service request sr-kf-013, part 1 through 3 service request sr-kf-013, part 1 through 3 1 service...

Service Request SR-kf-013, Part 1 through 31


Michael Wolper, Tina Brunner, Kenzie Mitchell, Tosha Edwards

Assignment 4

BSA/375

November 23 , 2014

Myrna Bravo



Service Request SR-kf-013, Part 1

Introduction

In this document, we will go over several different topics

when it comes to the service request SR-kf-013 for Kinder Foods.

The first section will be about the scope and goals of the

service request. Second will be about the project feasibility

and if the company will be able to actually complete this

request. The third part will talk about how the business is

currently operating. Finally the document will go over the

requirements need for this request.

Scope and Goals

This section will be about the scope and goals for the

service request mentioned about. This service request was put in

by a manager who is trying to make it better for their customers.

The manager would like the company to create a system that will

help track what the customer buys, and then give out loyalty

points and redemption for frequent shoppers. This will be known

as the frequent shoppers program. The type of redemption will be

different types of gift items, specialty foods and other products



that they may be able to give out to the customers. By doing this

Kinder Foods is hoping to make the shopping experience better for

all of their customers. It will allow them to see what their

best products on and what products quality needs to be looked at

more. Hopefully by paying attention to the frequent buyers, and

giving them rewards for buying their products, these customers

will buy more at a later time.

Project Feasibility

After conducting my standard feasibility study for this

current service request, these are my findings as it pertains to

the impact that this project will have on Kudler Fine Foods

operationally, technically, and economically. Beginning first

with the operational factor of this project, I believe that it

can be done. With the implementation of a new information system

for tracking the purchases of customers, a loyalty program can be

done. However, there are some issues that could arise as well,

the first being how to implement the system so that there is no

effect on day-to-day operation. My solution to this is by having

an account system that keeps track of frequent shoppers and their



points based on the amount of items that they purchase. The other

issue is what to do with loyalty points that customers do not use

after a certain amount of time. For this issue, I believe the

system should have a point expiration date where all unused

points will no longer be useful. This should take care of startup

issues for the time being. Now, as for the technical factor of

this project, I believe that it can be done as well. As it

currently stands, the Information Technology department will need

to enhance the current system so that it can handle awarding and

storing points for recurring customers each time they make a

purchase at Kudler Fine Foods. Additionally, the point system

will need to be able to handle the points on a time-based

schedule. Other than this, I do not see any real issues that

could arise at the startup of this enhanced system. Finally, for

the economic factor of this project, I believe that it is

feasible since this project will only need to involve enhancing

the current information system in place. This means that Kudler

Fine Foods can save a lot of money by only having to enhance

their current information system instead of having to go through



the process of having an entirely new system developed. This is

very beneficial as well, since Kudler Fine Foods can save more

resources to invest in making sure all needed hardware and

software can be obtained without any big financial impact to the

company.

Current Business Process

Kudler Fine Foods would like to show its customers how much

their business is appreciated by using information stored in the

database. Currently, Kudler Fine Foods stores information on its

customers, inventory, items sold, order, order line, store,

supplier, tax table and tender. The demographic data captured

for each customer’ name, address, contact information,

anniversary date, birth date, email address, etc. Kudler uses

this information to track the products sold at each store

location. This helps with the product ordering process. KFF

also uses the customer information to advertise sales and other

events which are taking place at store locations. There are some

items at KFF that are prepared at each location. The inventory

table provides the availability for the ingredients of each



prepared item. Bakery products are a great example of items

stored in the inventory table. There are other items sold at

each KFF location. The items table captures the information of

those products sold at each store location. The details of each

order placed is tracked along with each entry line of that order

is tracked as well. The store locations are tracked for each

location providing information such as name, address, contact

information, emergency contacts and information about the

employees. To ensure each store location remains stocked, KFF

also tracks information for each its suppliers. All wholesalers,

venders and other companies used to prepare saleable items are

captured in the KFF database. Different areas may have different

tax rates. The tax table provides applicable tax rates for

orders placed at any given store location. Kudler Fine Foods

offers a few different ways to pay for products such as cash,

credit card or a combination of cash and credit card. Payment

information is captured and stored in the database for each order

placed.



Requirements for Frequent Shopper Program

There are different methods which can be used in deciding

the proper requirements for Kudler Fine Foods. The first thing

in setting requirements is to understand what each stakeholder is

looking for. The methods I believe would fit with the Frequent

Shopper Program would be the traditional method and direct

observation. Both methods can be very helpful is finding what is

needed for the program. With each method you can look at what is

required from different points of view.

With the traditional method you would want to start by

holding interviews and focus groups. You should interview

stakeholders, employees and store managers. Tis will ensure you

understand the requirements that will fit the business. Once



these are in place you can then set up your requirements list.

Requirements analysis is general three phases. The first phase

would be eliciting requirements, which would be your interviews

and all business documentation. The second phase is analyzing

requirements, this is where you can determine if the requirements

ae complete, clear and resolve any conflicts. The third, and

final phase is recording requirements in this step you will

document your requirements in a summary list. You will also list

your process specifications in this phase.

Another useful method would be direct observation. By using

this method you can observe the user in their environment. For

some people is may be harder for them to explain what they are

doing, so having a chance to observe them can be very beneficial.

When using this method you may want to take in depth notes, or

even record what is being done. You will also need to decide if

the observer is someone who already understand what is being

observed, or is new to the program. Deciding which fits best

will determine which outcome you will have.



Conclusion

This document talked about several different points of

service request SR-kf-0013 for Kinder Foods. The first section

was about the scope and goals of the service request. Second the

document talked about the project feasibility and if the company

will be able to actually complete this request. The third part

was about how the business is currently operating. Finally the

document went over the requirements need for this request.

Service Request SR-kf-013, Part 2



Introduction

This is the second part of the document that goes over

service request SR-kf-0013. In this part of the document it will

go over the mandatory and non-mandatory requirements needed for

the system and if they are a functional part or non-functional.

The next part will be about about how the future business process

will be. The final part will be on the functional allocation

model and how the system components will be built.

Requirements List

For Kudler Fine Foods, Frequent Shopper Program, it is

important to understand what requirements are needed, and may be

left out. Below I will list functional and non-functional

requirements. Functional requirements are something that your

system needs to do. Non-functional requirements are how the

system should act.

Functional Requirements:

The system will allow the incorporation of the Frequent

Shopper Program.



The system will make it easy for others to be trained.

The system will allow the tracking of customer’s purchases.

The system will track customer’s loyalty points/rewards for

easy usage.

The system will allow for loyalty customers to save money on

special purchases such as food, merchandise and even as gas

perks at local stations.

The system will let employees bring up loyalty customers

points using a POS (point of sale) system.

The system will allow for a salesperson to internally update

any changes using the POS.

The system will allow for third part vendors to externally

make changes using the POS.

The system will allow for customer to check and change their

loyalty points online through Kudler’s website.

Non-Functional Requirements:

The system should work with internal POS.

The system should work with third party external POS.



The system should function in every Kudler store through

there POS.

The system should work hand in hand with the system which is

already in place.

The system should be able to update on required dates.

The system should need verification by customers in order to

access their accounts.

The system should only allow employees and managers to make

changes.

The system should only allow employees and managers to

process changes.

The system should protect customer information by setting up

security such as access privileges, account lockout and

individual user accounts.

Confirm Requirements

The next section is going to take the function and non-

functional requirements and categorize them into mandatory and

optional.



Mandatory Requirements

The system will allow the incorporation of the Frequent

Shopper Program.

The system will make it easy for others to be trained.

The system will allow the tracking of customer’s purchases.

The system will track customer’s loyalty points/rewards for

easy usage.

The system will allow for loyalty customers to save money on

special purchases such as food, merchandise and even as gas

perks at local stations.

The system will let employees bring up loyalty customers

points using a POS (point of sale) system.

The system will allow for a salesperson to internally update

any changes using the POS.

The system will allow for third part vendors to externally

make changes using the POS.

The system will allow for customer to check and change their

loyalty points online through Kudler’s website.

The system should work with internal POS.



The system should work with third party external POS.

The system should function in every Kudler store through

there POS.

The system should work hand in hand with the system which is

already in place.

The system should be able to update on required dates.

The system should need verification by customers in order to

access their accounts.

The system should only allow employees and managers to make

changes.

The system should only allow employees and managers to

process changes.

Non-Mandatory Requirements

The system should protect customer information by setting up

security such as access privileges, account lockout and

individual user accounts. (System will work without this but

it is highly recommended)

The reason why there is only one in the non-mandatory

requirements because if the company wants a successful system Service Request SR-kf-013, Part 1 through 3

14


then they will need these requirements. The only one that was

put in non-mandatory is also highly recommended even though it

is not mandatory.

Future Business Process

Transitioning into the design aspect of the service request

from the manager of Kudler Fine Foods, my team and I have

researched and discussed the future business process of Kudler

Fine Foods. Additionally, we also discussed some proposed

enhancements that we believe Kudler Fine Foods will benefit from.

According to the manager, Kudler Fine Foods is interested in

developing a system to track customer purchases through a

Frequent Shopper Program to award loyalty points for redemption.

Because of this, in order to map out the future business process

of Kudler Fine Foods, we first must understand the key business

processes. What the key business processes are is “the

structured, measured set of activities designed to produce a

specific output for a particular customer or market” (Valacich,

2012, p. 141). How this translates to Kudler Fine Foods is that

when designing the information system to handle tracking customerService Request SR-kf-013, Part 1 through 3

15


purchases through a Frequent Shopper Program in order to award

loyalty points for redemption, we must know what is needed and

what is not needed for the information system to function as

intended. For this project, my team and I have already identified

that Kudler Fine Foods had a system in place to track products

and handle customer purchases, however, this system needs to be

enhanced to handle tracking of customer purchases. Additionally,

this enhanced system must also handle assigning customers an

account and loyalty points for each of their purchases. Lastly,

this enhanced system will need to be able to handle loyalty

points in a time-sensitive manner. To illustrate this future

business process, please refer to the included diagram below.

Future Business Process diagram:


Order

Supplier

Customer

Store

Inventory

Tender

Tax Table

OrderLine

Item

Points


Functional Allocation Model

The scope and goals, project feasibility, current business

process and requirements analysis for Kudler Fine Foods was

completed for the new system. There is minimal hardware needed to

upgrade or enhance the existing POS system for the Kudler Fine

Foods Frequent Shopper Program. Once each area is consideration,

the requirements will be determined based on the concluded

information. Let’s look deeply into the information gathered and

begin analyzing what the new system will do and what’s needed to

make that happen. The documents reviewed, thus far, are

department forms and procedures, reports of the existing system,

budgets and job descriptions. The function allocation model will

determine what specific functions will be completed by a person,

hardware or software, a combination of people and technology and

technology alone. We must consider whether or not a person will

want to perform each specific function, percentage for error,

fatigue, hazards, hardware or software probability and costs.

Customer information will need to be input by staff at the first

POS. Once the information of customers such as name, address,



phone number is entered, a customer ID will be generated. Staff

will then have additional information to pull up a customer’s

account. The items purchased by each customer will need to be a

combination of people and technology. The bar code labeled on

each product will be scanned by clerks at the register and

technology (computer) will connect each item purchased to the

customer. At each register, there is a credit card terminal, and

that computer system will scan and calculate the items purchased

per customer to determine what the customer is eligible for based

on details of the Frequent Shopper Program. This computer system

will also provide the option to scan the Frequent Shopper Program

card. Another important addition is for the system software to

print the customer’s current Frequent Shopper balance on each

receipt while as it updates the customer data file. The

parameters and details of the Frequent Shopper Program rewards

will determine by the Kudler staff.

Conclusion

This was the second part of the document that goes over

service request SR-kf-0013. In this part of the document it went Service Request SR-kf-013, Part 1 through 3

18


of the mandatory and non-mandatory requirements needed for the

system and if they are a functional part or non-functional. The

next part was about how the future business process will be. The

final part was on the functional allocation model and how the

system components will be built.

Service Request SR-kf-013 Part 3

Introduction

Architecture Design

In this part of the document we will be going over the

architecture design of the system Architecture design is a part

of the design phase that describes the system’s hardware,



software, and network environment. There are three main types of

architecture design Server based architecture, Client based

architecture and Client-Server architecture.

When it comes to Kudler they should use an n-tiered client

server architecture. This is a common type of architecture that

is used in today’s Web-based servers. If this architecture gets

overloaded then it is easier to fix by upgrading the server or

just add more servers too it. This will also allow the system to

be used by multiple people. The company can use it when it comes

to adding points during purchases and making sure everything is

running well. The third-party people can use it to check and

make sure the customer has enough points to get the gift that is

being offered. Finally the customer can use it to check there

points and see if they have earned any gifts through the company.

Design trade-off approach

Systems can become very expensive and choosing the correct

system needs to be based on design as well as cost and

functionality. Because of the increase in revenue, Kudler Fine

Foods is focusing on the frequent Shopper program which will



increase revenue dramatically. Customers will have a better

buying experience with this new program and it needs to be

configured correctly to be successful. Customers will become

more loyal as the points add up and the savings are present.

Having loyal customers will create more referral customers as

well, increasing business dramatically. This program will track

the food the customers purchase each and every time they go to

check out. We will have a trade off when points are earned.

Customers will use these points for other product discounts. The

hardware and software we need to purchase for this project needs

to be designed to be practical and easy to use but also contain

all of the necessary data to keep track of every aspect of this

program. The price of the program will depend on the expected

revenue generated from this new program.

Input Validation

Conclusion



References

Holmes, A. (2013). Direct Observation. Retrieved from

http://link.springer.com/referenceworkentry/10.1007%2F978-1-

4419-1698-3_1758

Mind Tools. (2014). Business Requirements Analysis. Retrieved

from http://www.mindtools.com/pages/article/newPPM_77.htm

Valacich, J., & George, J. (2012). Essentials of systems: Analysis and

design (5th ed.). Upper Saddle River, N.J.: Prentice Hall.

Dennis, A. Wixom, B. Roth, R. (2012). System Analysis and Design

(Ed.5) John Wiley and Son, Inc.


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