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INFOSYS.110 BUSINESS SYSTEMS:


DELIVERABLE 2: BUSINESS SECTION
2014

Name Weisheng Gan
NetID wgan555
Group Number: 063
Website Link: http://infosys1102014fcgroup63.blogspot.com/2014/05/d2-wgan555.html
Tutorial Details
Tutor: Day: Time:
Kayur Monday 3pm
Time Spent on
Assignment:
A week Word Count: 1329

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HELPING HANDS
INTRODUCTION
Multifunctional hand helper is the featured product of our company which is a type of
glove using to help those who are suffering from Carpel Tunnel Syndrome. Carpel Tunnel
Syndrome is a physical condition which is very common in nowadays society. It can be due
to pregnancy, obesity, diabetes, lightly repetitive and heavy manual work or work with
vibrating tools. Our product can help those who are affected by Carpel Tunnel Syndrome are
able to pleasantly use their hands again.

3. BUSINESS SECTION
3.1 Vision
Innovating technology and enhancing products to help people with high quality service to
reduce the effects of Carpel Tunnel Syndrome.
3.2 Industry Analysis: Carpel Tunnel Equipment Industry
Industry: Carpel Tunnel Equipment Industry. Products of Carpel Tunnel Equipment Industry
can help people who are suffering from physical handicap by efficiently reducing the
negative effects from Carpel Tunnel Syndrome.
Force: High/Low: Justification:
Buyer power: High Buyer power is high because people can choose
whether or not to use a equipment; there are
various ways to deal with carpel tunnel. For
example, patients can take a physical or medical
treatment in stead of using a medical
equipment.

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Supplier power: Low Supplier power is low because high quality
carpel tunnel equipments can be produced by
many companies. In addition, only people who
are deeply affected by Carpel Tunnel Syndrome
will be recommended by doctor to use a carpel
tunnel equipment.
Threat of new entrants: High Threat of new entrants is low because the level
of technologies of producing carpel tunnel
equipment is quit low which it is eazy to start
and development.
Threat of substitutes: High Threat of substitutes is high because there are
several ways to deal with a physical handicap,
such as physically specific execises.
Rivalry among existing
competitors:
High Rivalry among existing competitors is high
because there are numbers of companies in this
industry.
Overall attractiveness of the industry: The overall attractiveness of the industry is high as
medical equipments provides a high degree of economic as well as economic benefit and
yet remains easy to use without special training.
3.3 Customers and Thei r Needs
Customers that interested in our product would most likely to be those who frequently does
typing, writing, painting works or playing video games. As the technologies devolops,
increasing number of people use computer in their working even leisure time. The fact is
most people got Carpel Tunnel Syndrome while theyre working for their own living, they
cannot just stop working because they are concerned about getting this syndrome,
therefore they do need our products to help them work more comfortable.

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3.4 The Product and Service
Mutifunctional hand helper is a product that delivers the service of easing the pain that the
Carpal Tunnel Syndrome brings to the patients. It will aid them in particular wrist-intensive
actions as well as help accelerate the time required to heal. Even though those who have
not impacted by Carpel Tunnel Syndrome could be benefited by our products that help
people take precautions againt the syndrome. Our company provides free repairment of our
products for three years since customers get our products, and we also provides delivery
service with charging just few fees
3.5 Suppliers and Partners
The suppliers we need to locate which are able to produce our multifunctional hand helper
and deliver all the features that our product will possess. Our main supplier will be the
company called Capes which is a local company located in Mount Maunganui, and our
partners will be the major medical centres and pharmacies. With our supplier and our
partner, we are able to mass producing and mass distributing our products to major medical
centres to help those who are effected by Carpal Tunnel Syndrome.
3.6 Strategy: Cost Leadership
The Carpel Tunnel Eqiupment Industry is one that is with fierce competition and high buyer
power. Almost everyone trends to be affected by Carpel Tunnel Syndrome, therefore we
have a very broad pentential market. The costs of producing our products are not high.
Carpal tunnel syndrome usually occurs only in adults (Carpal tunnel, n.d.). Since the
affected populationof Carpel Tunnel are skewed towards women in 40s 60s (Carpal
tunnel, 2009), it is most likely that our potential customers would have the disposable
income to be able to purchase the mutifunctional hand helper. The overall strategy is
therefore Cost Leadership.
3.7 Value Chain Activity: Service after sale
The most important value chain activity for our business is service after sale. This activity
can help us collect customer information and feedback eazily and through them to innovate
and enhance our products.

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3.8 Business Processes
3.8.1. CUSTOMER ORDER PROCESS This is the process our company uses to receive and
place orders which from customers. The shop-stuffs or website can identify the customers
and collect some specific information from the process about the customers situation when
an order receives from customers. According to the information, advisors will recommend
the most suitable allocation of our products to the customers.
CUSTOMER ORDER PROCESS
Start
Customer orders
to purchase
online or in shop
Is the customer a
new customer?
Find customer
under search
system
No
Add customer to
data place by
adding in required
information
Yes
Does customer
want to change or
update their
information
Customers
update their
details
Yes
Hand
customer the
Product and
receipt
Do customers want
to be informed of
new products via
email?
Proceed with
payment and
thank
customer
Add customer
email into
database
Yes
According to customers
information to
recommend the
allocation of products
to customer
End
No
No


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3.8.2. CUSTOMER FEEDBACK PROCESS Using this process helping us to allocate different
types of information from the customer which will be analysed in order to figure out what
customers felt beneficial and what they do not like at the product. The feedbacks given will
help us to modify and enhance the products so that we can ultimately improve customers
satisfaction and help them through their condition and make their lives better.
CUSTOMER FEEDBACK PROCESS
Start
Email customer
feedback survey
to complete
Did the customers
agree to fill the
survey
Customer fill out
mutichoice questions
and short answer
questions then rate the
products
Yes
Data is
analysed and
sorted into
appropriate
Thanks
customer for
choosing our
products
No
Sent to the
appropriate
support teams
Are there any issues
came about?
Will considered to
create a new
allocation which
suits the customer
needs
No
Will email
clients about
the modified
product
Support teams
will look into the
problem with
more detail
Yes
Fix the
problem
Will look back on
feedback and see
what aspects of
the product need
improvement
End





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3.9 Functionalities
3.9.1. CUSTOMER ORDER PROCESS
Collect customers information when customers are willing to purchase
Reply customers anytime
3.9.2. CUSTOMER FEEDBACK PROCESS
Send the collection of analysed information to the customer support team
Satisfy every single customers personal needs with right information
3.10 Systems

3.10. 1. ORDER PROCESSI NG SYSTEM Order processing system collects customers
information simply and efficiently. It will collect certain pieces of information required by
selecting allocation of our products and record the purchases made under customers
individual account. This is really help to manage customers information and make
convenience to customers.
3.10. 2. FEEKBACK PROCESSING SYSTEM Feekback processing system can allocates feedback
recevied from customer by recognised different answers that customers filled in. The
feedback will be sent to the specific support teams. Then our techonology department can
use the information which get from feedback to evaluate and construct new products or
improve the existing products to suit the customers needs.
3.10. 3. CUSTOMER SUPPORTING SYSTEM - Customer support system is important to our
company as it helps to track what our company needs to improve. With this system we are
able to analyse the feedback received, filter for spam, then investigate and reasearch
further into the topics. From the results to form solutions to solve the problems. Customer
support system varies with feedback processing system in a way that the customer support
system mainly focus on solving the problems for the customers.

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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
Sales
1. Customer
Order
Process
1. Collect customers information when
customers are willing to purchase
2. Reply customers anytime

Order Processing System Transaction Processing
System
2. Customer
Feedback
Process
1. Send the collection of analysed information
to the customer support team
2. Satisfy every single customers personal
needs with right information
Feedback Processing System

Customer Support System
Decision Support System

Customer Relationship
Management

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CONCLUSION
Overall, our company are focusing on producing valuable products and services to remove
the pain from people who suffers from Carpel Tunnel Syndrome. In Carpel Tunnel
Equipment Industry, we are stressing on creating value to customer by providing high
qualitied services after sales under a overall strategy of Cost Leadership. The most
important processes in our business are Customer Order Process and Customer Feedback
Process and we are running Order Processing System, Feedback Processing System and
Customer Supporting System to support these two processes. Our product can help those
who are affected by Carpel Tunnel Syndrome are able to pleasantly use their hands again.
REFERENCES

1. Capes. Retrieved from http://emedicine.medscape.com.

2. Carpal tunnel (n.d.). Carpel Tunnel Syndrome Fact Sheet. National Institute of
Neurological Disorders and Stroke. Retrieved from
http://www.ninds.nih.gov/disorders/carpal_tunnel/detail_carpal_tunnel.htm

3. Carpal tunnel (2009, August 26). Carpal tunnel more common in women. New
Zealand Doctor, page 22. Retrieved from Australia/New Zealand Reference Centre.

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