B&M UK Business Operations: Systems Analysis and Improvement Plan

This report analyzes the business operations and systems of B&M, a UK-based company, focusing on improving efficiency and customer value. It identifies the lack of a hybrid model as a key issue, contrasting it with competitors like Argos that have successfully integrated online services. The report employs the service gap model, V’s model, and customer value analysis to pinpoint problems related to volume, service quality, and inventory management. Alternative solutions such as point-of-sale systems, accounting software, and decentralized approaches are considered, with a proposed solution centered on introducing a new, innovative delivery system to enhance customer satisfaction and manage costs. The implementation of this system includes measures to track deliveries and ensure secure parcel delivery, aiming to increase customer loyalty and minimize negative publicity. The report also incorporates a rich picture, root definition, CATWOE model, and business process plans to visualize and structure the proposed changes, ultimately recommending a balanced scorecard to measure the success of the implemented solutions.