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Swinburne University of Technology

Semester 1 2018 INF20003 Requirement Analysis and Modelling Assignments 1 & 2 Case

Mindy Hair

Last year the Requirement Analysis Modelling group did some research into the use of social media by small

and medium enterprises for Jordan Meyer the owner of Mindy Hair. Jordan was so impressed by the work that

these students did that she has come back to ask if requirements analysis can be utilised for a system that she

is planning to implement.

History

Jordan is the part owner of Mindy Hair. Mindy Hair was started by her father, Bill, in the late 70’s in honour of

his wife Mindy. Since that time the hair salon has expanded from a single location in Melbourne to 3 different

locations across Melbourne’s East. Bill passed away about 5 years ago and the 3 children inherited the

business. Each of the children have their own Mindy Hair salon with Jordan running the Melbourne branch, Bill

Junior running the Glen Iris salon and Sally running the Cranbourne Salon. Jordan is the eldest of the three and

makes the general business decisions with input from the other two siblings.

Success brings a need

The business is doing very well, but in the last couple of years the business environment has become very

tough. On the one hand there is a need to reduce costs and increase efficiency. On the other hand there have

been significant advances in technology.

Bill Junior has been talking about the use of SMS as a means to ensure that customers turn up for

appointments. Some of his friends have been very optimistic about the positive results of the use of SMS not

just on customer turn up rate, but also on cost savings. He indicated that they would be able to release some

staff from phoning customers to confirm their appointments. In the case of one of the salons, a receptionist

has been employed on a part time basis to make the calls and in the other two salons the apprentice

hairdressers were expected to do this. The cost of using such a service (sms) will be significantly less than

employing a person to do this.

The advances in technology have led to customers asking why Mindy hair does not have a Facebook and

Twitter account. More recently, some customers have been asking about an app for making appointments at

Mindy hair. Social media has also made customer loyalty far more tenuous. Sally has been talking about a

loyalty system for customers for the last 3 years. Jordan did not give this much thought, but she has slowly

come around to this idea, given the influence of social media and the fact that most of their competition has

started to move such a system.

Jordan is responsible for monitoring the income and doing the payroll for all 3 salons. Currently she is doing

this manually. Jordan would like the appointment and cash register system automated and would also like to

have income reports and payroll automated.

Mindy Hair System Requirements for the New Proposed System

On a basic level, the system needs to support the making of appointments by customers. The salons do not

just provide services like cut, blow wave and colour but also provide make up for special occasions. Sally is also

considering branching out to include more beauty services such as waxing and nail care.

Swinburne University of Technology

Semester 1 2018 INF20003 Requirement Analysis and Modelling Assignments 1 & 2 Case

1. Customers want to make an appointment for a specific type of service. Customers should be able to

call and make an appointment. Alternatively they should be able to use an online system and or an

app from their mobile phones or tablets. An appointment is usually made with a specific hair stylist or

colour consultant. Services have different lengths of time associated with it. See the appendix for the

full price list. Prices of services depend on the seniority of the stylist and consultant.

2. At the end of the service the customer should be able to pay for the service and this payment should

be recorded on the daily income report. This daily income report is used to verify the cash in the cash

3. A report should be generated 48 hours in advance for the SMS service to remind customers of their

appointments. The report should conform to the format required by the SMS service organisation.

4. A weekly income report of all income for each of the salons must be forwarded to Jordan on a weekly

basis. Jordan uses this report to monitor the income for Mindy hair. Jordan is also responsible for the

payroll on a two weekly basis. The payroll depends on the number and type of services a stylist or

consultant has performed. Hair stylists and consultants can work as many hours as they want to. But,

they have to work a minimum of 13 hours per week. The pay for stylists is based on the Pay and

Conditions report published by Fair Work Australia (See the attached report for pay rates). The

payment to each stylist depends on the number of hours multiplied by the rate of pay for a stylist or

colour consultant.

5. Each salon also needs to send a list of all product orders required by end of the business day, so the

order team can place orders punctually. Also, this information gives the management team an idea of

the popular products brands, enabling them to make decisions to update their product list.

6. Customers can also buy hair products from Mindy Hair either at the time of their service or at another

time via shops or online via their website. Currently, they have a website which is very basic and only

allows staff or customers to search for the products and services. If they identified an item(s) that they

wish to purchase, they must download a purchase order form and email it to the store. Information

about quantities of items in-stock or whether an item is out of stock is not clear on the website. The

website does not support activities such as: payments, orders, appointment booking, or handle

customer questions such as hair style consultation (this is link to the loyalty system). The management

team wish that these issues can be addressed in the new system.

7. Catalogue service is currently paper based. For the proposed system, the management wants to design

an eCatalogue which can be downloaded via their website, which can also be emailed to their loyalty

customers.

8. Security: For the new proposed system, it was agreed that for privacy and security reasons, each store

would be responsible for and be able to modify only its own data. This would apply whether data was

stored centrally or distributed in each store. Read only access would be allowed across all stores to

determine the availability of services, products and customers at other stores, but no other data (e.g.,

financial profit) would be visible across stores.

Swinburne University of Technology

Semester 1 2018 INF20003 Requirement Analysis and Modelling Assignments 1 & 2 Case

A loyalty system should also be available. At this stage if a customer has a tint or colour service they are required to fill in a form with some of their personal information and the colour consultant also record the specific colour used for the service as well as the type of service for future record. This information is used when the customer comes for any other tint or colour service. Jordan would like to see all of the paper based cards being replaced with an online system and also imagines that the loyalty system is something similar. She would like the group to make some suggestions on how such a loyalty system should work. The activities

should also include information such as customer hair style consultation, suitability of the product suggestion,

and loyalty auto discount measurement. For example, if customer has been with their business for more than a year and spent over certain amount of money during the year, then they can receive a 10% discount for their services and product orders.

Some further ideas of the new system:

Today, Mindy Hair provides hair provides hair related products and services to its

customers. It is profitable and growing. Increased competition from existing and

emerging competitors requires Mindy Hair to constantly consider seek better ways

to meet the needs of its customers. Increasingly, customers want information

services as well as products and services as part of the relationship with the stores.

Customers want the business to be aware of their likes, dislikes, and preferences,

and want the business to create a sense of community for the exchange of

information among customers. The vision of Mindy Hair is to be a market leader in

the use of technology to provide the highest-quality customer service with the

broadest range of products and services. Even though providing information services as part of relationship with

their customers is consistent with this vision, no such services are provided today. The purpose of the proposed

project is to prove (or disprove) that such customer information services will improve customer satisfaction and

lead to increased revenue and potentially increased market share. The new system should be able to help stores

and business better understand their customers, not just provide them the products and services, but rather,

how stores and business better understand and support all of customer needs for home entertainment.

Specifically, the proposed system will provide information services such as:

 Ability for customers to submit unstructured and structured comments about the products and services

which they have bought and experienced;

 Allow customers to have new products which they have heard of or experienced somewhere else with

the business;

 Allow customers to check on appointments and order, also change appointment online and update

orders before orders be placed;

 Review the inventory of items carried in the store;

 Provide loyalty services which allow loyal customers to receive a special discount for the products and

services.

Swinburne University of Technology

Semester 1 2018 INF20003 Requirement Analysis and Modelling Assignments 1 & 2 Case

Appendix (price list)

Price list

CUTS

Every consultation gives careful consideration examining face shapes, features and contours. Precise

intensive analysis is a reflection of our extensive in-house educational programme.

CUTTING

Principal Stylist Art Director Creative Director

Ladies Cut $65 $77 $95

Mens Cut $40 $50 $60

** all prices pending length, density and finish.

STYLING

Principal Stylist Art Director Creative Director

Blowave Short $40 $40 $40

Blowave Med/Long $50 $50 $50

Blowave Extra Long $60 $60 $60

Hair Up $60 $70 $85

MAKEUP

Make Up Artist Principal Make up

Artist

Creative Director

Make up $65 $75 $95

FOILING

All including toner.

Senior Technician Head Technician Technical Director

Half Head $80 $100 $110

Full Head $140 $165 $175

Swinburne University of Technology

Semester 1 2018 INF20003 Requirement Analysis and Modelling Assignments 1 & 2 Case

Individual Foils $5 $5 $5

Refresh Toner $15 $15 $15

TINT

Senior Technician Head Technician Technical Director

Regrowth $70 $70 $70

Short $80 $80 $80

Medium $90 $90 $90

Long $100 $100 $100

COLOURS / FOIL & TINT

Colour consultations explore a client’s eye colour, skin tone, wants, needs and lifestyle . We offer

directional advice, believing it is paramount in stimulating creativity for new ideas or for the refreshment

of existing colour.

FOILS & TINT

All including toner.

Senior Technician Head Technician Technical Director

Short $125 $145 $155

Medium $135 $155 $165

Long $145 $165 $175

INOA (ammonia free colour)

Senior Technician Head Technician Technical Director

Regrowth $85 $85 $85

Short $95 $95 $95

Medium $105 $105 $105

Long $115 $115 $115

** all prices pending length, density and finish.

BRIDAL HAIR Quote on consultation.