An operational overhaul of Mhoseenu Studios

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Mhoseenu Design Studios is a full-service design studio located in Labone, Accra. The company currently has internal struggles with operational management. The problem areas include communication, the alignment of strategic objectives and employee actions, and a lack of an organisational structure. This project details an operational plan aimed at addressing all the problems identified. This project uses a qualitative research methods approach to analyse the problem by considering the stakeholders. These methods include interviews, questionnaires and observations. The data collected was analysed using a service blueprint, tables and word clouds. Analysis of the collected showed that employees of Mhoseenu are generally confused with communication during their first few weeks at Mhoseenu. Furthermore, potential clients are largely influenced by past client reviews and consider customer service a crucial factor in the selection of a creative service firm to work with. The company needs to operate a circular organogram in its structure to facilitate the smooth flow of communication. In addition, a bi-annual Line of Sight analysis should be conducted bi-annually to ensure that the management objectives are aligned with those of the staff. Lastly, an updated service blueprint is recommended to reduce the customer wait times. A quarterly review of the service blueprint is recommended. The sensitive nature of some client information may limit the effectiveness of some proposed changes to the service blueprint.
Applied project submitted to the Department of Business Administration, Ashesi University, in partial fulfillment of Bachelor of Science degree in Business Administration, May 2021
creative service industries, service blueprint