Sydney Video Rental: ICT60115 Task 1 & 2 Report and Analysis

This report, addressing ICT60115, presents a comprehensive analysis of Sydney Video Rental's business operations. It begins with an assessment of the company's current state, identifying challenges such as declining profits, customer complaints, and operational inefficiencies. The report then delves into key areas including service standards, organizational values, and culture, exploring how these elements impact customer satisfaction and employee motivation. Change management strategies are proposed, outlining steps for process improvement and organizational development. The report also examines Amazon's business model, service standards, and culture. Finally, it includes meeting minutes, cost analysis, and a Service Level Agreement (SLA) to enhance business performance. The report addresses negotiation factors critical for business success and concludes with a discussion of factors for initiating a new business, offering a holistic approach to business improvement and development.

ICT60115 - Advanced Diploma of Information Technology

TASK 1
QUESTION 1
Sydney video rental is a small business which is running for five years in a large town. The main
role of this company is to rent the videos to the members. There are 5000 members and 10000
videos yet to rent. A group of twelve members started to manage the business.
Among them, 2 members have more experience in this business. There are separate members for
accounting and purchasing departments, payroll system, decision-making system, counter and
handling other duties. They have some service standard to run the business to satisfy the business
needs, customer needs and to earn a profit.
Now the population in town is increased when compared between two years. So a competitor for
this business has grown. Another video store is opened which is not so big and old as Sydney
video rentals. But it has grown very short period of time.
A member of Sydney identifies that the growth of the population does not increase the growth of
the company. Also, there are many problems faced by the company like customer complaints and
unsold video.
The growth measure of the company says that it reduces 20% of profit to the business, numbers
of customers are reduced, staffs are demotivated to work because of the company growth.
The customers started complaining about the late response for the queries, not getting accurate
information, availability of videos are not known, it consumes more time to process the video
rental and due to inexperienced staff, the services are very poor and unprofessional.
Now the accounting system of the business is improved with computer automation. Software is
used to work efficiently. So that there will not be any problem with the payroll and purchase
operation. The average salary for the recording team can be given for $50,000 per year.

QUESTION 2
Service standard is very important in terms of customers, employees and management of the
business. It is defined to know the customer expectation, employee challenges and issues they
face. When the customer needs are known then it will be very easy for the organization to
satisfy the customer needs and increase productivity. Also if the needs of the employees are
known and the issues faced by them are identified by the organization then they tend to solve the
issue with the requirements so that the employees can work in a stressless environment. If any
flexibility is given to the employees then it will be more comfortable for them thereby the
organization can ensure the productivity and operation.
Sydney video rental uses the following service standards:
 In order to increase the satisfaction of the customer, they improve staff productivity and
operation effectively.
 To achieve high performance and services, they have planned to implement the
improvement program continuously.
 In order to maintain the services and enhance the production, they have followed some
methods in the organization.
They use three service standards to ensure productivity and the operation and to achieve the
performance of the organization.
QUESTION 3
Organization values
Every organization will have the organization values. It will help to define some set of values
which will help the organization to know their culture. When all the employees in the
organization follow the organization values then the organization will be uniquely identified with
the values. Even though, if the organization fails to form the organization values there may be
some values in not following it. A value statement is considered as the most important factor i.e
it is considered as a reference for the people outside the organization. It explains the process of
the organization and how it is handled at the time of issues.
When the organization creates the values then it is considered as a behavior that should be
followed in the organization. Employees in the organization will have different behavior which
may not suit the organization goals so they set the values to follow. Value statement will
motivate the individuals to act according to the organization values in order to achieve the
mission and goals of the organization. the values should be communicated by both the internal
and external. The values should be explained in the meetings and they should know that values
are followed in the organization.

QUESTION 4:
In order to develop the organization culture, first, they must know the meaning of culture and
how it is helpful for an organization. Based on the business culture, the goal of the organization
can be identified. So the culture is necessary for the growth of the organization. Following things
are required for developing the Sydney video rental business culture.
 Encourage the employees
 Create awe workspace
 Take care of employees
 Proper communication
 Make trust and humanity
 Create the best relationship with the environment
If these parameters are followed then the business culture will be developed and then this will
focus on the growth of the organization.
QUESTION 5:
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
 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.
The following steps are to be performed in order to make development and changes in the
organization.
 Define the goal of the organization
 Define the required changes to the organization
 Analysis of the requirements

 Implement the changes
 Test the change model
 Report the effectiveness of the change.
When these steps are implemented then the organization will be changed effectively.
QUESTION 6:
The customer satisfaction survey is conducted using survey monkey and the survey link is given
below https://www.surveymonkey.com/r/QMGWL72
QUESTION 7
Meeting Minutes – Sydney video rentals
Location: Sydney video rental
Date: [10 March, 2019]
Time: [10.00 AM]
Attendance
Deb Papadopoulos - present
Dawn Schultz - present
Danny Jones - present
Paul Trang - present
Mae Willis - present
Terry De Santo - present
Ted Sloan - present
Mary Davidson - present
Agenda Items
1. Discussing problems in the organization
2. Estimated cost and duration
3. Expected outcome
Action Items
1. Identify the problem
2. Identify the changes required to the organization
3. Analyze and implement within the due date and time

Other Notes
1. Employee requirements
2. Analyzing customer feedback to improve the organization goal
QUESTION 8:
To solve the problem of Sydney video rental, the manual system can be changed into the
automatic system in order to improve the performance of the services and to process the
customer information, inventory information, stock details, personal information and analysis.
Requirements Cost
hardware and software 25,000
PC upgradation 20000
Software installation 50,000
Other requirements 2000
Total 97,000
QUESTION 9:
Service Level Agreement (SLA) for Sydney video rental are as follows:
 The purpose and goal of the organization are to deliver the 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 the 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.
QUESTION 10:

It is necessary to negotiate some factors in business in order to achieve success in business. Due
to these factors, there might be an occurrence of great loss to the organization. Consider the
following factors is must to create new business.
 Ego and emotion
 Technical complexity
 Relationships
People will easily attach to the gracy 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 a business successful and free from the competitor’s success.
Usually, the startup companies will have a technical problems such as old software and PCs.
They need to improve these technical issues to achieve improvement in the business. It is not a
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 trust among
them. This trust makes more confidence 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 a business
environment to achieve success.
A Real-time example for negotiating is Boston- child care centre. Here the managers were
avoiding their directors in order to change their child care centre 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 a child when there is a replacement of another child.
QUESTION 11:
While initiating the new business, factors such as regular participation, creating clear and
relevant goals, using better resources should be considered. When these factors are considered
then there will be clear and proper growth and development in the business.
TASK 2

a) Amazon
Amazon is one of the biggest company in the world. The company has the biggest shopping site
all over the world. They cover most of the parts in the globe. They are famous for their online
goods. Not only there working with good and service they are involved in application
development. They have their own market place namely the Amazon App store. They are
working with home automation with the help of Artificial intelligence. Alexa, they are best when
comes to Kindle books and ebook, and for the enterprise they have very big cloud platform
called AWS which provides and uplifts business where people who don’t have infrastructure and
money to invest in their infrastructure AWS is an alternative source. Amazon has never-ending
work at any time of the year
ORGANISATION SERVICE STANDARDS, VALUES AND CULTURE
The organization stand is that company will never take rest at any time but the customer
satisfaction is the number one priority because of the 24x7 shipment amazon work must continue
their work 24x7.
Unreasonably high standards and expectations
In Amazon, the standard and the expectations of the employees are always high. Customer is in
need of demands of things from Amazon. There has been a report from the news that people used
to cry at their desk with a lot of pressure from outside the brand is great but from the inside
people have to work like horse to make the work done and it is never-ending.
There are the main values for Amazon. Some of the core values are as follows:
There are obsessed with the customer in each year. Amazon delivery is increasing day by day
and more in the holidays. Because they vast way of covering all the part of the globe, they have
more warehouses all over the worlds and number of employees are working 24x7 so the
company will never stop the work from years to come.
Amazon not only delivers products they are one of the company to invent and innovate. For
example, creating a drone to deliver products directly to the customer home invent cashless
store where you no need any humans to operate.
People who are working in the Amazon development centre are the worlds finest people
who are paid more to work and these people are handling million of data of the customer
and some of the workers are designing easier way to operate the company, inventing new
products and new feature to existing product so that the company can keep up and play with
the rest of the companies. The company has its own R&D centre in many places all over the
globe.
Amazon always things big because of the range of people they can reach from all over the
globe and usage of Amazon. They can try many things that people might be interested in

like Amazon fire stick and Amazon audible book. There are some of the ideas people are
willing to pay to live the luxury life.
GOODS AND SERVICES PROVIDED BY THE ORGANISATION
Amazon almost covers products that we might use in over day to day life. Because everything
you need can be ordered with amazon atmos, from N number of a variety of products from a
customer perspective to enterprise level Amazon covers all of them.
For examples, if a small business owner is having a somewhere in the globe, the potential of
selling goods to another part of the country is difficult but with the help of Amazon the seller can
start his own shop in Amazon. Though registering as a seller and listing the products Amazon
will take care of the orders and shipping the potential growth of the seller is more compares to
traditional methods.
The website is a search engine. This will give all the suggestion for the customer based on the
needs and interest. So there are N number of opportunity for the people to setup amazon store
online and selling the products
AWS
Amazon is one of the best in the worlds in leading cloud platform where people from the
small business can use these services. There are N number of various service in Amazon
that are monitored and guided by the Amazon software development team to the customer
at any time. The customer care centre is available and they are building the simple interface
so that person who does have the knowledge of working with the coding background can
take few services and use it and only pay for what he use. This methods make opportunity
for a small business to be converted to large business where in the normal case a lot of
investment is a need in AWS. They are on demands based service that can be used and
removed if not needed.
Amazon prime
Amazon has a prime service. This service is used to give customer services like videos,
music, quick shipping where some of the customers expect from a big brand. Amazon
prime is spread with all the device. Any device can use any services with subscriptions of
the customer. For example, if a customer has Alexa in his home and he has a mobile with
him, always he can create the content playlist where he is interested in all the devices. This
setup an environment that they can access customers information everywhere and anywhere
where the person goes.
Amazon Application store

Amazon App store is also available for people to download games, music, fun and
entertainment stuff. It enables developers to develop a skill for Alexa and develop apps for
mobile device and for other application such as kindle and firestick. It is SDK and it is
open sources. Anyone can develop and place the application in the app store and if you have
any infrastructure to run the application amazon AWS comes in to fill the gap. There is no
limit to the application. You can build it, Amazon gives the platform to the customer to
perform a task that that could not be completed with the use of these resources.
TASK 3

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 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 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 a high
performance service environment.
 To maintain the best professional service organizations and best practices to enhance
productivity.
TEAM AND LEADERSHIP
The staffs were divided into groups and each group were assigned to do some work. Accounting,
customer details, video information and staff information were also taken care of the staff that
were loaded in the system.
Leadership quality is something that a person to maintain everything in the company.
PROBLEM STATEMENT
The problem in the existing rental process can be listed to a number of reasons:
 Most of the task was 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 result 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 a 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.

 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.
 Tracking and evaluating the rental process by management to determine areas that
need improvement is almost impossible.
 Some straight-line method can be proceeded to satisfy both company needs and
customer needs.
 Some facts that affect the video renting are as follows,
 Technology: technology that makes all the videos available to watch whenever and
seamlessly on every device.
 Comfort: nowadays peoples need to have anything in a fraction of second and also
doesn’t have time to purchase for videos. They want comfort to watch videos
whenever needed. So comfort plays an important role.
 On-demand: this play a vital role as demand increases, streaming videos on online
stream like Netflix allows to watch whenever needs at any time anywhere.
 Subscription: Addiction plays a role as people used to watch on low monthly cost and
simple procedure that can be done simply sitting on the room.
 Data-driven: this not only used to give suggestion but also proactively used to create
content that fits personal preference.
PROJECT DETAILS
The Sydney video rental shop is held by Deb Papadopoulos and Dawn Schultz maintaining the
full process whereas the staff maintained the work and task given to them. The project describes
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.
Notable competitors in the video rental industry include:
 Video store operators, such Videos Gallery and as Blockbuster.
 Online retailers, such as Netflix, Blockbuster, and prime videos on Amazon.com;