This document provides an overview of a business plan for a company that produces a multifunctional hand glove to help people suffering from carpal tunnel syndrome. It includes sections on the company's vision, industry analysis, customers and their needs, product and service description, suppliers and partners, cost leadership strategy, emphasis on after-sales service as a key value chain activity, descriptions of customer order and feedback processes, functional requirements of systems to support these processes, and a summary table linking value chain activities to information systems. The business aims to help people with carpal tunnel syndrome through an innovative product while keeping costs low to be a leader in the industry.
This document provides an overview of a business plan for a company that produces a multifunctional hand glove to help people suffering from carpal tunnel syndrome. It includes sections on the company's vision, industry analysis, customers and their needs, product and service description, suppliers and partners, cost leadership strategy, emphasis on after-sales service as a key value chain activity, descriptions of customer order and feedback processes, functional requirements of systems to support these processes, and a summary table linking value chain activities to information systems. The business aims to help people with carpal tunnel syndrome through an innovative product while keeping costs low to be a leader in the industry.
This document provides an overview of a business plan for a company that produces a multifunctional hand glove to help people suffering from carpal tunnel syndrome. It includes sections on the company's vision, industry analysis, customers and their needs, product and service description, suppliers and partners, cost leadership strategy, emphasis on after-sales service as a key value chain activity, descriptions of customer order and feedback processes, functional requirements of systems to support these processes, and a summary table linking value chain activities to information systems. The business aims to help people with carpal tunnel syndrome through an innovative product while keeping costs low to be a leader in the industry.
This document provides an overview of a business plan for a company that produces a multifunctional hand glove to help people suffering from carpal tunnel syndrome. It includes sections on the company's vision, industry analysis, customers and their needs, product and service description, suppliers and partners, cost leadership strategy, emphasis on after-sales service as a key value chain activity, descriptions of customer order and feedback processes, functional requirements of systems to support these processes, and a summary table linking value chain activities to information systems. The business aims to help people with carpal tunnel syndrome through an innovative product while keeping costs low to be a leader in the industry.
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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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2 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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3 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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4 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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5 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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6 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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7 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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8 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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9 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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