Sy’s Fish Company faces several significant problems, which have a robust impact on performance. The central challenge is the fact that most of the work is done manually whether it is recordkeeping or processing orders. Still, even though it affects company’s performance slowing down business processes, there is another problem, which should be addressed. It is the very approach to fulfilling customers’ orders. The major advantage of the company is exceptional quality of provided fish. However, Sy’s Fish does not guarantee that customers receive requested products because according to the established purchasing system, employees buy available fish every morning. Although it is helpful for assuring freshness of the sold products, sometimes different fish is bought instead of that demanded. It means that Sy’s Fish employees modify customers’ orders, thus increasing risks of customer dissatisfaction and financial challenges due to the peculiarities of the refund process.
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From this perspective, it is essential to focus on improving the process of carrying out orders. The recommendation for Sy’s Fish is to seek cooperation with suppliers or fishermen outside the local tier in order to guarantee that all stated assortment is available. In order to provide customers with the freshest products, it is more advisable to work with fishermen rather than larger suppliers. However, in case of unavailability of the demanded products, e.g. some exotic species of fish, collaboration with deliverers is justifiable if freshness requirements are met.
The improvement of this business process offers several potential benefits for bettering company’s performance and brand image. First and foremost, the firm might cope with the problem of modifying orders in case of unavailability of the demanded products. In this case, it is critical to keep in mind that in case of order modification, there is no guarantee that customers are interested in buying other than ordered fish. It means that the company would face the necessity of selling these products to other clients or sustain losses. So, this improvement is likely to result in a constant assortment of offered fish. Moreover, this change might lead to higher customer satisfaction, as they are guaranteed that all of their orders are fulfilled. At the same time, it is a beneficial option for assuring that Sy’s Fish would not lose customers. Finally, it might decrease the risks of refunds, especially based on orders modifications and receiving fish other than requested.
Based on the abovementioned descriptions of business process improvement and its potential benefits, there are three metrics, which can be applied to assessing effectiveness of the recommendations. The first one is the quantity of modified orders, i.e. estimating the number of cases when customers were asked to pay for other than ordered fish. Another advisable metric is the sum of refunds, which result from modifying order. Because each customer reporting problems with delivered fish is guaranteed refunds, it is essential to estimate their number. Finally, it is critical to analyze the customer base because clients are likely to seek cooperation with other suppliers in case if Sy’s Fish fails to provide ordered products.
To sum up, in order to measure effectiveness of the recommended business process improvement, it is vital to conduct a thorough analysis of current numbers of order modifications, related refunds, and customers. That said, in case if these figures decrease and the customer base remains unchanged or increases once the purchasing system is altered, it is possible to state that the proposed change is successful and benefits the company.