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INFOSYS.110 BUSINESS SYSTEMS:
DELIVERABLE 2: BUSINESS SECTION
2014

Name Zhining Chen
NetID zche244
Group Number: 109
Website Link: http://infosys1102014fcgroup109.blogspot.co.nz/
Tutorial Details
Tutor: Day: Time:
Nicholl Tuesday 11am
Time Spent on
Assignment:
30 hours Word Count: 1618

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SAVING LIVES TO BE AN EASY WAY
INTRODUCTION
Nowadays, with the development of the society, people’s living standards is raising, more
and more person pay attention to the security of life. Sometimes, especially the old man,
when you are in an emergency situation, how long would you want to wait? I thought that
the process communicate from patients to a hotline until to a response unit is too slow and
there are many hoops for patients to jump through who need critical help. We provide a
faster and shorter autonomous system which called panic APP. You download the APP and
upload your medical profile, when you get an emergency, hit the panic button and your GPS
and medical information will be sent to the local response unit. With this APP, we hope you
can get the help you need that much quicker. Ultimately, saving time and lives.
3. BUSINESS SECTION
3.1 Vision
To be an easy used emergency APP and provide a faster and shorter autonomous system
software to help people save lives.
3.2 Industry Analysis: Accident And Emergency APP Industry
Industry: Accident and emergency APP industry. The panic APP belongs to accident and
emergency APP industry, because it’s an APP and it’s goal is to quickly response to the
patient when they get emergency or accident and help to provide a network between the
panients and the amulance servive provider as soon as possible。
Force: High/Low: Justification:
Buyer power: High Buyer power is high as there are still many
alternatives people might choose. The choices
like “wiki How”, “!Emergency!”, “GotoAID First

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Aid”.(AppsGoneFree,n.d)
Supplier power: Low The supplier power is low as it is not very difficult
to creata a new APP. There are many IT
companies can provide the technology supporting
to our Panic APP. We can choose from any top
100 IT service company, such as
IBM.(servicestop100, 2009)
Threat of new entrants: Low Threat of new entrants is low because the
barriers to this industry are considerably high due
to patients may do not easy to trust a new APP
when they get emergency, such as medical profile
is kind of personal private. It also have some
technological barries for a new software.(Dans,
2013)
Threat of substitutes: low There is no many substitutes except simply call
111, although they can let other people drive
them to the hospital. As we all know patients
have to ask an ambulance service when they get
an accident, no one wants to lose life.
Rivalry among existing
competitors:
High Rivalry among existing competitors is fierce as
there are many emergency APP might have a
goodwill.(Hopkins, 2013)
Overall attractiveness of the industry: According to the porter’s Five Forces Model, we can
say that this industry is attractive. Although it is not easy to enter the market due to some
barries. There are still many potential customers in this market. However with a good

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planning (create competitive advantage)and sufficient investment, our product will
generate good profits and more people will know it.
3.3 Customers and Thei r Needs
The customers would essentialy be those people who use a smartphone, especially focus on
people who are doing hazardous works or have some serious diseases(such as heart
disease).
The needs of customers are a faster and shorter autonomous system to provide ambulance
service. They want quick responses from the hospital when they are in emergency, they
want to get help as soon as possible.(PA, 2014)
3.4 The Product and Service
PANIC APP is the appllication which can provide a network between patients and big
ambulance service companies, such as St Johns .
When you hit the panic buttom, your GPS and medical information will be sent straight to a
local response unit. We are re-structuring the process to provide a faster communication to
reduce the stress and help patients to save lives. We also provide some first-aid treatment
tips to our users.
3.5 Suppliers and Partners
Our main supplier would be a moblie app development company, such as supplier Apps,
LLC. They serves manufactures, suppliers and sales reps by developing extremely useful
moblie apps (supplierapps.com). However as technology society develops, there are will be
more similar companies available for choose. The other potential supplier would be an IT
equipment company to provide supplies for us.
Our partner will be the amulance service provider company, such as St Johns. They are
providing amulance services throughout New Zealand and it seems they also provide some
other different kinds of services, like first aid, event medical service etc. They have a good
reputation and completed system to help us let more people know our product

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(stjohns.org.nz). And Apple’s app store will be another potential partner, they can do some
promotions for our project.
3.6 Strategy: Cost leadership
Fiistly, the competitive scope is broad market, because the software application can be
applied for a wide range of people, from all ages, occupations, race etc. Anyone who want
to save lives when they meet emergency. Nowadays, smartphone is very popularly and
generally.
For the cost strategy, it is not very expensive to create an APP. We would like charge a little
bit fees when they download our panic APP, we don’t ask annual fees in the future. People
can use it with less cost.
The overall strategy is therefore Cost Leadership.
3.7 Value Chain Activity: Service After Sale
The most important value chain activity for this business is Providing Service after sale.
Our product which is a software system APP, we provide a faster and shorter connection
service between the patients and the local unit. And we will track the following situation
with the patients. We should update our APP frequently to meet the customer’s needs. APP
has a function which is customer can grade our product. If we got a high score, potential
customers will would like to download it. Which is add value to our project and can be
attractive. It will increase our market scope to a wide range.
3.8 Business Processes
3.8.1. CUSTOMER COMPLAIN PROCESS - The Customers’ satisfaction is very important for a
service provider company. It will increase customers’ loyalty and switching costs, customer
would like to stay rather than trasfer to other alternative. Customer complain process is a
good approach to get the feedback from customers. We will know where and how to
improve our project by a simply and low-cost way. After that, we have opportunity to create
a competitive advantage with a cost advantage or product differentiation.

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Start
Customer’s call
Is it our user?
Advise customer to
try our product
No
Collect the feedback
from customers
Yes
Divide into different
categories(Department)
Send the problem
to a specific
department
Research and
analysis to solve the
problem
Does the problem
solved?
Send the completed
result back
Create a special team
(member from different
department) to analysis
it
No
Problem solved
Yes
End
Service improvement system
Customer service
Customer service


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3.8.2. FIRST-AI D TREATMENT TEACHING PROCESS – After the customer download our
software, we will provide some emergency treament tips regularly. It is very useful to know
these tips because people may not pay more attention to these knowledges until they get
an accident or emergency.

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Start
Collect the data
about the first-aid
Transfer the data to
information and
knowledge
Classify these tips
according to
different emergency
condition
Is it a correct
approach?
Professional person
will do a double
check and correct.
No
Send to the users
regularly
Yes
Customer give a
feedback
Is it an useful
approach?
Adjustment and
optimization
No
Storing to our
database
Yes
End
Transaction processing system
Customer database management system
Service improvement system
Data center
Data center


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3.9 Functionalities
3.9.1. FI RST-AID TREATMENT TEACHING PROCESS
 Send first-aid tips and knowledges regularly.
 Research the information about the first-aid.
3.9.2. CUSTOMER COMPAINT PROCESS
 To know customer’s needs and wants
 Improving the system according to the customer’s feedback.
3.10 Systems

3.10. 1. SERVICE IMRPOVEMENT SYSTEM – This system can help us to collect the customers’
conplaints . Customer’s information and suggestions will be recorded in our database, we
can use these historic records for the future problem analyse. We can improve our system
to a better performance .This system will manage customer relationship with our business
to provide a useful emergency service.
3.10. 2. FI RST-AID KNOWLEDGE MANAGEMENT SYSTEM- First-aid knowledge management
system need to collect many data and information about emergency treatment. The system
divide these information into different categories according to the emergency conditions.
The transmission time has been set, therefore the system automatic send these tips to our
users regularly.
3.10. 3. CUSTOMER DATABASE MANAGEMENT SYSTEM – When the customer download our
APP or make a call to complain, we will ask them to provide a simple presonal details, such
as name,gender, age ate. They also can upload their historic medical profile to us. When we
receive the customers’ details,we record and store them into our customer database, it
provides a future benefits for our system to operate more faster.

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3.11. Summary Table: Value Chain to Systems

Value Chain
Activity
Processes Functionalities Specific Information
System(s)
Broad Information
System(s)

Service
after sale
1. First-aid
treatment
teaching
process
1. Send first-aid tips and knowledges regularly.


2. Research the information about the first-aid.
First-aid knowledge
management system

First-aid knowledge
management system
Transaction processing
system

Enterprise Resource
Planning system
2. Customer
complaint
process
1. To collect the customers’ feedback.


2. Improving the system according to the
customers’ feedback.
Customer database
management system

Service improvement system
Customer Relationship
Management system

system

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CONCLUSION
In conclusion, we provide this service due to the life is very important to everyone. It has no
level limited to the customer, everyone can use our software application. We re-structuring
the process and the hotline becomes an auxiliary back up unit for our project. Accident and
emergency industry which is an attactive industry because it has a big potential market. We
apply MIS to gain competitive advantage to generate more profits. We provide service more
faster, cheaper, and better compare to other rival firms in the market. The main purpose is
to make world better.

REFERENCES

AppsGoneFree.(n.d). Apps For Emergencies. Retrieved from
http://appadvice.com/applists/show/apps-for-emergencies

Dans,E. (2013, August 21). Technology and barries to entry.Retrieved from
medium.com/enrique-dans/c6adb0a9ab0b

Hopkins,M. (2013, July 1). 10 Best Apps For Emergency Preparedness. Retrieved from
http://www.croplife.com/editorial/matt-hopkins/10-best-apps-for-emergency-
preparedness/

PA, R. (2014, Februrary). Qlik Helps Ambulance Service Speed Resppnse Times and
Save Lives. Retrieved from http://www.qlik.com/us/company/press-room/press-
releases/2014/en/0225-qlik-helps-ambulance-service-speed-response-times-and-
save-lives

SERVICES TOP 100. (2009). The Top Companies in the IT services Idustry. Retrieved
from http://www.servicestop100.org/it-services-companies-top-100.php