Evaluating Strategic Business Growth in Retail Sector

Business Process Management (BPM) is crucial for enhancing operational efficiencies and driving business performance. This assignment explores the strategic importance of BPM by examining its impact on operations and supply chains. Students will analyze different BPM methodologies, discuss their benefits, address implementation challenges, and evaluate case studies where BPM has significantly improved organizational efficiency. By understanding these dynamics, students can appreciate how BPM contributes to achieving competitive advantages in various business contexts.

Running head: BUSINESS OPERATION SYSTEM
Business Operation System: Cold Storage, Singapore
Name of the student:
Name of University:

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Table of Contents
Part 1................................................................................................................................2
Introduction to Business Operations Management.......................................................2
Cold Storage’s Operating Model.................................................................................. 2
Soft Systems Methodology...........................................................................................2
The Problem Situation..................................................................................................3
Online Grocery Sector Models.....................................................................................4
Operation Strategy Priorities Model..............................................................................4
Proposed Solution-Cold Storage Online Operations....................................................4
Parcel Conundrum........................................................................................................4
Part 2................................................................................................................................5
Rich Picture Symbols................................................................................................... 5
Rich Picture – Cold Storage.........................................................................................6
Root Definition..............................................................................................................6
CATWOE......................................................................................................................7
Business Process Map “AS IS”.....................................................................................8
Business Process Map “TO BE”...................................................................................9
Description “AS IS”.......................................................................................................9
Description “TO BE”................................................................................................... 10
Part 3..............................................................................................................................10
Effective Implementation and Change Management..................................................10
Balanced Scorecard Measurement of Performance...................................................11
Cold Storage Balanced Scorecard.................................................................................15
Financial Perspective................................................................................................. 15
Customer Perspective................................................................................................ 15
Internal Business Process Perspective......................................................................16
Learning and Growth Perspective..............................................................................16

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Part 1
Introduction to Business Operations Management
For the key success of any business operation management plays the most vital
role. It is the role of the company head to develop proper business strategy so that they
can obtain competitive advantages and high level measureable commercial revenue.
For this particular report the nominated company is Cold Storage, Singapore and the
cold storage operation model operated by the company is illustrated in this report. With
the proper application of operational and functional business strategy the company will
be able to create long range of sustainable planning. Each of the business function
operated within the business plays a role that supports the business strategy. The
operation strategy has the ability to configure and develop business processes in such a
way so that the company can serve expected services and products to their consumers.
Though, the success of any business is partly dependent on the effective usage of the
resources. The operation strategy is referred to as a combination of different
components in terms of capacity planning, design, cost control, time management etc.
Moreover, it can be said that the aim of Cold Storage, Singapore is to deliver quality,
on-time, fresh and affordable products and services to the consumers.
Cold Storage’s Operating Model
Soft Systems Methodology
Soft system methodology is referred to as a attempt that helps to foster learning
and appreciation of the problematic situation among the company stakeholders rather
than the set out for resolving a pre-defined issue. In most of the cases the attempt to
define and resolve any problem becomes a complex situation rather a social problem. In
order to track and handle such difficult such situation the soft system methodology
(SSM) is very much useful. It provides a framework to that can easily define the problem
and also resolve the identified issue. Two different modes of SSM are there such as
system thinking and real world activities. Through conducting meetings, interview and
survey the root cause of the problem and the reason o the situation can be understood.

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This phase of the operation model is represented through a rich picture. On the other
hand, the system thinking a hierarchical approach that is comprises of communication,
control, and properties emergent for identifying necessary relevant system that can
provide appreciable insights to the company. With the construction of a root definition
the relevant system can be logically represented. In order to generate the conceptual
models these logical representations are very much helpful. This concept of soft system
methodology was developed by Peter Checkland before twenty years. The logic of the
soft system methodology also shows the interrelationship between all the problems
those are facing by the company. With shared perception, debates and persuasion the
problem solving capabilities can be grown.
The Problem Situation
The grocery retail environment is become very much competitive every day. In
order to gain competitive advantages and measurable economic growth it is necessary
for the company to take necessary actions accordingly. The rest of the retail sectors are
giving high level of competition to the company. Lack of managerial, functional and
operational abilities the company is facing major level of challenges. Previously Cold
Storage, Singapore had a traditional manual data management system which was
unable to handle all the necessary operations appropriately. The aim of the company is
to roll out pick up services nationally for the online orders. The numbers of online
service providers are increasing every day and due to speedy service the consumers
also prefer the online service. Due to lack of technical excellence the half of the sales of
the company is overtaking by other online service providers in the competitive market.
Cold Storage, Singapore is one of the top 100 companies those are listed in JSE. The
core business of Cold Storage, Singapore s focused on delivering retail products to their
consumers. Through the company is making life of the consumers easier everyday but
still due to some of the sales issues the rest of the companies were getting much
commercial benefit from this company. As all the products delivered by the company
are not produced by themselves thus those are required to be stored in such a way so
that those can remain fresh. The key success of any company is dependent on the
quality and affordability of its products. Thus, the aim of this company was also to

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deliver quality products to the consumers. They were failing to do so each tome which
leads the company towards a problematic situation.
Online Grocery Sector Models
In order to deliver quality and affordable products to the consumers the online
grocery sector model should have to be maintained by the company. The factors that
should be maintained accordingly by Cold Storage, Singapore to keep their operational
capabilities include value chain model, inventory management, delivery chain, customer
value chain etc.
Operation Strategy Priorities Model
The operation strategy priority model deals with some factors such as flexibility,
cost, quality, speed, dependability.
Flexibility: The Company is focused to provide limited products to their
consumers thus they are capable to maintain their delivery and operational flexibility.
Cost: The Company is focused to keep the product’s cost within an affordable
range.
Quality: The quality control measures of the company are not compromised.
Speed: The Company uses proper standards so that the speed of the product
delivery can be maintained.
Proposed Solution-Cold Storage Online Operations
The proposed solution to Cold Storage, Singapore is “To deliver cold storage
online operations”. Traditionally Cold Storage, Singapore delivers their services only in
Singapore but with the expansion of business they become responsible to deliver their
products in many locations. Thus, in order to keep their products fresh they proposed to
develop cold storage for the online operation. The cold storage will help to keep the
quality of the products. The decentralized warehouse will help the company to deliver
quality and affordable products throughout.

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Parcel Conundrum
The parcel conundrum is referred to as a process of parcel delivery. With the
business expansion the product delivery boundary of the company has also been
increased a lot. It is the responsibility of the company to deliver the desired products to
the consumers as an intact one without any kind of torture. In case of traditional home
deliveries many issues used to raise before however, with the help of parcel
conundrum, the delivery issues will be completely minimized.
Part 2
Rich Picture Symbols
Rich pictures are an aggregation of illustrations, pictures, images and content
that speak to a specific circumstance or issue from the viewpoint(s) of the individual or
individuals who drew them. Rich pictures can indicate connections, associations,
impacts, circumstances and end results.

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Rich Picture – Cold Storage
Root Definition
After analyzing the above mentioned rich picture the following root definition has
been developed:
“Cold Storage, Singapore operates both online and offline service to deliver
quality, affordable and on time delivery to their consumer. In order to serve fresh
products to their customers the company also operates a cold storage.”

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CATWOE
The CATWOE analysis helps the company to ensure that the defined root
definition is containing all the necessary elements.
C- The consumers of the Cold Storage, Singapore include both of their online
and offline consumers. Not only is this but also due to their simultaneous technical
advances incorporation the company becoming able to grab new consumers. The
invoice of the consumers measures the effectiveness of the new system implemented
by the company. In order to deliver fresh and affordable products to the consumers the
company has implemented an online cold storage.
A- The system of Cold Storage, Singapore includes both the consumers and the
employees who works operates collectively to process an error free service. In order to
manage the cold storage warehouse proper training and development programs are
also additionally incorporated.
T- Considering the satisfaction level of the consumers the Cold Storage,
Singapore should transform and process and deliver fresh food products.
W- The retail company is focused to deliver quality products to their consumers
by maintaining the perception the consumers.
O-The Company can manage a cold storage warehouse for their online food
products. It is expected that, it will give proper control over the delivery system for the
online operation.
E- Cold Storage, Singapore is operated, monitored and regulated by the Grocery
Supply Code of practice (GSCOP). Due to the home delivery service of the company,
Cold Storage, Singapore needs to consider and evaluate their emission.

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Business Process Map “AS IS”

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Business Process Map “TO BE”
Description “AS IS”
The “AS-IS” process model depicts shows its present activities and forms that
happen from the point a client comes into store. The first pool is for the clients that shop
at Cold Storage, Singapore. The procedure begins when the client sees offers on the
web. They at that point travel to the store, buy the items, make an installment and leave
the store. In the meantime, inside the store there are a few procedures that happen,
obvious in the second pool of the guide. The stores receive an in the nick of time way to
deal with deal with their stock, which is reflected in the diverse pools: the store, local
stockroom and providers. Nearby providers convey deliver straightforwardly to the store.
Whereas, national and worldwide providers convey to the local stockrooms. As requests
are gotten they are handled and conveyed appropriately.
Description “TO BE”
The “TO-BE” process model depicts the diverse procedures that will happen
once Cold Storage, Singapore dispatches its online administration, created from the

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arrangement proposed partially 1. The procedure begins once the client visits the site,
picks items, affirms the request and afterward picks a conveyance technique. Two
choices have been given as examined in part 1, home conveyance and snap also,
gather. Once chose, the client at that point makes an installment.
Part 3
Effective Implementation and Change Management
This particular section of the report reflects the effective implementation of the
change management so that the issues that the company was facing previously can be
managed rather completely resolved. The aim of Cold Storage, Singapore is to deliver
fresh quality food products to their consumers. In order to deliver fresh quality and
affordable products the company has implemented a cold storage warehouse. The
performance objectives of the company can be achieved with the development of this
new system approach. In order to support the new system that has been implemented
an operation priority model should be applied by the employees. The Cold Storage,
Singapore adopts a decentralized approach that can operate both the low level and
medium level activities. In order to implement the cold storage warehouse for the online
service the managers of the company should focus on certain components in terms of
flexibility, dependability, costs, quality etc. In order to process the operational and
functional capability the estimated cost would also involve all the required resources.
Moreover, it can be said that the online service offered by the company should have to
reliable and secured at the same time. In order to properly balance the system
efficiency the standard delivery methods are also required to be maintained by the
managers. Traditionally, the company delivers their products in Singapore only thus
they need not to maintain any cold storage warehouse but as they planned to expand
their business they decided to implement a cold storage warehouse for delivering fresh
quality food products to their consumers. After analyzing the effectiveness of this
change approach it can be said that with the successful implantation of these changes
the issues the company was previously facing will be resolved. There are two different
dimensions of the change management are there such as top level which include cost,

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quality, tome on the other side the bottom level employee holds perception, attitudes
and acceptance capability of the employees. In order to develop the expected system
solution for the company the managers of the company should make sure that they are
using effective communication among each other. A realistic timeframe should have to
be used by the project managers to implement all the expected changes for the Cold
Storage, Singapore.
Balanced Scorecard Measurement of Performance
Balanced scope card is referred to as a strategic planning and management
system that are utilized by the business organizations to measure their performance.
The different components those are collectively managed by balanced score card are
the mission, vision and strategy of the company. In order to establish a balance among
the objectives, KPI and actions this particular tool is widely used by the business
organizations. Basically in the large business organizations this particular tool is used
for managing the financial status, customer satisfaction. In addition this for managing
both the internal and external business process the balance score card is used by the
business owners.
Cold Storage, Singapore is focused to develop a cold storage warehouse for
their company so that they can deliver fresh quality food products to their consumers
with an affordable price. The financial, consumers, internal business process and
learning and growth of the company are measured by this. It can be said that, with the
successful implementation of balanced score card the company will be able to meet the
preliminarily set objectives.
Objectives Measure Targets Initiatives
Financial To enhance
the overall
company
turnover
Benefit 54% By incorporation
advanced
technical
excellences to the
operational
abilities of the