Recommendations

 

As we analyzed in the previous sections, there are recommendations from business strategy, structured process, and dynamic process. 

In the business strategy section, Kean University Bookstore can consider strengthening the partnership with Kean University to secure exclusive access to campus-based customers. For example, providing course-specific materials or exclusive event tie-ins. To make this partnership even more beneficial, the bookstore can offer financial incentives that directly appeal to students. It can include campus Cougar/Flex dollars which are part of the university’s financial aid or campus spending system, and provide a unique opportunity to encourage students to shop at the bookstore. Building on financial incentives, promoting the bookstore’s presence through campus-wide events can further increase its visibility and appeal. 

While event collaborations create short-term visibility, fostering long-term loyalty is equally important and requires additional strategic measures. The bookstore can provide loyalty rewards for frequent purchases to retain student customers. A loyalty rewards program can help the bookstore build lasting relationships with its customers. For example, students who make frequent purchases can earn points for every dollar spent, which can be redeemed for discounts or exclusive merchandise. CRM systems can manage customer data and reward balances, ensuring a smooth and personalized experience. To further compete with external rivals, implementing policies that address pricing concerns can strengthen the bookstore’s appeal.

Business strategy like offering a price-matching policy ensures that students feel confident purchasing textbooks from the bookstore, knowing they are getting the best prices. MIS tools like data analytics and inventory management systems can monitor competitor prices and adjust offerings in real time. Beyond business strategy, improving operational efficiency through structured processes can also enhance the customer experience.

Structured processes like automating inventory updates across all systems can reduce manual errors. By automating inventory updates between systems like OMS, Oracle, and TA2, the bookstore can ensure accurate, real-time tracking of stock levels. For example, when an item is sold online, the inventory count is automatically updated across all platforms and this can eliminate discrepancies. Automation not only saves time but also reduces errors caused by manual data entry, improving operational efficiency. This integration aligns with the five components of MIS (hardware, software, data, procedures, and people). 

Additionally, Bookstores can also introduce advanced technology like self-checkout kiosks for in store purchases or desktop virtualization to allow employees to work remotely during busy periods. In integrating the CMA-POS system with the kiosks, students will be able to quickly purchase items without waiting in long lines, especially during rush hours. Also, dynamic processes can be streamlined by using email marketing to remind students of key dates, like textbook buyback periods and sales events. 

To address additional challenges faced by the Kean University Bookstore, we recommend several actionable strategies focusing on operational efficiency, customer engagement, and enhanced security.

The bookstore should integrate its systems to streamline operations. A unified management system connecting point-of-sale, inventory tracking, and online sales platforms would eliminate redundant data entry, improve real-time inventory visibility, and simplify reporting for better decision-making. This integration would ensure seamless operation across all aspects of the bookstore. Enhancing marketing efforts and customer engagement is essential. By utilizing social media information systems like Instagram and Facebook, the bookstore can launch regular promotions, engage with customers, and gather valuable feedback to personalize offers. These initiatives would increase the bookstore’s visibility and foster stronger connections with the Kean community, driving more traffic and loyalty. 

Addressing staffing constraints is another key recommendation. The bookstore should invest in employee training programs and leverage technology to optimize staff productivity. Cross-training employees to handle multiple roles during busy periods and implementing AI-powered chatbots for common inquiries. This would alleviate the burden on staff and ensure prompt customer assistance, ultimately improving satisfaction. Strengthening security measures is critical to protecting sensitive data and ensuring trust. The bookstore should implement multi-factor authentication for employee logins, conduct regular security audits, and provide staff training to recognize phishing attempts and other cyber threats. These measures would enhance cybersecurity and safeguard both customer and business information. 

Expanding product and service offerings is another important step. The Introduction of eco-friendly and sustainable product options, broadening digital textbook selections, and enhancing café services with loyalty programs and mobile ordering would cater to evolving student preferences and diversify revenue streams while building a stronger connection with the student community. Finally, improving the online shopping experience is crucial. Redesigning the bookstore’s website for better usability, optimizing it for mobile devices, and adding order-tracking features would significantly enhance convenience for students and faculty. These improvements would encourage more online purchases and build confidence in the bookstore’s digital services.

By adopting these recommendations, the Kean University Bookstore can modernize its

 operations, better serve its customers, and establish itself as a reliable and innovative resource for the Kean community.