Name Kirin Kim
NetID Kkim191
Group Number: 188
Website Link: http://infosys110group188.blogspot.co.nz/
Tutorial Details
Tutor: Day: Time:
Yveone Wednesday 9am
Time Spent on
20hours Word Count: 1625


There are many circumstances in which we face having to use public toilet however I
assume that not many people have a good impression of public toliet. Virtually it is
impossible to keep them clean. This is because of high frequency of usage but also their lack
of care and respect, and no sence of ownership. These lead public toliet dirty and made
people reluctant of using public toliets (Solomon,2011), and resulted in unnessary additional
cleaning costs. According to Aberdeenshire Council, public toilets are cleaned only once a
day (SAC Report,2007). This only cleaning process per day also contributes making
unhygeinic toilet that spreads germs. The bacteria includes such as rotavirus, common cold
virus and salmonella (Coverall,2011). Therefore, we thought information system can solve
this problem by installing swiping machine to enter public toilets. Also, the scanners will be
placed on the ceiling.
3.1 Vision
To satisfy people using public toilet with high standard of cleanliness and to prevent harmful
germs spreading .
3.2 Industry Analysis: Sanitary Hygiene management industry
Industry: The chosen industry for this service is a Sanitary Hygiene management Industry
Force: High/Low: Justification:
Buyer power: High The buyer power is high since there are about 89
competitors in New Zealand(Sanitary Hygiene
Company list, 2014). Therefore, buyers have
many options to select from.


Supplier power: Low The supplier power is low because there are
many companies which sell raw materials of
hygeine and toilet products(Hygiene and Toilet
products,2014). Therefore, sanitary hygeine
industry has many choices of whom to buy from.
Threat of new entrants: High Threat of new entrants for this industry is high
because relatively low capital is required and the
number of companies in this industry tell that it is
easy for new competitors to enter a market.
Threat of substitutes: Low Threat of substitutes is low because there are
few alternatives to maintain hygiene of public
Rivalry among existing
High Rivalry among existing competitors is very high
because competition is fierce in a market.
Overall attractiveness of the industry: By analysising Porter’s five forces, this industry has
been found to be not very attractive. This is because there are strong competitions amongst
the competitors. Also, relatively low capital is required resulting in many new entrants in the
3.3 Customers and Thei r Needs
The customers of the business is the New Zealand Government. Their required needs
include good public image, reducing unnecessary cleaning costs and making clean public
toilet so there is no spread of germs and diseases. The needs of the government take
account of making people to use their identication to enter the facilities. This is because by
swiping their own identification, it would make people to use facilities more responsibly and
matually. The public facilities such as public toilet speak of the standard of city and country.


Since New Zealand has such a clean and good nature image, New Zealand government
would likely be in need of our system to make a good public image.
The cleaning service companies can also be our customer. Their required needs are reducing
unnecessary cleaing cost and labour cost. The needs of the cleaning service companies take
account of not sending jenitors if it is unnecessary to clean the toilets. Ultimately, the
companies would likely to reduce their unnecessary costs and they can achieve that through
3.4 The Product and Service
Our product, the swiping machine, has one main use to it. To enter public toilet, people
have to use their own identification. When they swipe their identification, the informations
are collected in regional council database. The informations include people’s identification
and their rates. This product satisfies the government’s needs as they can see individual’s
data and the government can give penalties to people with significantly low rates. Also, the
publics will be motivated to use public toilets clean since their information is collected into
the council’s database.
Our another product, the scanner has also one main use to it. On the departure, the scanner
will scan and rate the cleanliness. There will be several criteria that the scanner is going to
assess. Firstly, the scanner will access whether there is rubish on the floor or not. Secondly,
whether toilet has been flushed or not. Thirdly, whether floor is contaminated by germs or
not. If the rates do not reach a certain level, then the cleaning service companies will
automatically reiceve a call, then a jenitor will be sent to the location. This product is going
to be incentive rather then disincentive because the cleaning service companies can reduce
their unnecessary cleaning costs and labour costs.
3.5 Suppliers and Partners
There are many suppliers providing the raw materials used in the production of the sensor.
The planned raw materials are a range device, sound, detector, and wifi system. The raw
materials will be provided by the different suppliers operating in the market.


Also, the swiping machines are provided by suppliers operating in the market. The planned
raw materials of this swiping machine are bluetooth, and identification indicatior.
We need to form a good partnership with the news paper companies or internet advertisers
to promote our business and products to cleaning service companies.
3.6 Strategy: Focused High Cost
The competitive scope of the strategy is going to be the narrow market. This is because our
business is not targeting everyone but the New Zealand Government and cleaning service
The cost strategy of the business is high cost. This is because of the uniqueness of our
products and since we are the first-mover into this kind of business, we have a competitive
advantage. Therefore, we can charge high prices to our products.
The overall strategy is therefore Focused High Cost.
3.7 Value Chain Activity: Service after the sal e
The most important value chain activity for this business is Service after the sale.
This is the most important value chain activity for our business. This is because after the
purchase of the scanner and swiping machine, the constant development of these products
are essential to maintain relationship with our customers and to maintain competitive
advantage in the market. Also, our business will be selling scanner and swiping machine
only at the start then we are solely capturing value from our service. Therefore the essential
value chain activity is service after sale.
3.8 Business Processes
3.8.1. RETURNS ON FAULTY PRODUCT PROCESS – This business process is important to our
business because this process has started from the customers complaint. Therefore, we
need to deal with this problem to maintain good reputation. This process simply
demonstrates the process of replacing the faulty product.



Customer complaint call
Can Batch
number be
Identify the
Customer Using the
Batch Number
Manually Enter
Is the Problem Associated
with Hardware or Software?
Transfer to
Transfer to IT
Can it be fixed?
Can it be fixed?
Notify the Customer
Replace the Sensor
Replace the Sensor Send to Customer
Follow Up with
Resolve the
Resolve the


3.8.2. UPGRADING PROCESS - This business model is important to our business because this
is also a service after the purchase. Our existing customer may want to re-install their
existing scanner to other location. However, the existing scanner will not work properly if
the size of toilet is bigger than the previous one. Therefore, if it does not work then we need
to upgrade the scanner.




3.9 Functionalities
 The faulty sensor is categorised into software and hardware at the beginning
so it reduces process cycle.
 Identify the customer’s details by using a batch number located at the back of
the scanner.
 Notify the customer regarding the outcome of upgrade information through
automated email.
 Provides enhancement to the scanner by suggesting a step by step process.
3.10 Systems

3.10. 1. CATERGORISING SYSTEM – This system is used to support return on faulty product
process. When the customer complains about the scanner, we firstly get the scanner from
the customer and detect whether the problem is with hardware or software. Then, we send
the scanner to correct department to minimise duplication.
3.10. 2. DATA COLLECTION SYSTEM – This system is used to support return on faulty product
process. The system will identify the customer’s details by a batch number of their scanner.
So, later on, the customer representative does not have to record the customer details
3.10. 3. AUTOMATED EMAI LING SYSTEM – This system is used to support upgrading process.
The system will automatically send an email about the outcome before the sensor is
installed at the actual place.


3.11. Summary Table: Value Chain to Systems

Value Chain
Processes Functionalities Specific Information
Broad Information

After the
1. Retrun on
faulty product
1. The faulty sensor is categorised into
software and hardware at the beginning

2. Identify the customer’s details by using a
batch number located at the back of the

Categorising System

Batch Number System

ERP System

CRM System

2. Upgrading
1. Notify the customer regarding the
outcome of upgrade information through
automated email.

2. Provides enhancement to the scanner by
suggesting a step by step process.

Automated Emailing system

CRM System


Our ultimate business aim is to maintain clean and hygienic public toilets so people can use
public toilets anytime with high level of satisfaction. Our business believes that our products
and services can help us to achieve this goal. Our system will maintain clean and hygienic
public toilets by making publics to motivately use responsibly and carefully.

1. Aberdeenshire Council. (2007). The Management of Public Toilets Report. Retrieved
from URL http://www.aberdeenshire.gov.uk/
2. Amy Solomon. (2011.). Can You Cath Germs From a Public Toilet Seat?. Retrieved
from URL http://www.everydayhealth.com/

3. Coverall. (2011). How Dirty Are Public Restroom. Retrieved from URL

4. EUROPAGE. (2014.). Hygiene and Toilet Products Company lists. Retrieved from URL

5. Yello. (2014). Sanitary Hygiene Company lists. Retrieved from URL

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