Sydney Video Rental: Improving Operational Effectiveness and Customer Satisfaction

Sydney Video Rental is a small business that rents videos to its 5000 members. They faced problems with manual tasks and paper-based communication, resulting in significant delays and limited ability to prioritize and improve performance. To solve these issues, they implemented a continuous improvement program and upgraded their system. They also negotiated factors such as ego and emotion, technical complexity, and relationships. Read more to learn about their SLA, product details, change management, and terms and agreements.

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.

Product details
• The Sydney video rental shop is hold by Deb
Papadopoulos and Dawn Schultz maintaining the full
process where as staff was maintain the work and task
given to them. The project describes about how to fulfil
both the owner as well as customer member’s
satisfaction.
• Some ideas were given to fulfil both the company and its
customer user. Best Video Rental shop operates in the
highly competitive video rental industry which includes;
the sale and rental of videos on either DVD or VHS.

Solution to the problem
• Making the task on system for automatic analysis
and system will allow the rental owner to record its
customer details, inventory details about the videos,
stack details, staff personal details, and analysing is
easy by these details.
• Some solution were taken to make the whole
process easy and quickly. By upgrading the system
and installing new hardware and software allows the
system to store the books as well as manage the
stack.

Contd..
• Along with this there should be a person who
frequently check the stack. If the video stack
details where loaded then while purchasing or
replying queries will not take much time as
the stack information is available on the
system that will give the video information.

Change management
Change management is the process of transforming the
organization goals, process and technologies. The role
of the change management is to implement the
changes, manage the changes and adopt the changes.
So this will definitely help the Sydney video rental
organization to make their business growth.
The following Change management process should be
followed.
• Define the vision of the project for change
• Define the goals and mission of the project

Contd..
• Request for the change
• Analyses the model
• Implement the change
• Communicate the change plan
• Test the plan
• Report
When this process is implemented in the Sydney
video rental organization it will be changed
effectively.

Negotiation factors
• It is necessary to negotiate some factors in
business in order to achieve success in
business. Due to these factors, there might be
occurrence of great loss to the organization.
Consider the following factors is must to
create new business.
• Ego and emotion
• Technical complexity
• Relationships

Contd..
• People will easily attach to the gray things that
they create and implement new things. If they
noticed that their ideas are implemented by
the other person namely competitor they feel
upset and they lose concentration in
implementing their ideas. So it is necessary to
avoid this factor to make business successful
and free from the competitor’s success.

Contd..
• Usually, the startup companies will have technical problem such
as old software and PCs. They need to improve these technical
issues to achieve improvement in the business. It is not the hard
task but every organization will face it. So this should be avoided
by hiring the technical assistance so that they can handle this
problem that might not affect the progress of the organization.
• When there is long term relationship between the business
people then there will be a trust among them. This trust makes
more confidents on other people. So if any fault occurs on the
other side then it will not be known to them. So it is necessary
to negotiate relationships in business environment to achieve
success.

Contd..
• A Real time example for negotiating is Boston-
child care center. Here the managers were
avoiding their directors in order to change
their child care center policy. Since they are
facing some issues with the classroom
disruptions, cost etc. So they need help from
the parents to support the change in child
when there is replacement of other child.

MONITOR, ADJUST AND IMPLEMENT PROCEDURES
• Monitor
Once all the system and software, hardware were installed then the
task of the staff is to monitor the function all the task as this will
allow then to understand the softwares and helps them to
respond quickly. Monitor is not something that usually a staff
should monitor the stack monitoring the system will allow them
to analysis the stack details that helps the company to upgrade
their future improving their shop.
• Adjust
This adjust will allow the staff to check and adjust the stack as per
the requirements and allows the customer to have a user friendly
place.

Contd..
• Implement procedure
All the old pc has been upgraded into the new system by
change the storage and RAM to increase the speed.
All the systems were connected with network hardwares and
softwares, and the data’s were stored in the centralized
system.
The centralized system has all the details about the video
rental shop like from customer details, staff information,
video inventory stack details, company details etc.
Using database the queries of the customers can be easily
fetched and can response them back quickly.

TERMS AND AGREEMENT
• Some of the agreements and terms and
conditions have to follow to avoid uncertain
situation.
• Video rental shop should follow some
copyrights terms as well as customer should
not copy or make a duplicate copies.
• Should not upload on internet, or publish in
local cables, amend or edit them.

Following are the some of the details about terms,
• Information about us
• Contract that formed between customer and the renter
• Price and payment
• Availability and delivery
• Cancellation of orders
• Copyrights
• License
• Return and late return of the product
• Refund policy

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