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INTEGRATIVE LEARNING PROJECT: FINAL
Interactive Learning Project: Final
James R. Bailey
School of Business, Liberty University
BUSI 650-D04: Operations Management
Dr. Yongli Luo
May 6, 2022
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INTERACTIVE LEARNING PROJECT: FINAL
Table of Contents
ABSTRACT........................................................................................................................................................... 5
INTRODUCTION.................................................................................................................................................. 6
ORGANIZATIONAL SETTING................................................................................................................................. 6
MISSION OF THE ORGANIZATION.....................................................................................................................................7
INTERNAL AND EXTERNAL CUSTOMERS............................................................................................................................. 7
VALUE ADDED TO THE ORGANIZATION.............................................................................................................................8
ROLE OF CHRISTIANITY IN THE ORGANIZATION...................................................................................................................9
INTEGRATION OF CHAPTER CONCEPTS TO THE ORGANIZATIONAL SETTING........................................................ 10
SIX SIGMA................................................................................................................................................................ 10
Importance of Six Sigma.....................................................................................................................................10
Benefits Offered to Spotify..................................................................................................................................11
Relevance to Operations Management..............................................................................................................11
Process for Implementation................................................................................................................................12
INNOVATION............................................................................................................................................................. 12
Importance of Innovation...................................................................................................................................13
Benefits Offered to Spotify..................................................................................................................................13
Relevance to Operations Management..............................................................................................................14
Process for Implementation................................................................................................................................14
BRAINSTORMING........................................................................................................................................................15
Importance of Brainstorming..............................................................................................................................15
Benefits Offered to Spotify..................................................................................................................................16
Relevance to Operations Management..............................................................................................................16
Process for Implementation................................................................................................................................17
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PRODUCTIVITY...........................................................................................................................................................18
Importance of Productivity.................................................................................................................................18
Benefits Offered to Spotify..................................................................................................................................19
Relevance to Operations Management..............................................................................................................19
Process for Implementation................................................................................................................................20
MASS CUSTOMIZATION............................................................................................................................................... 21
Importance of Mass Customization....................................................................................................................21
Benefits Offered to Spotify..................................................................................................................................22
Relevance to Operations Management..............................................................................................................22
Process for Implementation................................................................................................................................23
STAKEHOLDERS.......................................................................................................................................................... 24
Importance of Stakeholders................................................................................................................................24
Benefits Offered to Spotify..................................................................................................................................25
Relevance to Operations Management..............................................................................................................26
Process for Implementation................................................................................................................................26
BENCHMARKING........................................................................................................................................................ 27
Importance of Benchmarking.............................................................................................................................27
Benefits Offered to Spotify..................................................................................................................................28
Relevance to Operations Management..............................................................................................................29
Process for Implementation................................................................................................................................29
EFFICIENCY............................................................................................................................................................... 30
Importance of Efficiency......................................................................................................................................30
Benefits Offered to Spotify..................................................................................................................................31
Relevance to Operations Management..............................................................................................................31
Process for Implementation................................................................................................................................32
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CONCLUSION.................................................................................................................................................... 33
REFERENCES...................................................................................................................................................... 34
APPENDICES...................................................................................................................................................... 37
ACTION PLANNING..................................................................................................................................................... 37
OPERATING PLAN....................................................................................................................................................... 40
COMMUNICATION OF PLAN..........................................................................................................................................41
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Abstract
This project will cover Spotify as a company, along with its specific organizational
setting. This will further discuss the mission of the organization, internal and external customers,
the value that is added by allowing a fresh take on improving protocols, and the role of
Christianity in the organization. There will also be eight ideas and principles discussed that
Spotify should consider for the streamlining and improved efficiency of their organization. There
will be specific methods and processes for implementation discussed, along with the benefits of
each as they specifically relate to Spotify. The field of operations management will also be
discussed, along with its relation to each Key Concept. Lastly, there will be specific plans, in the
form of appendices, that will show in a visual form the implementation of the processes as it
relates to the goals of the organization. The objective of this project is to find specific ways that
Spotify can improve their overall processes as an organization, along with the benefits of
implementing the changes themselves.
Keywords: Spotify, process improvement, benefits, implementation, mission, customers
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Introduction
Spotify is a music streaming and curation platform that allows artists and consumers to
connect through music. Like any other business, they must focus on growth and the processes to
implement growth that will remain sustainable. Spotify would benefit by focusing on key areas
of improvement and by enhancing and enriching certain principles to help in their desire for
growth. These areas of improvement and necessary principles include Six Sigma, innovation,
brainstorming, productivity, mass customization, stakeholders, benchmarking, and efficiency.
Spotify can use these areas of improvement and principles to further grow their global
brand and to ensure that any future growth is sustainable no matter what happens in the market
itself. The key goals of any business or organization is to increase profits and to appease
stakeholders. By implementing these policies and focusing their attention on the areas that can
help them increase their own levels of success, Spotify will work towards achieving these goals
and ensuring that their company thrives moving forward. This company was chosen for this
project due to its global brand name recognition, its potential for future growth, and the ability
for the company to easily implement the necessary policies and procedures to begin their likely
ascension in their market.
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Organizational Setting
There are several important aspects that must be taken into account when looking at a
company and their target markets. First, the company’s mission statement sets the tone in
describing the products or services that are offered, as well as the intended markets for their
products or services and what sets them apart from their competitors. Likewise, a company must
know who their customers are, as well as what value can be added by the introduction of new
and refreshing ideas. Lastly, when looking at a company from a Christian or Biblical perspective,
there must be consideration for how Christianity factors into the company’s decisions. This paper
will analyze these key points about Spotify.
Mission of the Organization
The mission statement for Spotify is “to unlock the potential of human creativity—by
giving a million creative artists the opportunity to live off their art and billions of fans the
opportunity to enjoy and be inspired by it” ("Spotify — About Spotify", 2022). This mission
statement encompasses the product or service they offer (music streaming), along with their
intended markets (both musical artists and their associated fans) and the service that is offered is
distinct from other streaming services (their focus is on inspiring human creativity through their
service rather than simply focusing on increasing their revenues through sales). These are all
important factors to consider when looking at the company’s overall mission, especially if the
company wishes to establish what their goals are and who exactly they are intending to reach
through offering their service. By establishing the mission of the organization, it will provide
customers, shareholders, and company executives with a solid foundation for what the company
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strives to be, what their company stands for, and what their offering means to each of these
groups of interested parties.
Internal and External Customers
As a streaming service for music, Spotify has both internal and external customers that
help to make up the unique dynamic of the company. The internal customers of the company are
the artists that curate the content that is then available for the end-user. Although they are not
employees of the company directly, they serve as a bridge from the company itself to the end-
user by providing the content that the company then gets to market to their external customers.
Their external customers would be the subscribers who pay a monthly subscription fee to enjoy
the music that the company provides through the artists themselves. While it is an interesting
dynamic that relies on both the internal and external customers to foster growth and capabilities
beyond what they could do without one or the other group, it also requires a great deal of work
on the company leadership and management to ensure that both sets of customers feel important
and are given what they need in return for their support (whether this be in the form of royalties
for the artists or the specifically-curated content that the end-users have come to love and
respect).
Value Added to the Organization
As both an avid lover of music and a seasoned business owner and executive, I feel as if I
would be able to provide clarity for the company as they seek to achieve their goals that are set
forth in their mission statement. Their goal is to not only appeal to the artists and the end-users
but also to spark human creativity throughout the process and this is something that can truly be
a very intricate process. As an aspiring Master of Business Administration who has started
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multiple businesses and who has also been a passionate music enthusiast for my whole life, I
could bring an outside opinion to the company that would provide clarity on what the external
customer and end-user wants out of the service. The company is likely full of people who can
communicate and sympathize with what is best for the artists, but there needs to be adequate
representation for the external customers who are willing to pay a fee in exchange for
specifically curated content. The need for this type of representation for both the artists and the
customer base requires the company to seek out people who have business backgrounds who can
help ensure that both have a voice and a path forward in the future dealings of the company.
While I have been a longtime subscriber of Spotify and have seen personally how the company
has been able to grow, I can also see that they need a customer who has a business background
who can not only see what the end-user desires but also what is best for the business financially,
what is best for the artists and their own compensation, and ultimately what is necessary to help
spark the wave of human creativity that they seek in their mission statement. I feel that I would
be an integral part of the organization and could bring to light a new perspective, new strategies,
and new ideas for innovation that could help Spotify to grow past their own forecasts.
Role of Christianity in the Organization
While Spotify does not market their company specifically as a Christian organization,
there are some aspects to their business that help reach others for Christ and advance one’s own
faith. First, there are many songs that fall under the genre of Contemporary Christian, Worship,
and gospel, among other Christian genres, that help to promote the message of the Scripture to as
many people as possible through music. This allows people to worship in the comfort of their
home, their car, or wherever they are to help them feel more connected to Jesus whenever they
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need him. There is also the option of specifically curated playlists of music, which can be made
by members themselves or specifically tailored by the company to compile like songs into one
easy-to-navigate playlist. These playlists allow members to share their favorite songs with others,
which can make the process of finding something to listen to easier for others.
Secondly, the company does something similar but in the form of Christian podcasts.
There are many options for these Christian podcasts, and they even extend this option past just
their premium members and offer listeners to hear podcasts on Spotify’s free version ("Play free
on mobile - Spotify", 2022). This is important because it may allow people who listen to
podcasts, who may not normally listen to Christian podcasts, to find one by exploring the options
within the app or website. The number of Christian options, whether in the form of songs
themselves, playlists curated by users or by the company themselves, or podcasts, likely allows
Christians to feel that they are adequately represented by the company and that the company’s
diversity extends to Christianity, despite their vast array of other genres.
As the Bible states in Colossians 3:16, “let the word of Christ dwell in you richly,
teaching and admonishing one another in all wisdom, singing psalms and hymns and spiritual
songs, with thankfulness in your hearts to God” (English Standard Version Bible, 2001). The
passage of Scripture not only states the importance of singing psalms, hymns, and spiritual songs
but also the fact that doing so shows thankfulness to God. Spotify’s inclusion of many genres and
types of Christian music allows listeners to sing these spiritual songs to God and show their
thankfulness to Christ through song as the Bible teaches Christians to do.
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Integration of Chapter Concepts to the Organizational Setting
Six Sigma
One of the most important tools that Spotify can use to promote and sustain their
necessary growth is Six Sigma. This principle is not only important in the world of business, but
it also offers specific benefits to Spotify and how they operate their business. Likewise, there is a
direct correlation to the field of operations management, and there is a process for the effective
implementation of the principle that could help set Spotify apart from the rest of their market.
Importance of Six Sigma
Ahmed et al. (2020) found that “the Six Sigma methodology utilizes both qualitative and
quantitative methods to develop understandings of the processes and their interactions with the
environment” (p. 211). The use of Six Sigma in a business allow defects and process deficiencies
to be discovered, analyzed, and improved upon for the rectification of any shortfall. This is
important because it not only allows for process improvement but also the detection of any areas
of necessary changes that will help to streamline the processes. The implementation of this
principle also allows companies and businesses to identify critical success factors (CSFs), which
are necessary pieces of the overall production and manufacturing process that must be achieved
for the company to grow the way that they are forecasting.
Benefits Offered to Spotify
By identifying the CSFs and successfully implementing Six Sigma protocols into their
business planning strategy, Spotify will likely get a new outlook on what must be included in
their future planning for the direction of the company. In fact, Singh & Singh (2020) found that
“Identifying these factors would give SME managers a set of practices (factors) to consider in
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strategic or tactical plans for the implementation of Six Sigma” (p. 154). The information that
could be gained from implementation would not only benefit the future planning stages of the
company but also would allow them to note any deficiencies in their processes, whether it is on
the side of their artists (internal customers) or their subscription-based customers (external
customers). Each process must be streamlined and analyzed from a logistical viewpoint to
improve revenues, appease stakeholders, and improve upon the efficiency and productivity of
Spotify.
Relevance to Operations Management
The implementation of Six Sigma is an important aspect to the field of operations
management. There is an importance to using different techniques for implementation into new
businesses and focusing on how the company can improve upon their own processes from a
revenue and planning standpoint. There is also a key importance to the intricate factors that make
up successful implementation, or the CSFs, that can make or break the successful
implementation of this principle into any type of business. This is important to note, because the
field of operations management focuses on managers and executives having the necessary tools
to properly implement changes and improvements to their underlying processes.
Process for Implementation
The process to implement the principle of Six Sigma into Spotify begins with identifying
a process or method that produces deficiencies within the business cycle. Once the process is
identified, there needs to be a specific team or task force designated to be the implementation
team. A team leader needs to be chosen that not only has experience in the field but has
experience with the music streaming business to understand how to streamline their specific and
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tailored processes. This team should not only focus on the specified deficiency but also on any
other deficiencies that are noted in the initial phase. This focus will help implementation
tremendously, and will help to show where most the team’s man hours need to be positioned.
Once better strategies and tactics are expressed, the team should move to a training mode, where
the employees of the company are trained by the team leader and members on both the processes
that contained major deficiencies as well as the specific methods that were uncovered to help
correct or minimize them in the future. Although successful implementation will not be an easy
task, a focused strategy and a focused team will help the implementation much easier on all
parties involved.
Innovation
Another important idea that can help Spotify reform their current business model is the
idea of innovation. Bodlaj & Čater (2019) noted that “the fostering of innovation has been
identified as a key driver of smart growth” (p. 417). In the case of Spotify, smart growth is
necessary to prevail and thrive over competitors in the market, such as Apple Music and Amazon
Music. In a market that is not only constantly changing but also almost solely dependent on
technology, there is a constant need for change and innovation to take place for the company to
remain competitive. Spotify could greatly benefit from allowing additional ways to innovate and
allowing a new wave of creativity from everyone within their organization.
Importance of Innovation
There is a need from all major companies that operate in modern society to change with
new levels of technology, and none perhaps as important as music streaming services that rely
almost solely on technological devices to deliver their product/service to the end consumer.
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There is also an importance for Spotify to examine varying levels of market turbulence, as it can
have major implications of the effectiveness of innovation within an organization. In fact, Bodlaj
& Čater (2019) found “that both market and technological turbulence increase the perceived
importance of innovation” (p. 417). With this knowledge of how different factors can affect the
effectiveness of innovation, it is important for the company to understand that there are external
variables and factors that must be taken into account for necessary innovation to be effective in
the long-term planning stages. This principle is important to not only advance the company in
their own respective market but also to foster a spirit of creativity and inventiveness among their
employees and managers.
Benefits Offered to Spotify
By fostering a spirit of creativity and inventiveness among their employees and
managers, Spotify will gain the added benefit of their employees feeling as if they are an integral
and respected part of the organization. Many organizations simply make decisions at the
management level with no regard to the feelings or thoughts of the employee themselves, and
Spotify can show their employees that their thoughts are valued and that they play a part in the
decisions that are being made in the company overall. Likewise, there is a benefit in the potential
for generative learning among their employees. Generative learning “happens when
organizations are prepared to question long-held assumptions about their mission, customers,
capabilities, or strategy. It requires a new way of looking at the world based on the
understanding of key issues” (Domínguez Escrig et al., 2019, p. 1105). This principle of
innovation challenges the existing thought processes and inspires a new level of creative thinking
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that would benefit Spotify greatly and allow them to potentially improve upon their own
processes to gain competitive advantage over their competitors.
Relevance to Operations Management
The principle of innovation can have major implications to the field of operations
management. First, there is the need for managers and executives to understand that there are
external variables that must be considered for true innovation to occur. If these variables are not
considered, it can severely hinder the effectiveness of ideas that are presented, as the outside
forces can potentially sway how constructive these new ideas are for the company. Likewise, this
principle is important to the field of operations management because it shows that there are
different methodologies that can be utilized, even outside of the thought processes of upper
management, to achieve true innovation. If innovation is truly a collective practice within
Spotify, it can prove to upper management that being understanding of the need for smart
innovation decision-making can potentially pay huge dividends to the growth potential of the
organization and the way that it plans for future growth and the ability to streamline their own
processes.
Process for Implementation
The process for successful implementation begins with identifying specific needs for
innovation and which needs will contribute to the desired growth that Spotify is seeking. After
successfully identifying where innovation is needed, the next step for management is to prioritize
the needed innovations into categories of what the company should strive for and in what order.
This prioritization will help to place emphasis on both the most necessary changes and the
changes that will contribute in the biggest way to the goals of the organization. After successfully
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prioritization, there must be a financial analysis done to determine which changes can be done
from a monetary standpoint and which changes must be budgeted for in future financial
projections. This plan will allow for Spotify to not only determine which areas that they are able
to focus on changing in the short-term and which areas must be included in their long-term
projections and analyses.
Brainstorming
The idea of brainstorming is important to the future planning procedures for Spotify, and
it should be included as a necessary feature of their planning stages. Curhan et al. (2021) found
in their research that “for more than 60 years, the most widespread approach to generating
creative ideas in groups has been the process of “brainstorming”” (p. 1256). The generation of
new ideas is crucial to any organization and can prove important to Spotify in particular. The
company must be willing to allow creation and thought-provoking conversations to happen for
their goals and dreams to align with what can realistically be accomplished.
Importance of Brainstorming
The idea of brainstorming is important not only in a group setting but also through the
many technological advances that are available to companies today. There is the ability to
brainstorm in person in a group setting, which is known as nominal brainstorming (NBS). With
an increasing number of video call platforms available on the market today, there is the ability
for brainstorming to occur in electronic settings, also known as electronic brainstorming (EBS).
Maaravi et al. (2020) found that “in EBS sessions, members type ideas individually into their
electronic device to be shared with other members using their devices. EBS, therefore, shares
NBS’s advantage of overcoming the “productivity gap”, yet isn’t limited by the requirement for
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physical proximity” (p. 1435). The principle of brainstorming is important because it allows
companies like Spotify to bring groups of people together, often with different ways of looking at
things, to enhance the level of productivity that a company can expect to experience.
Benefits Offered to Spotify
If implemented in an effective manner, the idea of brainstorming would allow Spotify to
explore creative avenues and thought processes that the upper level of management may not have
been able to come up with. There are always different ways of looking at a problem, and
solutions that are talked about in brainstorming sessions can help Spotify come up with the best
way to accomplish a task and allow creative thinking to take place in a group setting. There is
also the benefit of brainstorming to identify issues that may present a problem and allow creative
thinking to come up with a solution as well. This is important because the problems that are
presented in these brainstorming sessions may be issues that management was not previously
aware of, but this allows problems to be presented and even potentially solved, all in a group
setting of like-minded individuals.
Relevance to Operations Management
This idea is also relevant to the field of operations management in two ways: by allowing
new ways of implementing group sessions and the role that criticism plays in the effectiveness of
brainstorming sessions. First, there is the need for protocols to be put into place that help find
new ways for ideas and solutions to the problems that the company faces. This can be
accomplished by introducing or reinventing electronic brainstorming sessions, and allowing
technology to play a major part in the way that new ideas are curated. There is also a relevance in
the need for criticism, both constructive and cooperative, to be used in a group setting to allow
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conflict resolution to occur organically. The introduction of group sessions into the company’s
culture will almost inevitably be some form of criticism presented, and will allow members of
the group to learn to work through this type of conflict for the greater good of the company.
Process for Implementation
The process for Spotify to implement new brainstorming sessions begins with analyzing
which group setting the company would benefit more from. Since Spotify is driven by
technology, the best option is to conduct an electronic brainstorming session once a week. The
members need to be made up of the social media team, a representative from the upper-level
management, the design and curation team, and anyone else who may have first-hand knowledge
of the problem that the company is trying to solve (i.e., employees who have personally
experienced the problem and have ideas on how to fix it or employees whose job has been
personally affected by the problem itself). After selecting the proper members, which may
change from session to session depending on the problem at hand, the next step is to define a
specific agenda so the session stays on topic. Effective brainstorming is only as effective as the
topics of discussion, so these should be limited only to relevant topics. There should also be
someone designated to take notes, or minutes of the meetings, to ensure that they topics
discussed are on-topic and productive in nature. The results of these sessions should be shared
with upper-level management to identify problems and come up with potential solutions at the
same time. If implemented correctly, these sessions could prove very beneficial to Spotify and
could help them advance their own plans and agenda to remain competitive in their own specific
market.
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Productivity
“Employee’s productivity and how it could be enhanced is central to the concern of
industries and organizations, therefore many organizational scientists, are very much interested
in different schemes and techniques related to employee’s productivity and its growth” (Daniel,
2019, p. 41). Companies, including Spotify, are only as productive as their employees. This
means that the level of productivity that a company experiences should be one of the main
focuses of each decision that they make, and anything that can affect productivity should be
carefully examined to determine if there are any long-term effects on the company itself. Spotify
should focus their attention on the productivity within their workforce and ways in which they
can improve upon it in the future.
Importance of Productivity
The necessity for any company to maintain high levels of productivity among their
employees cannot be understated, and this is no different for Spotify. In the age of technology,
the bar is set very high for companies that rely on these devices heavily to distribute their
product or service. If a particular process within the business model is unproductive or less than
the optimal amount of productivity, it can affect every other process within the model in a
negative way. Spotify is constantly trying to compete with competitors in its own market and
ensuring optimal levels of productivity in the business is key to not only maintaining their status
in the market but also in growing organically among its competitors. If a company like Spotify
can improve upon these levels of production in every facet of their business model, they will
likely see improvements among their entire cycle of operations, see improvements in the
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happiness and job satisfaction of their employees, and be well on their way to the growth that
they have forecasted for the future of their company.
Benefits Offered to Spotify
The rise in technology allows technology-driven companies like Spotify the benefit of
using voice-based digital assistants, such as Amazon’s Alexa, to improve upon productivity
levels. Marikyan et al. (2022) found that “in the work context, the recent increasing use of voice-
based digital assistants has been largely fueled by the Coronavirus (COVID-19) pandemic,
leading organizations to consider a greater usage of the work-from-home pattern to ensure
business continuity” (p. 572). In the changing environment that has followed this pandemic, the
shift to a more digital working environment could have a major impact on how Spotify operates
their business. This could pave the way for work-from-home opportunities for certain employees,
which could greatly increase employee job satisfaction rates, and could provide the benefit of
innovating and making necessary changes to keep up with how technology constantly changes
the business culture. By allowing employees to use these assistants at work and allowing the
ability for some to work-from-home or telework, the levels of productivity will likely increase
and contribute to the growth that Spotify is seeking.
Relevance to Operations Management
The use of voice-based digital assistants is important to the field of operations
management because it works to close the gap on how artificial intelligence, or in this case
advances in technology, can supplement the workforce and make the job easier without replacing
people and taking over a particular job. There is often a belief that artificial intelligence is meant
to take over certain jobs and replace humans in these jobs, but the use of these assistants can help
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bridge the gap and create a bond between humans keeping their jobs and the inevitable rise in
artificial intelligence in a business setting. There is also an importance to incentives for
employees as it relates to operations management. When a company is trying to figure out how
to make employees more productive, one way in which that is possible is through incentives for
employees. Incentives can come in the form of money, additional benefits such as paid time off,
or really any perk that they company thinks will motivate the employees to be more productive.
By implementing certain incentives, Spotify can likely raise the level of productivity while
providing for a competitive nature among their employees that sees them striving to be better so
that they may earn certain benefits that the company is offering. The field of operations
management plays a major part in both strategies, which allow for transformation and adaptation
to take place in the ever-changing music streaming market.
Process for Implementation
The process for Spotify to implement these strategies includes the ability for employees
to either use a digital assistant to make their job easier or to allow them the ability to work-from-
home on certain occasions. There should be a rotation where some employees have scheduled
remote days and others do not, mainly the jobs that require the employees to be present daily.
The employees who are unable to work from home at a minimum should be given the option to
use a digital assistant in the course of their duties, and one should be provided to each employee
by the company itself. This can be accomplished by coming to an agreement for a contract with
Amazon to be Spotify’s sole supplier of digital assistants, which would help both companies in
their own way. Likewise, there must be an incentive program in place that Spotify closely
monitors that rewards employees who go above and beyond in the performance of their duties.
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The rewards should include quarterly bonuses, additional paid time off, and the option for formal
recognition in the form of an award structure (i.e., Employee of the Month). The rewards and
levels of productivity increases that occur should be closely monitored by company executives
and annotated which employees are constantly improving or becoming more productive. By
offering an incentive structure, Spotify can help ensure that the employees will work to be more
productive in hopes of attaining the additional rewards that are available.
Mass Customization
The principle of mass customization is also important to implement into the planning
stages of Spotify. Trentin et al. found in their research that “mass-customization capability
(MCC) denotes the ability of an organization to provide customized products/services that fulfill
each customer’s idiosyncratic needs without substantial trade-offs in cost, delivery, and quality
performance” (p. 1025). Mass customization allows for the end user to feel as if they are getting
the best version of a product or service and that the company cares about their own unique needs.
This principle, if correctly implemented, can allow technology-driven companies like Spotify to
produce a more catered and curated product/service to their end consumer by understanding what
each consumer wants from a different perspective.
Importance of Mass Customization
The idea of mass customization is important to companies like Spotify because it allows
for the end user to feel that the company has their best interests as heart in their decision-making
processes. The company must consider all factors that relate to the levels of customization and
how they can specifically curate their products or services to each end user in an individualistic
way. There is also a unique importance in understanding and appealing to cultural differences
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among the customer base. “The effectiveness of mass-customized and personalized solutions
hinges on consumers’ personality (e.g., narcissistic tendencies) and their cultural background
(e.g., a country’s level of uncertainty avoidance) (de bellis et al., 2019, p. 1061). One variation of
a product or service may not be the best option for customers in different countries or with
different cultural backgrounds, so it is important to take these into consideration when planning
how available products and services can be tailored.
Benefits Offered to Spotify
There are specific benefits that Spotify would enjoy if they were able to implement
varying levels of mass customization. First, there would be the notion from their customers that
the company truly cares about the needs of each customer and the levels of satisfaction from the
customers would likely increase because of this. There is an innate need for people to feel as if
they are free to express themselves in the products and services that they choose, and companies
that allow customization help to fill that need. The ability to offer customized content also
promotes new subscriptions and allows potential customers to feel as if their specific needs will
be addressed if they pay for the company’s subscription services. There is also the benefit of
celebrating cultural diversity that Spotify could take advantage of and they could let their
customers know that they appreciate differences that exist among their customers. Throughout
the world, there are many different cultures and cultural differences that make up current and
potential customers that Spotify is reaching and hope to reach. By offering content that meets the
different needs of their potential customers, Spotify can adequately market their products and
services to new potential customers throughout the world.
24
INTERACTIVE LEARNING PROJECT: FINAL
Relevance to Operations Management
The process of mass customization can be used in the field of operations management to
help differing levels of management understand the needs of each individual consumer.
Managers and executives alike must be committed to tailoring the product offerings to their
current, paying customers as well as marketing them to new groups and types of customers.
Companies must always be willing to change to reach new customers and work towards the
forecasted growth that they expect to achieve. There is also a need for leadership to not only
appreciate cultural diversity on a global scale but also to effectively market to new cultures with
specifically curated offerings. The ability for global brands to achieve increasing levels of
success in countries throughout the world depends on their ability to adapt their services to each
individual market that they wish to break into. These are things that managers and executive
leadership must take into account and that must be a part of operations planning in the future to
enjoy the additional success that they seek.
Process for Implementation
The specific process for Spotify to implement mass customization begins with
specifically curated content from around the globe. The leadership team must find which
countries and regions around the world that are currently not represented by their current music
catalog. By identifying these gaps, the company can begin to search for new artists that can fill
that void and help to market to new customers. The introduction of new artists in
underrepresented countries around the world also ties into the ability for the company to
specifically curate playlists based not only on listening history but what is the most popular
music choices in the country that each subscriber resides. There must be an increase in the
25
INTERACTIVE LEARNING PROJECT: FINAL
curated playlists, and Spotify will likely see that by working to influence the music choices that
are put in front of each customer, they see customers branching out to listen to music they may
not have heard before. There must also be the ability for customers to “like” or “dislike” a song
choice to send the appropriate data back to Spotify. This will help the existing algorithm continue
to curate tailored songs and playlist based not only on location but also the specific listening
desires of each person individually. By instilling these new principles and continuing to cater to
consumers the way that they always have, Spotify will be able to offer mass customization to
each consumer in a truly individualistic way.
Stakeholders
Stakeholders are an integral part of any company, and Spotify is no different.
Stakeholders rely on the company in one way or another, and count on leadership to make
decisions that will increase the company’s revenues and decrease their bottom line. Leadership
within the company must be focused not only on increasing revenues but appeasing the
stakeholders in the process. Although some company’s stakeholders may not take as much of an
active role in the decision-making processes, the leadership and management must still make
decisions that will appease the stakeholders in the long term. Stakeholders are one of the most
important parts of any company, and thus they must be happy with the decisions that are made
for the future direction of the company.
Importance of Stakeholders
Vitolla et al. (2019) found that “the management of communication activities has a
significant impact on stakeholder relationships, and it is critical for the medium- and long-term
success in terms of the extension of the company's stakeholders and their contributions” (p.
26
INTERACTIVE LEARNING PROJECT: FINAL
1591). This speaks to the importance of being open, honest, and transparent with stakeholders
about the decisions that are made and their importance to the company overall. There is also the
need to increase the number of stakeholders in the company by making an investment into the
company more attractive to potential investors. This can be accomplished by planning for the
future in an effective manners, as well as increasing the revenues of the existing stakeholders to
show potential investors that there is money to be made in return for their investment into the
company. All companies must work to appease their stakeholders and bring additional
stakeholders to the team by adequately planning for future needs and expenses and by growing
the customer base annually.
Benefits Offered to Spotify
There are specific benefits offered to Spotify by working to appease their stakeholders.
First, there is a climate of corporate social responsibility (CSR) that all companies look to
achieve to make a difference in the world and simultaneously improve their own reputation. For
CSR to be effective in a business setting, they “should positively affect societal outcomes and be
expressed through corporate communications, with the intention of informing and influencing
the firm’s key internal and external stakeholders in a way that is seen to add value” (Khuong et
al., 2021, p. 3). Spotify should work to inform their stakeholders about what societal outcomes
they can achieve by focusing on corporate responsibility and make a plan to continue to play a
role in changing the world for the better. The company can benefit from reducing their own
footprint on the globe and by doing their best, in the eyes of current and potential customers, to
take a stance and action on issues that their customers deeply care about. There is also an added
benefit of holding the company accountable when stakeholders are involved, specifically the way
27
INTERACTIVE LEARNING PROJECT: FINAL
that they are informed on the decision-making processes that take place. Spotify must work
diligently to appease their stakeholders, in both financial and non-financial ways, which in turn
helps hold company executives accountable for the decisions that they make. There will always
oversight in a company this size, and with the knowledge that stakeholders must be informed
about decisions that affect the future direction of the company, this oversight can play a huge role
and be a major benefit to the company and the impact that it has on their own personal and
professional accountability. The oversight that many stakeholders provide can be very beneficial
to ensuring that decisions are in the best interest of the company and all involved parties.
Relevance to Operations Management
Stakeholders play a major role in relation to the field of operations management. There
must be an appeasement of stakeholders for there to be a reciprocal increase in the CSR and
overall reputation of the company. The more that stakeholders are involved in the company and
its stance on CSR principles, the more likely an increase in corporate reputation that the
operations managers and stakeholders will see. Likewise, there is a direct relationship between
integrated reporting (IR) and the field of operations management. IR comes in both financial and
non-financial forms, and both must be used by operations managers to relay information to
stakeholders. By adequately reporting the necessary information to stakeholders, managers can
ensure that there is an open line of communication between all involved parties and can plan for
the needs of the business. Operations managers play a vital role in reporting information to
customers and employees alike, but perhaps their most important avenue to relay information is
to the stakeholders that have a vested interest in the success of the company overall. Both the
CSR and IR portions of Spotify are important pieces that operations managers must not only
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INTERACTIVE LEARNING PROJECT: FINAL
consider but focus on to ensure stakeholders and executives have the necessary information to
make the best decisions for the company.
Process for Implementation
The process to strengthen ties with stakeholders begins with open lines of communication
between corporate leadership and stakeholders to ensure information gets passed along in the
most effective manner possible. This begins with monthly and quarterly meetings between
corporate leadership and stakeholders to ensure information does not get lost in translation. In
addition to these scheduled meetings, there needs to be quarterly and annual financial reports
prepared for stakeholder review. This not only works to hold corporate leadership accountable
but also to ensure that stakeholders have the most accurate information regarding the company’s
finances. The financial aspects of the business allow leadership to make the best decision for the
company, even the tough decisions if the company starts losing money. There also needs to be an
appointed stakeholder liaison, or representative, that acts as the bridge between the company’s
leadership and the stakeholders. This will help to ensure that information does not get lost in
translation and that there is the necessary direct line of communication in place between all
concerned parties.
Benchmarking
The idea of benchmarking is another important concept when discussing how companies
can improve upon their own processes. Kulikowski (2020) found that benchmarking, defined as
“the practice of comparing business processes to improve performance – has evolved as a useful
and sound managerial decision-making tool” (p. 721). The idea of improving performance based
on existing practices and procedures, and finding ways to improve upon them, can have major
29
INTERACTIVE LEARNING PROJECT: FINAL
impacts and ramifications on a company’s ability to increase their own production and
performance. By implementing this strategy into existing planning stages for the company, they
can look to improve upon the processes that they already have in place to continue to evolve into
the company that they strive to be.
Importance of Benchmarking
The principle of benchmarking is important to existing company culture, as it allows
executives and leadership to look at processes that can be improved upon to make the company
more efficient overall. When a company looks at processes that other companies have and
compares them to their own, it gives them a good gauge of where they are in comparison to their
competitors. This also allows businesses to think of different ways that their own business can
improve upon their own processes and streamline their processes based on a more efficient way
of performing certain tasks. The major importance lies in the ability of company executives to
perform adequate research of other companies in their market to ensure that their own processes
are competitive in nature and performed in the most productive and effective manner possible. If
benchmarking is done properly, companies like Spotify can continue to improve upon their own
processes and can ensure that they are constantly changing to improve their own products and
services.
Benefits Offered to Spotify
There is a major benefit that Spotify can gain from implementing an effective
benchmarking model into their business operations. While benchmarking cannot be used as a
substitute for critical thinking, there is evidence to support the idea that benchmarking helps
businesses diagnose issues in their own model and helps them to find the way forward to achieve
30
INTERACTIVE LEARNING PROJECT: FINAL
the optimal level of growth in the market. There is also proof that implementing benchmarking
through building information modeling (BIM) can help companies deliver necessary results in
developing countries. Olawumi & Chan (2019) found that “the established BIM benchmarking
tool will provide a valuable tool for developing countries with low or infant BIM industry and
will assist both client organizations and project consultants in gauging the level of BIM
implementation in their projects” (p. 1225). This is an important benefit that will allow Spotify to
enter new, developing countries, as it will allow them to use strategies, tools, and specific tactics
from other companies to identify any potential barriers to entry that may or may not exist in
these developing countries. By looking at benchmarking through a global lens, it will allow
Spotify to break into new markets and ensure success in these new countries when they start
operating there.
Relevance to Operations Management
The use of benchmarking plays a major role on the job of operations managers, as it is up
to them to ensure that they use policies and strategies that make them competitive in their own
market. They must ensure that the policies that are working for other companies will also work
for Spotify, and they must be able to tailor specific tactics to the specific needs of the company.
Likewise, the ability of operations managers to enter new countries through benchmarking shows
the importance of having an adequate benchmarking model to facilitate appropriate expansion.
An adequate model will help to ensure that there is enough data and information to reform the
specific processes that will help streamline processes and help in future operational planning.
Lastly, benchmarking is important to the field of operations management as it allows for
companies to become more sustainable through research. There is a major push in modern
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INTERACTIVE LEARNING PROJECT: FINAL
business culture for companies to become more sustainable. By properly utilizing a
benchmarking model to give a good comparison, companies like Spotify can find ways to
become more sustainable in their own processes and strategies that are already working for other
businesses and corporations.
Process for Implementation
The process for implementing a functioning benchmarking model begins with identifying
a team that will be committed to supporting the operations managers and physically conducting
the research, through means such as interviewing, reading articles and financial reports of other
companies, and finding companies with similar business models, that will allow the appropriate
data to be collected. This data should then be analyzed by the same team to show what other
companies are doing in their own processes that could potentially be tailored to Spotify. After
compiling the data and coming up with their own suggestions on what processes could be
improved upon, the team will prepare an all-inclusive report that will serve as a guide for
executive leadership to use in their own planning stages and upcoming operations plans/goal
setting. The benchmarking team will consistently update the necessary information, after
conducting research and compiling the associated data, and will be ready to field any questions
from operations managers or executive leadership on specifics of how other companies are
operating as it relates to certain processes.
Efficiency
The final tool that will help Spotify achieve their financial and operational goals is to
improve upon their own efficiency. If a company wishes to become more efficient, they must
take the necessary steps to not only identify the processes that can be streamlined but also to find
32
INTERACTIVE LEARNING PROJECT: FINAL
ways to make their processes and their employees work in a more efficient manner. These steps
include increasing employee engagement, cutting unnecessary parts of the process, and
constantly updating the data to ensure that the company keeps up in the best way possible with
the changes in the market that are bound to occur. Flexibility is key in increasing efficiency, and
the company must remain flexible to adapt to the changing needs of the company itself.
Importance of Efficiency
The idea of efficiency is important to companies like Spotify because they must remain
efficient if they wish to remain competitive in the market. One of the ways that they increase
their own efficiency is through last-mile delivery, or the actual process of getting their product or
service to the end user. Mangiaracina et al. (2019) found that “last-mile delivery efficiency has
recently been receiving growing attention within the academic community, and an increasing
number of publications appeared in last years” (p. 902). The entire process of delivering the
product or service to the consumer is important, but none as important as the last-mile delivery
that gets it to the consumer. This is where everything must be double-checked for errors in the
process, verified, and confirmed before the end user receives the product or service. This is also
where parts of the process that were less than efficient may be discovered, and must be annotated
for future reference to improve upon the process long-term. If Spotify can focus their attention
on both the last-mile delivery and the efficiency of the process throughout, they will likely enjoy
and increased level of efficiency and discover that their processes will be more streamlined in the
long-term.
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INTERACTIVE LEARNING PROJECT: FINAL
Benefits Offered to Spotify
One of the benefits of working on improving efficiency is an increased level of employee
engagement. Malik et al. (2021) asserts that “employee engagement is seen as an important
employee attitude that can help an organization achieve efficiency and effectiveness in today's
competitive environment” (p. 533). The happier the employees are and the more that they feel
engaged in the intricate areas of the organization, the more efficient the overall systems and
processes will inevitably be. This is a benefit that serves a dual purpose: first, improving
employees’ involvement and engagement in the processes allows the employees to feel as if they
are a needed part of the team and this also allows the processes to be more efficient through
increased employee involvement. The necessity to involve employees more in the process gives
them a sense of belonging and happiness, and this will organically push the company towards the
level of efficiency that they ultimately desire.
Relevance to Operations Management
The topic of efficiency has a direct correlation with the field of operations management.
First, it speaks to the level of employee engagement and how the level of trust in leadership can
greatly affect an employee’s efficiency and productivity. The standard notion is that the more
trust that an employee has for their leadership, the more likely that that employee is to increase
their efficiency and overall level of productivity for the company. This goes the opposite
direction as well, with less trust in leadership likely resulting in lower levels of efficiency
overall. The idea of efficiency also relates to operations management by stressing the importance
of the last-mile delivery process to operations managers. The entire process and strategy of
delivering music to the end user rests of how effective the last-mile delivery process is, and
34
INTERACTIVE LEARNING PROJECT: FINAL
managers must focus on this last effort and ensure that all processes result in a finished product
that is not only ready to be sent to the consumer but is of better quality than they competitors in
the market. By ensuring that the employees feel engaged and that the last-mile delivery process
is seamless, operations managers can trust that the company is putting out a finished product that
has been created in the most efficient way possible.
Process for Implementation
The process for implementing the idea of efficiency rests primarily on the shoulders of
the operations manager. The first step is to allow for employee feedback, either through
anonymous comments or focus groups made up of a representative from each department, on the
intricate details and processes that make up the overall production process. The manager will
likely see that, through the option of employee feedback and criticism of the details that make up
the overall process, the employee will not only feel like they are more involved and engaged in
the processes but also that they are more efficient in the long run. The next step is to ensure that a
dedicated last-mile delivery team/quality control team is assigned to ensure that the product that
is going to market is the best product that can be given to the consumer. This will not only ensure
that the appropriate processes are being verified by a third-party team but also that each
employee feels as if they play an integral role in the finished product that goes to the consumer.
If the process is implemented in this manner, it will help ensure that the most efficient processes
are taking place and that employees feel as if they are a necessary and integral part of the
organization.
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INTERACTIVE LEARNING PROJECT: FINAL
Conclusion
By implementing the key concepts of Six Sigma, innovation, brainstorming, productivity,
mass customization, stakeholders, benchmarking, and efficiency, Spotify will ensure that the
product that goes to their consumer and end user is the best possible product. The specific
processes for implementation require additional support from the operations managers and
executive leadership, but the result is an exemplified product and employees that feel that they
are an integral part of the overall process. The goal of this project was to find ways for Spotify to
improve upon their existing processes and strategies, and there were specific methods listed for
accomplishing these tasks. Spotify would benefit greatly from implementing each of these
processes in their own individual courses of action, but the overall product that will be produced
will greatly exceed the company’s wildest expectations and forecasts. By following the processes
for implementation listed, Spotify will likely find itself in a much better position than they were
before applying these concepts into their long-term planning stages.
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References
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Appendices
Action Planning
P A Plan
G 1
Implement Six Sigma into Spotify
ACTION
STEP
DESCRIPTIO
NS
PARTY /
DEPT
RESPONSI
BLE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Find
Process
Deficiency
Operation
s
Manager
07/01/202
2
10/1/202
2
Operations/Admin
Support Staf
Identify
Deficienci
es in
Processes
Create
Task Force
Operation
s
Manager
07/01/202
2
10/1/202
2
New Task
Force/Implementatio
n Team
Correct
Deficienci
es in
Processes
G 2
Implement Innovation Techniques into Spotify
ACTION
STEP
DESCRIPTIO
NS
PARTY /
DEPT
RESPONSIB
LE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Identify
Needs for
Innovation
Operation
s Manager
07/01/202
2
10/01/202
2
Operations/Admin
Support Staf
Identify
Needs for
Innovatio
ns
Prioritize
the
Needed
Innovation
Operation
s Manager
07/01/202
2
10/01/202
2
Operations/Admin
Support Staf
Prioritize
Needs for
Innovatio
ns
Perform
Financial
Analysis
Accountin
g
Departme
07/01/202
2
10/01/202
2
Accounting Team Track
Financial
Impacts
40
INTERACTIVE LEARNING PROJECT: FINAL
nt
on Which
Innovatio
ns can be
performed
G 3
Implement Brainstorming Techniques into Spotify
ACTION STEP
DESCRIPTION
S
PARTY /
DEPT
RESPONSI
BLE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Analyze
Which
Group
Setting to
Use
Operation
s
Manager
07/01/202
2
10/01/202
2
Operations/Admin
Support Staf
Determine
Type of
Sessions
Required
Weekly
Electronic
Brainstormi
ng Sessions
Operation
s
Manager
07/01/202
2
10/01/202
2
Social Media
Team, Rep from
Management,
Design/Curation
Team
Discuss
future
direction
of
company
Write an
Agenda for
Meetings
and Take
Minutes
Operation
s
Manager
07/01/202
2
10/01/202
2Recorder/Typist
Streamlin
ed
Agenda
for Future
Meetings
G 4
Implement Productivity Techniques into Spotify
ACTION STEP
DESCRIPTIONS
PARTY / DEPT
RESPONSIBLE
DATE TO
BEGIN
DATE
DUE
RESOURCES
REQUIRED
( staff, tech,
etc. )
DESIRED
OUTCOME
Allow Employees
to Use Digital
Assistants/Schedul
ed Remote Days
Operations
Manager/Huma
n Resources
07/01/202
2
10/01/202
2
Operations/HR
Support Staf
Ease of Use
for Digital
Assistants/Le
ss Stress
from Remote
Days
Obtain Contract
with Amazon
Operations
Manager/Huma
n Resources
07/01/202
2
10/01/202
2
Operations/HR
Support Staf
Supply Digital
Assistants to
Employees
Employee
Incentive Program
Operations
Manager/Huma
n Resources
07/01/202
2
10/01/202
2
Operations/HR
Support Staf
Encourage
Employees to
Become More
Productive to
Obtain
Incentives
41
INTERACTIVE LEARNING PROJECT: FINAL
G 5
Implement Mass Customization Techniques into Spotify
ACTION
STEP
DESCRIPTIO
NS
PARTY / DEPT
RESPONSIBLE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Identify
Gaps in
Content
Oferings
Operations
Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Build
Global
Brand
Increase in
Curated
Playlists
Operations
Manager/Marketin
g Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Personaliz
e Content
to Each
User
“Like” and
“Dislike”
option for
playlists
Operations
Manager/Marketin
g Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Allow
Feedback
on
Curated
Playlists
G 6
Appease Stakeholders
ACTION STEP
DESCRIPTIONS
PARTY /
DEPT
RESPONSI
BLE
DATE TO
BEGIN
DATE
DUE
RESOURCES
REQUIRED
( staff, tech, etc.
)
DESIRED
OUTCOME
Scheduled Meetings
between
Leadership/Stakehold
ers
Operations
Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Create Open
Lines of
Communicati
on
Scheduled Financial
Reports
Accounting
Department
10/01/202
2
01/01/202
3
Accounting Team Create
Financial
Transparency
Appoint a Stakeholder
Liaison
Operations
Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Create Open
Lines of
Communicati
on
G 7
Implement Benchmarking techniques into Spotify
ACTION
STEP
DESCRIPTI
ONS
PARTY /
DEPT
RESPONSI
BLE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Identifying
Research
Team
Operatio
ns
Manager
10/01/202
2
01/01/202
3
Operations/Admi
n Support Staf
Conduct
Needed
Research of
Competitors
Analyze
Compiled
Research
Team
10/01/202
2
01/01/202
3
Data Analysts Compile Data
to Show
42
INTERACTIVE LEARNING PROJECT: FINAL
Data Areas for
Improvement
Compile
Inclusive
Report of
Data
Research
Team
10/01/202
2
01/01/202
3
Data Analysts Put Compiled
Data into
easily
understanda
ble format
G 8
Implement Efficiency techniques into Spotify
ACTION
STEP
DESCRIPTIO
NS
PARTY /
DEPT
RESPONSI
BLE
DATE TO
BEGIN DATE DUE
RESOURCES
REQUIRED
( staff, tech, etc. )
DESIRED
OUTCOME
Allow
Employee
Feedback
Operation
s
Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Make
Employees
feel as if
they are
integral
parts of
organizatio
n
Create
Last-Mile
Delivery
Quality
Control
Team
Operation
s
Manager
10/01/202
2
01/01/202
3
Operations/Admin
Support Staf
Verify
Quality
before
product
goes to
end user
Operating Plan
C to
I
K Initiatives P P Lead
Six Sigma Identify Deficiencies
in Processes
Finish by Start of
Q4 2022
Operations
Manager
Innovation Identify Needs for
Innovation/Perform
Financial Analysis
Finish by Start of
Q4 2022
Operations
Manager/Accountin
g Department
Brainstorming Analyze/Write
Agendas
For/Perform Group
Sessions
Finish by Start of
Q4 2022
Operations
Manager
Productivity Allow Use of Digital
Assistants/Schedule
Remote
Finish by Start of
Q4 2022
Operations
Manager/Human
Resources
43
INTERACTIVE LEARNING PROJECT: FINAL
Workdays/Obtain
Contract with
Amazon/Establish
Incentive Program
Mass
Customization
Identify Gaps in
Content
Offerings/Curate
Playlists/Add Like
and Dislike Button
Finish by Start of
Q1 2023
Operations
Manager/Marketin
g Manager
Stakeholders Meetings/Financial
Reports/Liaison
Finish by Start of
Q1 2023
Operations
Manager/Accountin
g Department
Benchmarking Identify Research
Team/Compile and
Analyze Data
Finish by Start of
Q1 2023
Operations
Manager/Research
Team
Efficiency Employee
Feedback/Quality
Control
Finish by Start of
Q1 2023
Operations
Manager
Communication of Plan
Project Communication of Plan
Project Name Start Date Completio
n Date
Manager
Responsible
Project Objectives
Tactics to
Improve
Spotify’s
Processes
07/01/2022 01/01/2023 Operations
Manager
To streamline the
processes of Spotify’s
business model
Communication
Goals
Communication
Method
Audience Frequency Point Of Contact
Communicate
Need for Six
Sigma
Email/ Printed
Newsletters/
Messages
through
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Operations
Manager
44
INTERACTIVE LEARNING PROJECT: FINAL
employee portal Upon
Completion
Communicate
Need for
Innovation
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager/Accountin
g Department
Communicate
Need for
Brainstorming
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager
Communicate
Need for
Productivity
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager/Human
Resources
Communicate
Need for Mass
Customization
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager/Marketin
g Manager
Communicate
Need for
Appeasing
Stakeholders
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager/Accountin
g Department
Communicate
Need for
Benchmarking
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager/Research
Team
Communicate
Need for
Efficiency
Email/ Printed
Newsletters/
Messages
through
employee portal
All
Employees
Initial
Communication
/ Monthly /
Quarterly /
Upon
Completion
Operations
Manager
45
INTERACTIVE LEARNING PROJECT: FINAL
