16 November 2005 16 November 2005 CS 410 Red Group - A.S.K. CS 410 Red Group - A.S.K. 1 Automated Automated Service Kiosk Service Kiosk Milestones Milestones CS 410 CS 410 Fall 2005 Fall 2005 Presented by: Presented by: Mylène Cover Mylène Cover 16 November 2005 16 November 2005
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16 November 2005CS 410 Red Group - A.S.K.1 Automated Service Kiosk Milestones CS 410 Fall 2005 Presented by: Mylène Cover 16 November 2005.
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16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 11
2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 99
Problem CharacteristicsProblem Characteristics
Customers unaware of all of their optionsCustomers unaware of all of their options Customers leave when they cannot find Customers leave when they cannot find
items items Rearranged/sale item locationRearranged/sale item location ConfusionConfusion Lack of informationLack of information
Not all associates are domain expertsNot all associates are domain experts Associates difficult to find quicklyAssociates difficult to find quickly Product availabilityProduct availability
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Keep your customers!Keep your customers!
Repeat customers spend 33% Repeat customers spend 33% more than new customersmore than new customers
It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customerexisting customer
Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customersthan new customers
Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to adsmouth as opposed to ads
Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will
serve as an serve as an alternative source alternative source of knowledge and of knowledge and
help for help for consumers.consumers.
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Solution CharacteristicsSolution Characteristics
Display all available items at specific storeDisplay all available items at specific store Notify of stock availabilityNotify of stock availability
Produce a map of inventory general locationProduce a map of inventory general location Compare productsCompare products Explain key terms/in depth or quick overview of product Explain key terms/in depth or quick overview of product
descriptiondescription Analyze queries and hits/missesAnalyze queries and hits/misses Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-store experiencesGive customers an outlet for voicing in-store experiences
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A.S.K. System A.S.K. System
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16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1515
ScopeScope
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A.S.K. Database OverviewA.S.K. Database Overview
Store InventoryDatabase
ASK MySQLDatabase
ASK KIOSK
Predictive Analysis Database
Inventory Database
Product NameUPC Code
SpecificationsPrice
AvailabilityLocationCoupons
ASK Database Integration
Software
ASK Interface Software
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A.S.K. will not…A.S.K. will not…
Replace associatesReplace associates Collect personal information from Collect personal information from
the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory
updatesupdates
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Project ObjectivesProject Objectives
Design a friendly customer Design a friendly customer interfaceinterface
Produce interface with inventory Produce interface with inventory databasedatabase
Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses
Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons
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ProsPros
15% to 20% average increase in sales15% to 20% average increase in sales Improve customer experience Improve customer experience
Help is there when neededHelp is there when needed Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification
Better inform customers of products Better inform customers of products availableavailable
Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!
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Ideal CustomerIdeal Customer
Store that:Store that: Is highly profitableIs highly profitable Products available:Products available:
High-end productsHigh-end productsProducts that require explanations/help Products that require explanations/help
during purchaseduring purchase Has a large customer baseHas a large customer base Has a problem with customer serviceHas a problem with customer service
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Market Share ComparisonMarket Share Comparison
050
100150200250300350400450500
2004 Yearly Income (in Millions)
Best BuyCircuit CityOffice Max
70.9
469
173
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Best Buy Customer ServiceBest Buy Customer Service
Rating on resellerrating.com:Rating on resellerrating.com: 2.04/102.04/10
Customer Testimonials:Customer Testimonials: ““Their customer service policy is Their customer service policy is
a joke.a joke. “ “ ““The management treated me as The management treated me as
if I was a common criminal and if I was a common criminal and made me pay a 15% restock fee made me pay a 15% restock fee even though I was exchanging even though I was exchanging an item for something else. I an item for something else. I returned every thing I purchased returned every thing I purchased with the order and canceled my with the order and canceled my best buy credit card.best buy credit card. ” ”
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Phase 1: Proof of Phase 1: Proof of Concept Concept
ODU Semester 2 (CS ODU Semester 2 (CS 411)411)
ID Task Name Start Finish DurationQ2 06Q4 05
MayAprJan
2 10d12/30/200512/19/2005 1.1 Develop Project Team
3 9d 4h1/12/200612/30/2005 1.2 Planning
4 34d 4h2/28/20061/11/2006 1.3 Requirements
5 25d4/4/20063/1/2006 1.4 Set Up
6 8d3/31/20063/22/2006 1.5 Design
7 15d4/21/20064/3/2006 1.6 Developement
8 4d 4h4/28/20064/24/2006 1.7 Testing
9 3d 4h5/4/20065/1/2006 1.8 Implementation
10 5d5/12/20065/8/2006 1.9 SBIR Phase 2
Q1 06
FebDec Mar
1 109d5/12/200612/13/20051.0 Phase 1
Jun Jul
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Phase 1: Proof of Concept Phase 1: Proof of Concept ODU Semester 2 (CS 411)ODU Semester 2 (CS 411)
DeliverablesDeliverables Assemble TeamAssemble Team PapersPapers
Creative Writing PaperCreative Writing Paper Descriptive Writing PaperDescriptive Writing Paper Technical Supports PaperTechnical Supports Paper Budget White PaperBudget White Paper User ManualUser Manual
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Phase 3: Production Out Phase 3: Production Out YearsYears
Budget: Required Hard ResourcesBudget: Required Hard Resources Maintenance/ServiceMaintenance/Service
OutsourcedOutsourced Sub-contractedSub-contracted
Workstations for developers Workstations for developers (patches/updates/new versions)(patches/updates/new versions) Re-used from prior phasesRe-used from prior phases
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Milestones RecapMilestones Recap
ID Task Name Start Finish Duration2009 20102006 2007 20082005
Q3 Q4Q2 Q1Q3Q3 Q4 Q1Q2 Q2Q3Q1Q4 Q4 Q1 Q2Q1 Q4
1 80d12/16/20058/29/2005Phase 0
2 109d5/12/200612/13/2005Phase 1
3 521d5/2/20085/5/2006Phase 2
4 437d1/5/20105/5/2008Phase 3
Q2
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Budget Budget RecapRecap
CostCost
Phase 1 ResourcesPhase 1 Resources $19,171$19,171
Phase 1 StaffingPhase 1 Staffing $65,055$65,055Phase 2 ResourcesPhase 2 Resources $26,213$26,213Phase 2 StaffingPhase 2 Staffing $312,047$312,047Phase 3 StaffingPhase 3 Staffing $831,522$831,522Total Development Total Development CostCost
$1,254,008$1,254,008
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3.3. Major Risk:Major Risk: Server loadServer load• Mitigation:Mitigation: Backup serverBackup server
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Evaluation PlanEvaluation Plan
Design ReviewsDesign Reviews All plans evaluated and updated during each sub phase All plans evaluated and updated during each sub phase
and at the end of each of the production phases.and at the end of each of the production phases. Past review used in initiation phase review to correct Past review used in initiation phase review to correct
mistakesmistakes Quality ReviewsQuality Reviews
Evaluate manner in which tasks are completed by team Evaluate manner in which tasks are completed by team membersmembers
Evaluate deliverables at every stageEvaluate deliverables at every stage Ensure documentation is being createdEnsure documentation is being created
TestingTesting Testing at every phaseTesting at every phase Testing of integration phasesTesting of integration phases Testing of overall productTesting of overall product
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Evaluation PlanEvaluation PlanPhase 1 OnlyPhase 1 Only
Improved customer satisfaction will be the Improved customer satisfaction will be the measure of successmeasure of success
Software TestingSoftware Testing Software team will use CMMISoftware team will use CMMI
Usability testing Usability testing Performed by team whenever new features are Performed by team whenever new features are
implementedimplemented In-store trials and pollsIn-store trials and polls
75% of those polled must react positively to the product75% of those polled must react positively to the product Analysis of usage could evince problemsAnalysis of usage could evince problems Performed after product passes in-house testingPerformed after product passes in-house testing
Testing RisksTesting Risks The in-store trials and polls could agitate customersThe in-store trials and polls could agitate customers
Participation should clearly be optionalParticipation should clearly be optional
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Forum/Expert FeedbackForum/Expert Feedback
Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if a A.S.K. was would go to a store if a A.S.K. was availableavailable
Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.
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Happy Shopper = Profit for StoreHappy Shopper = Profit for Store
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ConclusionConclusion
Poor customer service is a Poor customer service is a problemproblem
10. Over-expansion. The need to get there first or to demonstrate revenue growth to anxious investors leads businesses to grow too fast.9. Poor Capital Structure. Companies take on too much debt… Enough said!8. Failure to Control the Controllable Costs. Businesses spend down the initial cash before it is flowing in at a positive rate.7. Failure to Prepare for Volatility of Uncontrollable Costs. For example, energy, materials, labor, or insurance.6. Add New Products or Divisions that Drag Down the Profitable Ones5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…
Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
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Backup 4:Backup 4:Forum ResultsForum Results
Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES
Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever
with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the
store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”