IT Management Issue: Analysis of Cut Short Salon's IT Management

This case study analyzes the IT management issues faced by Cut Short, a budget hair salon chain, focusing on customer waiting times and operational inefficiencies. The report outlines the current business processes, highlighting the 15-minute average wait time for customers. It proposes several improvements, including online appointment pre-booking, easy payment options, and discounts to encourage online bookings, alongside the implementation of CRM and SCM software, and employee training programs. The assignment provides three recommendations to enhance IT management and business operations, emphasizing the use of CRM software to manage customer data, SCM software to optimize supply chains, and comprehensive employee training to improve customer service and overall efficiency. The study concludes by suggesting further improvements such as decision support systems and highlights the importance of IT management in streamlining operations, improving customer satisfaction, and driving profitability.

Running head: IT MANAGEMENT ISSUE
IT Management Issue
Name of the Student
Name of the University
Author’s Note:

1
IT MANAGEMENT ISSUE
Table of Contents
Question 1....................................................................................................................2
1. Introduction...........................................................................................................2
2. Discussion.............................................................................................................2
2.1 Brief Description of the Case Study of Cut Short............................................2
2.2 Outlining Business Operations and Processes to CEO of Cut Short.............3
2.3 Three Relevant Recommendations to Cut Short............................................5
3. Conclusion............................................................................................................7
Question 2....................................................................................................................8
Two Suitable Suggestions to improve Business Operations and Services for Cut
Short..........................................................................................................................8
References.................................................................................................................10

2
IT MANAGEMENT ISSUE
Question 1
1. Introduction
One of the most popular and significant budget hair dressing salon, Cut Short,
has recently obtained a report that the customers of this particular salon have an
average waiting time of 15 minutes before they check in to the salon (Lloyd, 2017).
For this purpose, often customer dissatisfaction is being observed. This report will be
outlining a detailed description on the entire case scenario of this salon, Cut Short
after outlining the major business operations or processes. Moreover, three
appropriate recommendations will also be provided for Cut Short.
2. Discussion
2.1 Brief Description of the Case Study of Cut Short
An extremely popular as well as significant salon or chain of hair dressing,
which provides and offers budgetary hair dressing services to the customers is Cut
Short. They are offering basic services of hair dressing and it has enhanced some
important benefits to the organization (Holtshouse, 2013). Although, the services are
quite popular to the customers, in recent days, they have obtained a report that the
average waiting time is 15 minutes for each and every customer before they check in
to the salon for getting services. Furthermore, they even get opportunities to take
seats and also request for their subsequent preferences of styling. As time value of
all customers is quite high, the report that they have obtained has eventually created
significant issue within the organization (Bloom, Garicano, Sadun & Van Reenen,
2014). Valuable time of customers is being lost as all hair dressing chains have
queues for customers regularly.

3
IT MANAGEMENT ISSUE
To improve their profitability, the obtained report has eventually embarked on
some points such as previous booking of appointments through the organizational
website. This particular feature would allow the customer to select the services and
time without wasting excess time consumption (Schnoll, 2015). As soon as pre
booking is being done by the customer, this specific customer can choose their
desired payment gateway like credit card and PayPal for making the payments.
Hence, reducing complexities of time management and excess resource
consumption. Furthermore, to encourage this pre booking, the management of Cut
Short has taken the decision to give flat 10% discount for online booking. However,
the customers, who will not arrive within given time, have to make penalty payment
for not being on time (Von Solms & Van Niekerk, 2013). The organizational system
also consists of a purchasing option that allows the customers to purchase hair
products. This hair product can be ordered online, however payment can be made
during appointment.
2.2 Outlining Business Operations and Processes to CEO of Cut Short
Business processes or business operations eventually refer to all activities,
which occur within a company to keep it active in the market. Business operations
are unique in nature and they are responsible for providing competitive benefits to
the business (Lee, Thomas & Baskerville, 2015). Cut Short, being a major player in
hair dressing chain has to ensure that all the customers are highly satisfied with their
products and services. However, in spite of these advantages, recently they have got
a complaint that the customers have waiting time of 15 minutes to get checked in.
For this purpose, it is required to change their business operations for ensuring more
success and effectiveness in the business (Tarafdar, DArcy, Turel & Gupta, 2015).

4
IT MANAGEMENT ISSUE
To improve business profitability, business operations are to be reorganized and the
newly added factors within these business operations are given below:
i) Appointment Pre Booking: This is the first and the most important and
significant factor that should be considered within Cut Short salon. Pre booking of
appointments through their official website is eventually expected to decrease the
customer’s rush and thus ensuring that they do not have to wait for fifteen minutes
after visiting to Cut Short salon (Cui, Ye, Teo & Li, 2015). After implementation of this
particular facility, a customer can easily and promptly choose their hair dressing
services such as hair trimming, re styling and blow wave. Furthermore, the
customers will even have the core facility for selection of date and time as per their
choice. It is needed to increase the major business operations and also obtain profit
within the business.
ii) Easy Mode of Payment: The next subsequent factor that Cut Short has
decided to consider within existing business operations is easy mode of payment for
their customers. When appointments will be taken online, the respective customer
can make payment for every previously booked service (Tiwana, Konsynski &
Venkatraman, 2013). Several significant options of payment gateways like credit
card and PayPal are present for this purpose. For this online transaction, payments
can be made easily and promptly.
iii) 10% Discount on Online Appointments: The next factor, which they
have decided to include in their business in flat 10% discount on the online
appointments. The management of this particular salon wishes to encourage online
booking in their business (Ye & Wang, 2013). For this purpose, 10% discount is
provided to those customers, who are booking their appointments online. Both new

5
IT MANAGEMENT ISSUE
and existing customers will be highly attracted for this facility and they will be
enhancing business profit to a high level.
iv) Imposing Penalty on Late coming Customers: The next important and
significant factor, which is required to be included is imposing penalty on the late
customers (Tafti, Mithas & Krishnan, 2013). A proper check in would be stopped for
these customers and hence time management would be possible for the managers
of Cut Short. Moreover, system will be also be organized and systematic and thus
reducing issues in an effective manner.
v) Purchasing Hair Products: The system that is being proposed to the CEO
of Cut Short will also enable the customers for ordering and purchasing online hair
products (Sun & Jeyaraj, 2013). These customers could even order the various
needed products like conditioner or shampoo online and also make payments and
pick up the products during their appointment.
2.3 Three Relevant Recommendations to Cut Short
The information technology management eventually ensures that all the
technological resources and associated staff are properly utilized in better manner
for the core purpose that these resources and staff are providing major business
value to the organization (Vaishnavi & Kuechler, 2015). Business processes and
communications are enhanced and improvised and the best business practices are
enforced with this information technology. Moreover, resources and staffing are
optimized effectively. Three recommendations that are suitable for the salon of Cut
Short to bring out major innovations and creativity are given below:
i) Involving Software of CRM: The first and the foremost suitable
recommendation to this salon of Cut Short is involvement of CRM or customer

6
IT MANAGEMENT ISSUE
relationship management software. This particular software will be extremely helpful
for this salon to manage or control customer data within one specific location and
hence enabling every employee to be more efficient and productive after tracking of
the current customer booking state (Bai & Sarkis, 2013). Customer relationship
management software even has the core capability to decrease the complexity or
issue of controlling rush of customers. Moreover, database of this salon would be
upgraded regularly, hence speeding up of entire business process in a high level. As
Cut Short has eventually received a report that waiting time of 15 minutes is too
much for the customers and they are dissatisfied, the software of customer
relationship management would be extremely effective for Cut Short.
ii) Involving SCM: The second effective and suitable recommendation to Cut
Short is involvement of supply chain management. As Cut Short will be providing few
products of hair care to the customers, this will be quite important for the
management of Cut Short to enhance and maintain their supply chain in an effective
manner. An effective SCM software could even be helpful for better control and
management as well as reduction of organizational costs (Marinagi, Trivellas &
Sakas, 2014). Moreover, issues related to late shipments, logistical faults and few
others could be efficiently resolved and the communication and customer services
are improved. The two processes of forecasting and decision making are also
executed easily and promptly without involving any type of complexity. Furthermore,
the major business processes such as invoice tracking, order processes and tracking
of shipment will become automatic after implementation of SCM software.
iii) Inclusion of Employees after Effective Training: The third suitable
recommendation for Cut Short is inclusion of employees after providing proper
training and screening. These employees can easily handle customers and hence

7
IT MANAGEMENT ISSUE
customer management would be proper (Taipaleenmäki & Ikäheimo, 2013). The
time consumption to manage customers would also be reduced majorly and thus
increasing competitive advantages to a higher level.
3. Conclusion
Thus, from this above provided discussion, conclusion can be drawn that
management of information technology is termed as a major discipline, where all
significant resources of IT can be easily and promptly controlled in an organization
according to respective requirements and priorities. The organizational staff are also
included in these resources for maintenance of organizational assets. This above
report has hence properly outlined a detailed analysis of a popular salon, Cut Short
by outlining their business processes and also providing suitable recommendations.

8
IT MANAGEMENT ISSUE
Question 2
Two Suitable Suggestions to improve Business Operations and Services for
Cut Short
The two suitable and proper suggestions to improve the respective business
operations and services in Cut Short salon are given below:
i) Providing Training to Employee: The first and the most significant
suggestion for Cut Short salon is to provide proper training to every staff or
employee (Vaishnavi & Kuechler, 2015). Since, they are dealing with the customers,
it is recommended for the salon management to provide training to the staff so that
all of them are having similar knowledge for handling customers efficiently and
effectively. Furthermore, handling of customers is also a vital part of the business
since it subsequently increments efficiency and efficacy of business in a higher level
(Marinagi, Trivellas & Sakas, 2014). Moreover, every business operation of this
salon will even be enhanced and the respective business plan can include a section,
which would be completely dedicated to business operations and hence every
organizational member will be having the ability to understand systems, equipment,
people and procedures to make the business systematic.
The most significant business operational elements involve size, industry and
type of business. Moreover, staffing, equipment, technology, location and business
processes are also required in this purpose (Tafti, Mithas & Krishnan, 2013). This
particular process would be quite vital since it comprises of a major effect on
productivity and efficiency. Employee training, being one of the most basic programs
can be quite useful to every organizational staff for learning proper knowledge and
skills and improving employee performances within present roles and responsibilities

9
IT MANAGEMENT ISSUE
(Cui, Ye, Teo & Li, 2015). Future performance and employee growth will also be
emphasized with this suggestion and thus salon of Cut Short would improvise the
business operations.
ii) Including Decision Support System: This is the second suggestion to Cut
Short salon to enhance business growth. Since, customer’s data management is
extremely important for this particular business, few of the major functionalities of
management like staffing, controlling, organization, change management and
budgeting would also be increased (Von Solms & Van Niekerk, 2013). Major
capabilities such as leadership, strategic planning and resource allocation would also
be demonstrated by decision making system. The business processes will also be
completed effectively and thus business efficiency will be enhanced. These IT
resources also include tangible investments like facilities of data centre, hardware,
software, sensitive data and networks.
Management of information technology or IT could be referred to as the core
process for overseeing each and every type of issue that is solely associated to
operations and resources of IT within any particular organization (Tarafdar, DArcy,
Turel & Gupta, 2015). Management of the business always emphasizes on the
decision support system after taking proper decisions within the business. Decision
support system also supports business decision making activities in a better manner.
Since, they have received a report that customers have to wait for minimum fifteen
minutes before getting services of hair dressing, this particular system of decision
support system can easily and promptly resolve issues related to unstructured data
and thus eventually making the complete organizational database extremely
efficient, faster and effective (Bloom, Garicano, Sadun & Van Reenen, 2014).

10
IT MANAGEMENT ISSUE

11
IT MANAGEMENT ISSUE
References
Bai, C., & Sarkis, J. (2013). Green information technology strategic justification and
evaluation. Information Systems Frontiers, 15(5), 831-847.
Bloom, N., Garicano, L., Sadun, R., & Van Reenen, J. (2014). The distinct effects of
information technology and communication technology on firm
organization. Management Science, 60(12), 2859-2885.
Cui, T., Ye, H. J., Teo, H. H., & Li, J. (2015). Information technology and open
innovation: A strategic alignment perspective. Information &
Management, 52(3), 348-358.
Holtshouse, D. K. (2013). Information technology for knowledge management.
Springer Science & Business Media.
Lee, A. S., Thomas, M., & Baskerville, R. L. (2015). Going back to basics in design
science: from the information technology artifact to the information systems
artifact. Information Systems Journal, 25(1), 5-21.
Lloyd, I. (2017). Information technology law. Oxford University Press.
Marinagi, C., Trivellas, P., & Sakas, D. P. (2014). The impact of information
technology on the development of supply chain competitive
advantage. Procedia-Social and Behavioral Sciences, 147, 586-591.
Schnoll, H. J. (2015). E-Government: Information, Technology, and Transformation:
Information, Technology, and Transformation. Routledge.
Sun, Y., & Jeyaraj, A. (2013). Information technology adoption and continuance: A
longitudinal study of individuals’ behavioral intentions. Information &
Management, 50(7), 457-465.

12
IT MANAGEMENT ISSUE
Tafti, A., Mithas, S., & Krishnan, M. S. (2013). The effect of information technology–
enabled flexibility on formation and market value of alliances. Management
Science, 59(1), 207-225.
Taipaleenmäki, J., & Ikäheimo, S. (2013). On the convergence of management
accounting and financial accounting–the role of information technology in
accounting change. International Journal of Accounting Information
Systems, 14(4), 321-348.
Tarafdar, M., DArcy, J., Turel, O., & Gupta, A. (2015). The dark side of information
technology. MIT Sloan Management Review, 56(2), 61.
Tiwana, A., Konsynski, B., & Venkatraman, N. (2013). Information technology and
organizational governance: The IT governance cube. Journal of Management
Information Systems, 30(3), 7-12.
Vaishnavi, V. K., & Kuechler, W. (2015). Design science research methods and
patterns: innovating information and communication technology. Crc Press.
Von Solms, R., & Van Niekerk, J. (2013). From information security to cyber
security. computers & security, 38, 97-102.
Ye, F., & Wang, Z. (2013). Effects of information technology alignment and
information sharing on supply chain operational performance. Computers &
Industrial Engineering, 65(3), 370-377.