Sydney Video Rental: Operational and Service Improvement Report

This report presents a comprehensive analysis of Sydney Video Rental, a small business with over five years of operation. The report identifies key challenges, such as manual processes leading to errors and delays, and proposes a series of solutions aimed at improving customer satisfaction and operational efficiency. It outlines a detailed business improvement plan, including the implementation of automated systems, hardware and software upgrades, and a centralized data repository to streamline operations. The report emphasizes the importance of change management, defining a structured process for implementing and managing organizational changes. It also discusses critical negotiation factors, such as ego, technical complexity, and relationships, to ensure successful business outcomes. Furthermore, the report addresses service level agreements (SLAs), product details, and procedures for monitoring, adjusting, and implementing changes. The report concludes with a list of references supporting the analysis and proposed strategies, making this a valuable resource for students and professionals in the field of business development and information technology.

Sydney video rental

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 the 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 the 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 high performance
service environment.
• To maintain the best professional service
organizations and best practices to enhance
productivity.

Problem statement
• Most of the task were 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 results 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 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.

Contd..
• 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.

Service Level Agreement (SLA)
Service Level Agreement (SLA) for Sydney video rental are as follows:
• The purpose and goal of the organization is to deliver 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 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.

Product details
• The Sydney video rental shop is hold by Deb
Papadopoulos and Dawn Schultz maintaining the full
process where as staff was maintain the work and task
given to them. The project describes about 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.

Solution to the problem
• Making the task on system for automatic analysis
and system will allow the rental owner to record its
customer details, inventory details about the videos,
stack details, staff personal details, and analysing is
easy by these details.
• Some solution were taken to make the whole
process easy and quickly. By upgrading the system
and installing new hardware and software allows the
system to store the books as well as manage the
stack.

Contd..
• Along with this there should be a person who
frequently check the stack. If the video stack
details where loaded then while purchasing or
replying queries will not take much time as
the stack information is available on the
system that will give the video information.

Change management
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

Contd..
• 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.

Negotiation factors
• It is necessary to negotiate some factors in
business in order to achieve success in
business. Due to these factors, there might be
occurrence of great loss to the organization.
Consider the following factors is must to
create new business.
• Ego and emotion
• Technical complexity
• Relationships