Name Linh Luu NetID lluu662 Group Number: 297 Website Link: http://infosys110groupxxx.blogspot.co.nz/ Tutorial Details Tutor: Day: Time: Yvoon Hong Thursday 11am Time Spent on Assignment: 25 hours Word Count: 1233 CUSTOMER SERVICE ORDERING TECHNOLOGY INDUSTRY INTRODUCTION Do you hate standing in the line and waiting for a long time to get your coffee or food? Have you ever been angry because of getting wrong the things you oder? Do you prefer waiting inside to outside the coffee shops? There are many the coffee shops and restaurant which is really busy during the day. Most of the coffee shops and restaurants are lack of customer service systems, which are not efficiency and effective. By having a beeper, the coffee shops and restaurants can reduce their lack of customer service. Beeper can reduce the customers outflow, customers can wait inside their car or somewhere and customers can get their drinks or food fast and quick. 3. BUSINESS SECTION 3.1 Vision To make the customer satisfaction and create an efficient customer servicing system. 3.2 Industry Anal ysis: Customer Service Ordering Technology Industry Industry: Beeper Industry. Making the customer satisfaction and creating an efficient customer servicing system. Force: High/Low: Justification: Buyer power: Low There are not many companies in New Zealand, which are in ordering technology industry, so customers do not have many choices to choose. http://yellow.co.nz/new-zealand/create-mobile- apps?what=create+Mobile+Apps&where=New+Zealand http://www.finda.co.nz/paging-systems/ Supplier Low There are many companies which provides electronic components, so busisnesses have many power: choice to choose http://www.finda.co.nz/business/c/electronic- components/?f=New+Zealand Threat of new entrants: High To enroll in this industry is not hard as this industry is easy to enter. Within the initial cost of creating, the new competitors can easily entrance. http://www.formotus.com/14018/blog-mobility/figuring-the- costs-of-custom-mobile-business-app-development Threat of substitutes: High There are many ways to order/collect order such as yell the name who order, use the order number or come to the counter and collect the order. Rivalry among existing competitors: Low Because there are not many competitors in the industry so the order technology industry is not fierce.
Overall attractiveness of the industry: Within the ordering technology, the customer service system is efficient and effective and make the customers satisfaction. Using technology for customer service industry which should be get into because this industry can make more profit for business and easily lead customer to use the technology device by the effectiveness and efficiency of the device. 3.3 Customers and Their Needs The industry analysis is Customer Service Ordering Technology, so the potential customers who come to the coffee shops or restaurant where the customer service needs to be efficient and effective. Within the technology device, the customers can wait in anywhere they want and only come to the counter to get their drinks or food through the use of beeper.They do not need to wait near the couner to check if their drinks or food are ready and they can get their order quikcly. http://www.inc.com/guides/improve-your-companys-customer-service.html 3.4 The Product and Service When the customers come to the counter to order their food or drinks, the staff will give the customer the beeper. At the time their food or drinks are ready, the personal message will be sent from the computer to the beeper, and then the customers come to the counter to take their drinks or food. The customers always want their food or drinks can be in fresh and they do not want to check the counter regular to check whether their food or drinks are ready. By having the beeper, the customers will be satisfied and the coffee shops or restaurants can reduce the customer outflow and increase the customer service. 3.5 Suppliers and Partners Suppliers: 1. Hardware components: Automation Assist Ltd provides interface devices 2. Software componennts: Wipath message management (providing interceptor, log page) Partners 1. Starbucks 2. Burger King These partner can implement the beeper by using this product. 3.6 Strategy: Cost Leadership Justification 1: Broad Market because the technology device can be used by everyone at every age Justification 2: Low Cost because the technology device is made by hardware and software components which are quite cheap to create. The overall strategy is therefore. Cost Leadership in Broad Market 3.7 Value Chain Acti vity: Service after the sale The value chain activity for the beeper is Service after the sale because the beeper is quite cheap to make and the beeper can make the customer satisfaction. Repairing and giving a warranty which create value by providing well after sale that increase the customer satisfaction and promotion. The beeper can be repaired and given the warrant so everyone can use this easily and the coffee shops or restaurants can convince to use this beeper. 3.8 Business Processes 3.8.1. CUSTOMER SUPPORT PROCESS. This is important because of increasing the customer satisfaction. The customer may want to change to another beeper or want to repair it. The business can repair and change to another beeper can make the customers happy. REPLACE WITH BUSINESS PROCESS 1 MODEL Customer approach to the Help Desk Customers complain about the beeper Want to fix the beeper ? Want to change to the new beeper ? Customer satisfaction Reapairing the Beeper Chaging to the new one Production Department Customer Care Department NO NO YES YES
3.8.2. FEEDBACK FROM CUSTOMER PROCESS- after the beeper have been sole, the business would like to receive the feedback from customer to make the beeper is better. This can increase the customer satisfaction as they want the beeper to be more convenient. Listening the responses can make the business is better to develop. REPLACE WITH BUSINESS PROCESS 2 MODEL Customers give feedback Collecting feedback from customers Do the feedback helpful? Give response to the customers Customer satisfaction Improving the product Production Department Customer Care Department NO YES
3.9 FUNCTIONALITIES 3.9.1. CUSTOMER SUPPORT PROCESS Repairing the beeper. Chainging to another beeper 3.9.2. FEEDBACK FROM CUSTOMER PROCESS Improving effective of the beeper Avoiding obsolescence 3.10 Systems
3.10.1. CUSTOMER SUPPORT PROCESSING SYSTEM This system increases the communication between the customers and the business. When customers complain about the products (beeper), the business can fix the products or can change to the new one if we cannot fix the product. This system help the customers have confidence in the business that the customers care department works hard to make the customer satisfaction. 3.10.2. FEEDBACK PROCESSING SYSTEM Feedback from customers is really important for the business. The response from the customers can help the business improve the products, make the products is more effective and make the products is more modern (avoid obsolescence). This system which help business can increase the revenues/profits based on improving the products and helps customers are satisfied because the products are more effective and modern. 3.10.3. AUTOMATED CUSTOMER SERVICE PROCESSING SYSTEM - Customers always requires a quick service . Having an automated customer service which worked 24/7 can help the customer solve their problem quickly. The product can be fixed immediately. This system help the customer and the business solve the problem quikly and make the customer believe in the business. The business can develope the customer care department to increase the customer satisfaction. 3.11. Summary Table: Value Chai n to Systems
Value Chain Activity Processes Functionalities Specific Information System(s) Broad Information System(s)
Service after Sale 1. Customer Support Process 1. Repairing the beeper
2. Changing to another beeper Customer support processing sysytem
Feedback from customer processing service system
Customer relationship management product system
Collaboration product system 2. Feedback from customer process 1. Improving effective of the beeper
2. Avoiding obsolescence Automated customer service processing system
Feedback from customer processing service system
Transaction processing product system
Decision support product system
CONCLUSION The busisness provide the beeper which can help the coffee shops/ restaurants reduce the customer outflows and also increase the customer service system for these shops/restaurants. Using technology and information system can help the business reduce costs and increase revenues, create competitive advantages and improve customer satisfaction. Moreover, technology and information systerm makes the technology industry and other industries are more effective and efficient which makes the life better and the customers are happy.
REFERENCES
1. Yellow page. Create mobile apps. Retrieved from http://yellow.co.nz/new- zealand/create-mobile-apps?what=create+Mobile+Apps&where=New+Zealand
2. . Pager system. Retrieved from http://www.finda.co.nz/paging-systems/ 3. Suppy Power. Electronic components. Retrieved from http://www.finda.co.nz/business/c/electronic-components/?f=New+Zealand
4. Formotus Glen.(6March2014) Figuring the costs of custom mobile business app development. Retrieved from http://www.formotus.com/14018/blog-mobility/figuring-the- costs-of-custom-mobile-business-app-development
5. Taliyahalom.(18March2010). How to improve your companys customer service. Retrieved from http://www.inc.com/guides/improve-your-companys-customer- service.html
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