GHANA INSTITUTE OF MANAGEMENT AND PUBLICADMINISTRATION (GIMPA)

MANAGING SERVICES OPERATIONS GROUP PRESENTATION

NAMES & INDEX NUMBERS OF GROUP 7 MEMBERS

• MOSES SACKIE AGBEMAVA (213017881)

(Group Leader)

• JOSEPH DOGBE AKLI (213035693)

• EMMANUEL NYAABA AYIMBIRE (213018063)

• ZIBRIM SEIDU HARUNA (213035839)

• DANIEL OKAI (212013408)

• PATRICIA ACOLATSE (213009986)

BACKGROUND OF ADINKRA JEANS COLLECTION

• Clothing is one of humanity's basic needs; its primary function is to protect the body from the elements. Clothing styles, however, are diverse, having been influenced by well-known people, religion, tradition, art, science, and more recently, the media.

BACKGROUND OF ADINKRA JEANS COLLECTION Con…..

• Adinkra Jeans Collection is a new apparel store that intend to target the African Terrain, especially the Ghanaian community. As our name suggests our focus is to provide African apparel blended with Western fabrics especially jeans and also position ourselves as the top retail store servicing this particular market.

BACKGROUND OF ADINKRA JEANS COLLECTION Con…..

• This sense of feeling have prompted Adinkra Jeans Collection to blind Jeans fabrics with African Adinkra designed fabrics to soften or make the Jeans clothing comfortable to wear during sunny conditions and also at the same time considering other weather conditions. The various designs and styles of the original Jeans collection such as Levis, Lee, Diesel, Wrangler, etc will still be maintained but with an African Adinkra design embossments and Adinkra metal and wooden symbols fasteners/ buttons.

TARGET MARKET SEGMENT• Our target population is

concentrated heavily in the urban center therefore leading to the highest concentration of our customer base. Our main targets are the youth (Males and Females), the elderly, politicians (who are always appealing to the youth for their votes) and also Americans/ Europeans (who pretend they want to look like Africans when in Africa).

SERVICE CONCEPT Customers want to feel valued and also enjoy a good service experience. In view of this we have put in place the following as our service concept to satisfy the diverse expectations of our customers:

• Quality of products and services

• Price of products

• How staff treat customers

• After sales services

• Range of products and services (customized

services, etc.)

• Handling of complains and enquires

• Staff knowledge of products and also servicer

OPERATING STRATEGY • In a business organization it is essentially about how the organization seeks to survive and prosper

within its environment over a long-term.

• Adinkra Jeans Collection will be depending on Slack et al. (2004) operating strategy which is as follows:-

• Cost: The ability to produce at low cost.

• Quality: The ability to produce in accordance with specification and without error.

• Speed: The ability to do things quickly in response to customer demands and thereby offer short lead

times between when a customer orders a product or service and when they receive it.

• Dependability: The ability to deliver products and services in accordance with promises made to

customers (e.g. in a quotation or other published information).

• Flexibility: The ability to change operations. Flexibility can comprise up to four aspects:

• i. The ability to change the volume of production.

• ii. The ability to change the time taken to produce and serve customers

• iii. The ability to change the mix of different products or services produced.

• iv. The ability to innovate and introduce new products and services.

DELIVERY SYSTEM• The four key elements for successful service delivery system

that will be deployed by Adinkra Jeans Collection will be service culture, service quality, employee engagement and customer experience.

• Service Culture will be built on elements of leadership principles, norms, work habits and vision, mission and values.

• Service Quality will include strategies, processes and performance management systems.

• Employee Engagement will include employee attitude activities, purpose driven leadership and HR processes.

• Customer Experience includes elements of customer intelligence, account management and continuous improvement.

GENERIC STRATEGIES

Our cost focus will aim at achieving cost advantage while our differentiation focus is about seeking differentiation in a target segment. These Cost focus will exploit differences in cost behavior in some segments, while differentiation focus will exploit the special needs of buyers in certain segments.

FAIL POINTS• Fail points that can be identified within a service

blueprint can be list as:• Wrong colours for exterior and interior, which may

cause a wrong vibe• Fail cost analysis (Pay point)• Ill manned contact personnel• Not being creative, inefficiency of random service

development• Unethical behavior of IT staff• no provision for the physically challenged • time consuming waiting periods• no security at parking lot

MEANS OF ADDRESSING FAIL POINTS:

• Knowing what customers expect• Meeting the expectations of customers • Defining the service role of contact personnel • Compete for talent• Emphasize on service team• Go for reliable facility• Be great at problem solving• Constant training for staff especially front line staff • Installation of security cameras and security personnel

STRATEGIES FOR BALANCING DEMAND AND CAPACITY

• In formulating strategies to balance demand and capacity, Adinkra Jeans Collection will adopt the following:

• Determine demand pattern.• Assess causes of demand variations.• Consider physical facilities to contain customers.• Physical facilities to store products• Physical equipment to process people, possessions and

information.• Labor use for physical or mental work.

CONCLUSION Adinkra Jeans Collection intends to react much faster than its competitors due to both temporary trends in fashion and unpredictable tastes of its customers. Adinkra Jeans Collection will achieve these successes by thinking out of the box. Our success will directly be related to our ability to understand our customers’ most innate needs and desires and tie these to successful innovation strategies, which ultimately will lead to these new and unique approaches to our business.

The Beauty of Black