Enhancing Salon Operations for Improved Customer Satisfaction : Work Process Optimization Approach
Guan, Jing (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202504095989
https://urn.fi/URN:NBN:fi:amk-202504095989
Tiivistelmä
This study aimed to enhance salon operations by improving efficiency and customer satisfaction through logistics strategies and lean principles, including the Economic Order Quantity (EOQ) model and Value Stream Mapping (VSM). Conducted in two salons in Loimaa and Punkalaidun, Finland, the research combined literature reviews with customer interviews to identify workflow inefficiencies and inventory management challenges.
The research process involved several steps: 1. Mapping current workflows using VSM. 2.Identifying and eliminating non-value-added activities. 3.Optimizing processes and updating the Value Stream Map. 4.Applying the EOQ model with quantity discounts to improve inventory management.
Results showed notable improvements, reducing total service time by up to 2.8 hours daily. Customer satisfaction increased significantly, with on-time services rising from 25% to 62%. The application of the EOQ model with quantity discounts led to an op-timized inventory management strategy, determining that the optimum order quantity for Goldwell Dualsenses products was 96 units with 6 orders annually.
The study concluded that logistics strategies and lean principles effectively enhance salon efficiency and customer satisfaction. The findings provided valuable insights for salon owners and managers to prioritize improvements in areas that matter most to customers, such as skilled professionals and familiar staff. The research also highlighted areas for future investigation, including the need to adapt the EOQ model for the unique challenges of salon inventory management and to explore the long-term impact of operational improvements on customer retention and loyalty.
The research process involved several steps: 1. Mapping current workflows using VSM. 2.Identifying and eliminating non-value-added activities. 3.Optimizing processes and updating the Value Stream Map. 4.Applying the EOQ model with quantity discounts to improve inventory management.
Results showed notable improvements, reducing total service time by up to 2.8 hours daily. Customer satisfaction increased significantly, with on-time services rising from 25% to 62%. The application of the EOQ model with quantity discounts led to an op-timized inventory management strategy, determining that the optimum order quantity for Goldwell Dualsenses products was 96 units with 6 orders annually.
The study concluded that logistics strategies and lean principles effectively enhance salon efficiency and customer satisfaction. The findings provided valuable insights for salon owners and managers to prioritize improvements in areas that matter most to customers, such as skilled professionals and familiar staff. The research also highlighted areas for future investigation, including the need to adapt the EOQ model for the unique challenges of salon inventory management and to explore the long-term impact of operational improvements on customer retention and loyalty.