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INFOSYS.110 BUSINESS SYSTEMS:

DELIVERABLE 2: BUSINESS SECTION
2014

Name Rahul Patel
NetID Rpat245
Group Number: 245
Website Link: http://infosys110groupxxx.blogspot.co.nz/
Tutorial Details
Tutor: Day: Time:
Helen Chen Tuesday 2pm
Time Spent on
Assignment:
15 hours Word Count: 1647

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WAITING LINES AT PUBLIC DOCTORS
(QLESS)
INTRODUCTION
In todays society the waiting lines at the public doctors can be very long and inconvenient to many.
Many times we are very sick and want to be treated quickly, but the thought of waiting for hours in
the crowed waiting rooms, puts us completely of recovery. This problem is increasingly growing and
not much is done to fix this issue that most people face in their everyday life. Now with the mobile
application; QLess, you can book an appointment and be notified to come in, saving the hassle to
wait with many other sick people in a congested waiting room. (r5)
3. BUSINESS SECTION
3.1 Vision
A clear waiting room free of extra bacteria that brings a happier and more comfortable lifestyle.
3.2 Industry Analysis: Medical Mobile Application Industry
Industry: Medical Mobile Application Industry. Users to be medical patients
Force: High/Low: Justification:
Buyer power: Low There is currently no mobile phone application
specialised to register patients for waiting lines at
public doctors.
Supplier power: High There are many software developers out there who
can create the application. (r4)
Threat of new entrants: High There are hundereds of software developers out there
who create a similar application once this idea is out,
and barriers to entry very low as the cost to develop
the software could be nothing for some. (r4)
Threat of substitutes: Low Patients can alternatively call up public doctors to
reserve a spot, but not exactly book a time which
would be for certain. Currently not all public doctors
allow people to reserve a booking, which is inefficient
and inconvinient.

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Rivalry among existing
competitors:
High
There is no existing mobile applications that have
been adopted by public doctors which allow patients
to book a time for their visit.
Overall attractiveness of the industry: Despite the large amount of software developers in NZ,
there is no current mobile application that has been designed to specifically to carry out the abilitly
of booking appointments at public doctors, which gives this application the first mover advantage.
3.3 Customers and Thei r Needs
QLess is directly targeted at the society as the potential customer base. The problem of long waiting
lines at the public doctors falls onto patients, and with the use of this application at their hands, the
problem could potentially be reduced. Though the society is the main focus as the target customers,
we specifically aim to target the patients that use public doctors on a regular basis when medical
assistance is needed. Patients need medical assistance as easy as possible and research has shown
that the wait in waiting rooms at public doctors decrease customer satisfaction causing the practice
to run less efficiency as there are more complaints coming through. What patients really want are a
fast service where their time isnt wasted and they get the best possible treatments. (r1)
3.4 The Product and Service
The systems that contributes to the time delay at public doctors is what needs to improved
effectively, which will increase customers satisfaction, solving their main issue that is faced, and also
allowing doctors to run more productively and efficiently. QLess ideally improves waiting times
process as it allows patients to use the public doctors registration system from their mobile phone
anywhere they are, whether it is in bed or on their way to the doctors, creating the flexibility they
need. As public doctors dont have patient booking system, it causes the backlog and inconvenience
for most patients who cant afford to lose valuable time. QLess allows patients to register and book
themselves in from their current location, and then be notified when its their turn to visit their
doctor. Research has proved that waiting along with along patients in waiting rooms, increase the
chances of further symptoms of sickness. (r5) QLess will not only help improve care for patients, but
also bring benefits to public doctors by increasing productivity and reducing cycle time within the
process to attending to patients.
3.5 Suppliers and Partners
For QLess to go live, we need partners who will support this idea and help see it through the
development process. The health department of the government would be a potential partner with
the funding they would supply for the development process. The money they invest into this project
becomes a form of investment for them as they invest into an idea that benefits the health
departments across the society and eventually the country, which is predominately their goal to do
so. Once the application is created the implementation process would be done through public
doctors undertaking the application. Not all doctors would be willing to share the risks of running
this application under their reputational name straight away, we would have to find some public
doctors that are willing to do so and become an initial partner. The public doctors that take on this
application and develop the process of making it better after feedback would in return share the
mutual benefit of increasing their productivity and efficiency within their own organisation. For the
application to be created and put out on the Application market, we could get application

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developers from Sush Mobile to design and code the mobile application. Sush Mobile are a New
Zealand based company which would create the mobile application we require and also design it in
such a way which is innovative and easy for our users. (r3)When the application is up and running,
the database would be stored up in the cloud, using the latest technology. This database would
consist of all the patient files that register with the application along with the doctors details and
systems thats required for QLess to function. This service could be contracted out to theCloud (NZ
based cloud servicing company) which manages storage and backing up of the database. (r2)
3.6 Strategy: Cost Leadership
The market is considered to be Broad as the product is targeted at all customers, which in this case is
for patients. Majority of the society use public doctors when they are ill. QLess will be free as it is out
to help patients in the society, where it is funded by the governments health department.
The overall strategy is therefore Cost Leadership Startegy.
3.7 Value Chain Activity: Technology Development
The most important value chain activity for this business is Technology Development.
As QLess is about improving customer experinece and efficiency for public doctors, the techonolgy
development is a fundamental part of the business. Patients relate better with techonology these
days as the world is moving on from manual processes, and the best way for efficiency to improve
within businesses today is through techonolgy. Humans make errors and are inefficient and with
development in technology, Qless minimises the conflicts that customers face with the manual
system, making them happy and free of the further illness caused by waiting in waiting rooms for
too long.















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3.8 Business Processes
3.8.1. PRODUCT PRODUCTION PROCESS The production is processed by satisfying the
customers needs. As a first step, the business needs to identify the customers need and talk with
the doctors for the go ahead of the concept. Through market research and detailed analysis, make
the application desirable to the order. Implement the tests under a number of scenarios and
determine if the application has passed the test to be implemented. The final product is to be go live
and be used by the customers (patients).




















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3.8.2. PRODUCT MAINTENANCE PROCESS As the end user (patients) using the application,
the doctors will register their data and interact by sending notifications back to them. As the data is
collected and the application is used, reviews from customers and doctors will be received back by
the business to enhance the products quality and performance.



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3.9 Functionalities
3.9.1. PRODUCT PRODUCTI ON PROCESS
Automated link of customer database.
The application needs to interface with current public doctors system.
3.9.2. PRODUCT MAINTENANCE PROCESS
Auto alert for review to patients for system enhancement.
Monitoring system of the application is to keep the application up to date.
3.10 Systems

3.10.1. CUSTOMER RELATIONSHI P MANAGEMENT SYSTEM Each customer would have
different needs and ideas of the application. In order to satisfy the needs of the customers, as they
will be the end user, its important to gather customer data so that QLess can offer its best for
patients to live a more comfortable enviornment.
3.10.2. WEB-BASED SELF SERVICE SYSTEM- QLess will be designed so that it can acquire the
feedback for the service it provides thorugh a web-based self service system. Can be done through
the App store or directly on the mobile application.
3.10.3. CONTENT MANAGEMENT SYSTEM- Having tools to manage the creation, storage,
editing and publication of inofrmation so that workers can share the flow of information in a
collaborative enviornment. This way it is more efficient and workers can correspond to customer
needs.
CONCLUSION
QLess is the system that all sick patients have always wished for when it comes time to visiting public
doctors. QLess can provide a patient the convenience of saving their time and their own health,
rather than waiting around in a room full of sick people for hours. QLess helps improve public
doctors efficiency and productivity compared to the currrent systems implemented. With the
functionalities of QLess, patients and doctors can interact efficiently, helping improve patients all
over New Zeland to a faster recovery with a happier and more comfortable lifestyle.

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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)

Technology
Development
1. Product
Production
Process
1. Automated link of user data.

2. Interfaces with public doctor system.
Automation system

Knowledge management
system
Collaboration system

Collaboration system
2. Product
Maintenance
Process
1. Auto alert for reviews.

2. Monitoring system tool to keep app up to
date.
Web-based self service system


Content management system
Customer relationship
management system

Customer relationship
management system
REFERENCES
1. Marty Stempniak, M. (2013, November 1). Hospitals and Health Networks. Retrieved May 15, 2014, from
www.hhnmag.com/display/HHNnewsarticle.dhtml?dcrPath=/templatedata/HF_Common/NewsArticle/data/HHN/Magazine/2013/Nov/
1113HHN_Coverstory
2. theCloud. (n.d.). Retrieved May 18, 2014, from http://www.thecloud.net.nz/go/services
3. Sush Mobile | Mobile App Developers in Auckland & Wellington. (n.d.). Retrieved May 18, 2014, from
http://www.sushmobile.co.nz/about-us/
4. Careers NZ. (n.d.). Retrieved May 23, 2014, from www.careers.govt.nz/jobs/information-technology/programmer/job-opportunities
5. Helen Branswell, H. (2014, February 14). Kids can get sick in doctors' waiting rooms. Retrieved May 23, 2014, from
http://www.vancouversun.com/health/family-child/Kids+sick+doctors+waiting+rooms/9508302/story.html


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