How your work is going to be marked by the assessor
| 1. Introduction (2 marks)
1.1. Introduction and purpose of the essay i.e. introduction to business situation and context
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2. Analysis (body) (10 marks) 2.1. Overview of factors as they relate to the hairdressing industry with appropriate referencing (5 marks) 2.2. Identification and explanation of key factors in relation to Quik Clips business (5 marks)
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3. Recommendations and conclusion (4 marks)
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4. Academic scholarship (4 marks) 4.1. Structure of essay 4.3. Appropriate referencing style
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| 13.4 |
ASSESSMENT COVERSHEET
| Include an assessment coversheet at the front of every assessment submitted in this unit. Please ensure that all sections are completed correctly before submission. |
Assessment task comments:
If needed, add any comments you wish to make to the assessor about this assessment task.
Participant declaration:
I hereby declare that the work submitted for this assessment task is my original work, and I have not plagiarised any of it, as defined by Swinburne University in the Unit of Study Outline.
By adding your name to this form, you are agreeing to the above statement.
DETAILS OF ASSESSMENT
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DATE OF SUBMISSION |
23/04/2012 | |||
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ASSESSMENT TITLE |
Interoduction to management assignment 1 | |||
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UNIT CODE |
SLTE100 | UNIT NAME | Interoduction to management | |
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STUDENT NUMBER |
9785752 | STUDENT NAME | Vinod Kumar Patiyal | |
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EMAIL ADDRESS |
Patiyal_99@yahoo.com | |||
| Final grade 13.4
Feedback: You’ve done a good amount of research and your explanation of each environmental factor is fantastic. What you need to concentrate on is using the references and data to your advantage when discussing a viewpoint, otherwise, you’re just being descriptive. Try to keep EACH section devoted to EACH idea and put all the effort into that section instead of separating them or the flow is lost and the structure becomes weak.
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Executive Summary:[r1]
In today’s generation a large number of organizations enter into the market on a regular basis. With modernization in every sector like education, industrialization, society etc people are developing lot of innovative ideas and promoting it as a business opportunity. Because of this reason there are a large number of organizations in every segment and for a particular product or service many organizations enter into the market. Even though this increases lot of choice for the customers but it becomes a threat for the organization due to increase in the competition. Every organization tries to compete with others and maintain its position in the market. In order to do so the organizations always changes their marketing strategies and introduce various new strategies that can attract the customers. In this way they maintain their integrity. An organization is affected by various external and internal factors and based on these factors the organizations prepare their strategies. It is thus very important for the organization to keep upgrading their strategies because the external and internal environment can be highly fluctuating. External environment are described under two categories called Mega environment and Task Environment. In this paper a case study of hair dressing salon is taken and external analysis is done especially the mega environmental factors that affects the Salon. Based on it further recommendations are also made for the successful working of the Salon[r2] .
Introduction:
Quik Clips is one of the business venture that is planned by three hair stylist to establish at Northbridge. The main service of Quik Clips would be to provide a wide range of hair cutting at a comparatively lower price. The founder believes that they will start the business at Northbridge and then will slowly spread it to all over the Australia by the system of Franchising. The business is planned to be named Quik Clips because the founder believes that their main aim would be to provide the customer a quick and stylish hair cut at a comparatively low price. They also believe that the name Quik Clips will attract a large number of customers. The main strategy of the business would be to plan and manage the three most important things which are taking the appointment, providing hair cutting and the payments. The business of hair dressing completely depends of the service and proper service will make the customer satisfied and the organization will get proper return. In order to do so it thus would required a very efficient team of staffs. The staffs should not only be efficient in providing good hair cuttings but at the same time need to be friendly and appealing as the main success for this organization would come from happy customers. The main marketing criteria would be advertisements and word of mouth. So it is important that initially when the business starts every service should be provided in a perfect manner. This would make the customer satisfied and the word of mouth marketing will be fruitful.
The founder now prepared to start their business need suggestions and advices. In order to begin a good business it is essential to first analyze the external factors that would affect the business. A lot of analysis tools are being designed to analyze the external environment affecting a business. In this case the Mega Environmental Factors would be taken into consideration and then the Quik Clips will be analyzed based on it. Accordingly the suggestions would be made on the ways to begin the business and run it in a successful manner.
Mega Environmental Factors (Explanation of Analysis Tools):
Mega environment is also known as general environment and it is described as a part of the external environment which constitutes some wide factors of the society which influences the working of an organization (Doole& Lowe, 2008). There are two main elements of the Mega Environmental Factors and they are the technological factor and the economic factor. Mega Factors also include the culture of the society.
Technological Factor: The main reason behind the rise of industrialization is technology. Technology largely affects the life of every people. Every organization one of the success factor is the proper use of technologies. In a way the technology changed the structure and function of every organization. Technology solved a lot of problems of the organization because of which many organizations were not being able to fulfil their goals. Today every organization depends on some sort of technologies. Some of the reasons for which the technologies have changed the organization way of working are (Doolin, 2003):
a) With the help of technologies the work is getting faster and at much easier rate. Some advanced machines used in production and manufacturing units are producing larger number of products at lesser time.
b) Technologies also make it easier for the companies to make their organization global because through technology like internet organization can brand and market it products all over the world (Langlois, 2002[r3] ).
Thus, with these and lot of other instances it cannot be wrong to say that technology brought revolution in industries and moved it in a new path[r4] .
Economic Factor:Any kind of business or organization is largely affected by the economy of the country. Economy is defined as a process of acquiring wealth, distributing the wealth and finally consuming the wealth. The various economic factors that can influence the organization operations are like rate of interests, growth of the economy, rate of inflation and the exchange rates (Baker, 2008). An organization in order to began a business might require loans and so the rate of interest is one issue that can affect the organization and similarly all the other factors have importance of the organization functioning. The economy is also influenced by various rules and regulation that is set by the government of the country. Hence economy has a big influence on the working of the organizations. It also includes all the various legal issues and factors which the organization needs to follow in order to function efficiently in the country. An organization also needs to study the economy of the other countries when it plans to make the business global (Brassington&Pettitt, 2000). Economy also gets affected when there is change in the government and some major issues like war or any other disaster in the country. So based on all these economic factors the organization need to develop strategic plans in order to successfully survive under the stress of the economic rules and regulations.
Socio Cultural Factors:A business consists of either product or service and the ultimate aim of every organization is to fulfil the need of the customers either by providing a product or a service. Organization based on the society, its culture, status and values, should decide which products should be sold at which places. Like if an organization is producing toys then it should target residential areas, schools and other such segments (Porter & Kramer, 2006). There won’t be any profit if they do marketing at pubs or colleges because their target segment usually never visits such places. And the people at such places won’t ever be interested for their products. So an organization needs to keep this thing in mind that which segments they need to target and have a complete study on that particular segments ideas and values. Status even matters a lot as based on that the organization plans it profit. So socio cultural factor is also included under mega factors that can have great impact on the working of the organizations.
Based on all these factors the business planning for Quik Clips is needed to be done.
Mega Factors on Quik Clips:
In order to make a business planning for Quik Clips it is necessary to put it under the analysis tools and discuss how various factors of the analysis tools will affect the business of Quik Clips.
a) Technology: This is one of the major elements of Mega Factor. Being a modern hair dressing Salon the Quik Clip cannot just function with a pair of scissors. As compared to other salons the organization needs to include some extra factors that can attract customers towards it and so it needs to introduce some technological stuff. Technology does not mean just introducing some machinery (Doyle, 1998). Although they also run on technology but still the planning needs to be cost effective and too much machineries can affect the cost of the organization. Technology like computer, internet can have positive effect on the organization as it can create database to manage the appointments and payments. In order to carry out marketing the organization can use internet for online marketing. Some machinery like advance hair cutting instruments can be used in order to have a competitive advantage over others. The machineries should not be purchased together rather after proper working of the organization the machineries and the technology should be upgraded (Kotter& Schlesinger, 1991[r5] ).
b) Economy: The Quik Clips will be definitely affected by the economy of the country. At one point Australia is economically strong and so any kind of business venture can have bright future. In order to properly understand the economic factor the data collected from the IBIS world would be helpful. According to the IBIS world data the Hair Salon basically comes under household disposable business. As such the revenue of the hair dressing and beauty industries of Australia has been quite constant in the five years (2005-2010) with just a rise of 0.9% annually. The marketers believe that it can increase to 2.3% in the year 2011-2012. The total share the hair dressing industry in the Australia market is quite low (www.ibisworld.com, 2012). As the organization is highly fragmented with some as small as household business and some quite big organizations, the competition rate is also very high. Thus according to the report the exit and entry level is also more in hair dressing industry. The researchers believe that it is mostly the operators based on whom the organization success can depend. Because of low profits in the past 5 years the industries registered a very few number of hair dressing companies. The researchers again believe that even though the competition is high in this segment but it is the tactics of the operator that can protect the profit margin of the organization. According to the IBIS world the trends of the societies are changing and in next five years Australia will have a favourable condition for hair dressing market and so it can be a good investment venture (www.ibisworld.com, 2012). Based on this the Quik Clips industries need to focus on its operators and try to maintain a constant high quality service for long terms. After it has gain sufficient popularity it should move along with its franchise plans so that the people at other places immediately get attracted towards the organization. In this manner the organization can maintain its profit margin.
c) Socio Culture: The organization is highly affected by the society because ultimately it is the culture of the society that will decide the fate of the Quik Clips. The organization has planned to start its venture at Norhbridge. The people of the Northbridge are modern and belong to good status. The people are also stylish and love to enjoy their life (Mc Donald, 1992). As a result it is bound that they will definitely opt for good hair styles. This factor has a good effect on the organization. Even other parts of Australia also have standard and high status people. Australia also attracts a large number of tourists. The people are stylish and love to be presentable. Because of this in future also the plan of Quik Clips of having franchise all over Australia can also fetch them good market and good profits.
Conclusion:
So the overall recommendation would be that the founder of Quick Clips should start with a proper hair dressing salon at Northbridge where they should mainly hire some efficient operators and train them properly. The organization should include some minimum and highly required machines and with the rise in customer it can upgrade it technologies. After it establishes itself properly at Northbridge and have gain enough popularity it should move on with its expansion plans in Australia (Kotter& Schlesinger, 1991). The organization should save cost in marketing by opting cost effective marketing strategies like word of mouth and social networking.
So, the above discussion clearly explains the mega factors environment and the way by which Quik Clips can plan its strategy and survive in the market for a longer period. Only by proper services the organization can ensure maximum success.
References:
- Baker, M.J. (2008). “Critical Success Factors in Destination Marketing”. Tourism and Hospitality Research, Vol 8, 2, pp; 79-97.
- Brassington, F, Pettitt, S. (2000).“Principles of Marketing”. (2nd Edition) (Essex,Pearson Education Limited: 2000)
- Doole, I. and Lowe, R. (2008). “International Marketing Strategy”. Cengage Learning EMEA.
- Doolin, B. 2003. “Narratives of Change: Discourse, Technology and Organization”. Sage Journals, Vol 10, 4, pp; 751-770.
- Doyle, P. (1998).“Marketing Management and Strategy”. (2nd Edition)(Hemel Hempstead, Prentice Hall: 1998).
- Kotter, J. and Schlesinger, L. (1991). “Choosing strategies for change”. Harvard Business Review, pp.24-29.
- Langlois, R.N. 2002. “Modularity in Technology and Organization”. Journal of Economic Behaviour and Organization, Vol 29, 1, pp 19-37.
- McDonald, M. H. B. (1992). “Strategic Marketing Planning: A State-of-the-Art Review”. Marketing Intelligence and Planning, Vol.10 No. 4, pp; 4-22.
- Porter, M.E. & Kramer, M.R. (2006) “Strategy and Society: The Link Between Competitive Advantage and Corporate Social Responsibility“, Harvard Business Review, pp.78-92.
- www.ibisworld.com
[r1]Used in Reports mostly, and rarely in discussion papers (more Abstracts) but not in essays really.
[r2]In Executive Summary’s (ES) there should be all elements of the paper including the conclusion and your recommendations. This is for the next assignment, but consider what ES involves so you can get it perfect next time
[r3]Refer to the assignment task notes, we can’t use bullet points in essays
[r4]Very descriptive and no evidence of analysis that would benefit your argument and the owners. How is the Technological environment in hairdressing? What does the IBIS report say?
[r5]Not sure why you’re putting this in separate sections this could’ve been integrated into your TECHNOLOGY section up there
SOLUTION
TABLE OF CONTENTS
1) Executive summary
2) Introduction
3) Location
4) Application of the viewpoints of FW Taylor and the Gilberts
5) Discussion on the various motivational theories
6) Services provided by the salon
7) Marketing and promotional activities
8) References
9) Bibliography
EXECUTIVE SUMMARY
Harry Comstock, Jim Chou, and Melissa Trifiletti identified an unfilled niche in the hairdressing industry: providing haircuts at a low-cost, quickly and efficiently. Quik clip is a project that is under planning by its promoters who have identified a niche in the market of economic hair cutting salon. I in this report will try to indentify this opportunity in the market and will talk about the various management and marketing decisions which the company should undertake to make it a successful business venture. I will talk about a few management theories that can be applied to the project and how they will help to improve the overall performance of the salon. Along with the recommendations given proper reasoning would also be attached to it. The report discusses in details every aspect important to start the salon.
INTRODUCTION
Quik clips will be hair salon which will target the middle class as it will provide all the hair services at a lower cost. Whenever a new business is started one should always be very clear regarding the target customer as all the strategies are planned accordingly. So, here we will target the middle class of Australia by providing hair services at lower price as compared to the other salon’s and gaining a edge over them .The first step begins with research and a proper plan has to be made wherein all details of the business needs to be mentioned. The promoters should be clear about the services they want to provide and at what rate these services are provided by the other competitors.
LOCATION
Once the services that will be provided has been decided the location of the salon needs to be decided. The two places in option are Box Hill or Northbridge. I think Northbridge would be a better location as it Northbridge is a suburb on the lower North Shore of Sydney, New South Wales, Australia. Northbridge is located 7 kilometers north of the Sydney central business district (Wikipedia). The transport system is also well developed as Bus routes 202, 203, 204, 205, 206, 207 & 208 from Wynyard, in the Sydney CBD, travel through Northbridge. It is a mixed area with plenty of residential and commercial occupancy, as the density of population is also very high possibility to attract target clients would be higher. It is better as the place required to set the salon will be available at reasonable rates.
APPLICATION OF THE CLASSICAL VIEWSPOINTS OF FW TAYLOR AND THE GILBRETHS
FW Taylor and Gilbert were both management scientists and has given valuable inputs on time study and motion study (Hahn M, 2007). FW Taylor was also known as the father of scientific management and has laid down the principles of scientific management which involves the following:
1) Firstly the various tasks which need to be allotted, he said the manager should try to see which is the most economical way of performing a particular task, he said that with the help of time study all the movements involved in performing a task should be studied and the extra movements should be eliminated thereby increasing the productivity of the worker
2) Selection of personnel in a scientific manner that means that all the employees recruited should be analysed in the view of their capabilities and the person who can the particular task in the best manner as compared to the other should be allotted the task to obtain expertise in that particular field.
3) Introduction of financial incentive. It means that instead of applying the time rate system the differential piece rate system should be adopted by the firm as it will motivate the employee to perform in a better manner as he will paid according to the amount of work he has done.
4) Functional foremanship, it implies that there should be division of responsibility between the worker and the manager and the worker should take orders directly from the functional foreman he is answerable to, so the worker was relieved from planning, evaluating and innovating their work they could directly concentrate on their actual task which they need to perform.
Gilberth views were different in the sense that he did not lay stress on the one best way of performing a task rather than that one should try to concentrate on the way in which the task is performed in less time and even the workload on the worker is reduced that means he with the help of still photographs tried to study the number of movement involved in performing a task and eliminate the extra movements.
Above I have listed the viewpoints of two management scientists and have discussed how they differentiate from each other I would know apply these viewpoints in our project of hair salon and discuss how it will be helpful to us to use them and increase the efficiency of the salon. I feel that F W Taylor’s views will be more helpful for the business as firstly by employing the expert of the field in performing a particular task provides excellence. When the person involved in hair cutting is the expert of the field he would provide better service and lead to higher level of customer satisfaction. The person involve in giving hair spa or massage should also be an expert so that he performs his task with greater efficiency and even impress the client by showing off the knowledge he posses about hair texture and scalp. Even the person sitting at the reception should be very receptive and well groomed so that the customer feels that they have come to the right place. Every work should be well divided and there should be a team work as there should be a head of each department like for hair cutting and hair treatment section there should be a separate head and all the people under them are answerable to them. Everyone should try to make the maximum utilization of the time available by minimising their indulgence in extra activities. The pay system should also be in accordance with the differential piece rate system as the hair cutter should be paid in accordance with the number of haircuts he has done and the head massager in accordance to the number of hair treatments or massages he has done as this would motivate the employee to avoid wasting time in extra activities and perform the task with higher efficiency.
DISCUSSION ON THE VARIOUS MOTIVATIONAL THEORIES
The main motivational theories given are by two people Abraham Maslow and Frederick Herzberg. I will discuss the two theories in details and then see relevance in respect to our project.
HERZBERG’S TWO FACTOR THEORY
Herzberg’s two factor theory is a content theory of motivation. He has laid emphasis on two factors i.e. Hygiene Factors and motivational factors (Tutor2u).
1) Hygiene Factors: These are the factors which are very important for the employee as they are related to the working conditions of the workers. These factors are related to employee satisfaction and these factors when present do not provide satisfaction in the long run whereas in case of absence these factors it will lead to a high level of dissatisfaction, as they are very basic and essential for an employee. These include:
- Pay and Benefits
- Company Policy and Administration
- Relationships with co-workers
- Supervision
2) Motivational factor: These factors are inherent for work and are also known as the satisfiers and provide high levels of satisfaction to the employees. These factors are based on the individual needs for personal growth and are perceived as additional benefit by the employees. These include:
- Status
- Opportunity for advancement
- Gaining recognition
- Responsibility
- Challenging / stimulating work
- Sense of personal achievement & personal growth in a job
MASLOWS NEED HIERACHY(Wikipedia)
Abrahim Maslow in 1943 in a paper on ‘ A Theory on human motivation’ proposed the Maslow need hierachy. According to him every person has a wide variety of need, he divided them into different categories and said that untill the basic need of food and shelter are not satisfied the person cannot move up the hierachy so the basic needs were termed as physiological needs by him whose fullfillment was the prime concern and were intial motivation factor for a employee to work. The physiological needs together with the safety needs are similar to the hygiene factors in the Herzberg’s theory. Maslow also thought that the satisfaction of these needs is very important as it can cause huge dissatisfaction to the employees. Once these needs are satisfied the employee move up the hierachy levels and the hierachy ends with the self actualization needs which very few people are able to achieve.
The hierarchy of needs include:
1. Biological and Physiological needs – air, food, drink, shelter, warmth, sex, sleep, etc.
2. Safety needs – protection from elements, security, order, law, limits, stability, etc.
3. Belongingness and Love needs – work group, family, affection, relationships, etc.
4. Esteem needs – self-esteem, achievement, mastery, independence, status, dominance, prestige, managerial responsibility, etc.
5. Self-Actualization needs – realizing personal potential, self-fulfillment, seeking personal growth and peak experiences.
Both the motivational theory lay emphasis on the same factors and complement each other so in my view taking into consideration the facts specified by both will be benficial for the firm. The manager should provide good working conditions and a reasonable pay scale to the employees as this will satisfy their essentail need of safety, food and shelter. They should be given bonus on chrismas new year. They should be given some incentive if they perform extraordinarily in that month, like if a particular staff menber has highest number of massages done and even the client review is good he should be rewarded. When the management is judging the performance of the employee they should take into consideration what feedback the client has provided on him as otherwise in order to increase the number of massages the staff menber can just take one massage after another without taking care of the quality of his work which will create bad reputation of the salon.The management should address the employees with their names and should ask them also to address the people to whom they are reporting with their first name as this helps in creating a sense of equality among the staff menbers. Everyone should feel important and if somebody performs extraordinarily he should be appreciated by the mangemnet so that he feels pride and the need for recognation is satisfied , for eg. When the hair cutter has shown innovation and done a extremely different and good haircut he should be appreciated for the task done by him. Incase a staff menber is ill he should be given proper medical help or leave whatever required. The staff should be allowed to take some decisions on their own as this satisfies their self esteem needs. While working motivating the employees is very important as they are the basis reason for the sucess of a salon as when the employees are motivated the provide effficient services and are very humble and polite to the clients which in the long run adds to the credibality of the salon.
SERVICES PROVIDED BY THE SALON
The managers should first of all concentrate on the look and feel of the salon, even though it is targetting the middle class and aims at providing hair services at an economic range the interior of the salon should be lavish and no different from the other high end palours as the look and feels matters the most as the initial impression is created by the apperance. The equipments used should also be technologically advanced as the customer knows what is available in the market and would not come to a place which is not adoptting the latest trends. The staff should be friendly and try to address every customer with their second name as it gives them a sense of personal attention which creates a positive impact on them and would add the palour to their good books.
The treatment and services provided should be in accordance with the latest culture and what the competitors are providing. All popular brands like Matrix, System professional, Auquage, Tea Tree, Redken, etc. should be made available. Services like Hair cut, Perm wave, Relaxer, Permanent straightened, Brazilian kkeratin treatment, Reconstructive treatment ,etc should be provided.
MARKETING AND PROMOTIONAL ACTIVITIES
The management to start with should try to promote its salon by doing local marketing techniques like newspaper inserts and signage on pillars, etc. The management should try and distribute newspaper inserts on weekends as it is a holiday and people sit and relax at home and read newspaper devoting greater time to it and even go for haircut .
The salon management should adopt niche marketing i.e. targeted to a particular segment as here we have a particular segment, the middle class.Niche marketing has three rules which one should follow(Gordon K, 2002):
- Meet their unique needs- their main needs should be satisfied i.e. economic hair cutting salon, as at the end of the day what matters is the the client satisfaction as it is the greatest tool of marketing as it has a high level of creditability attached to it which is the word of mouth publicity which a salon can only get when it satisfies its clients fully.
- Say the right thing- say the things they want to hear that means include offers and services which they want. The salon managers can provide discount offers, they can even offer a package in which a list of services will be provided if availed together would be provided on a discounted rate and if the services are taken alone then no discount will be provided so in order to take the discount many customers would take the package and end up taking more services as compared to the ones they had decided when they came in the salon
- Always test market- before providing any discount or offers they should always check what the ccompetitor is providing and work in accordance to that to gain an edge over them.
Try and create customer loyalty- The management should try to create customers which are loyal to their salon by providing them services which lead them highly satisfied. One more method which the managers should adopt is to provide yearly membership cards to the regular clients by which they can get discounts on all the services availed by them and at the end of the year the member who will have availed services of particular amount will get some services free of cost thereby giving them extra benefits, even the members can get the hair of their kids free up to 3 years as these additional advantages provided to the clients help you to gain an edge over the competitors and even increase your bonding with your clients.
The salon managers should maintain a highly efficient website in which all the products and services are displayed in a proper manner and even the list of experts hired by the management should be mentioned along with their qualifications and experience so that the clients have an idea of the expertise available at the salon. The client should also be able to take appointment online.
Along with local marketing newspaper and radio advertisements are some the activities which the salon should undertake. The USP of the salon should never be diluted while it tries to increase its promotion and expand its network by franchising, only once the salon has operated successfully for about and year it should think of franchising.
REFERENCES
Gordon K, 2002. ‘Rules for niche marketing’ viewed on 24 May 2012.
<http://www.entrepreneur.com/article/49608>
Hahn M 2007, ‘Scientific management’ viewed on 24 May 2012.
< http://en.articlesgratuits.com/scientific-management-id1591.php>
Tutor2u, ‘Motivation in theory – Herzberg two factor theory’ viewed on 24 May 2012.
< http://tutor2u.net/business/people/motivation_theory_herzberg.asp>
Wikipedia, ‘Maslow’s hierarchy of needs’ viewed on 24 May 2012.
< http://en.wikipedia.org/wiki/Maslow’s_hierarchy_of_needs>
Wikipedia, ‘ Northbridge, New South Wales’ viewed on 24 May 2012.
< http://en.wikipedia.org/wiki/Northbridge,_New_South_Wales>
BIBLOGRAHPY
Boeree C, 2006. ‘Abraham Maslow’ viewed on 24 May 2012.
< http://webspace.ship.edu/cgboer/maslow.html>
Gordon K, 2002. ‘Rules for niche marketing’ viewed on 24 May 2012.
<http://www.entrepreneur.com/article/49608>
Hahn M 2007, ‘Scientific management’ viewed on 24 May 2012.
< http://en.articlesgratuits.com/scientific-management-id1591.php>
Management study guide, ‘Herzberg’s Two-Factor Theory of Motivation’ viewed on 24 May 2012.
< http://www.managementstudyguide.com/herzbergs-theory-motivation.htm>
Quick clips, ‘product and services’ viewed on 24 May 2012
<http://www.quickclipshairsalon.com/Services.html>
Tutor2u, ‘Motivation in theory – Herzberg two factor theory’ viewed on 24 May 2012.
< http://tutor2u.net/business/people/motivation_theory_herzberg.asp>
Wikipedia, ‘Maslow’s hierarchy of needs’ viewed on 24 May 2012.
< http://en.wikipedia.org/wiki/Maslow’s_hierarchy_of_needs>
Wikipedia, ‘ Northbridge, New South Wales’ viewed on 24 May 2012.
< http://en.wikipedia.org/wiki/Northbridge,_New_South_Wales>
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