Home Centre Kuwait: Business Analysis with SSM, SWOT, Client Report

This report provides a comprehensive analysis of Home Centre Kuwait's business operations, specifically focusing on challenges within the Sales and Marketing department. The analysis employs the Soft Systems Methodology (SSM) to diagnose the root causes of data entry problems, which affect financial reporting and customer service. The report also utilizes SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis to evaluate the company's internal and external environments, identifying areas for improvement and potential risks. A client report section examines both internal and external stakeholders, highlighting their roles and impact on the business. The report recommends the implementation of a transaction processing system to improve data accuracy, streamline operations, and enhance customer satisfaction, supported by a LogFrame matrix to outline project goals, indicators, and potential risks. Overall, the report provides a detailed business analysis and strategic recommendations to address current challenges and promote future growth for Home Centre Kuwait.

TMA FORM (PT3)
Copy 1 STUDENT RECORDS
SECTION 1 STUDENT TO SIGN AND COMPLETE
I confirm that I have read the University policy on plagiarism (paragraph 9.4 in the Student Handbook)
and that the work presented here is my own work.
Signature: _________________ Date: ___________________
SECTION 1 STUDEN TO COMPLETE: SECTION2TUTORSTO COMPLETE
Name: Date From Student
ID# 050611 Date to Center
Course Code 203 Tutor’s Name: Dr. Vineet Kansal
TMA# Reason for late
Submission
Date Sent to Tutor
Project about: Real Estate market crisis in
Kuwait
TMA-TOTAL MARKS
TUTOR’S GENERAL SAMMARY:
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TUTORS SIGNATURE
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Ethical Statement
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Table of Contents
Executive Summary.........................................................................................................................2
1.0 Introduction................................................................................................................................4
2.0 SSM Analysis............................................................................................................................4
3.0 SWOT Analysis.........................................................................................................................8
4.0 Conclusion.................................................................................................................................9
4.0 Reference Lists........................................................................................................................10
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1.0 Tutor Report
1.1 Introduction
Home Centre at Kuwait is a successful business that has been established across various
other countries. The business remains extremely profitable and has been able to gain customer
confidence. It is considered one of the most liked brands across the country offering home décor
and home related products. However, there are certain challenges faced by the Company in terms
of its data entry methodology in its Sales department. This challenge is analysed using soft
systems methodology (SSM) approach, whereby organization process modeling is used for
solving the problem (Mehregan 2012). The Company has to accommodate management of
change in order to overcome this problem by incorporating systems as software methods or data
entry tools for entering data into systems.
1.2 SSM Analysis
The soft systems methodology is generally used to analyse complex situations and was
developed by systems engineering approaches. It best helps resolve complex situations by
analysing the situation and moving from one step to another in a step by step manner
(Baskerville 2009). It allows critical thinking approach and it includes 7 stages of
representations as following;
1. Analysis of problematical situation: In this situation, Home Centre Kuwait is facing
challenges in its Sales and Marketing department. It has affected the brand name and
customer feedback in a negative manner. Only a root analysis of the problem can help
arrive at suitable solution. The core problem here lies that its financial department due to
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Sales and Marketing department’s challenges is unable to tally and furnish adequate data
to its stakeholders. The stock record with that of finances is not tallying, which is leading
to immense troubles in developing proper records of financial transactions and
accounting statements.
2. Expression of the problem situation: The problem situation arises as some transactions
data is not entered in the books of accounts (Flood 2010). Although sales of requisite
products have taken place but records have been handwritten. There are no other proofs
to depict that the transaction actually has taken place.
3. Formulation of root definitions of relevant systems for purposeful activity: Root
definition of problems as these is important as they help in solving them rapidly
(Sørensen 2010). Home Centre is a reputable brand across Kuwait and is regarded as
one of the best retailers. However, this lack of record keeping is not only harming the
Company but also its customers, as they are not easily able to exchange goods purchased
or adopt maintenance on them suitably. Root definition of the challenge lies in its
stakeholder’s inability to identify a suitable system to record transactions for each and
every sale made.
4. Building of conceptual models of the systems named in the root definitions: In order to
arrive at the solution to the given problem a software system that can ideally record
transaction for the Company can be integrated. This software technology can be a model
that input sales data and gives related output as reports when demanded.
5. Compare models with real world situations: In real world situations there are several
models or software present that offers variety of solutions. These software models are
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designed to meet data entry requirements for client companies and then make financial or
accounting systems accordingly.
6. Define possible changes which are both possible and feasible: A possible change is to
design a software technology that helps to input data and produce reports for the
Company (Hanafizadeh 2011). This change is highly feasible and possible in nature as
Home Centre can easily afford it.
7. Taking action to improve the problem situation: In order to improve and tackle the
present situation such software technology has to be adopted. The software system has to
be tested for appropriate fit prior to incorporating it fully.
Figure 1: Hand-Drawn SSM
Source: Author
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SSM analysis was successful when it had incorporated certain elements of CATWOE
model that was developed by David Smyth (Shankar 2009). The process identified processes,
people, environment that leads to the situation being analysed in the scope of the study. Business
Analysts evaluates possible impacts on six elements of CATWOE as given below;
 Customers: Here the highest beneficiaries of the business process are evaluated along
with issue that affects them. Customers here constitute business stakeholders and also
external customers or purchasers of the business products. Both business owners will be
affected in presence of an inappropriate accounting or transaction processing system.
Customers in absence of proper accounting receipts or systems will not easily be able to
tally their transactions or return any goods sold back.
 Actors: People involved in the situation comprises of stakeholders, senior people of the
management, people that are in Sales and Marketing department and so on. All staffs and
employees of the department are involved in the situation along with finance and
accounts department participants. People in the Sales and Marketing department will be
implementing solution. Appropriate data entry methodology will lead to success of the
business systems.
 Transformation Process: Transformation of the system lies at the heart of the software
system, that will be transforming accounting and financing needs of the company into
real. Appropriate data entry technology will help input correct data and yield output for
the system.
 Weltanschauung (or Worldview): Wider impacts of the issue will be benefiting finance
statements that will be produced by the firm.
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 Owner: The processes or situation being investigated is the responsibility of the Sales
and Marketing department. Role played in the solution by the department will be the
entire motivator for the change to take place.
 Environmental Constraints: There are constraints as learning relative to the software
that is implemented. Limitations that will impact the solution and its success is the
capability of the Sales and Marketing department to implement software and conduct
transactions successfully.
1.3 BECM Model
A BECM model is an abbreviated form for Being, Engaging, Contextualizing and
Managing. This model is applied on basis for understanding a complex situation and problem.
 At the first step of the model is Being, where the current system of Home Centre
Kuwait is evaluated. Background of the problem lies in Sales and Marketing
department data entry troubles. There are several ethical considerations that the
Company and its employees have not been able to attend to. They are however
aware of the complex challenges arising or ways that the problem needs to be
resolved. The senior and upper level management is not aware regarding the
complex situation facing the company. Customer satisfaction is deteriorating as
some of them are not getting printed bills or any records of their transactions
maintained when they come to view the same.
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 In the next step towards problem resolution Engaging has to be undertaken to
arrive at the root cause of the problem and design appropriate solution. This step
deals with analysis of the complex challenges related to the situation. In this case
the challenge lies in absence of a system that could possibly integrate an
information system for processing of transactions. Absence of a transaction
processing system has rendered the entire system ineffective.
 In the next step of Contextualizing methods of analysis is arrived at such as to
understand the position of the Company. Home Centre Kuwait is facing a
complex situation related to transaction processing system. The Sales and
Marketing does not have any details pertaining various transactions, which has led
to challenges in keeping records. Other companies that are operating in the market
have an appropriate transaction processing system, which allows their employees
to maintain records of every transaction. Moreover customer satisfaction rates in
these companies are high as they get well generated printed bills for the same.
 In the last step of the process is Managing, appreciation of managing the problem
to arrive at solution is taken into consideration. This challenge is dealt with by
appreciating the problem then adopting a suitable solution as transaction
processing system for the same. The suitable solution is arrived at by evaluation
of rich picture diagram, multiple cause diagram, system map diagram and control
model diagram.
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1.4 LogFrame Approach
A Logframe matrix approach is adopted for the project such that it is able to arrive at its
desired solution. The following logframe table clearly indicates requirements of the project
subsequently with desired output.
Project
Summary
Indicators Means of
Verification
Risks/Assumptions
Goal Adapt a
Transaction
Processing
System for Sales
& Marketing
Department
Information
Systems
Monitoring sales
department
Adaptability to
Company
Outcome Convenient
customer
transaction
handling
Customer
satisfaction &
high levels of
diligence in TPS
(Transaction
Processing
System)
Customer
Feedback
Customer
Dissatisfaction
Outputs Bills and other
transaction
details as rations
Printed bills &
bill data
Physical
Verification
Inappropriate
formats
Activities Bills, ratios,
many more
Accurate
financial output
Compliance
Management
Systems
Inaccurate financial
data
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1.5 SWOT Analysis
Home Centre has considerable advantages in doing business in the Middle East. In order to
understand the internal analysis of the Company a comprehensive SWOT is conducted for the
purpose (Amin 2011). A SWOT analysis is an abbreviated form for strength, weakness,
opportunity and threats as given below;
 Strength
 Wide range of collection offered to customers to select from
 Financial stability of the Company making it easier to expand new
business
 Customer brand perception is high Weakness
 Lack of internal software methodologies and systems leading to
challenges in data entry
 Current data entry problems have led to several internal challenges in
other departments as well Opportunities
 Expanding branches across various corners of the country
 Capability to re-engineer entire business processes
 Highly talented human resource that can help expand business further Threats
 International brands as Ikea is visualizing market potential in Kuwait and
planning to enter the country (Helms 2010).
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 Lack of appropriate financial transaction systems and accounting records
might raise corporate governance issue in the country, creating lack of
trust amongst stakeholders and customers.
1.6 Conclusion
Analysis of the problem according to Soft System Methodology helps understand that the
root problem of the current situation is absence of a software system. In presence of a software
system matched to the organization’s need, there would be no lags in data entering or its
interpretation. It would lead to development of adequate data in financial and accounting forms.
Application of SSM analysis helps to arriving at solutions of complex problems. Moreover, a
comprehensive SWOT analysis will help analyse strengths, weakness, opportunity and threats
related to particular situation. Overall it helps to reflect upon the situation that is experienced by
the firm in totality.
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