Business Case for Implementing a Customer Feedback System at Little Beans Gourmet
Executive Summary
This business case aims at developing and adopting a new cloud based customer feedback management system for a coffee shop known as Little Beans Gourmet, which is located in Sydney. The purpose of this research is to examine the issue of decreasing customer satisfaction levels and increase the quality of services provided by using real-time feedback data. On the basis of the evaluation of options, the correct decision-making is to opt for an implementation of a cloud-based system aligned with our existing POS system. It eliminates costs associated with hiring extra employees and provides long-term advantages, such as improved customer loyalty and satisfaction.
Introduction
Business Overview & Needs
Little Beans Gourmet is an independent caf based in Sydney, Australia, specializing in coffee service and manufacture of pastries. Since its establishment a decade ago, it has been able to garner a good many customers many of who still patronize the caf because of the quality of foods and drinks, and a homey environment offered by the Caf. Yet, research studies show that customer satisfaction has begun to dwindindle, including through surveys and customer feedback. Other employee-generated issues are slow service, handling of customer complaints, as well as overpowering or neglecting the customers (LITTLE BEANS GOURMET, 2024).
Project Background & Scope
This idea is a direct result of numerous complaints giving core reasons regarding problems with service along with discontent complaints not being met. Another factor is the fact that customers have expressed their dissatisfaction in different ways such as physically to the company, on social media platforms and in online review sites. These problems have been addressed in the current site in a manual manner with no structured customer feedback system for tracking the issues to enhance better customer interaction (Arruda Filho, & Barcelos, 2021).
Assuming the role of a Project Manager, the specific tasks incorporated within this project include: Little Beans Gourmet requires a cloud-based customer feedback system to be implemented that should have an integration with the current point of sale (POS) system. It shall be a tool to allow feedback collection in real-time, thereby affording a means by which the service delivery can be enhanced. Specific goals of the project include:
?Feedback Collection: To this end, set in place a real-time feedback gathering methodology to gain insight of customers satisfaction levels in real-time.
?Service Improvement: Feedback data that captures defenders satisfaction with services should be used to pinpoint other areas of service delivery where congestion may be observed and appropriate solutions adopted (Belanche et al., 2021).
?Staff Training: Assure your employees can properly utilize this new system to improve customer relations and quickly respond to issues related to the product.
?Customer Retention: Better the chance of retaining customers through early complaint resolution, thereby enhancing the visitors satisfaction when eating out (Belanche et al., 2021).
The solution incorporates a functional web-based feedback system that will be directly integrated with the POS system to ensure the recording and transfer of data. This system will ensure that managerial decision making is informed by aspects of key performance through creation of management dashboards and reports.
Key Project Stakeholders
The success of this project depends on the involvement and support of several key stakeholders:
Business Owner: Actually, he or she must be the one who makes final decisions concerning the project and is mostly responsible for the project and its correctness in terms of the overall strategic vision of the caf.
?Caf Manager: Oversees the practical management of the feedback system, trains employees to work with the system, and checks whether the system is compatible with organizational operations (Cassarino et al., 2020).
?Staff Members: Talk to customers in order to get their feedback and report this feedback; handle customer complaints to rectify them; and attend the training sessions.
?Customers: Offer actionable feedbacks that assist service improvements while reaping from the added value occasioned by the superior service delivery.
?System Vendor: Gaspro supplies the feedback system, assists in integration with the POS system, and offers technical assistance as needed (Cassarino et al., 2020).
?IT Consultant: Oversees some of the key aspects of systems integration and performs checks on data security and the observance of the privacy act.
The main idea is that Little Beans Gourmet, interacting with these stakeholders, should achieve minor alterations in their operations and state the issues which help to increase the level of customer satisfaction and overall improvement of the quality of service provided.
Statement of the Problem
It is essential for Little Beans Gourmet to resolve concerns regarding declining customer satisfaction. The business needs to adopt a structured method of gathering and analyzing customer feedback to improve service delivery. Current issues include numerous complaints about service and dissatisfaction being expressed both physically and online. The existing manual feedback system is insufficient for tracking and addressing these issues effectively.
Analysis
Alternatives
Option 1: Manual Feedback Collection
?Description: Provide such as; physical comment cards and suggestion boxes (Dewi et al., 2021).
?Pros: Relatively low start up cost and easy procedure to facilitate.
?Cons: The research is labor-intensive whereby one needs to visit various academic libraries in order to access the needed information. The research is also prone to data loss, delayed feedback response.
Option 2: Basic Digital Feedback Form
?Description: Make available a basic online survey that can be accessed through a link provided on the website or through QR codes which are pasted at the bottom of receipts.
?Pros: Simple designs with low costs involved in setting up the network.
?Cons: Integration with POS not very advanced, real-time data analysis absent; data collection requires manual compilation.
Option 3: Cloud-Based Feedback System
?Description: Integrate a broad-effect cloud feedback system within the framework of POS (Weerasinghe & Nirere, 2022).
?Pros: Because the incidence matrix is a real-time update, the results include detailed analytics, a seamless integration and one that is highly scalable, for both happenings and new adaptations.
?Cons: High initial cost, staff has to be trained to use the system Proper integration with accounting curriculum is complex at times.
Discussion of possible options
The most suitable solution is the web-based feedback application, chosen for the possibility to provide clients immediate feedback with actionable and statistical data, important for the timely resolution of customer complaints and better services provision.
Cost-Benefit Analysis
Costs: One time cost: initial audits and integration $5,000 Cost per month: Subscription fee 200 Implementation costs: Staff training $1,000.
Benefits: The effective management of customer complaints will lead to an improvement in customer satisfaction and loyalty, improvement in the efficiency of the service delivery, fewer complaints to be dealt with, estimated annual extra revenue of $20 000.
Financial Considerations
While expensive in the start, experience shows that it provides many long-term advantages and demonstrates a positive rate of return on investment within the first year.
Details of the topic
Implementation Schedule
Month 1: Approval and vendor selection As part of the supply chain work, it is vital to identify which supplier which will be providing a service for the company has got the approval to do so.
Month 2: Installation and integration of systems, including POS systems.
Month 3: Staff training and testing might involve assessing the understanding of the trainer, the staff, and the trainers organization of the training course since their perception may differ from that of the ordinary staff.
Month 4: Full deployment is used when a specific strategy is fully implemented and covers all strategic goals that were initially planned.
Month 5 and onwards:Continuous monitoring and analysis is one of the most important approaches in the management of CROs.
Key Responsibilities
Business Owner: This main supporter also approves the financial and overall budget and monitors the projects progress.
Caf Manager: Implements and oversees training of other staff members involved in the delivery of assessment feedback.
System Vendor: Implements and sustains the system.
Staff Members: Practice with the system, undergo training.
IT Consultant: Involved in implementing technical aspects and addressing security concerns.
Recommendations
1. Approval and Financing: Get approval from the owner of the business by committing a certain amount of capital to the project.
2. Vendor Selection: Select the most appropriate feedback system operating through the clouds and establish a working partnership with the vendor company.
3. Implementation Planning: suggest a plan of action with well defined activities and deadlines, with respect to the roles of all the parties involved.
4. System Installation: Install and integrate the feedback system with the POS it will help POS to provide feedback to the customer.
5. Staff Training: Training is another significant area that should be implemented regularly, with highly detailed training sessions for all employees in the organization (Schiele et al., 2022).
6. Go-Live: Start to feed back systems that will be used to get data.
7. Monitoring: Both novices and experienced Internet users have positive feedback that allows them to make corrections and improve the quality of service.
Details of the chosen option
Chosen Option: FROM THE CLOUD TO FEEDBACK: Implementing a Cloud-Based Feedback System
Rationale for Selection:
?Real-Time Feedback: It is an efficient way of fetching instant information from customers.
?Detailed Analytics: Provides coverage information for data analysis for and enhancement of good decision making.
?Seamless Integration: It complements the POS system as it is integrated smoothly with the existing one.
?Scalability: Flexible; can be developed to meet the growing business needs of an organization or corporation.
Cost-Benefit Analysis:
?Costs: Initial audits and integration: The total budget of $5,000
?Monthly subscription fee: $200
?Staff training: $1,000
Benefits:
?The following outlines enhanced customer satisfaction and loyalty as the advantages of using analytical CRM data.
?Had the organization adopted the service delivery model laid out in this paper, the following would be the benefits that would have been elicited.
?Estimated additional annual revenue: Gay prima donnas athletes and artificial trips Twenty thousand dollars.
Financial Considerations:
?The extent of investment in the system may be huge when compared to traditional systems, but that affords long-term advantages.
?Possibility of a high rate earned on investment within the initial year given the anticipated high revenues and customer loyalty.
The adoption of the cloud-based feedback model that Little Beans Gourmet is planning to instate is expected to have a positive impact on the overall improvement of service quality and customer satisfaction, thus promoting organizational growth and continued success in the long run.
Conclusion
Implementing a cloud-based feedback system at Little Beans Gourmet will address declining customer satisfaction and enhance service quality. This system offers real-time insights, improved customer relations, and increased loyalty, ensuring long-term business growth and a positive return on investment.
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