Structured Process Analysis

 

Structured Process Analysis

A structured business process is a documented and a standardized sequence of activities and formally defined for consistency and efficiency in operations. This process supports operational and structured managerial decisions as the procedure for the course of actions that employees should follow falls under it. Essentially, it allows workflow to flow smoothly with reduced variation and increases the accountability of employees in the working environment due to which one could ensure higher quality decision making and overall performance.

The AMC Theatres's ticket sales process scope takes care of everything from a point when a customer desires to watch a movie right down to the point a customer has paid for a ticket and is inside viewing a movie. This range is inclusive of over the counter and online ticket bookings so that the customers track ease of finding data about any transactions made, managing the required inventories, and knowing about the customer's concerns.

Ticket Sales

  1. Customer views Movies

  • Customers search for movies, showtimes, and locations on the website/app/physical kiosk of AMC.

  1. Select Movie and Showtime

  • The customer selects the movie and preferred showtime

  1. Choose Ticket Type

  • The customer selects the appropriate ticket type: adult, child, senior, or any discounted tickets, including student and military rates.

  1. Choose Seating-if available

  • If reserved seating is offered at the theater, then customers will choose their favorite seats using the seat map.

  1. Add Extras-optionalCustomers can add snacks or drinks to the purchase or choose special formats like IMAX or Dolby.

  2. Logs in Account or Continues as Guest

  • The customer logs into his/her AMC Stubs account to earn/redeem rewards or can continue as a guest.

  1. Enters Payment Details

  • The customer provides payment information and selects the form of his/her payment, i.e., credit/debit card, gift card, etc.

  1. Confirmation of Ticket

  • On payment, the system issues an e-ticket or QR code, which is then forwarded to the customer's phone or email.

  1. Ticket Checking at Entrance

  • The customer then heads to the entrance upon arrival and indicates the digital ticket or QR code for scanning purposes to confirm seat allocation.

  1.  Feedback Gathering -Optional

  • Later, AMC may send a follow-up message asking for feedback about the experience.


Any Issues?
AMC Theatres has several business process challenges it is facing in the modern-day context, including:
1. Debt Management: AMC has a huge debt burden and has been actively restructuring to manage its financial obligations. While steps like bond exchanges and extending debt maturities to 2026 have provided short-term relief, high-interest payments, and overall leverage remain long-term concerns. 2. Consumer Preferences and Market Trends: Changing consumer habits-for example, towards streaming services and higher-quality experiences AMC is always innovating. Heavily investing in PLF and enhanced offerings, like Dolby Cinema and IMAX with Laser, the chain aims to lure audiences back into the theaters. 3. Competition from Alternative Entertainment: With increasingly sophisticated home entertainment and decreasing prices, it's challenging to attract consumers to theatres. AMC also competes with other chains offering similar experiences. 4. Operating Costs and Revenue Diversification: Operating costs-primarily rent and staff salaries-remain high. AMC pursued diversification through endeavors like AMC Theatres Distribution and concert films and special content, but those businesses are still firming up reliable profitability. 5. Technological Upgrade: AMC has stated its "Go Plan," including investing $1.5 billion over the next few years into technology upgrades, such as laser projection systems. The execution is linked to available capital and the rate of box office recovery.
Notwithstanding these challenges, AMC is optimistic and focused on making improvements in the movie-going experience and stabilizing its financial position through strategic investments and operational efficiency.
Information System

This procedure is supported by integrated point-of-sale (POS) and inventory management modules in a customer relationship management (CRM) system. It makes it possible for AMC to manage promotions, feedback gathering, inventory management, and customer transactions. The IS consists of five parts:

  1. Hardware: point-of-sale (POS) systems, kiosks, servers that house the website and app, and mobile devices that let customers scan QR codes at doors. 

  2. Software: Stubs account management and ticket purchasing via the AMC website and mobile app. POS software for tracking goods and selling tickets in person. CRM software for managing reward points, preferences, and customer data.  The brand of CRM being used will most likely connect to the theater maker studio. They are known for audience engagement, fundraising, and promotion, which is what my team is looking for in our company. 

  3. Data: Customer information (preferences, past purchases, and AMC Stubs points). Inventory information (available seats in real-time). Sales information (revenue, past transactions, and discounts applied). Feedback information to enhance services.

  4. Procedures: steps in the ticket sales process (from browsing to check-in) are outlined in. Rules for handling promotions, incentives, and inventory. The procedures included are the purchasing of the ticket, after being purchased a customer has to check in through the faculty at the front. Purchasing can be through kiosks, mobile apps/websites, or in person with employees. After the first step is done the customer has to check in and redeem the ticket they purchased. This step cannot be done digitally and can only be realized by the employee. If the customer is interested in purchasing food, drinks, or snacks this can be done at the concession stand or through the mobile app. Notice that all purchases can add points to the AMC stubs members. Finding, watching, and enjoying the movie is an obvious step, but after exiting the customers can provide feedback on their experience or even the movie itself. Here is the procedure in the sales process and customer experience. Some issues that a customer may come across are technical issues like glitching or seat inventory. Long lines for popular movies may be one as well as refunds if a customer does not like their experience.

  5. People: AMC employees are in charge of customer service and ticket counters. The IT support staff takes care of technical problems and system maintenance. For customer patterns and focused initiatives, the marketing team analyzes data.











Information Silos


If AMC's web platforms, POS, and CRM run separately, fragmentation of data may result in information silos. By integrating customer information, purchase history, and feedback into a single database that is available from any department, the integrated IS breaks down organizational silos. As stated in some issues with the process issues with the is can arise including the following. Service Overflow Throughout high traffic: The system may experience stress during times of high demand. Data privacy issues: Strict security protocols are needed for collecting and maintaining consumer data. Consistency in user experience: Online and in-person interactions should be comparable, inconsistencies may cause misunderstandings.


CRM,ERP, an EAI


CRM is an acronym for Customer Relationship Management. CRM is a system of applications, a database, and a set of essential processes for managing all interactions with the customer. Implementing a CRM system helps a company become more consumer-focused. AMC currently does not have a CRM system implemented. ERP stands for Enterprise Resource Planning. This is when business processes are strengthened and enhanced into one reliable computing program using modules and inherent processes. The major ERP vendors are SAP, Microsoft, and Oracle. SAP is one of the lucrative vendors, with twenty-one percent of the market share. EAI is also known as Enterprise Application Integration. It uses different levels of software to fuse the already established systems. AMC uses Enterprise Resource Planning (ERP), which is provided by Oracle, one of the major vendors. This use of ERP helps the organization streamline procurement practices and make transactions with suppliers more


Inter-enterprise IS

An Inter-Enterprise Information System facilitates communication, data sharing, and collaboration between two or more independent organizations. Solutions to problems often require the cooperation of multiple separate organizations, and these systems involve thousands of users. AMC utilizes inter-enterprise information systems such as Fandango and Atom to streamline ticket sales and enhance customer accessibility. These platforms act as collaborative systems that connect the theatres with various third-party ticketing systems, facilitating real-time information sharing about movie schedules, seat availability, and pricing.


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