect to the Bookbarn’s concept, the use of framework provided
by Russel Ackoff is unmentionably helpful. The framework by Ackoff (1994) demonstrates
four ways of problem solving, as-
 Absolution- Avoidance of the original problem, and expecting it for automatic
settlement in the future.
 Resolution- Investigation of the formerly implemented solutions to find a resolution
for current issue’s maintenance.
 Solution- This is a better option, than the previous two, as it aims to find the ‘Optimal
Solution’. However, it has temporality and inefficiency of problem resolving, if the
problem is dynamic and continuous in nature.
 Dissolution- This technique initiates ‘redesigning’ the current system, to produce a
newly developed designed process, for corrective identification and inhibition of
system’s errors.
The same framework can be implemented on Bookbarn’s two major problems, which are
required to be resolved.
 Resistance to Change:
Problematic
situational approach
Justification

4AppendixAppendix
Absolution: Transforming the current system to the new technological system,
without such consent from any employees (old-aged and unskilled),
while expecting them to change with the new modification.
Consequence: Employees might be unable to gain knowledge of
the new system’s importance, and may misjudged it (due to self-
reflection). The conflicts of interest may exist.
Resolution: Investigation of the formerly initiated strategies, for issue maintenance
of employee’s lack of interest in the change, while influencing them.
Consequence: The alteration might be temporary, with
employee’s eventual loss of interest in the future.
Solution: Interviewing and suggesting employees to gain knowledge of
technological advantages, while an ‘Optimal Solution’ is provided to the
problem. Involvement of staffs during the change provides motivation to
the respective individuals.
Consequence: Some staffs may reflect on the new system’s
abilities and take time to study the introduced system. However,
some staffs may feel otherwise, and may not change.
Dissolution: The overall system can be redesigned for an easy and effective solution,
for the staffs to understand the process. New procedures and processes
are needed to be allocated according, to staff’s usability. Staffs
involvement during the process would be appreciated.
Consequence: Vulnerability may exist, with incorrect execution of
the process, as the whole organization is dependent on the same
work. Thus, project management team is a crucial part in the
success or failure of the process.
 Manual Operating System:
Problematic
situational approach
Justification

5AppendixAppendix
Absolution: The slowness of the current system is ignored, and further, it is expected
from the customers and staffs to become suited to the slowness of the
system. Therefore, this way the issue could be resolved.
Consequence: This problem is not assured to be improved or
resolved. Thus, it can affect the performance of the system, in a
huge way.
Resolution: Evaluation of the previously implemented techniques to find the factor
for the problem, and next, providing a limited solution.
Consequence: Competitors may achieve an advantage to the
respective organization, as the solution is temporary and may
expire anytime.
Solution: Providing knowledge to the respective employees for understanding
computerised system’s usage, and further to provide an Optimal
solution. Also, the impact of the current system’s ‘slowness’ should be
judged.
Consequence: The new abilities of the system might be
understood by the employees, under a particular time period.
However, avoidance to change can also occur.
Dissolution: Reengineering the current practices and processes, may indulge new
scopes for the organization.
Consequence: Risks might follow the dissolution state of the
problem, under the overall process of reengineering. Loss of
motivation, involvement and other issues to the employees may
also occur.