Name Yuyu Huang NetID yhua484 Group Number: 139 Website Link: http://infosys1102014fcgroup139.blogspot.co.nz Tutorial Details Tutor: Day: Time: Helen Tuesday 1 pm Time Spent on Assignment: 13 hours Word Count: 1648
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2 INTRODUCTION There are 330,000 of students applied for financial aid (StudyLink,2013) through the government run organisation which is called StudyLink.If you ask 277,356 domestic students who were granted interest-free loans &allowance by StudyLink (StudyLink,2013), and you will probably find that there are many problems occur during the application and the primary cause of these problems is StudyLinks communication system proves hard to deal with. The solution is using StudyLink Fingertip to slove all these questions is to improve the effiency of StudyLink and make it easy to use. 3.1 Vision To create a mobile application which can connect the application process and place the needs that students have right on their finger and to be the first and unique mobile application makes StudyLink easy for customers to deal with. 3.2 Industry Analysis: Govermental Social development Industry Industry: Govermental Social Networking Industry. Force: High/Low: Justification: Buyer power: Low There are very few choices of which services to use. And there are a lot of potential customers because 330,000 students applied for financial aid through StudyLink. (StudyLink, 2013) Supplier power: Low There are a lot of social mobile applications that currently exist in the market (such as Aucklanduni) which indicates there are many mobile application developers. There are also many web hostings that can be used with low cost, for example, HostPapa costs
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3 only 4.95NZD/Month with special offer. Threat of new entrants: Low Threat of new entrants are high at the beginning because there is no StudyLink mobile application and it is easy to set up a mobile application. However, threat of new entrants would be low as our StudyLink Fingertip mobile application becomes every students first choice to use, moreover, there will be a high barriers to entry. Threat of substitutes: Low StudyLink is a ministry industry (StudyLink,2014) and it is the only thing that students can apply for fiancial aids. Rivalry among existing competitors: Low Since students can only apply their fiancial aids through the StudyLink website, the StudyLink website being the only competitor to StudyLink Fingertip. StudyLink Fingertip has many features such as tracking system , so it has competitive advantages over StudyLink website. Overall attractiveness of the industry: In this industry, it is easy to set up the business. As this application is profitable with low cost, and buyer powers and supplier powers are low which means StudyLink Fingertip can easy have suppliers and cusomers in this industry. Threat of substitutes and rivalry among exsting competitor are low means StudyLink Fingertip will be the primary choice for costomers to use. As StudyLink Fingertip growing, it will be many customers use it, so threat of new entrants become lower. And we can avoid any other competitions with our competitve advantage. In addition, there is no mobile application in this industry so we have first-mover advantage to beat competitors. 3.3 Customers and Thei r Needs
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4 There are two main target groups of our mobile appication, the first one is students study in universities and the other group is operators in StudyLink. One group is students who need to apply for financial aids. They are looking for an alternative way to reduce their wating time for application, improve efficiency of StudyLink.They need to have a safe environment to submit their information for the application. They also need a system which can talk to StudyLink operators as soon as possibe when they need help instead of waiting for 45 minutes on the phone and The help line has dropped 300,000 calls (TVNZ,2013). The other one is StudyLink operators. They need to have a system help them to connect with more people in less time as there is a lack of call-centre staff(OUSA President, 2013).
3.4 The Product and Service StudyLink fingertip application can make students applications be more efficient and detailed. And make StudyLink operators to help more students with short time. Our service is to make it easy and fast for customers to conneted with StudyLink and offer an efficient way for them to deal with. 3.5 Suppliers and Partners our suppliers are web hostings and mobile application developers. Web hostings can offer us to save information, images ,videos or any other contents in online systems through internet. StudyLink Fingertip will be outsourced by mobile application developers to build it. Our partners are banks, StudyLink team and apps store. Bank is to help to make the cash payment and get loan if necessary. And apps store such as Apple Store or Google Play is to let customers to download our application. StudyLink team can offer us the information about StudyLink and users application. 3.6 Strategy: focused low cost
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5 StudyLink Fingertip focus on a narrow market as it is only for the students who study in the university and match condition for applying financial through StudyLink and StudyLink operators. And the application charges low cost, which can make students easy and feel no economic pressures to use our application and make government pays less to buy StudyLink Fingertip and support us. The overall strategy is therefore Focused low cost. 3.7 Value Chain Activity: service after sale The most important value chain activity for this business is service after sale. Firstly, StudyLink Fingertip is the first mobile application connects to StudyLink and new for our customers to use so it should focus on the feeling of customers after using our products. And for the first mobile application develops, it will come up with a lot of errors or mistakes, so we should collect our target customers ideas and comments to improve StudyLink and then give our cutomers a good mobile application and make them to enjoy using it and also makes competitive advantage over other competitors. And this business will be successful after we have a lot of customers to use StudyLink Fingertip and like it.
3.8 Business Processes 3.8.1. CUSTOMER SUPPORT PROCESS I believe that the process is important to our business because StudyLink Fingertip is a new mobile application for our customers to use. The support from our customers can help StudyLink Fingertip to improve and satisy the needs of customers. This process allows customers to give feedbacks to us through questionnaire, thus, to ensure customers are satisfied. If the customers like StudyLink Fingertip then they will share it with their friends and support us. At the end there will be a lot of people knows StudyLink Fingertip. It helps us to achieve the vision to be the first and unique mobile application makes StudyLink easy for students and operators to deal with.
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6 BUSINESS PROCESS 1 MODEL Start Make Questionnaire for our target cusomers Send our Questionnaire to our target customers Transfer the result Update customers comments and satisfaction Collect feedbacks and analyse feedbacks The system collects the data Marketing department to analyse the data and feedbacks END
3.8.2. INNOVATION PROCESS I believe that this is another important process for our business because innovation allows our customers to find StudyLink is easier to deal with than before. This ensures that we can achieve the vision To create a mobile application which can connect the application process and place the needs that students have right on their finger. This process uses the analysis of the survey and error reports to fix the mistake,make the innovation and improve StudyLink Fingertip and our service based on the needs of our costomers.
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BUSINESS PROCESS 2 MODEL
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8 Start Collect error report and feedback from customers Fix the problems and mistakes that collected from customers Find appropriate partners to improve StudyLink Fingertip from marketing analysis Technical section Screen out the best partner Can Find the best partner? cooperate with the partner Make innovation and some new features based on our target customers Do survey to find what our target customers needs The system collects the data and feedback from customers Technical section Available for customers to update it No Have ideas to do innovation with the partner? No END Technical section Test new version of StudyLink Fingertip New version works well? Marketing department to analyse the data and feedbacks No Yes Yes Yes
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3.9 Functionalities 3.9.1. COSTOMER SUPPORT PROCESS Create questionnaire for target customers to collect feedback Update feedback to make customers satisified 3.9.2. STUDYLI NK FINGERTIP INNOVATI ON PROCESS Analyse data and feedback to find customers needs Innovate StudyLink Fingertip based on customers 3.10 Systems
3.10. 1. SURVEY MANAGEMENT SYSTEM - This system supports customer support process and innovation process. It creates, delivers, collects and analyse data and feedback. It allows to abserve the trend in the market and to find out customers needs. It ensures a quality survey is created to identify our market position and improve StudyLink Fingertip. 3.10. 2. CUSTOMER FEEDBACK TRACKING SYSTEM This system analyses customers feedback from survey and allows us to innovate new features based on customers needs and wants. This system supports us to achieve our vision to be the first and unique mobile application to make StudyLink easy for students and operators to deal with. 3.10. 3. INNOVATION SYSTEM This system relates to StudyLink Finger Innovation Process. It allows to collaborate with the partners for developing StudyLink Fingertip quickly and innovate new features based on our customers. This system shows achievement of our vision for creating a mobile application can make customers find StudyLink is easy to deal with.
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10 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. Customer support process 1 Create questionnaire for target customers to collect feedback
2 Update feedback to make customers satisified
Survey management system
Customer Feedback Tracking system Enterprise Resouce Planning System
Customer relationship management 2 Innovation process 1. Analyse data and feedback to find customers needs
2. Innovate StudyLink Fingertip to give customers a best product Survey management system
Innovation system Enterprise Resouce Planning System
Collaboration System
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11 CONCLUSION StudyLink Fingertip is a good business idea and easy to operate with Information system and I.T . IS can record and anlyse coustomers feedback. It creates values for the business and allows us to see our customers needs. IS and IT can measure Key Performance Indicators which allows the business to evaluate costomers satisfaction level and to improve it. It also creates competitive advantages. IS and IT can make business process more efficient with low cost. REFERENCES 1. Studylink (2013) Student Allowance Statistics. Retrieved from: http://www.studylink.govt.nz/about-studylink/statistics/student-allowance-ytd- 12.html 2. Studylink (2013) Student Loan Statistics. Retrieved from: http://www.studylink.govt.nz/about-studylink/statistics/student-loan-ytd-12.html
3. HostPapa, Best Web Hosting in New Zealand. Retrieved on the 17 th of May from http://www.hostpapa.co.nz/lp/hosting- review/?transaction_id=10215ea1129e9bffe1c2aba84c6759&gclid=CjkKEQjw7tabB RCc0YvZ0- PigM4BEiQA8quBqWAZjpRkKqNgKEaxNwUFXWxunFfyEEAKikjxHE1pQmfw_wcB
4. StudyLink (2014), About StudyLink. Retrieved from http://www.studylink.govt.nz/about-studylink/
5. Student frustration mounts with Studylink (2013, March 16) Retrieved from: http://tvnz.co.nz/national-news/student-frustration-mounts-studylink-5370656
S.110 Business Systems: Deliverable 2: Business Section 2014 Name Marthalena Heather Netid Group Number: Website Link: Tutorial Details Tutor: Day: Time: Time Spent On Assignment: Word Count: 1641