The process is located in the domain of food retailing. It includes the order process, logistics and payment, as well as delivery of selected products.
Introduction
Our target is to build an application for managing the selling process of food retailers. The process starts with the customer and ends at the customer. The starting point is the online order from the customer, followed by the order processing in our system. Tasks like the preparation, packaging, payment processing and so on are then managed and automated in our system. The process ends with the successful delivery of the ordered products and the customers smiling face. After that the customer will be kindly asked to give feedback, to help us improve our customer service.
We want to be successful in our strategy of upgrading the retailing process in the online application segment. Customer satisfaction, a business term, is a measure of how our products and services supplied to customer meet or surpass their expectation. It is seen as a key performance indicator together with the time to completion and the number of successful orders per day. In order to achieve our goals, our retail company is going to increasingly digitize the stores with the help of web applications. Constant improvement of our application is of great importance to our plans.
Who is the customer of your process?
A Person who visits the online store and places an order for the food retailer. After successfully placing the order and the approved payment process the customer receives the ordered products.
What is the result (service or product) of your process?
After successfully placing the order and finishing the payment process, the order will be checked for availability and the delivery process starts. In the end, the customer receives the order.
Which resources (humans, information systems, machines) participate in the process?
customer, online shop, logistics, payment provider
The resource 'logistics' is a role 'logistic worker'. There are multiple logistic workers (e.g. 5), who take orders and prepare them for delivery. The assignment happens randomly if there is currently more than one worker available, e.g. for the first few orders. After that, the orders are queued and as soon as a worker gets available, he/she takes a new order according to the first-in, first-out principle.
What are the most important activities in the process?
Data collection concerning the order (customer and product details), Order submission, order checking, payment, deliver products, rate delivery process, restocking
Which technology shall be applied to innovate the process?
Our main target is to improve the order experience of our customers and reduce costs.
Therefore we will re-engineer existing business processes for existing delivery procedures to be faster, more reliable and more customer-friendly.
The order experience will be improved with a recommendation system which informs customers about available products and makes suggestions for products the customers might like to buy too.
Additionally, automatization is pushed were possible. Our target is to process as much as possible of the whole order without human interaction.
Which exception shall be handled in the process?
resources unavailability, payment failure, order cancellation
Which task is performed by group members with a certain strategy to resolve who is doing the task?
We will develop a strategy for the Ressource Onlineshop.
TASK 1: Login & check credentials
- Resource: Customer, Onlineshop
- Type: Script Task
- Implementation by: tba
TASK 2: Product recommendations - Customer chooses products; product availability will be checked automatically
- Resource: Customer, Onlineshop
- Type: Service Task
- Implementation by: tba
TASK 3: Incoming order - Order is placed in the System
- Resource: Onlineshop
- Type: Service Task
- Implementation by: tba
TASK 4: Payment and confirmation
- Resource: Customer, Online shop, Payment provider
- Type: Receive Task
- Implementation by: tba
TASK 5: Feedback - At the end of the order process, the customer gives a rating of the experience in the whole order process
- Resource: Customer, Online shop
- Type: Service Task
- Implementation by: tba
Which are the three Key Process Indicators (KPIs) that you will monitor for your process?
revenue per day, successful orders per day/unsuccessful orders per day, time to completion, customer satisfaction
How will your customers be identified in your process?
By their unique customer ID and their unique order ID.
Report about participation:
We have 3 steps of evaluation:
- one notification after a user logs in
- one notification after the user orders products
- one notification after the user gives feedback
For identifying our customers (other students) in our application, we make them log in with their matriculation number.
So we can see if the participants of the course went through the process, as we receive notifications with the respective matriculation numbers and the step that they have reached.
