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INFOSYS.

110 BUSINESS SYSTEMS:
DELIVERABLE 2: BUSINESS SECTION
2014

Name Linh Luu
NetID lluu662
Group Number: 297
Website Link:

Tutorial Details
Tutor: Day: Time:
Yvoon Hong Thursday 11am
Time Spent on
Assignment:
25 hours
Word
Count:
1235



















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:Customer Service Ordering Technology 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 company’s customer service.
Retrieved from http://www.inc.com/guides/improve-your-companys-customer-
service.html


References from D1
1. Ash Mora.(2012). Coffee Shop KanBan: Is Your Dev Team a starbucks or a Costa?.
Retrieved from http://blog.patchspace.co.uk/coffee-shop-kanban
2. Grego Hohpe.(2005). Your Coffee Shop Doesn’t Use Two – Phase Commit. Retrieved
from http://www.eaipatterns.com/docs/IEEE_Software_Design_2PC.pdf
3. Rebecca Liwis.(2August2009). Coffee culture in Kiwi homes. Retrieved from
http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=10588176
4. Euromonitor International.(2013). Coffee in New Zealand. Retrieved from
http://www.euromonitor.com/coffee-in-new-zealand/report
5. Jason Coffee.(2009). What makes a coffee shop good?. Retrieved from
http://coffeecupnews.org/what-makes-a-coffee-shop-good-jason-coffees-review-and-
ranking-system/