Service Request SR-kf-013, Part 1 through 31
Service Request SR-kf-013, Part 1 through 3
Michael Wolper, Tina Brunner, Kenzie Mitchell, Tosha Edwards
Assignment 4
BSA/375
November 23 , 2014
Myrna Bravo
Service Request SR-kf-013, Part 1 through 31
Service Request SR-kf-013, Part 1 through 32
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
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Service Request SR-kf-013, Part 1 through 33
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
Service Request SR-kf-013, Part 1 through 33
Service Request SR-kf-013, Part 1 through 34
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
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Service Request SR-kf-013, Part 1 through 35
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
Service Request SR-kf-013, Part 1 through 35
Service Request SR-kf-013, Part 1 through 36
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.
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Service Request SR-kf-013, Part 1 through 37
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
Service Request SR-kf-013, Part 1 through 37
Service Request SR-kf-013, Part 1 through 38
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.
Service Request SR-kf-013, Part 1 through 38
Service Request SR-kf-013, Part 1 through 39
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
Service Request SR-kf-013, Part 1 through 39
Service Request SR-kf-013, Part 1 through 310
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.
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Service Request SR-kf-013, Part 1 through 311
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.
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Service Request SR-kf-013, Part 1 through 312
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.
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Service Request SR-kf-013, Part 1 through 313
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.
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Service Request SR-kf-013, Part 1 through 314
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
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Service Request SR-kf-013, Part 1 through 315
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
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Service Request SR-kf-013, Part 1 through 316
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:
Service Request SR-kf-013, Part 1 through 316
Order
Supplier
Customer
Store
Inventory
Tender
Tax Table
OrderLine
Item
Points
Service Request SR-kf-013, Part 1 through 317
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,
Service Request SR-kf-013, Part 1 through 317
Service Request SR-kf-013, Part 1 through 318
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
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Service Request SR-kf-013, Part 1 through 319
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,
Service Request SR-kf-013, Part 1 through 319
Service Request SR-kf-013, Part 1 through 320
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
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Service Request SR-kf-013, Part 1 through 321
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
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Service Request SR-kf-013, Part 1 through 323
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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