Technological Advancement for Business Process Improvements

Assignment Taken

1. Fundraising Proposal

In collaboration with the city Marathon campaign, NGOs and big brands spread the message for Eat Healthy, Think Healthy, DND can organise a fundraising event. It can also opt for crowdfunding by making people aware of the sorted life that its services can provide especially to the old age generation who are mostly confined to homes.

1. Organization Tagline

“Go Fresh Go Healthy Think DND”

1. Key Performance Indicator

• Marketing

1. DS (Demand and Supply) Tracker for Supply Chain
2. Active Users

• Finance

1. Customer Conversion Rate for IT
2. Customer Life Time Value
3. Customer Acquisition Cost (total expenses of acquiring new clients/total new acquired new clients)
4. Operational cost as a percentage of Revenue
5. Gross Margin ((Total Revenues-total costs of production)/Total revenues*100%)

Both Finance and Marketing will function with support from IT and in parallel with HR.

Case Understanding

Technological advancement and enhanced Database Management System required to ensure efficient functioning of Business Processes. Problems Associated with the IT Department 1. No provision for smooth registration of customer complaints regarding missing deliveries. 2. No user friendly and immediate options available for customer feedback and queries. 3. No Inventory management system to track the lot for short-dated products (perishable). 4. Lack of Sales visibility and hence demand at the non-dense areas. Technological advancement and enhanced Database Management System required to ensure efficient functioning of Business Processes.

BCS Solution Summary

Areas of Improvement for Business Process Scaling 1. Remote process automation for setting up an automated bot to register a request for issues regarding customer complaints and missing deliveries. 2. Automated links sent to registered mobile number for feedback and rating of the delivery personnel. 3. 24X7 Chat Bot facility for queries and suggestions. 4. Enhancement in the Database management system to establish a mapping of the Unique Customer Product Code and Warehouse management system for a detailed preview of short-dated inventory adhering to shelf life and safety days of stock through ERP. 5. Analyzing Data with AI and ML for better forecasting of demands as per sales history and geographical constraints. 6. Performance Dashboard (Sales, Target, Sufficiency of the Business Process and Customer Satisfaction) for Top Level Management so that they could take appropriate decisions on the existing Supply chain. 7. HR Dashboard for Senior HR Management to keep tabs on the attendance, salary, leave and Cost per person spent by the company. Enhancement in the pre-existing App 1. User-friendly and interesting UI/UX interface for product tagging with calendar time frame 2. Navigation system along with ETA for real time monitoring of orders 3. Rating and reviews on the app to promote our services 4. Coupons and offers to attract the customers 5. Provision of the BHIM UPI payment option instead of the Wallet so that the customers don’t have to recharge the wallet separately.

Solution

At first, the IT Department should look for solutions to stabilize the existing technical faults that are hampering the current business sales.

• Authority and Responsibility

        Unheard complaints of the customers and their queries

1. If the customer always has to find the contact details of the corporate office and write an email for every complaint, he/she would rather prefer to walk out of its services since time is of the essence here. We as IT professionals suggest providing an RPA Automated request registration system at the homepage of the app itself. Just click at one go and you will be available with your options of chat, complaint registration, and queries.
2. After every purchase and delivery of the item, the customer will be shared with a link to provide their feedback and ratings so that we could evaluate ourselves to become even better and robust.

 

• Unity of Command

Missing Deliveries and Tracking of the perishables

1. IT Professionals need to develop a Database Management System to incorporate the Unique Customer Product Code so that there is the possibility of negligible human error and every transaction is being captured in the ERP system on a real-time basis.
2. The IT Department will also need to have a Warehouse management system to have a foresee on the perishable product quantity so that they can be given away in discounts or free which may indirectly increase the confidence of the customer and also not affect our sales.
3. Through data Analytics and AI and ML based forecasting, we could establish an initial stage of Supply Chain which will be beneficial for further scaling of the company.

Since it is a start-up we the IT Department is planning to go for Cloud based and open source ERP system so that it doesn’t put an extra burden on the Finance Department on our journey of scaling.

• Unity of Direction and Degree of Centralization

With the visibility of sales, operating costs, revenue, and Production through Dashboards the IT Department can help the Senior Management to take an efficient and quick decision which will make a strong foundation for the organizational structure of DND. The IT Department will be responsible for authorization access to these dashboards at different levels.

 

• Division of Work

1. Different people with different technical skills can help the scaling of Organization by making the pre-existing app more user friendly and interesting. We could use the shoptimize concept for tagging of products as per calendar date requested by customers.
2. We can enhance the app with real time tracking option with ETA facility. Along with it we can display customer reviews and ratings of our app to boost customer confidence.
3. Finally, to ease the problem of the subscribers in the non-dense areas the IT Department can enable the BHIM UPI payment mode instead of the wallet recharge to ensure user-friendly payment options.

 

Cost Analysis for Technological Advancement

• Software:

         SAP Business One ERP: It’s a starter Package designed for start-ups and small businesses

          Cost: $39 per month per user with a one-time fee of $1357

           i.e. ₹174620 for two corporate employees of IT annually.

b) Tableau Subscription open-source

Cost: $42 per month per user i.e₹ 38113 for one IT employees annually

     Total: ₹38113+₹174620 =₹212733 annually.

• Hardware:₹17000

 

Conclusion

1. IT Department will work closely with every department and with the above mentioned solutions will try to initiate a strong supply chain network which will help as a building stone for the business expansion. 2. The IT Department will work in the process of improving customer confidence and satisfaction. 3. With future visibility through forecasting sales and hence, the demand the organization will be able to make concrete decisions on business expansion on non-dense areas and will try to be ready for any adverse situations that may arrive in the future. The DND should also aim for promotional events to woo the investors to meets its expansion plans even in non-dense areas. An optimize Supply Chain network with cost-effective logistic support will help in meeting the future targets of DND which will indirectly drive the organization to reach the near break-even in a small time period.

Attached File Details