Sydney Video Rental: Improving Operational Effectiveness and Customer Satisfaction

Sydney video rental

Introduction
Sydney video rental ltd is a small business that has
been more than 5 years in the country. It rent the
videos to its member. There are 5000 member and
10,000 videos in the stock. It has 12 staff among
them 6 were permanent staff and 6 were casual
staff. Senior staffs were taken the responsible to
maintain and run the shop well were as the
accounting system were full of computerized. To
improve the rental system the proposed system will
fulfil the both company owner as well as customers.

Objective of the plan
• To Increase customer satisfaction and
loyalty by improving operational effectiveness
and staff productivity.
• To implement a continuous improvement
program in order to achieve high performance
service environment.
• To maintain the best professional service
organizations and best practices to enhance
productivity.

Problem statement
• Most of the task were done manually i.e. a new
customer has to manually fill the application form on
the before-desk where a clerk enters the information of
the customer into the system. This will results in a lot of
mistakes likes spelling mistake, wrongly left the data’s,
if customer handwriting wouldn’t understand by the
clerk then there is chance to misfile the data etc.
• The manual work of paper-based communication
resulted in significant delays within the process and
notably limited the company’s ability to prioritize and
improve performance.

Contd..
• There is no central repository, hence changes
made in a data by one section may not reflect in
another section.
• Customer contact i.e. requests for statements,
incorrect information, address changes, etc. were
often lost due to the mobility of information from
one section to the other.

Service Level Agreement (SLA)
Service Level Agreement (SLA) for Sydney video rental are as follows:
• The purpose and goal of the organization is to deliver best service
to the customers.
• The response will be sent immediately from the customer’s request
• Get the customer requirements from both the service user and non
service user.
• Based on the feedback of the customers the change plan can be
implemented to provide better services.
• Product delivery services will be available all time.
• If any issue is faced by the customer then it will be rectified within
24 hours.
• The product services will be best with customer needs.