The main aim of this project is to examine, strategize, and improve the service workflow and customer engagement practices within a salon or beauty parlour setting. While the original version focuses on developing software for customer order tracking and administration, this MBA-oriented version reframes the problem as a managerial challenge involving operations planning, customer relationship management (CRM), and service process standardization. Many parlours face issues such as inconsistent service quality, booking errors, poor client follow-ups, and lack of structured communication. This project will allow MBA students to create a service strategy model that addresses these inefficiencies. The expected outcome is a business operations playbook that enhances appointment scheduling, client retention, feedback integration, staff task assignment, and overall customer satisfaction in a salon environment.
To successfully complete this project, students will carry out various business-focused tasks. These include conducting a situational analysis of salon operations through interviews or case studies, analyzing customer behavior trends, and mapping out service workflows from appointment booking to service delivery and follow-up. Students will also benchmark best practices in the beauty and wellness industry, identify key touchpoints in the customer experience, and develop standard operating procedures (SOPs) for staff performance, inventory use, and customer communication. Risk management strategies related to customer complaints, service delays, and data handling will also be addressed. Students may create templates for scheduling, reporting, and feedback collection and draft a business improvement report along with performance metrics such as customer satisfaction rate, repeat visit ratio, and service time efficiency. The final deliverables will include a strategic recommendation report, service blueprint, and team presentation.
