Analysis of Shaver Shop's Stakeholders and Management Control Systems

This report provides an analysis of the stakeholders and management control systems implemented by Shaver Shop Group Limited, an Australian grooming retailer. The report identifies key stakeholders, including investors, shareholders, employees, and customers, and examines their respective roles and contributions to the company's success. It explores the company's management structure, including the role of the CEO and the implementation of action and cultural controls. The report also discusses the importance of employee behavior constraints, pre-action reviews, and customer feedback systems in maintaining quality services and achieving customer satisfaction. The report highlights how the company fosters a culture of hard work and customer focus to maintain its competitive advantage in the grooming industry. The analysis reveals the importance of adapting to market demands and the significance of innovation and creativity in providing effective grooming services.

1.7 Identification of stakeholders
As time goes, the demand of appealing physical appearances has been increasing
and therefore every person wants to get a services which can make his/her appearances to
match with what the society terms as good looks. According to (Melek & Semih, 2016)
this demand has made various businesses that offer grooming services to occur, with each
one of them targeting to be termed as the best in the market. Because grooming is a
services which interests, many people, business which venture in these kind of businesses
attract different stakeholders who play different roles to the business. Although most of
the companies has realized that there is an opportunity for them to operate businesses in
this sector, few of them have realized the importance of management control systems and
this has been the reason why irrespective of high demand and using huge investments,
some of them have been failing.
Shaver shop group limited is an Australian factory dealing with grooming products
for both men and women. Services offered in this shop include, body massage, manual
shavers, hair removal and styling, oral care, beauty products, hair clipping as well as
beard trimming. According to Ondrej (2016), this shop was started in 1986 and as
operated in more than 95 cooperate owned and 13 franchised outlets as up to July 2017.
Like any other company, Shavers shop group limited has stakeholders which have helped
in its growth and expansion across the country. Stakeholders are not only the shareholders
but also employees, customers, investors or business partner whose stake is company’s
success and incentive for the succeeding of the products.
One of the key stakeholders in this grooming retailer shop are the investors. These
are people who have committed their money in the company with expectations of
financial gains (Samer, 2015). These investors have enabled the shop to provide a wide
range of products to its customers and also maintain high level of customer services.
From the studies, it is shown that the money invested has also helped the company to
expand more than 100 shops fully stocked across Australia. This has also enabled the

company to use modernized items like electric shavers, trimmers and many more while
giving services to their customers. Since investors are result oriented, they have advised
the managers on the products and also how to improve on their services to attract more
customers. This is because they make sure that the money invested is used in a correct
way. Due to its substantial growth, shavers shop group limited has attracted many
investors both locally and internationally. This is because it is a wish for every investor to
invest in huge and promising companies for they are always after financial benefits.
On the other hand, apart from investors who have invested a lot of money in shaver
shop, it also has more than two substantial shareholders. Shareholders are the owners of
the company or any person who owns at least one share of companies stock. Shareholders
are crucial in business operations because they make an organization to strive to its best
to ensure their expectations are met. This grooming shop has strong shareholders who
have essential skills for a successful business. At shaver shop, Shareholders play a crucial
role through overseeing the performance of this company and other factors which may
put the business at risk. They then give reports on the performance and also problems
thereof to the shareholders. The shareholders therefore give possible solution to the
problems hence enhancing quality services. By comparing this company with others
which provide similar services, it is clear that creativity and innovation has enabled this
company to attain a competitive advantage and also to be viewed as the best solution for
those who require grooming services.
According to Alexander (2017), employees in this Australian grooming retailer shop
have also contributed in its growth. This therefore makes them important stakeholders of
the company. Staffs at this shaver shop offer quality services and right advises to
individual needs at a fair price. They also have online customers where both receive equal
services the same as traditional ones. Due to good services and customer satisfaction, this
shop has attracted many customers and this has helped it to attain a competitive
advantage.
Additionally, the shop also has dedicated employees who are able to predict future

customers’ needs and advise the employers on the new products and services. For
example, if a particular customer come for a massage the staff members ensure the client
is given better services using new products in order to make him/her develop loyalty with
the business. Another reason why this shop has attracted many customers is because one
is given services by a person of different gender. Customers find the services more
enjoyable when being offered by a person of a different gender receiving them from a
person of same gender. Employees also have good communication skills which enables
them talk well with the customers. Because of being able to communicate effectively,
employees in this company are able to understand customer needs and address them to
their satisfaction.
It is therefore advisable to give customers quality services because they are also key
stakeholders of the company (Donatien, 2013). This is because the money paid after
service can be used in expanding more branches and also in buying new products. Once a
customer receives quality services, it is their wish for that business to keep growing so
that they may continue receiving the same services or even better in the future. Since it’s
their dream to keep growing, this Australian shaver shop provide high quality services at
a fair price as one of the ways of making customers realize the value for their money and
also to remain competitive in the industry. They also buy their products from innovative
manufactures to ensure they provide better experience to their clients. Customer
satisfaction is the main concern in this grooming shop. According to Sara (2013),
customer satisfaction is the key factor that helps a company to stand out in a competitive
market.
2.2 Action control
Shaver shop group limited has been having a management structure comprised of
various professionals led by Cameron fox, who is the CEO and also the managing
director. The company has established proper specifications of who should report to who
and also specified each one’s duties and responsibilities to ensure the company attains its
goals and objectives. To analyze the progress and also to identify the key areas that

require adjustments, the company holds a general annual meetings every year. During
these meetings, the shareholders are informed about what the company was able to attain
and some of the barriers that it experienced. To ensure proper flow of work, the junior
employees are linked with the senior management by supervisors who ensure that all
tasks are completed according to the company’s core values.
At Shaver shop group limited, employees are viewed as important components of
the company because they make the business to satisfy customer needs through provision
of services. The management at this organization use various measures to ensure there is
employee behavioral constraints on some matters especially those associated with
confidentiality. For instance, it uses locks on some desks, computer passwords, and
access to areas that hold valuable inventory and sensitive information.
The company also uses other employee behavioral constraints such as passwords on
some Wi-Fi connectivity, and locking important rooms where confidential documents are
kept (Khalifa, 2012). The reason for using these measures is to ensure that the staff
members are restricted from undertaking activities that can have significant impact on the
performance of the organization especially those related to provision of services,
finances, decision making, problem solving, among others.
Pre-action reviews is a review of the action plan, which is a multi-level review of
planned actions and budgets at successively higher organizational levels.
Action accountable is for employees to be responsible for their own actions. In this
company, provision of high quality services is essential because as time goes on, the
demand for grooming services and this has made competition to be stiff because more
companies have emerged to offer these services. Organizations which provide grooming
services can track their operations and monitor them directly or indirectly using various
ways (Stede, 2017). For example, they can use undercover mystery customers to evaluate
the services provided by their employees, and can also employ the use of reward and
punishment systems.
At Shaver shop group limited, the management uses a system which enables the

customers to provide feedback concerning the kind of satisfaction which they attain from
getting services from this company. The system allows them to provide their reviews
which enable the company to identify the areas that require improvements.
Redundancy, which involves assigning multiple employees to a non-essential task or
prepare some alternate employees. But this is generally used in computer equipment,
security features and other key operations. Other areas are rarely involved because it is
more expensive.
In the following table display each action controls can solve different problems.
2.3 Culture control
At shaver grooming shop, the corporate structure is made up of employees who
understand the importance of maintaining culture in the organization. Through the
leadership of the managing directors and other managers the company has created
cultural controls in which they have developed social norms and shared values within the
business (Donatien, 2013). The management provides guidelines to employees on how
they should behave during their work and also how to carry out their tasks to ensure they
meet customer’s expectations. This include socializing with employees with various
beliefs, values and assumptions to learn from each other and also to come up with bet
ways of serving customers.

To attain its goal of being the “leader in hair removal,” the company has established
a culture of hard work and doing what is expected. This focus has made the company to
develop a culture of providing best services in order to remain the leader in the market.
According to its management, there company does not have a lot of measures to for
employee behavior constraints because it trusts that the company has a culture of
engaging in right activities. For instance, the staff members knows they are not required
to access documents containing confidential information even when there are no
restrictions.
The management at this company use a mission statement which emphasized
serving customers to the fullest despite of age, gender and social background is the main
business concern. This mission statement has been making shaver shop to develop a
culture that customers are important to the business irrespective of the differences which
they may have and this has made the employees to trust that better services are crucial for
making the company to attain its goals. To make the mission statement attain its purpose,
the management use various strategies such as communicating clearly to employee about
their responsibilities and this helped in reducing misunderstanding among them hence
creating effective and efficient work relation. The managers also does not allow
employees from similar background to work in the same department. This improved
interactions among employees, trusted one another and also helped them in learning
different cultures. It also boosted the morale of employees and assisted them in
performing their tasks as expected. With these work controls, the employees work
efficiently hence maintaining customer loyalty (Frank, 2010).
Another cultural control which managers use at this shop is role modelling. This
applies in case where they hire a new member to join their team (John, 2017). The team
leaders show the employee what happens in the shops and what they are expected to do
while performing their tasks. They also familiarize them with the products and machine
they use to offer services to their customers. They also teach them how they should
handle the customers to ensure they are fully satisfied. The managers also explain to the
new employee concerning the prices they charge for various services to avoid

overcharging or undercharging customers. This also applies to existing employees in case
managers have introduced new products and services in which they are not familiar with.
This is important because it helps them in winning customer trust and loyalty.
At this shop, action accountability is essential in assisting the company to attain its
goals of being the leader in the market (Kalle& varun, 2017). According to its
management, words and actions in this company are in alignment, and power lies in the
decision of its employees to hold themselves accountable for their actions. This believe
has been enabling the staff members to focus on attaining the goals and objectives of the
company while avoiding all factors which can lead to dissatisfaction.