FINAL-REPORT-ZAZOU-NEW.pdf

8/14/2019 FINAL-REPORT-ZAZOU-NEW.pdf

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2011

ZAZOU SALON AND SPAThis report will analyze Zazou Salon and Spas current ebusiness applications and make

recommendations to improve upon their systems.

BMKT 315 EBusiness Analysis and Administratio

Ebusiness Consulting ProjectNatalie Brown, Jessica Desjardins, Joanna Frandsen, Zoe Fu, Robin Toorenburgh, and Dan


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[ZAZOU SALON AND SPA] Inspiration Consulting

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Table of Contents

List of Figures .................................................................................................................................. 3

Executive Summary ......................................................................................................................... 4

Introduction .................................................................................................................................... 7Company Overview ......................................................................................................................... 9

Zazou Mission, Vision, and Values .............................................................................................. 9

Corporate Objectives ................................................................................................................ 10

SWOT Analysis .......................................................................................................................... 10

Perceptual Map ......................................................................................................................... 11

Current Situation ........................................................................................................................... 13

Customer Relationship Management ....................................................................................... 13

Sales Department ..................................................................................................................... 14

Human Resource Department .................................................................................................. 14

Accounting Department ........................................................................................................... 15

Supply Chain Management ....................................................................................................... 15

Marketing Department ............................................................................................................. 15

Recommendations ........................................................................................................................ 17

1. Improve goal setting application .......................................................................................... 17

2. Enhance CRM programs and activities ................................................................................. 18

3. Improving Internal Communication...................................................................................... 19

4. Inventory Management ........................................................................................................ 20

5. Online Appointment Booking ............................................................................................... 21

6. Marketing .............................................................................................................................. 22

Final Recommendations ............................................................................................................... 23

1. Human Resources Recommendation ................................................................................... 23

2. Marketing Recommendation ................................................................................................ 31

Conclusion ..................................................................................................................................... 39

Works Cited ............................................................................................................................... 41


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List of Figures

Figure 1. Zazou Salon and Spa SWOT Analysis ............................................................................. 11

Figure 2. Zazou Salon and Spa Perceptual Map ............................................................................ 12

Figure 3. Milano Supply Chain Management ................................................................................ 21

Figure 4. Performance Management Planning ............................................................................. 25

Figure 5. Microsoft SharePoint ..................................................................................................... 27

Figure 6. Zazou Salon and Spa Homepage .................................................................................... 31

Figure 7. New Website Title .......................................................................................................... 32

Figure 8. Example of Zazou Facebook Advertisement .................................................................. 34

Figure 9. Example of Zazou Google Advertisement ...................................................................... 35

Figure 10. Example of Zazou Groupon Advertisement ................................................................. 36
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Executive Summary

We are excited to present to you a detailed executive summary of our report. We were

fascinated to help inspire Zazou Salon and Spa improve their current situation by reviewing

their current processes and practices in order to identify some key weaknesses that could be

substantially improved through the use of creative ebusiness applications.

What you will find in our report is a brief introduction, the company overview including the

mission, vision, values, assumed corporate objectives, SWOT analysis, and perceptual map. In

addition, the current situation with respect to Customer Relationship Management (CRM),

Sales, Human Resources (HR), Accounting, Supply Chain Management, and Marketing are

analyzed. We then determined six key areas from which we made general recommendations

then expanded on two distinct aspects that we felt Zazou should concentrate their efforts in the

short term: Human Resources and Marketing.

These two main aspects were identified because of their direct link to the corporate objectives

as areas that needed improvement in order to gain a return in the spa side of the business and

develop and increase in leads for new clients. We decided that it would be beneficial to invest

in improving the current practices for Human Resources with a focus on improving internal

communications and developing an online performance management system that could

support staff. This would allow employees to update their own performance behaviour, set

goals, receive up to date news, access goals and sales frequently, and provide a level of access

individually in order to help increase sales and develop career planning paths. We felt the

importance of improving communication online is essential, although Zazousmanagement is

excellent about having regular huddles that help maintain employee morale (and we agree

these should still continue). Having open communication will improve the relationship between

management and staff by offering immediate feedback and updates as needed in order tobetter meet customer needs. It will enable managers to post an update about a product they

would like promoted, a unique request to be met, or to point out a certain day that needs more

attention to attract bookings. It is important to have a source of communication that can also

be private instead of during huddles as people have differences in their communication


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preferences. Based on our analysis of the Human Resources ebusiness applications, it would be

valuable to consider purchasing a system through SAP Business Objects or modify the Milano

software. If they are not already using the program, it is recommended to acquire Crystal

Reports to implement this application. The second part of the implementation is to download

Microsoft SharePoint for the communication aspect. From a financial perspective based on an

estimated budget within the report you will see that using the current Milano system will likely

be much more affordable to upgrade rather than starting out with a whole new system. We

recommend that you invest some time to talk to a representative about options to incorporate

this into your current system. As Zazou employees are very important assets to the company, it

is important that their skills and abilities are used to their full potential to increase customer

satisfaction, which can lead to an overall increase in company sales however they need thetools to do so.

The second recommendation is to put a larger focus into unique and creative ebusiness

applications for Zazous Marketing. It also includes making improvements to certain marketing

aspects you are currently using. Thinking outside of the box can be challenging so we hope that

we have given you some new ideas to run with and see what works best for your company.

There were three main areas that we focused on: Website Modifications, Social Media

Activities and Online Advertising and Promotions. Some of the key items included are to create

online employee biographies and photos, client makeover pictures, and add a few specific

menu options. As well, new recommended twitter updates, YouTube videos, updated Facebook

page, and several types of advertising and promotion ideas through banner advertisements,

Facebook, Google and Groupon. One specific idea that many companies, including various salon

and spas, are using are Google ads to increase their search ability, and offering a special

promotion on Groupon to attract new customers to the company. As trends change it is vital

for Zazou to keep up on those social media ideas in order to develop more brand awareness

and keep current customers interested while attract new ones. It is imperative to increase the

use of your social media sites to keep customers engaged and updated on the company. Each of

the recommendations includes a basic implementation plan as well as an estimated budget.

Since there are so many other great ideas that our team recommends, especially in the


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marketing area, we suggest you sit down, have a cup of your favourite specialty drink at the

shop across the street and soak up the creative suggestions for ebusiness applications that can

change the way you do business in an exciting way. We hope you enjoy the report and sincerely

thank you for the opportunity to work with you.


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Introduction

The following report contains a background on Zazou Salon and Spa and how the company

currently uses ebusiness applications, followed by recommendations on ways the company can

improve their ebusiness use. Zazou Salon and Spa is a local company based in North Vancouver

which is currently growing and wanting to increase their use of ebusiness applications to

increase the companys productivity and efficiency. The report begins with an overview of the

company, including the companys current uses of ebusiness applications and software the

company uses for its everyday business procedures. Based on the areas that Inspiration

Consulting and Zazou see that can be improved, recommendations are made and included in

the report.

The project was prompted by the groups need to complete an ebusiness Analysis project for

the eBusiness Analysis & Administration course at Capilano University. After meeting with

Zazou Salon and Spa, it was evident that the company was willing to work with the group and

was aware of the weaknesses in regards to their ebusiness applications. Because of the teams

interest Zazou Salon and Spa and Zazous willingness to work with the group and their desire to

improve their use of ebusiness, the project was conducted.

The report covers ebusiness applications for Zazou in the areas of Customer Relationship

Management, Human Resources, Marketing, Sales, and Supply Chain Management.

Recommendations are included on how the company can improve its use of applications in

these areas. The report is meant to help Zazou Salon and Spa understand their current uses of

eBusiness, and ways the company can improve certain areas of their business functions through

the use of different ebusiness applications. As Trites states, ebusiness is the use of technology

to integrate and streamline the business processes, enterprise applications and organizational

structure of a business to create a high-performance business model (5). Zazou can clearlybenefit from ebusiness as it will incorporate the strategic use of information technology to

achieve their corporate goals (Trites 5).

The report will contain a background on the software and systems Zazou currently has in place,

some weaknesses in these systems, and recommendations based on these weaknesses and


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concepts learned in class. The report also contains a budget, suggested software, and a timeline

and implementation plan on each of the key recommendations. The report does not contain a

business plan or marketing campaign for the company or any primary research on the

companys current ebusiness applications and their usability from customers, suppliers, or any

other individuals outside of the organization.


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Company Overview

Zazou Hair Salon and Spa first opened in 1992 by Bruce Peters (Peters & Cowie). Coming from a

family of hair dressers it was only natural for him to open a salon of his own. The salon spent

many years at a small space in an open design strip-mall in Lynn Valley, North Vancouver.

However, the news of the new Lynn Valley Library building gave Mr. Peters a phenomenal

opportunity to expand his salon to a new, bigger and brighter space allowing him to realize his

dream of incorporating spa services to his business as well (Peters & Cowie). In 2008 Zazou

Salon and Spa opened up their 2200 square feet location in the heart of the new development

(Peters & Cowie). Currently, one of the most challenging aspects for Zazou is the fact that there

is not a consistent parallel among salon users with spa services (Peters & Cowie). Zazou is not

seeing the desired sales in the spa services as would be expected for an increased space of this

size.

Zazou has always been very involved in community events (to mention a few, events during the

Olympics and yearly Canada parades, etc.) and relocating just across the street from the old

location was perfect so that all of his current clientele would not be inconvenienced. Plus the

new location is very chic and modern. The overall customer service and quality of service that

Zazou Salon and Spa provides is excellent and feedback from current customers support this

(Peters & Cowie). The owner and general manager are committed to giving each customer a

unique experience and are willing to listen to any recommendations that Inspiration Consulting

has to offer.

Zazou Mission, Vision, and Values

Mission

We rejuvenate everyone we touch.

VisionZazou Salon and Day Spa aspires to become the hybrid Ferrari of the North Shore Salon and

Spas. Our genuine, passionate Team is dedicated to achieve success by changing the world one

satisfied Guest at a time. We are proud to create a welcoming, exciting, intimate and cool


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environment that is rejuvenating and attractive to our loyal Guests. We believe that Zazou

Salon and Day Spa is a unique aspirational lifestyle brand that enhances and supports everyday

life. Were community focused and globally minded.

Values

Respect. Truth. Love.

Corporate Objectives

Zazou has six corporate objectives that they would like to achieve. We will make sure to suggest

recommendations that will help Zazou to meet their corporate objectives as well as improve

upon their current ebusiness practices. Their objectives include:

To increase spa users from current levels monthly To see a positive return by the end of year on the spa side of business To increase spa awareness with current salon clients and new potential clients To increase individual overall sales targets and achieve objectives through enhanced e-

business applications for staff

To increase internal and external communication through enhanced e-businessapplications

To continue building business relationships with product suppliers and continue seekingways to simplify outdated processes

SWOT Analysis

The SWOT analysis will give insight to Zazous internal strengths and weaknesses as well as its

external opportunities and threats. The SWOT, seen in Figure 1, shows what Zazou does well

and where there are areas for improvement. We will use Zazous strengths, weaknesses,

opportunities and threats to give us direction when we analyze their business and providerecommendations for Zazou.


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Perceptual Map

To discover where Zazou is situated compared with their competitors we developed a

perceptual map which can be seen in Figure 2. Zazou is a trendy and upbeat salon and spa

focusing on the latest styles in hair as well as salon appearance. Their main competition is Spa

Utopia and Absolute Spa. These two salons are much larger than Zazou and have several

locations throughout Vancouver. In terms of consumer perception, Zazou is not seen as trendy

or as luxurious as Spa Utopia and Absolute Spa.

Strengths

all in one spa and salonservices

friendly staff

excellent service standards

veryy supportive and involvedmanagement

customer loyalty

facilities are modern andinviting

Opportunities

social media trend

online advertisingand promotion

advancements intechnology

Weaknesses

one location

inconsistentappearance/dress code

expensive product line

poor internal

communicationcomplex processes for

simple procedures

limited knowledge ofcurrent software

Threats

high competition in NorthVancouver

behind competition in

terms of online promotionand advertising

weaker economy ispreventing people from

spending money on luxuryactivities

Figure 1. Zazou Salon and Spa SWOT Analysis


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LUXURY

TRENDYTRADITIONAL

VALUE

Zazou

Spa Utopia

Chatters

Absolute S

Angelos Salon and Spa

Karma

Figure 2. Zazou Salon and Spa Perceptual Map


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Current Situation

The following sections will describe Zazou Salon and Spas current situation in the functional

areas of Customer Relationship Management, Sales, Human Resources, Accounting, Supply

Chain Management, and Marketing. The sections will cover details about Zazous current

processes in these areas.

Customer Relationship Management

Customer Relationship Management is vital to successfully run a salon. Consumers choose

services based on the customer service that is offered. Because there are so many complex

areas of CRM within this industry, we will focus on a few specific areas that Zazou is not

utilizing.

The first aspect that we looked at was the booking process at the salon. The process of booking

an appointment at Zazou Salon is complex and requires the following process:

1. The customer emails or phones to check the availability of appointments.2. The employee offers available times to the client via phone call.3. Customer confirms the date the time.4. Employee reminds the customer a few days before appointment.5. Customer comes into salon for appointment.6. First time clients are called back after appointment and are sent a survey and thank-you

card.

7. There is no follow up with existing clientele.This process could be refined by incorporating different ebusiness applications which will be

discussed further on in the report.

The second area of CRM that Zazou discussed in the interview was their customer databases.

Zazou has a customer database that includes names, phone numbers, birthdays, and addresses.

Currently, this database is not connected to their email marketing software, Constant Contact.

Zazou feels this area of their business is a weakness and believes they could be utilizing the

software better if they were connected. Zazou would like to communicate with their customers


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more efficiently through the use of online and social marketing instead of their current method

card mail outs and newspaper ads.

Sales Department

Monitoring sales and making forecasts is very important for a small business. Zazou is currently

finding weaknesses with their sales software, Milano (Peters & Cowie). This software was

bought off the shelf forcing Zazou to make changes to their business processesmainly sales

(Peters & Cowie). Milano is the leading software company specializing in salon, spa, medispa

and retail software (Milano). Currently the system is not able to set specific goals for the

employees to achieve. The general manger has to manually create and input sales goals that

employees are required to meet. The software then creates a schedule based on the monthly

sales goals. Management would like to see the process reversed, and would like to be able to

create a schedule and then have the software project monthly sales goals for them (Peters &

Cowie).

Another hindrance with the Milano software is that staff cannot access their sales statistics

themselves. Currently, employees have to ask management for their updated sales (Peters &

Cowie). This process is inconvenient to both the staff and management.

Human Resource Department

Internal communication between the employees is essential for Zazou to operate productively

on an everyday basis. The Milano software keeps track of employeeshours, commissions, and

pay (Milano). Staff can log into the system to access their daily appointments; however, they

are not able to send emails or communicate with coworkers (Peters & Cowie). Zazou would like

to see a change in the communication channels to better support their employees. Zazou feels

that their daily communication is a current weakness within their company. They have a daily

huddle with their staff to brief them on the days activities. Zazou would like to find new ways

to improve communication within all levels of the company.

Zazous performance management is done by hand on a monthly basis. The process includes a

handwritten performance appraisal which is then manually filed in each employees folder


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(Peters & Cowie). By incorporating ebusiness this process could be simplified and more

effective for both management and staff.

Accounting Department

Sales are tracked by the Milano software, but Zazou uses an external bookkeeper that is

responsible for all accounting procedures (Peters & Cowie). This is not an area that Zazou would

like to focus on.

Supply Chain Management

Small businesses such as Zazou have little control over their supply chain activities. Since Zazou

concentrates on the sell side of their business, the control of the buy side is transferred to their

different suppliers. Zazou currently has 6 main suppliers of salon and spa products (Peters &

Cowie). They communicate with their suppliers by phone or email. Zazou orders weekly or bi-

weekly depending on the type of product. Suppliers complete orders in one of two ways:

1. Supplier comes to the store and evaluates the inventory needs of Zazou. Theycommunicate with management to customize the orders specifically for the salon.

2. Suppliers fill order amounts once they are notified from Zazou. For example, if Zazouneeded more hair gel they would call their specific supplier and order exactly what they

need.

Marketing Department

Zazou Salon and Spa currently uses their website, search engine marketing, social media sites

including Facebook and Twitter, and a monthly newsletter in their digital marketing.

Website Design

The website www.zazou.ca offers many of the features visitors would be looking for when

visiting the site. The website is laid out in a way that is easy for visitors to navigate through. It

contains information about the companysservices and pricing, photos, testimonials, a video

tour, and more. The companys website communicates the businesss value proposition and

brand positioning well.


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Search Engine MarketingZazou salon has high search results when using search engines. When searching North

Vancouver hair salon, Zazou appears first, and fourth when searching North Vancouver spa

on Google, and second when searching hair salon or salon and spa.

Social MediaZazou uses both Facebook and Twitter to promote the companys newsletter, events and

promotions; however, these sites are not updated frequently.

NewsletterThe companys opt-in monthly newsletter includes information about what is happening at

Zazou that specific month, beauty tips, and links to different sections of the website. The layout

and design of the newsletter is very simple.


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Recommendations

After reviewing the companys objectives and present situation in the variousareas, we have

developed six ebusiness recommendations to be considered by Zazou. The benefits of

ebusiness include increasing sales, reducing costs, improving customer service, responding to

competitive pressure, and expanding market research (Trites 14-17). Following these

researched areas, we have chosen two detailed recommendations that will be described in

further detail.

1. Improve goal setting application

Currently at Zazou Salon and Spa, the owner and general manager are challenged to come up

with monthly goals for their staff to meet. It is difficult enough to determine what these goalsshould be and we would like to see changes made to their current system with Milano to

enhance this area.

Specifically, having the ability to take the current schedule, current staffing levels, and available

appointments and automatically input goals that the staff can monitor and achieve at their own

convenience. The limitations of the current system do not allow for this to automatically occur

so the general manager or owner must regularly update the system to show the goals.

The other aspect that works in synergy with the actual goal setting is allowing the staff to see,

at any point in time, where they are at with their own personal goals. Currently, the general

manager must print off the sales reports for staff and this tends to only happen if they are

asked by a staff member to do so. We recommend that this be adapted into the Milano system

so that the staff can view a current, up to date measure of where they are at for the day, week,

month, etc.

The benefits to of making these two particular changes to the ebusiness application arepersonal accountability (that can be tied into the performance plans), increased motivation to

book new and repeat customers, ability to monitor trends, and hopefully increase sales.

Having clear objectives and goals are key to increasing sales. Without up to date knowledge,

especially in a partly commission-based pay structure, the staff may feel as if they have met


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their quota and stop working as hard, underestimating what they have actually completed. The

system should also offer the staff the ability to view a breakdown of service sales versus their

product sales so that they can focus on what they need to sell more of, or perhaps where they

consistently excel. By having the ability to track which staff excel in certain areas of sales, or at

certain times of the year, as the owner, you can tap into that resource and determine what that

employee is doing different than everyone else, and then apply those principles to your

performance plans.

2. Enhance CRM programs and activities

Zazou Salon and Spa is currently experiencing a gap between their customer database and their

direct email marketing software, Constant Contact. Combining these two programs would help

to create stronger relationships with their current and potential clients. Although Zazou can

send general customer emails, they are not able to tailor these messages because the client

database isnt connected to Constant Contact. It is recommended that Zazou incorporate their

client database with their Constant Contact software in order to better communicate with their

clients. Constant Contact allows the company to create customer profiles for each email

address added to the system. Profiles include different demographics, comments/notes,

preferences and favourite services and/or products.

The first suggestion would be to incorporate customized email campaigns based on clients

buying behaviour and demographics. Clients could be sent birthday emails and reminders to

book additional appointments with Zazou. With Constant Contact, Zazou can group customers

into different categories based on clients preferences and past appointments. A promotional

incentive would be included in the emails to encourage them to book their next appointment as

well. Each email campaign can be easily measured and compared using the software. This way,

Zazou can easily identify which campaigns are successful and which are not.

Zazou Salon and Spa is constantly looking for new and exciting ways to communicate with their

clients. Establishing many strong communication channels with clients is vital in order for Zazou

to develop long lasting relationships. It would be beneficial for Zazou Salon and Spa to add to

their current CRM strategy in order to retain their most valuable and profitable clients. The


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second CRM suggestion would be to incorporate text messages in order to confirm and follow

up with clients. Employees at Zazou would be responsible to text message each client with a

scripted message either reminding the client of their next appointment or thanking them for

their previous appointment. The text message would make the CRM system more efficient by

replacing a reminder or follow up phone call and thank you card. This process would save Zazou

time and money in the long run.

Another suggestion is for Zazou to update their customer database more frequently with more

valuable information. Different client behaviour such as preferences and favourite services

could be added in order to generate a deeper understanding of each client. An online survey

can be sent to every clients email through Constant Contact in order to receive this additional

information.

3. Improving Internal Communication

During the initial meeting with Zazou, they expressed interest in improving their internal

communication systems (Peters & Cowie). Ultimately, they would like to have a better flow of

communication between management and employees. The current Zazou communication plan

includes several different forms of interaction with their employees:

Daily staffs huddle to discuss goals, current issues, and motivate employees.

Performance management system that is done manually on a monthly basis by paperwhich is then filed in the employees separate files. The report identifies whether or not

the employees met their sales and service goals for the month.

Staff meetings to discuss general business practices including staffing, training,scheduling, goal setting, and other important news.

Based on the current communication plan, we were able to identify several areas of

improvement for Zazou. Firstly, we would like to applaud Zazou for their daily staff huddles.

This is a great way to increase employee morale and we would not like to see this go. However,

we do see that there are a lot of opportunities for Zazou in their performance management

system. We would like to see the program switch from paper format to electronic format.

Instead of printing off the employees performance reports and filing them for the employees


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to review at the end of the month, we would like to see the reports being emailed to each

employee. To ensure they have read it, they should respond to the report. We also believe

internal communication could improve by sending an internal weekly e- newsletter to the staff

to share information with them. This could be a fun way of communicating and could be done

fairly informally. To keep things simple, the newsletter could just be a page or two and highlight

important information that the staff should be aware about. Employees could take turns

writing the newsletter in order to share the workload.

Another suggestion in improving internal communications would be to send motivational text

messages to each of the employees. This is a personal way to say great job or keep up the

good work. It is private and can be done in just a minute or two. We do not suggest only

texting your employees as a way of communicatingbut a quick text now and again can be

very motivating for your employees.

4. Inventory Management

Zazou Salon and Spa carries a range of cosmetic and spa products for retail sale at their salon

location. The products are ordered from the companys five main suppliers. Currently, Zazou

tracks their inventory of their products by doing a monthly physical count of what is in store.

Tracking inventory by conducting a physical count can carry a great risk of error and can be timeconsuming. Also it doesnt give the company a constant real time count of inventory. As Zazous

product lines are increasing and the company is looking into starting their own product line,

Zazou could greatly benefit from having an inventory management software system in place.

The Milano software that the company currently uses offers an Inventory Management feature

that allows for electronic physical counts of inventory and can accommodate for UPC and SKU

codes (Milano).

Tracking inventory as it is bought or sold will allow Zazou to have up to date knowledge of their

inventory count and will be able to recognize which products need to be replenished more

quickly or which products are not being sold as much. The software application will also

automatically produce purchase orders when items need to be ordered. This will also save time

because a physical count of the products will not be needed. Tracking inventory on the


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Source:http://www.milanosoftware.com/images/retail/retail_inv.jpg

software will also allow Zazou to look at any historical date to see their inventory movements at

that time, so they are able to prepare for busier periods of certain products, or easily see how

products are performing.

Figure 3. Milano Supply Chain Management

5. Online Appointment Booking

Currently, Zazou Salon and Spa does not allow customers to book appointments online. When

discussing this option with Zazou, the company expressed concern with customers booking

appointments at unavailable times (Peters & Cowie).

Online scheduling is becoming increasingly popular as consumers are more comfortable and

knowledgeable using the internet. Many salons and spas are beginning to offer online booking

options for their customers. For example, Spa Utopia, one of Zazous biggest competitors,

allows customers to make online appointments for many of the companys services.

Because Zazou Salon is concerned with the possibility of customers booking unavailable or

inconvenient times for certain services or employees, the online booking system could be set
http://www.milanosoftware.com/images/retail/retail_inv.jpghttp://www.milanosoftware.com/images/retail/retail_inv.jpghttp://www.milanosoftware.com/images/retail/retail_inv.jpghttp://www.milanosoftware.com/images/retail/retail_inv.jpg


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up as an email notification. The customer can fill out their information, email address,

requested date, time and services, and the request can be sent as an email to Zazou and an

employee can respond to confirm the appointment, or suggest other times if the time is not

available.

Allowing customers to send appointment requests online also allows them to contact the

company anytime of the day, even when Zazou is closed. The online contact can also cause less

people calling in to book an appointment and an employee having to flip through appointment

books and trying to figure out a time right on the spot.

6. Marketing

Website Recommendation

The website is very well laid out and designed, however the homepage includes a lot of text

which can make it overwhelming. The homepage is usually the first page website users visit,

and many visitors may not be interested in reading the amount of content posted. The

homepage should be able to attract and capture the visitors interest. The website could also be

used to offer more of a connection for the company with its customers such as with before and

after photos of the salons hair services.

Social Media Recommendation

Zazou can take advantage of the benefits of social media sites by offering more frequent

updates. The company can include more posts and updates about new products, promotions,

beauty tips, and contests. For example, Zazou can get more followers on Facebook and Twitter

and keep visitors returning to the sites. The company could also use these applications to start

contests and promotions and generate more awareness about the company.

Online Advertising and Promotions Recommendation

Zazou Salon and Spa can use the Internet to advertise their company and reach a wide market.

Banner ads on related websites or Facebook ads are examples of some online advertising

options Zazou could use. The company can also take more advantage of search engine

optimization through paid advertising search results.


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Final Recommendations

The two recommendations we have chosen to expand upon are in the Human Resource

Department and the Marketing Department. Human Resources was chosen because building

upon the companys human capital and ongoing career development can increase employee

retention and engagement, leading to increased customer satisfaction. We chose Marketing as

the second area to build upon as one of the companys main objectives is to develop the spa

and we feel it is important to create more brand awareness in new creative ways.

1. Human Resources Recommendation

There are two areas in Human Resources that can be improved upon. Zazou can focus on their

Performance Management Planning to help increase employee engagement and careerdevelopment in order to positively affect overall customer relationship management. We would

also like to see Zazou focus on Internal Communications in synergy with improving Performance

Management Planning in an effort to have a consistent plan in place.

Performance Management Planning

After reviewing the various options for improvement we have decided that one of the most

valuable assets at Zazou is its employees. Zazou has developed a unique team of employees

which all bring various skills, abilities and knowledge to making each customers experience

excellent.

What is lacking is clear direction on a consistent basis with respect to performance planning.

This is both from a daily and monthly perspective. From a daily perspective the employees

need to be able to see very quickly where they are at with the goals that management assigns.

Since the current method is for the general manager or owner to print off a sales report by

request, the employees are less likely to request this daily. It is also a waste of resources andpaper. From a monthly perspective when performance plans are completed one-on-one, these

are filed in a cabinet not to be looked at until the next month. Often motivation and definition

of corporate objectives get lost within the paperwork without having easy access for employees

to see and be reminded of where they should be with their goals.


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Several years ago various companies started using online performance plans replacing the

traditional paper method which often gets forgotten or missed. Online performance plans

enables for easy access for employees at their own convenience to see where they are at with

their goals, to see what exactly their goals are, and to keep a log of what good things they have

done to contribute to the success of Zazou. For career development, it is an excellent resource

to provide employees with the option to make an immediate note online about what they did

over and above normal expectations for a customer. This helps to build confidence and will

show management new and sometimes unique ways to develop customer service practices

using direct situations from your employees.

ICBC will be used as an example to show how businesses are using the internet for their

performance management. Companies such as ICBC, who just started using an online version

approximately two years ago, currently require their claims staff to log two excellent customer

service situations per quarter (ICBC). This one pillar within the performance plan helps to keep

staff reminded about this high standard, and then look for situations where they can truly

impress and help someone more than what is required; situations where an employee does go

over and above helps to build what they call the BBQ score, how people rate your business and

what they say when chatting around a summer BBQ. Since people have a tendency to complain

to others more often about poor service than positive service, the online performance plan is

an excellent method to keep a log of good customer service situations, areas of development,

training, requests for support from management, overall corporate goals, individual goals, and

allowing the employees to see the connection between all the layers of objectives. We feel the

main objective using an online performance plan at Zazou will achieve is an increase in internal

and external satisfaction.

It is possible that Milano may offer an option of an online performance plan at a less expensive

price than for example SAP or Salescloud. It appears that on Milanos website they offer a

feature called Staff Management (Milano). Figure 4 is an example of what the feature looks like.


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However its unclear whether or not Zazou currently has access to this feature, if it would be an

upgrade, and whether or not it offers the option for performance plans within it. We would

recommend that in an effort to keep costs down for Zazou that they phone a technical

representative (18006671596)at Milano to inquire how to incorporate performance plans

into the current system or the cost of adding a bundle upgrade. The same inquiry can also be

made through SAP Business Objects here in Vancouver to see if there is a more affordable

option that may be able to work more effectively within your current systems without having to

completely overhaul a new ERP system. The cost of SAP Business 1 system for a small business

is approximately $30,000 however there is a wide range in price depending on needs. Another

option if Zazou were to focus on solely the report aspect of sales where staff can access their

own sales conveniently at a much less expensive option would be through using Crystal

Reports. For one user it would cost approximately $100, but then it would increase depending

on the number of users you would want to add on with access. An SAP accounts representative

may be able to help provide some insight onto further options for Zazou to consider. It is

Source: http://www.milanosoftware.com/images/spa/spa_staff.jpg

Figure 4.Performance Management Planning


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important to note that although performance plans are often seen as just a formality for some

employees, the online format helps them to connect the importance of performance plans to

overall customer relationship management. Although it is difficult to change to a new system at

first, we expect that the outcome of using an online performance plan system will increase your

sales, since goals and achievements will be so easily accessible, staff will strive to regularly

improve their results. The plan will also help to increasingly identify which employees may need

further training and where to focus on improving employee morale.

Internal Communication

Internal communications is one of the most crucial areas for any business. Without proper

communications amongst those in an organization, mistakes can be made or opportunities lost

due to the lack of proper information being shared and reaching the right individuals.

Currently, Zazou finds that their internal communications is an area that can be improved, as

the company does not have a way to effectively communicate with its employees and

encourage employees to communicate with each other. Although the morning team huddles to

discuss goals for the day are important, more communication is needed as these huddles alone

can be ineffective since not all employees are present, and various events can occur throughout

the day that need to be recorded and communicated. Having proper communications channels

in place can ensure the right employees are receiving the right information at the right time.

Being able to communicate effectively can reduce errors across the organization, increase

employee job satisfaction, and ensure all employees are aware of occurrences within the

organization.

Zazou Salon and Spa could greatly benefit from the use of a company intranet. An intranet is a

site that can be accessed from the web by members of the organization from wherever they are

located. An intranet can just been seen by people internal to the organization (Trites 10). Theyare simple, easy to use and are compatible with other systems (Trites 62).

Microsofts SharePoint provides an intranet where employees can log in and share information

and access company resources. Microsoft SharePoint allows for content to be updated so that

employees have access to documents and resources that are easily searchable and up to date.


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27 | P a g e Source: http://blogs.msdn.com/cfs-filesystemfile.ashx/__key/CommunityServer-Components-PostAttachments/00-00-71-

58-21/Send-to-Records-Center.png

The intranet allows integrated calendars to show each individuals work schedule on one

calendar, as well as separate calendars. The site also offers a community feature, allowing

employees to communicate with each other and share knowledge and ideas. Zazou can

encourage employees to communicate with each other through blogs, discussion topics, and

surveys posted on the intranet. The software can be downloaded online, and can be easily

customized for Zazous. The program costs $6.68 per user per month and is later explained in

the budget.

Using the intranet will not only allow Zazous employees to communicate amongst each other

and access company documents and information such as sales reports, customer feedback

reports, employee manuals, vacation request forms, schedules, etc, but Zazou can also

communicate with its employees by publishing updates and notifications. Zazou can

communicate through the intranet with updates and internal newsletters that communicate

goals, tips, and recognize outstanding employees. Having an internal newsletter can help

motivate employees by recognizing their accomplishments and reinforcing goals the company is

striving to reach. The site can also be set up to send out email notifications when updates occur

on the site. An example of a basic SharePoint homepage with calendars, tasks, team

discussions, and announcements is shown below in Figure 5.

Figure 5.Microsoft SharePoint


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To implement an internal communications plan using a company intranet, Zazou would need to

assign an individual, or individuals, to create and maintain the site and decide what information

should be accessible from the intranet. The company must also ensure that all members of the

organization are aware of the change and are on board to use the site effectively. Once the

intranet has been purchased and set up, Zazou would then need to train all employees to

ensure that each individual has access to the site and knows how to properly use each of its

features. The company must stress the importance of the site to make sure all employees are

logging onto the site on a regular basis. Ensuring all members know the value of their

information to the organization and opening proper lines of communication can help encourage

employees to share their knowledge across the organization. Effective communications within

an organization can lead to increased efficiency and productivity.

With effective internal communications plans in place, management can easily communicate

with employees and individuals within the organization can easily access information and

communicate with others in the organization, no matter where they are located. The effective

use of a company intranet will not only allow employees to be more knowledgeable about the

organization with up to date information, but will also allow them to connect more with the

company and others within the organization. Individuals will feel more open to sharing

knowledge with the company, feel more up to date, and be more motivated to work towards

reaching goals. Having an internal communications plan that is effective can lead to increased

efficiency and productivity, and therefore hopefully lead to increased profits from an increase

in sales and cost savings from errors.


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Recommended Implementation Plan

Human Resources Implementation Plan

Task/Activity Explanation

Start

Date Dur Due Date Assigned to

Research & Confirm Option 1 or 2 15-Apr-11 15 30-Apr-11Contact Milano 15-Apr-11 0 15-Apr-11 Bruce/John

Contact SAP Business Objects 18-Apr-11 0 18-Apr-11 Bruce/John

Research Microsoft SharePoint 18-Apr-11 4 22-Apr-11 Marketing Rep

Business Intelligence Research See what competitors are using 15-Apr-11 15 30-Apr-11 Marketing Rep

Decide on Option Management Meeting 29-Apr-11 0 29-Apr-11 Bruce

Planning 1-May-11 31 31-May-11

Decide what information to include 1-May-11 6 7-May-11 Bruce/John

Plan on When/ How to keep staff informed

Meeting with Bruce/John &

Marketing Rep 1-May-11 13 14-May-11 Bruce/John

Who has access to what information 14-May-11 17 31-May-11 Bruce/John

Designing Staff Training Sessions Team meetings 14-May-11 17 31-May-11

Hired

Company

Implementation & Evaluation 1-Jun-11 44 14-Aug-11

Training session with technical rep from company Upper management meeting 1-Jun-11 6 7-Jun-11 Bruce/John

Staff Training Sessions Team meetings 7-Jun-11 14 21-Jun-11 All

Overlap current system with new system 7-Jun-11 54 31-Jul-11 John

Followup session with staff - feedback 21-Jul-11 10 31-Jul-11 All

Make recommended changes/discontinue old

systems 1-Aug-11 13 14-Aug-11 Bruce/John


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Recommended Budget

Option 1

Business Process Fixed Cost Variable Monthly Cost

Microsoft SharePoint $0 $6.68 per user x 35

Crystal Reports $100 $6.00 per user x 25

Milano Package Upgrade $1,000

Milano Internal Onsite Trainer $1,000 As needed basis

Total $2,100 $12.68 per user x 35 = $443.80

**All costs above are estimated and require verification

Option 2

Business Process Fixed Cost Variable Monthly Cost

Microsoft SharePoint $0 $6.68 per user x 35Crystal Reports $100 $6.00 per user x 25

SAP Business 1 $30,000

SAP Internal Onsite Trainer $10,000 As needed basis

Total $40,100 $12.68 per user x 35 = $443.80

**All costs above are estimated and require verification

To summarize the above two budget options, we feel that Option 1, using the current software

through Milano and looking into an upgrade option, will be the most affordable option for

Zazou and should help to rectify the current barriers it has been facing in human resources.

Although the implementation of a Human Resources plan including software for both goal

setting applications and internal communications may seem like a large upfront cost, we

believe the benefits of these systems will outweigh these costs and help Zazou increase its

profits. Having appropriate goal setting applications and internal communications can help

Zazou run its business more efficiently through appropriate scheduling and can also help the

company to easily identify weaknesses and strengths and set appropriate goals accordingly.

Having a company intranet will also allow employees to be more involved with the company

and updated even when they are not on shift. Through improving these areas in Human

Resources, Zazou will increase its employee morale and productivity, therefore leading to an

increase in efficiency and customer satisfaction.


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Source:http://www.zazou.ca/

2. Marketing Recommendation

Zazou Salon and Spa is currently using many different online marketing techniques. Their

website is user friendly, interactive and is representative of the companys brand. Zazou utilizes

social media by using Facebook, Twitter and a blog located on their website. The Constant

Contact software is used to send newsletters to subscribers. The following recommendations

will be able to enhance their current online marketing strategies while making the different

mediums more cohesive. We recommend that Zazou Salon and Spa improve upon the following

areas:

Website Modifications Social media Online advertising and promotions

Website Recommendations

Zazou Salon and Spas homepage is very visually appealing from first glance. As the user scrolls

down the page the content looks cluttered making it difficult to focus and read the information.

We recommend eliminating the text shown in Figure 6 and moving to a separate menu option

labelled PHILOSOPHY. The new recommended title menu is shown in Figure 7.

Figure 6.Zazou Salon and Spa Homepage
http://www.zazou.ca/http://www.zazou.ca/


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We recommend that Zazou incorporate stylists/aestheticians profile under the TEAM menu

option. Each employee could have a personal photo and short biography describing their

backgrounds, specialities and awards received. The biographies should be reflective of the

different employees personalities making them relatable to your clients. Anotherrecommended addition to Zazous website includes a GALLERY menu option. This would

include photos of current hair styles and latest looks. For example, it could include celebrity

trends and runway styles. Zazou could also post before, during and after photos of clients under

a sub menu option labelled Makeovers.

Social Media Recommendations

Zazou Salon and Spa could further extend the use of their social media in the following ways.

Firstly, Zazou could make their Twitter updates more interactive with their followers. This can

be done by tweeting funny and catchy phrases in order to get the followers attention. They

could tweet about a humorous incident at the salon or talk about a celebritys new hair style.

For example, OMG did you see Lady Gagas new hairdo?! with a picture or link attached.

Limited or instant online promotions could also be offered through Twitter. Zazou could tweet

Figure 7.New Website Title

Source: http://www.zazou.ca/

PHILOSOPHY


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Come in today for a haircut and receive 20% your next spa visit! and include a code that must

be presented at the time of purchase. Using Twitter will help create instant communication to

your clientele. By communicating with clients on a daily basis, their loyalty to the salon will

increase because Zazou will be top-of-mind.

Secondly, Zazou could make use of YouTube by posting fun videos that show off their talents.

The before and after makeovers could be recorded and uploaded with catchy music in the

background. Zazou could post informal 30 second video commercials on YouTube as another

advertising medium.

Thirdly, Zazou should update their Facebook page more frequently as fans tend to stop visiting

pages that arent current. Updating their page will help Zazou show up in their fans

newsfeeds, encouraging them to visit the page. Similar to Twitter, Zazou could post catchy

phrases to entice their followers to comment and interact with the company.

Online Advertising and Promotions

There are many online opportunities for Zazou to advertise for a relatively low cost. Using

internet technology to advertise is less expensive than most print ads. They allow businesses to

choose very specific advertising avenues that can focus on their target market. We recommend

that Zazou use several types of online advertising and promotional tools to enhance their

current marketing strategies.

The first type of online advertising that we suggest Zazou to utilize is banner advertisements.

Banner ads entice users to click on the banner and drive traffic to the Zazou webpage. Zazou

will be able to measure the effectiveness of their banner ads by tracking the number of people

who click on their banner to visit their site. Zazou could choose several internet locations to

apply banner ads. Zazou should choose sites that are used by their target market. These

websites could include local fashion and beauty blogs, yoga websites and online magazines.

In addition to banner advertising, we also recommend Facebook ads. Facebook ads are similar

to banner ads in that Zazou will be able to choose the advertising locationshowever, these


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locations will be limited to Facebook pages. Both Facebook and banner ads allow Zazou to get

very specific with their target market. For example, Zazou could choose to place an

advertisement on Avedas Facebook page. The advertisement would appear under sponsored

on the right side of the Facebook page. The user could then click on the advertisement which

could take them to either Zazous Facebook page or their website. Below is an example of how

Zazou could use a Facebook advertisement on Avedas Facebook page.

Google ads are another form of advertising that could be very beneficial for Zazou. Google ads

allow Zazou to advertise on the most-used search engine worldwide while being able to focus in

on the local region of Vancouver. Google Ads are very simple to set up and easy to implement

and have one very important selling featureabsolutely no risk. Zazou will only have to pay for

Google Ads if they work. They are also very flexible. Google advertisement campaigns can be

changed, paused, or ended at any time. Zazou can create Google ads that appear when certain

keywords are searched. For example, if someone searches North Vancouver Spa on Google, an

advertisement will appear on the right hand side of the search results. Similarly to banner and

Facebook ads, Zazou will be able to advertise to an audience that is already interested in your

business. An example of where Zazou would advertisement on Google can be seen in Figure 9.

10% off salon

services

Figure 8.Example of Zazou Facebook Advertisement

Source:http://www.facebook.com/Aveda
http://www.facebook.com/Avedahttp://www.facebook.com/Aveda


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Groupon is another tool that Zazou could use to advertise and promote their salon and spa. It is

a buying approach to shopping that has increased in popularity. Connected by the internet, a

group of people purchase the same product/service to receive discounts (Groupon). There are

many benefits of using Groupon as it helps create valuable, new customers (Groupon). Since a

minimum number of people must buy for the offer to be valid, Groupon guarantees paying

customers (Groupon). Providing discounts on Groupon would give Zazou more exposure while

creating word of mouth throughout Vancouver. Another benefit of using a group buying site is

that there are no out of pocket costs, rather the company takes a piece of each Groupon sold

(Groupon). For Zazou, the main objective would be to use Groupon to increase first time

customers by getting them into your salon. After visiting the salon, other advertising techniques

would be used to further retain the customer. The advertisement would look similar to the one

seen in Figure 10.

Figure 9.Example of Zazou Google Advertisement

Source:http://www.google.ca/#sclient=psy&hl=en&site=&source=hp&q=north+vancouver+spa&aq=f&aqi=&aql=&oq=&pbx=1&fp=97dfff1b864bbdfd
http://www.google.ca/#sclient=psy&hl=en&site=&source=hp&q=north+vancouver+spa&aq=f&aqi=&aql=&oq=&pbx=1&fp=97dfff1b864bbdfdhttp://www.google.ca/#sclient=psy&hl=en&site=&source=hp&q=north+vancouver+spa&aq=f&aqi=&aql=&oq=&pbx=1&fp=97dfff1b864bbdfdhttp://www.google.ca/#sclient=psy&hl=en&site=&source=hp&q=north+vancouver+spa&aq=f&aqi=&aql=&oq=&pbx=1&fp=97dfff1b864bbdfdhttp://www.google.ca/#sclient=psy&hl=en&site=&source=hp&q=north+vancouver+spa&aq=f&aqi=&aql=&oq=&pbx=1&fp=97dfff1b864bbdfd


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Source:http://www.groupon.com/vancouver/deals/barbarella-hair-salon

Figure 10.Example of Zazou Groupon Advertisement
http://www.groupon.com/vancouver/deals/barbarella-hair-salonhttp://www.groupon.com/vancouver/deals/barbarella-hair-salon


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Recommended Implementation Plan

Marketing Implementation Plan

Task/Activity Explanation Start Date Dur Due Date Assigned to

Website Modifications 15-Apr-11 36 06-May-11

Create Staff Biographies/Photos Ask employees for personal biographies 15-Apr-11 7 22-Apr-11 All StaffConduct Client Makeovers Take before/after photos 15-Apr-11 20 5-May-11 John/Marketing

Add "PHILOSOPHY" Menu Option Add content 6-May-11 9 15-May-11 Marketing Rep

Add "TEAM" Menu Option Add content 6-May-11 9 15-May-11 Marketing Rep

Add "GALLERY" Menu Option Add content 6-May-11 9 15-May-11 Marketing Rep

Social Media Activities 15-May-11 N/A N/A

New Twitter Updates Updated 3-4 times a week 15-May-11 Weekly N/A Marketing Rep

Post YouTube Videos Updated once a month 15-May-11 Monthly N/A Marketing Rep

Update Facebook Page 15-May-11 Weekly N/A Marketing Rep

Online Advertising and Promotions 17-May-11 7 24-May-11

Banner Advertisements Choose and place 17-May-11 7 24-May-11 Marketing RepFacebook Advertisements Choose company websites 17-May-11 7 24-May-11 Marketing Rep

Google Advertisements 17-May-11 7 24-May-11 Marketing Rep

First Groupon Coupon Trial run 17-May-11 7 24-May-11 Marketing Rep


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Recommended Budget

It is recommended that Zazous marketing department implement these marketing changes

internally. Below is the recommended budget for Zazou.

ACTIVITY COST

Initial Fixed Cost

Website Modifications 6 pages @$200 per page $1,200

Total Initial Fixed Cost $1,200

Variable Monthly Cost

Updating Social Media 8 hours per month @ $20 per hour $160

Banner Advertisements (Pay per click @ $0.50 each) $200

Google Advertisements (Pay per click @ $0.50 each) $200

Facebook Advertisements (Pay per click @ $0.50 each) $200

Groupon Promotion $500

Total Variable Cost Per Month $1,260

Total Cost of Recommendation $2,460

**Above amounts are only estimates

It is difficult to determine exactly what Zazou will need to sell in order to break even for this

recommendation because they offer a variety of services with different associated prices. It is

important that Zazou monitor their website analytics in order to determine where their website

traffic is coming from. They will be able to identify how many users have clicked on each of

their advertisements through viewing their website clickstream. Each advertising channel can

be further evaluated by distinguishing the revenue coming from each ad. Zazou could

implement an online promotion on their website allowing them to measure the amount of

clients coming to their salon from their website. This would give Zazou a relative idea of how

effective the online advertising is.


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Conclusion

Zazou Salon and Spa strives to be recognized as a full service high-end salon and spa catering to

the North Shore market. After reviewing the functional areas and corporate goals of Zazou

Salon and Spa and researching out various areas that can be improved through the use of

ebusiness, we would recommend that Zazou Salon and Spa incorporate the recommendations

in the Human Resources and Marketing areas into their business processes. Zazou expressed

their concern with their current lack of proper internal communications and goal setting

applications, and their desire to improve their marketing capabilities through communications

with customers to increase sales in the companys corporate objectives.

The recommendations within the Human Resources area of the company included improving

performance management planning and internal communications. As Zazou staff is a very

important asset to the company, it is important that their skills and abilities are able to be used

to their full potential to increase customer satisfaction, which can lead to an overall increase in

company sales. We would recommend that Zazou Salon and Spa purchase a system through

SAP Business Objects or modify the Milano software and if not already using the program,

acquire Crystal Reports to implement this recommendation. With internal communications,

Zazou currently does not have an efficient way to keep in contact with employees on an up to

date basis, or allow employees to contact one another. With the use of an intranet, employees

can login to the companys internal site from wherever they are located and receive up to date

news, view calendars, add to discussions, and search for relevant company information such as

sales reports or customer contact information. We would recommend Microsoft SharePoint as

an intranet application for Zazou to use that can be downloaded online. We believe that

continually allowing employees to review their progress, keeping staff up to date and keeping

internal communication lines open are essential ways to keep employees motivated and

developing their skills. Having motivated staff can lead to an increase in customer satisfaction,

thus helping to contribute to the companys overall objectives ofincreasing the amount of new

clients and increasing sales.


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The Marketing recommendation included improving online areas in the company website,

social media sites, and online advertising and promotions. We recommended adding employee

profiles to the website, as well as a photo gallery of customer makeovers and moving the

companys information on the homepage to a new section to be added to the website called

Philosophy. Additionally, we recommended Zazou increases the use of their social media sites

to keep customers engaged and updated on the company, and would also recommend that the

company uses banner advertisements on related websites and Facebook ads. Zazou could also

use Google ads to increase their search ability, and offer a special promotion on Groupon to

attract new customers to the company.

We believe that implementing the above recommendations will help Zazou Salon and Spa

achieve their overall objectives and help them to better communicate and display their value

proposition and the new mission of being the Ferrari of the North Shore Salon & Spas(Peters

& Cowie) . Increasing employee and overall company goal setting capabilities, improving

internal communications amongst employees and management, and using effective marketing

tools to reach wider markets can all contribute to increasing Zazous brand image. Others areas

that will be benefited include the companys brand awareness, customer retention and

satisfaction which will all help increase company sales.


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Works Cited

"About Groupon." The Daily Groupon. Web. 06 Apr. 2011.

"Aveda Canada | Facebook." Welcome to Facebook - Log In, Sign Up or Learn More. Web. 05

Apr. 2011. .

"Barbarella Hair Salon Deal of the Day | Groupon Vancouver." The Daily Groupon | Coupons,

Discounts, and Deals on the Best in Central Jersey. Jan. 2011. Web. 01 Apr. 2011.

.

"Google Images." Google. Web. 05 Apr. 2011. .

ICBC | Home. Web. 20 Mar. 2011. .Microsoft

Milano Software | Spa, Salon, Medi and Retail Software Specialists. Web. 1 Feb. 2011.

.

Peters, Bruce & Cowie, John. "Zazou Salon and Spa." Personal interview. 4 Feb. 2011.

SAP Personal InterviewNicole Versteeg, Inside Sales Education Executive

"SharePoint Online - Hosted Collaboration, Enterprise CRM | Microsoft BPOS." Web. 21 Mar.

2011. .

Trites, Gerald, and Jefim Efrim Boritz. EBusiness: a Canadian Perspective for a Networked World.

Toronto: Pearson Prentice Hall, 2009. Print.

Zazou Salon & Spa North Vancouver - Rejuvenation Redefined. Web. 20 Jan. 2011.

.

FINAL-REPORT-ZAZOU-NEW.pdf

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