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INFOSYS.110 BUSINESS SYSTEMS:


DELIVERABLE 2: BUSINESS SECTION
2014

Name Dorisha Kimi
NetID dkim613
Group Number: 283
Website Link: http://infosys110groupxxx.blogspot.co.nz/????
Tutorial Details
Tutor: Day: Time:
Yvonne Hong Thursday 11am
Time Spent on
Assignment:
16 hours Word Count: 1421

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THE E-RECIEPT
INTRODUCTION
Advancement in technology has come up with so many ways to automate tedious tasks, for
example online banking and the eftpos system; however not yet so for the old fashioned
paper reciept. The new and improved e-reciept offers an effortless and dependable way to
store and manage all your reciepts electronically. Connecting all your credit transactions to
a cloud storage via a web service. That way youll never have to bother with paper reciepts
ever again.
3. BUSINESS SECTION
3.1 Vision
To create an efficient, effortless, and eco-firendly way to store and manage all your recipets
in order to satisfy all your transactional needs.
3.2 Industry Analysis: Electronic payment Industry
Industry: The industry that the e-reciept falls under is the electronic pament industry. The
e-recipet involves electronically recording recipets for customer purchases or sales. So that
customers can view, store and manage their reciepts more efficiently on our online cloud
based web service.
Force: High/Low: Justification:
Buyer power: Low Buyer power is this industry is quite low, because
there are not many services in the industry which
offer to electronically record reciepts. (Global inc.
2012)
Supplier power: High There are not many suppliers in this industry, a

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few include Visa Inc. and Banks. (Visa, 2014)
Threat of new entrants: Low Threat of new entrance is low because barriers
to entry is quite high due to the immense amount
of funds and well established networks needed to
establish such businesses. (OECD, 2012)
Threat of substitutes: High The threat of substitutes, are quite high, because
there are alternative ways to manage your
invoices. For examle, receiving the old paper
reciept, filing it, taking notes of your transaction,
or simply not caring about reciepts.
Rivalry among existing
competitors:
Low Rivaly is quite low mainly because there are very
few existing competitors, thus compittion is not
as vigorous. (Global inc. 2012)
Overall attractiveness of the industry: The porters five models analysis indicates that the
electronic payment industry is a fairly attractive industry. There are few competitors, and
also little to no rivalry. The threat of new entrants is quite high, so competitors shouldnt be
a problem. Buyer power being low, also due to the lack of existing competitors, indicates
that this industry is very attractive and has a high demand for the electronic reciept.
3.3 Customers and Thei r Needs
Cusumers of today want a more efficient and easier way to store and manage their reciepts.
It should be of instant access anywhere, anytime and also reliable and secure. The
customers for the e-reciept, should include all consumers who own a debit or credit
card,and retaile to diminish the expense cost of paper recipets. The e-recipet web service
records credit transactions only, as the information is transferred from the customers bank
card details to the e-recipet cloud which stores all the credit transactions of customers.


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3.4 The Product and Service
The e-reciept is a service which offers an efficient way for customers manage their reciepts;
which is recorded and stored on an online cloud made accessible through a web service
which we provide. This is made possible through the connection between the customers
bank card account, EFTPOS systems within stores, and their e-reciept account on our web
server. So when a transaction is made via their bank card, the transactional information will
automatically transfer to the customers e-reciept account as a detailed reciept. The cloud
will only record credit transactions. A search bar will also be available to track specific
purchases; as there may be a vast amount of information stored. Other special features of
our web service include, sorting these transactions into specific categories relating to the
types of purchases; this makes the recording of receipts smarter and more efficient.
3.5 Suppliers and Partners
Since the e-reciept only records credit transactions, we will be looking credit card
companies or financial provider companies as our suppliers and partners for example, Visa
inc. Master card and Banks. Partnering with our suppliers will allow, transfactions via bank
card to automatically transfer to their e-reciept account. Partnering with credit card
companies, will allow us to potentially gain customers on large scale instantly. Potentially
their customers could also sign up for the e-recipet to

3.6 Strategy:
We want the e-reciept to become a part of the normal every-day transactional process, so
we would want this service to available to as much customers possible. The Broad market
scope best fits the market scope we are aiming at. And also, in order for our service to
appeal to the broad market the servcice would be low cost based.
The overall strategy is therefore Cost leadership.
3.7 Value Chain Activity:
The most important value chain activity for this business is Service after sale.

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Since the e-reciept is described as a service that is basicaly very customer focused, it is
important to maintain contact with customers to establish, good customer relationships and
in turn grow customer loyalty. Also a web server would require constant maintanence, to
avoid any complications that may arise with the web server. Constantly tending to the
needs of customers would not increase customer satisfaction, but also improve our services
as a company.
3.8 Business Processes
3.8.1. CUSTOMER COMPLAINT MANAGEMENT PROCESS The customer complaint process is
used to identify any problems that customers might have with the service. As our key value
chain activity is service after sale, this process important in servicing our current customers
and to build customer loyalty and satisfaction.


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Customer complaint management process










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3.8.2. PROMOTIONS AND ADVERTI SING PROCESS: THIS PROCESS, ANALYSI S OUR CUSTOMERS
TRANSACTIONAL DATA, SO THAT WE CAN OFFER THEM PROMOTIONS THAT MAY BE OF VALUE.
THI S I S AN IMPORTANT PROCESS AS I T MEETS THE GOALS OF SERVI CE AFTER SALE FOR OUR
CUSTOMERS.



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3.8.3. CUSTOMER FEEDBACK PROCESS: THI S PROCESS I S I MPORTANT IN I DENTI FYI NG ANY
IMPROVEMENTS THAT WE COULD MAKE TO OUR PRODUCT SERFVI CE. THI S I S IMPORTANT IN
MAINTAING GOOD CUSTOMER RELATI ONS SHI PS AND CUSTOMER SATI SFACTION.












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3.9 Functionalities
3.9.1. CUSTOMER COMPLAINT PROCESS
Identify customer complaints
Offer solutions
Analyse customer satisfaction
3.9.2. TRANSACTI ONAL DATA ANALYSIS PROCESS
Identify customers purchasing habits
Communicate promotions and advertisements with suppliers and partners
Analyse customer satisfaction
3.9.3. CUSTOMER FEEDBACK PROCESS
Identify any improvements company could make
Implement these improvements

3.10 Systems

3.10. 1. CUSTOMER COMPLAINT MANAGEMENT SYSTEM- This system is important in meeting
the major functionalities of resolving problems with our product service. Transactional
systems help us identify the categories that the customer complaints fall under to make the
decision process easier. And decision support systems help us to determine what we can do
to improve our product service and how we should go about it. The value that this system
provides is increased customer satisfaction and built relationships.
3.10. 2. TRANSACTI ONAL DATA ANALYSIS SYSTEM- This system is important for translating
data into promotional opportunites. Transactional systems help us indentify customer
purchase habits, and what promotions would match these habits. And decisional systems
help determine how we, or our suppliers and partners, could improve promotion
reccomendations to customers.
3.10. 3. CUSTOMER FEEDBACK MANAGEMENT SYSTEM - This system is useful for analysing
customer feedback to identify improvements we could make to our product service.
Decisional systems help us make the appropriate improvements to improve our product
services, increase customer satisfaction and build customer loyalty.

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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. Customer
complaint
process
1. Identify customer complaints with product
service

2. Resolve these problems

3. Analyse customer satisfaction
Customer complaints sytem

Customer complaints sytem
Customer relationship
management systems

Decisional support
systems
2. Customer
feedback process
1. Identify improvements

2. Implement these improvements

3. Analyse customer satisfaction
Product Service
maintanence system

Product Service maintanece
system
Transaction processing
cheese system

Customer relationship
management cheese
system
3. Transactional
data analysis
process

1. Identify customers purchasing habits

2. Offer promotions to customers

3. Analyse customer satisfaction

Transactional data analysis
system
TPS

DSS





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CONCLUSION

The e-recipet, online cloud-based webservice offers a much easier and more convenient
way to organize, store and track all your reciepts. This product service, has a loads to offer,
and would the first in its industry to electronically record reciepts. Consumer response for
this product service is expected to be high due to the technological changes in other
purchasing tasks already taken place. With technology changing the normal way of
reciepting, it will certainly make the world a better place.
REFERENCES

1. Global inc 2012 all rights reserved. (2012). Industry
initiatives.https://www.globalpaymentsinc.com/USA/customerSupport/industryInit.
html

2. Visa. (1996-2014). About Visa. Retrived from: http://usa.visa.com/about-
visa/index.jsp
3. OECD. (2012) Competition and payment systems. Retrieved from:
http://www.oecd.org/competition/PaymentSystems2012.pdf