Racoon Consulting Group

TERMS OF REFERENCE

Date: _October_22_2023____ Revision Number: _____________________

SUBJECT OF THE STUDY
Daily business operational problems

NAME AND ADDRESS OF ORGANIZATION CLIENT

Tech Nails Salon Name:

Signature: (electronic signature,

October 11)

INVESTIGATORS: Racoon Consulting Group BCIT COORDINATOR

Name: Name:
Signature: Signature:

SCOPE OF THE STUDY

1. POS system
2. Service Quality (Communication gap)
3. Inventory management
4. Booking request system

PURPOSE:

1. Identify key problems the business is facing

2. Resolve Tech Nails Salon’s daily operational issues
3. Capitalize on the opportunity to improve the business efficiency and in turn increase
revenue

DELIVERABLES:

1. All documents and instructions will be sent to the owner and manager of the salon
through email

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 2. A detailed report which includes a problem statement, executive summary, deliverables,
and solutions will be attached to the email
3. The analysis will include visuals such as graphs and charts for simple illustration

SYMPTOMS:

1. Booking Requests - Customers sometimes do not show up for their appointment, and
walk-in customers cannot get the reserved seat -> the business loses customers.
2. Communication gap - Some technicians and customers cannot speak English well,
leading to miscommunication.
3. Inventory management - Shortage of supply, cost of supply rising -> rising in the price
list -> losing customers.
4. POS system - disconnect with Wi-Fi -> customers cannot pay
5. All the factors listed above are the main reasons for customer dissatisfaction and the
negative impression.

ACTION:

1. Primary research on the business to conduct information relating to their issues

2. Analysis of each item, and work division
3. Create a system to send appointment reminders to customers.
4. Set up an appropriate amount of booking deposit for customers to limit no-show-up
appointments.
5. Set up new internet connection by cables to decrease POS machine failure.
6. English training for employees
7. Optimize the supply chain management system to ensure certain inventory levels are
always available at the store.

CRITERIA OF EVALUATION:

Number Description Weightage

1 Supply Chain Optimization 25
2 Customer Satisfaction 25
3 POS Transaction Failure 15
4 English Training Sessions 15
5 Booking Deposit System 10
6 Customer Retention rate 10
Total Weightage 100

CUSTOMERS:
1. Tech Nails Salon

OTHER STAKEHOLDERS:
1. Tech Nail Salon’s staff.
2. Tech Nail Salon’s loyal customers.
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 3. Suppliers of Tech Nail Salon.

CONSTRAINTS:

1. The cooperation of staff

2. Customer resistance
3. Cost and budget constraints
4. Supplier reliability

ASSUMPTIONS:

1. Employees are willing to attend English support classes.

2. The data given by Tech Nails Salon is correct.
3. Full cooperation of Tech Nail Salon’s management and staff.

RISKS:

1. Lack of internal information

2. The Salon fails to cooperate and communicate in the process
3. Customers refused to give feedback

Signatures

TOR3rev.doc/1/9/24