DVDKURAGLAKU SAD 2023

Summary

Joni, the manager of DVD Quran Laku, faces significant revenue decline due to a drop in subscribers across Indonesia's 150 rental shops. Linda, a sales assistant, explains the customer experience, from browsing DVD listings to checking DVD quality and availability. Joe John, another sales assistant, details the transaction process and registration requirements for new customers. The long queues, especially on weekends, frustrate both customers and staff. Joni expresses difficulty managing these issues and receiving timely information, making it challenging to address regional problems and improve overall service. The company seeks help in resolving these challenges.

Takeaways

• 😀 Joni, the manager, is facing significant income reduction in the DVD Quran Laku business due to a decline in subscribers over the past three months.
• 😀 The business operates a network of 150 rental shops across 50 major cities in Indonesia.
• 😀 The drop in revenue became apparent only after a considerable delay, indicating a lack of real-time performance tracking.
• 😀 Linda, a sales assistant, handles customer inquiries about DVD availability and quality and performs computer checks to confirm the status of DVDs.
• 😀 Sales assistants like Joe John manage the transaction process, including renting DVDs, checking IDs, and issuing rental receipts.
• 😀 Customers are required to provide ID cards and, in some cases, a security deposit when registering at the rental stores.
• 😀 Long queues, especially during weekends, create frustration for both customers and staff, impacting the overall customer experience.
• 😀 Joni, as the manager, is unable to get timely information from stores, making it difficult to address issues, particularly in different regions.
• 😀 Customers are encouraged to watch DVDs briefly before making rental decisions if the DVD’s quality is unknown to the sales assistant.
• 😀 There is a clear need for an improved system to manage operations, track inventory, and improve communication between stores and the central management.

Q & A

What issue is Joni, the manager, facing at DVD Quran Laku?

Joni is facing a reduction in income due to a significant decrease in the number of subscribers at their DVD rental stores.

How many rental shops does DVD Quran Laku operate, and in which locations?

DVD Quran Laku operates 150 rental shops spread across 50 major cities in Indonesia.

When did Joni realize the decline in revenue, and what caused it?

Joni realized the revenue decline three months after a massive drop in subscribers occurred in several areas.

What method is Joni using to investigate and solve the company's problems?

Joni consulted with a team to investigate and analyze the situation using system analysis and design methods.

How do customers interact with sales assistants when renting DVDs?

Customers browse the DVD covers and listings, then ask the sales assistant about the location and quality of DVDs. The assistant checks the computer system and provides quality information.

What do sales assistants do if they don’t know the quality of a DVD?

If the assistant doesn't know the quality of the DVD, they allow the customer to watch it briefly before making a decision.

What is the procedure if a customer is renting a DVD for the first time?

New customers must register, provide a security deposit, and receive a customer card to make transactions.

What does Joe John, another sales assistant, do during the transaction?

Joe John records the transaction, retrieves the DVD from the warehouse, and ensures the customer provides the necessary identification or collateral.

How does the DVD rental store manage rental receipts?

After the transaction, a cash rental receipt is duplicated—one copy is kept by the store, and the other is given to the customer as proof of rental.

What problem does the customer express regarding the rental process?

The customer expresses frustration with the long queues, especially on weekends, which cause delays in renting DVDs.

Why is Joni, the manager, frustrated with the store operations?

Joni is frustrated because they cannot obtain timely information from the stores, making it difficult to address issues, particularly in regional areas.