Business Process and System

Part 1
1.1 Introduction and B&M’s UK Effective Business Operations Management
The establishment and enhancement of customer value have played a crucial role in the
prominence and growth of B&M UK firm, resulting in a rise in both its customer base and
overall productivity. The augmentation of client value has proven vital in bolstering the
enduring prosperity, financial gains, and standing of the business. The organization has used
many strategies to generate consumer value. To begin with, the organization has made
enhancements to its procurement and sales procedures. Consequently, the notion of client
value might extend beyond the offerings of a particular organization. The authors Faber et al.
(2015) argue that it is essential for the company to explore the possibility of implementing an
online purchasing feature, so enabling customers to make purchases using digital platforms.
Additionally, B&M has primarily on enhancing the image and reputation of its brand.
Consumers have a tendency to engage in transactions with organizations that espouse
congruent basic values and morals as their own. Hence, organizations that engage in
community feedback initiatives or support charitable causes may establish a connection with
their target audience and contribute to customer satisfaction in terms of endorsing and
patronizing the brand.
Furthermore, the B&M corporation has implemented a system to consistently get input from
its clients. The most effective approach to gauging client preferences and determining value
is via the solicitation of input and the establishment of a continuous feedback loop. The
incorporation of customer recommendations and comments may significantly contribute to
the enhancement of a company's production processes and the augmentation of the value of
its services or goods. In order to enhance consumer value, it is crucial for companies to
differentiate their services or goods from those of their rivals via the creation of distinctive
offerings (Luong et al., 2023). The B&M UK corporation has placed significant emphasis on
delivering high levels of customer satisfaction and ensuring great experiences for its
customers. One further factor contributing to consumers' preference for B&M UK is their
emphasis on product quality rather than pricing. The cost factor has significant importance
for customers, as they often demonstrate a willingness to invest in high-quality services and
goods. The organization has furthermore recognized its areas of expertise and adjusted its

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marketing approach, attracting a larger pool of prospective clients and assuring the
contentment of its current clientele with the company's offerings.

1.2 Soft Systems Methodology (SSM) Analysis on B&M UK Going Hybrid

In accordance with the soft systems approach, the use of hybrid shopping by B&M UK
corporation presents a number of potential issues, namely pertaining to the facilitation of
online ordering and in-store shopping for their customers. First and foremost, the
organization may encounter suboptimal performance in internet search engine rankings.
Consequently, it serves as an often disregarded attribute in the realm of online and hybrid
buying with regards to the customer experience (Huang et al., 2019). Consequently,
individuals may experience adverse effects stemming from insufficient product
recommendations grounded on relevant facts, sluggishness in the autocomplete feature, and
seeming lack of tolerance in search autocomplete functionality. Additionally, the B&M UK
firm may get negative customer comments and provide subpar user experience. As a result,
the decline in user experience is often attributed to factors that may not be readily discernible
by consumers. Hence, it may be inferred that the website in question is fragmented and lacks
mobile compatibility for a significant number of individuals (Castellanos et al., 2005). The
absence of personalized product and service offerings will have a significant impact on the
organization. The likelihood of B&M UK successfully cultivating a loyal client base would
be diminished if they fail to provide a tailored shopping experience to prospective consumers.
Moreover, the organization may have significant challenges in relation to confusing or absent
information pertaining to its services and goods. The organization may encounter additional
problems such as the absence of product or service evaluations, intricate check-out
procedures, and potential privacy and security breaches.
1.3 Operation Strategy Performance (priorities) Model

The problems discussed above regarding the implementation of a hybrid model might have
many implications for the business operations of a brick-and-mortar organization in the
United Kingdom, as analyzed through the lens of the operation strategy performance model.
The decline in the company's production of quality, as stated in the problems impacting its
revenue and productivity, is a concern for shareholders, workers, and consumers that
prioritize quality in the company's product or service.

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Speed refers to the duration of time that elapses between a business's response and the receipt
of consumer contact or feedback (Lee et al., 2001). Hence, the substantial impact of system
failures or online inconveniences on the operations of B&M UK company is mostly shown
by significant delays in response times. The client base is expected to decline as a result of
discontent stemming from delays in response times and order fulfillment.
Dependability, or reliability, is a critical factor in establishing consumer confidence and
reliance on an organization. Consequently, in the absence of explicit guidance on the
company's recommended purchases, customers see a decline in their turnover. This is due to
the need for clients to possess the ability to ascertain the nature of the product or service they
may anticipate.
Flexibility is a crucial aspect in response to the evolving requirements of consumers and the
dynamic nature of the market throughout time. Consequently, the lack of adaptability and
flexibility shown by the B&M UK corporation would have a direct impact on its customer
service capabilities (Irawan, 2019). Consequently, many strategies for maintaining
adaptability in the market will be impacted, encompassing the introduction of novel items,
adjustments to supply timelines, and the expansion of product functionalities.
Cost is a significant factor that shoppers often consider when making product selections.
Hence, a rise in the company's expenses would result in a decrease in client base and a
diminished competitive edge for the enterprise. Consequently, there is a drop in the total
production.
1.4 Different Operating Models in the B&M’s UK sector
B&M UK faces competition mostly from two prominent entities, namely Big Lots Stores Inc.
and Poundstretcher Ltd, both of which operate inside the United Kingdom. B&M UK has a
superior competitive advantage over its two rivals by emphasizing three primary business
domains: the customer value chain, customer services, and sustainability or capacity
planning. The three companies share several commonalities, as identified by Luong et al.
(2023). These include a strong emphasis on customer valuation, the adoption of continuous
and early delivery approaches, active engagement with customer feedback and responses,
significant financial resources and growth prospects, a diverse portfolio of brand reputations
and customer perceptions, and a commitment to ensuring the production of high-quality
goods and services. Nevertheless, Big Lots has effectively provided their clientele with a
captivating consumer quest experience. One additional benefit of Big Lots is the notable
growth and effective management of its inventory in recent years. The drawbacks associated
with Big Lots include a diminished rate of customer churn, persistent negative feedback from

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consumers, and a comparatively worse degree of customer and supply chain sustainability as
compared to the B&M UK organization. In contrast, Poundstretcher has a comparatively
higher likelihood of attaining a competitive advantage when compared to Big Lots, although
falls short in comparison to B&M UK. The competitive advantages and possibilities of the
company include the provision of high-quality services, solicitation of consumer feedback,
commitment to the sustainability of goods and services, and a diverse product portfolio
(Barde et al., 2000). Nevertheless, when juxtaposed with B&M UK, it has encountered many
disadvantages. B&M UK demonstrates a high degree of flexibility and adaptability in
response to rapid shifts in customer demands. The company actively monitors market trends
and adjusts its production methods accordingly. Customer satisfaction and feedback are
highly valued, contributing to the company's strong reputation. Additionally, B&M UK
prioritizes long-term sustainability in its goods and supply chain, which positions it favorably
for generating high revenues and achieving increased productivity through an expanded
customer base.
1.5 B&M UK hybrid business operations (online + physical store) value to customers
The integration of online and brick-and-mortar retail channels in a hybrid shopping strategy
has the potential to provide consumers with many benefits and enhance their overall shopping
experience. According to Faber et al. (2015), the company ensures a consistent value
proposition, personalized product offerings, and convenient experiences across various online
and offline channels. These channels include email communications, mobile applications, in-
store visits, and the company's website, extending to their physical retail locations.
Furthermore, it intentionally establishes connections and exchanges of insights and
information between consumers' physical and digital encounters with the organization.
Consequently, this mitigates financial losses and streamlines the integration of several
purchasing channels into a unified and seamless experience, catering to consumers' needs and
preferences across different locations and situations (Boyer & Lewis, 2002). Thirdly, B&M
UK is poised to attain more future client value as patrons get acquainted with the merits of
both online and in-store purchasing for the company's offerings, therefore gaining insight into
the quality of its goods via the availability of a diverse range of items for purchase via both
channels.

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