Business Process Analysis and Recommendations for CC Music Agency

This report provides a comprehensive analysis of CC Music, an agency specializing in band show arrangements, focusing on its current business processes and proposing improvements. The report begins with an examination of CC Music's existing model, highlighting its reliance on manual processes and limited use of technology, followed by a new system proposal leveraging technology for online booking, payment, and marketing. A SWOT analysis is conducted to assess the agency's strengths, weaknesses, opportunities, and threats, revealing challenges in infrastructure, technological expertise, and high industry competition. Furthermore, the report compares open-source CRM software options, evaluating features such as free contacts, storage, cloud services, and email marketing capabilities to determine suitable solutions for CC Music's needs. The report concludes with recommendations for online promotion, addressing inefficiencies, and developing a new business model to enhance time-efficiency, service quality, and competitive advantage in the event management and music industry.

OPERATIONS AND
INFORMATION
MANAGEMENT
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Contents
Part A: Analysis of Business Process Models and Strategy............................................................3
1. Business Processes...................................................................................................................3
Current Business process.........................................................................................................3
New system..............................................................................................................................4
Part B: Open Source Software Comparison Table......................................................................8
Part C: Report................................................................................................................................11
Introduction................................................................................................................................13
The current situation in CC Music.............................................................................................13
Roadmap to the changes............................................................................................................14
Conclusion and Recommendation.................................................................................................16
Part D: Reflection on Contribution................................................................................................17
References......................................................................................................................................18
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Publicising the band via website
Show decided
People interested in the show
Booking arrangements through phone
Receiving contracts and payment
Management Management
Audience
Part A: Analysis of Business Process Models and Strategy
1. Business Processes
Current Business process
CC Music currently uses a simple business process model to arrange the band shows. The
process involves some key steps. When CC Music is informed about an event, it starts
publicizing the event through the website. Promoting the band through the website is effective to
inform a large number of people about the event (Morgan-Thomas, 2016). After the potential
audience is informed regarding the show, the agency starts making booking arrangements over
the phone. On completion of the booking arrangements, the organization starts receiving
contracts and payments through cheque.
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Figure 1: Current Business
Process Model of CC Music
Source: Created by Researcher
New system
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Software
Management Obtained a New client
Shows are Scheduled
Identifying the target audience
Deciding promotional strategies
Social media marketing E-mail Marketing
Collecting responses
Online Booking
Identifying the needs of contract
Negotiating Terms and conditions Considering compliance and other legal aspects
Finalizing contract Receiving Payment
Service Delivery
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Website Marketing

Figure 2: New Business Process Model
Source: Created by Researcher
Difference between Old and New business model
The agency is currently heavily reliant on the manual work and so; the use of information
technology is quite limited. Use of manual effort to do most of the tasks reduced the
technological cost for CC Music. However, reliance on manual effort increases the time to
deliver services (Ross and Blumenstein, 2015). In addition, extensive use of manual effort
increases the risks of error in the services (Kurnia et al., 2015). It, in turn, degrade sthe service
quality. The analysis indicates that the new business model needs to be based on advanced
technology. The new business model also needs to be able to improve the time-efficiency and
quality of the services. The new model is heavily based on the advanced technology. The use of
automation in the business processes is making the services more accessible (Eggers et al.,
2017). The systems like online booking and online payment are effective to enable the
organization to serve several individuals simultaneously. The increased use of technology also
reduces the time to service delivery to the clients. Finally, the use of the technology can reduce
the number of errors in the services and so, the quality improves. The old business model was
able to serve limited number of clients. The new business model is scalable due to use of
technology and the model is also effective to accommodate the potential growth of the
organization.
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The strategic analysis of CC Music is done using SWOT in this section.
Strengths
1. Experience of dealing with bands
2. Brand Reputation
3.Strong knowledge on all aspects of show
organization and other activities
4. knowledge on promotional activities
through website
5. Existing supplier network for
organizing show
Weaknesses
1. Lack of advanced infrastructure
2. Lack of technological knowledge
Opportunities
1. The high number of potential clients
Threats
1. High competition in the Event
Management and Music Industry
Table 1: SWOT Analysis of CC Music
Source: Created by Researcher
CC Music has experience in organizing shows of bands. The long experience of dealing with
bands can help the organization to serve the clients effectively. The brand reputation of an
organization helps it to new customers. The brand reputation helps CC Music also to attract new
brands. Analysis of the current business processes of CC Music indicates that the organization
does not possess advanced infrastructure and technology. The business posses strong knowledge
on all the activities required for organizing a show. The strong knowledge on business activities
can help the management to provide the clients with quality services. The organization also has
done booking arrangements for a band for several years. So, the organization already has a
supplier network and the existing network can help the organization to arrange show effectively
in future as well. Conducting the promotional works is necessary for organizing the shows
successfully. The business has experience in promoting the bands using the website. The
knowledge on promotional activities is effective to provide the organization to promote the
future clients effectively.
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The lack of infrastructure can restrict the organization from offering quality services to the
clients. CC Music is already attracting a large number of clients because of the brand reputation.
The large base of potential clients can help the organization to get new business opportunities.
Finally, the level of competition is significantly high in event management and the music
industry (Guidolin and Guseo, 2015). So, the organization might face problem to expand the
business.
Part B: Open Source Software Comparison Table
The Open Source Software facilitates users to get customized solutions easily (Udell, 2015). In
the current section, a number of open source software which can be used by CC Music, are
compared. Analysis of the current status of CC Music indicates that the organization needs an
open source software for managing the customers. The CRM software are analyzed on basis of
several evaluation criteria including -- the number of free users, a number of free contacts,
upgradation cost, free storage, level of support, presence of cloud-storage, self- hosting and e-
mail marketing opportunities. The evaluation criteria were decided as per the business
requirements.
The number of free contacts indicates the number of people an organization can reach using the
software (Udell, 2015). When the number of free contacts is high, the organization can reach a
larger amount of audience using the software. CC Music also needs to promote the bands to
larger number of audience. The Free contacts can enable the organization to reach the large
audience.
While running the business, an organization may need to upgrade the solution as per business
needs. The lower upgradation cost helps the business to make the solution highly scalable and
customize it according to the business requirements. CC Music may need to serve higher number
of clients in future. The high scalability can enable the organization to upgrade the infrastructure
with the increasing client base.
The amount of free storage enables the organization to store important information. The high
amount of free storage facilitates the organization to store a higher amount of data. The
businesses can need additional support to use the software effectively (Krawczyk-Dembicka,
2017). So, the level of support offered by the software provider is also important to choose the
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solution. Presence of cloud storage enables an organization to store huge amount of data.
Therefore, the presence of cloud storage is also considered while choosing software solutions.
While serving new clients, CC Music will need to deal with huge amount of data and it can be
done using the cloud storage.
Finally, the facility of e-mail marketing enables an organization to promote the services
effectively. So, the opportunity to conduct e-mail marketing is also considered to choose the
software. Currently, CC Music executes the promotional activities through websites only. The
organization needs to use other promotional strategies as well to serve the new clients
effectively. The provision for e-mail marketing is effective for CC Music to promote the client
bands.
Name of
software
Number
of free
contacts
Number of
free users
Free
storage
Cloud
services
Upgradation
cost
E-mail
marketi
ng
Free
support
Hubspot Limited Unlimited 5 docs Not
Availabl
e
Charged on
monthly basis
for every user
Availabl
e
Through
Forum
SuiteCRM Unlimite
d
Unlimited Unlimited Availabl
e
Fixed
charge+VAT+
fixed hours of
support
Availabl
e
Through
Forum
BitTrix 24 Unlimite
d
Limited Limited Availabl
e
Charged on a
monthly basis
Availabl
e
Not
Availabl
e
Agile CRM Limited Limited Limited Availabl
e
Charged on a
monthly basis
Not
Availabl
e
Through
E-mail
Table 2: Comparison of different open source software
(Source: Hubspot.com, 2019; Agilecrm.com,2019; Bitrix24.com,2019; Horstink and Nicolson,
2019)
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The above table includes a comparison of different open source CRM software. The Hubspot
provides the users with the facility to add a limited number of contacts. The other three
softwares, on the contrary provide the facility to add an unlimited number of contacts. The
number of free users is restricted in case of BitTrix 24 and Agile CRM. In the case of the other
two softwares, there is no such restriction on the number of users. Unlimited free storage is
available in case of SuiteCRM only. The cloud services are not available in Hubspot only. The
other three applications provide cloud services. The facility of E-mail marketing is not available
in case of AgileCRM. All the software solutions offer the opportunity of self- hosting. The free
support is not provided in BitTrix only.
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Part C: Report
Proposed Changes in CC Music
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Contents
Part C: Report..................................................................................................................................9
Introduction................................................................................................................................11
The current situation in CC Music.............................................................................................11
Roadmap to the changes............................................................................................................12
Conclusion and Recommendation.................................................................................................14
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