Question: Read the below case study and provide 5 different frameworks and theories that can be used from managing processes and systems subject.

The Economist reports that globally hair maintenance is a big business, an US$ 85

billion industry. In specific, there is a resurgence in the mens grooming industry, which

is estimated to reach US$ 26 billion by 2020. While high street retailers are struggling,

with several falling into administration or closing branches, the British Retail Consortium

reports that barber shops are bucking the trend. Barber shops were the biggest riser in

2017, reporting the highest net increase in premises (Table 1). The barbers are men or

boys only hairdressers, who mainly cut hair (dry/wet), trim beard, restyle hair/beard, and

shave.

Thus, it wouldnt be an understatement that our village barber shop is at the heart of the

local community and an indicator of local economic health. The shop is situated on a

main road and at an important junction, boasting a local pub, shops and gas station. The

barber shop is also situated within a walking distance from the primary and secondary

schools, and small businesses. The shop has a manager and team of hairdressers who

look after their customers.

As my young son and I arrive at our local barber shop, (im)patiently waiting for my sons

turn; we unconsciously count the potential heads awaiting a trim! Oh dear, a group of

five lads are in the queue ahead of us. As the hairdressers seat their customers, they

check their customers needs. Then hairdresser goes go through a list of cuts Crew,

Undercut, Taper Fade, Spiky Mohawk, Quiff with Tapered Undercut, Fury Slick Back

and checks on the specification like scissor cut or electric clipper and grade.

would like to buy some of the hair products on display. On average, the hairdresser

spends about 13 minutes cutting the hair, one-minute collecting payment and another

minute tidying up before taking the next customer. Each hairdresser looks after their

customer from arrival to departure.

Customers are served in the order they arrive at the shop. There is a team of 5

hairdressers three male and two female colleagues who negotiate working hours and

days. The shop is open Monday to Fridays 9:30 to 17:30 and Saturdays 10:00 to 16:00.

The shop has been refurbished to house four hairdresser chairs at one go. There is a

small customer seating area, which can accommodate up to 7 people. Thus, at busy

times queues form outside the shop, and invariably the shop loses potential customers

(who do not prefer to wait).

On this occasion, my son and I wait for nearly an hour, which seems like an eternity! We

read some articles from a newspaper left behind by a customer. When it is finally my

sons turn, I speak to the manager (who is also a hairdresser) and ascertain the customer

footfall and number of hairdressers on duty during the weekdays and weekends (Table 2

captures the details). My sons hairdresser suggests that the shop management deem

Weekdays 9:30 to 14:30 to be off-peak hours. Mondays to Wednesdays 14:30 to 17:30

are busy hours with more than double the customer footfall, as compared to off-peak

hours. However, Thursdays and Fridays 14:30 to 17:30 and Saturdays (all day) are

deemed peak-hours (busiest hours).

My son and I visited the barbers on a Wednesday afternoon, so surely the barber shop

would be expecting normal busy hour clientele? Though, when we walked into the shop,

there was just one hairdresser to be joined by another much later. So, I was intrigued

and explored further. The hairdresser explained that it was a difficult time: one of the

hairdressers was on maternity leave, another on holidays, leaving the remaining three to

staff the place Monday to Saturday. However, the staff had limited flexibility at short

notice to stand in for their colleagues. The hairdresser also described two scenarios that

could create problems when the shop was busy: (i) when customers wanted something

different (beard trim, styling etc.) which took longer and (ii) when a group of friends or a

family arrive with 2-3 kids needing a cut.

We spoke about the peak demand on Thursday and Friday afternoons. The hairdresser

acknowledged that this time slot was a favourite with younger customers, who were

invariably accompanied by an adult thus making the queue look longer than it really was.

The hairdresser also told me that they offered a discount for younger (under 12 years of

age) and older customers (over 65 years of age), but only on weekdays. With my sons

hair nicely trimmed, we thank the hairdresser, pay for the service and leave.

That weekend we notice a new barbers shop in the local shopping centre; we are

intrigued and explore further. The shopping centre is open Monday to Saturday 6 am to

10 pm and Sunday 9am to 6pm. Barbers shop is rather small, room enough for just one

hairdresser chair! There is a big board outside saying the barber can be seen by

appointment only. Customers need to pre-book using an app, which requires the

customers to give a minimum of 2 hours notice for the appointment. The customers

choose from a pre-set menu of services like hair wash, beard trim, haircut, shave hair etc.

Each service has a pre-defined duration, the customers choose from the available slots,

pick the services they want, pay online, and the app confirms booking and duration. The

barber has no facility to take payment at the shop. If the customer arrives late for the

appointment and the barber has full booking, he is unable to accommodate last minute

delays. The customers cannot ask for additional services, they get what is pre-booked.

The barber does not have any display cabinets or products to sell. The philosophy is for

the customers to arrive on time, have the necessary service and leave promptly. Of

course, the customers pay a 4 premium for every booking. The barber prides on total

quality of service.

We see the barber is unoccupied and enquire. Only one hairdresser operates this barber

shop. The shop has no waiting area as it is within a shopping centre and customers can

use public seating area or visit other shops while they wait for their appointment time.

The price list shows all the services are very reasonably priced and over 65s and under

12s get a flat 10% discount on all the services. The shop is open Tuesday to Saturday 8:00

am to 8 pm (with an hours lunch break at 1pm). On Sundays the shop is open 9 am to 5

pm (with an hours lunch break at 1pm). On an average the barber spends 8 minutes per

service. The barber acknowledges that it is shame he cannot service customers even

when he is available because the app requires 2 hours notice.