StarBucks SelfHelp System

(SSH)

IS 663Spring 2014

Presented By:

Team Introduction

Team - Synergy

• Prerna Bhagat• James Gentile• Qian Lu• Tejas Agarwal• Kiran Pradhan• Karthik Madhihallidakshinamurthy

Site Scenario

Starbucks : Introduction & Problem Statement

Currently STARBUCKS is facing several problems which are limiting its growth and customer retention ratio.…

-- Increasing competition

-- Slow customer service

-- Less customer menu selection options

-- Unsatisfied customers

-- Employees overloaded with work

Being a market leader in café chain it has to provide quick and quality services and achieve higher customer satisfaction.

STARBUCKS self-order kiosks is a web-application station at STARBUCKS café that provides quick and reliable solution for quick-service at STARBUCKS for customers that are faced with increasing slow customer service, less menu selection option, long waiting queue. It allows STARBUCKS to increase the average check amount, sell faster, less expensively and improve customer satisfaction at a low cost.

Market Research Study Results

Kiosk is now used almost in every industry specially food industry. Foodgiants like Backyard Burgers, Dunkin Donuts, Subways, Schlotzsky’s Deli andmany more had implemented Kiosk for better service to their customers.

They offer faster service, a more detailed list of options, an opportunity forbetter customization, and all without ever having to speak to someone.While the kiosks provide quick and easy service for the customer, they alsoprovide a better tool for advertising/ showcasing deals and specials withoutbeing a hindrance. This is due to the system being able to up-sell items in aquick and easy fashion.

Competitive Landscape

Features

Starbucks

SelfHelp

System

Quick Check

- Subway

Dunkin

Donuts

Backyard

Burgers

Easy-to-Use Touch Screen

applicationYes Yes Yes Yes

In-house custom design puts

your brand into the menuYes Yes Yes No

Complete menu support (i.e.

heavy/light, value meals, day

parts, etc.)

Yes No Yes No

Credit card processing Yes No No No

Integrated reporting Yes Yes Yes Yes

Remote administration Yes No No No

Item and menu builders Yes Yes Yes NoMultiple Point of Sale (POS)

InterfacesYes No No No

SSH : Our Solution for Starbucks

A Kiosk with Starbucks SelfHelp System installed will allow customers to choose their order from the menu listed on screen instead of waiting in a long queue.The Benefits of this system would be:

Customer does not need to stand in long queue for order placement.

Wide range of cafe menu option on one click

Easy payment system

No need to stand in a queue to collect order

Staff can concentrate more on quality of the product that need to be delivered

High level of Customer satisfaction

The system allows STARBUCKS to increase the average check amount, sell faster, less expensively and improve customer satisfaction at a low cost.

Key Features of SSHKey Business Features •End-users want to use software that is user-friendly and tailored to their needs. •Quick and responsive touch screen•Language Selection Option•Menu Builder•Menu Display•Order Selection•Pay at kiosk with all major cards or cash•Token Generation•Estimated Wait Time Display•Administration and Report Generation

Key Enabling Features•A list of the administrative features necessary to keep the system up.•Easy to use and monitor system on the•Ability to modify shortages of products on the back-end•A simple screen showcasing orders from customers for employees to use and mark orders as done.

SSH : System Overview

A Use Case Walk-through

Create Order - CHARACTERISTIC INFORMATION

• Goal in Context: The customer wishes to add items to the cart to place an order.

• Scope: Starbucks SelfHelp System

• Level: Primary

• Primary Actor: Customer Channel to primary actor: interactive

• Supporting Actors: NoneChannel to Secondary Actors: None

• Success End Condition:Selected order is added to the cart.

• Failed End Condition: An error message is displayed.

• Priority: Critical

• Performance Target: 5 min

Create Order:Sunny Day Scenario

Customer searches for items.

The menu is displayed on the screen.

Customer selects his or her desired item and adds it to the cart.

SUCCESS !!!

Data Flow Diagram- Level 0

Data Flow Diagram- Level 1

Extra-functional Requirements

AvailabilityThis system shall be available run 24/7. The following will be put in place

• The database server shall be up and running 24/7

• A reliable back-up server shall be put in place where all the data shall be backed-up to periodically, in case the database server in use goes out of service.

• Down time for routine maintenance, repair or release shall be for a maximum of10 minutes and upgrades will only be deployed at times when the serverexperiences the least possible traffic.

UsabilityThe application’s UI shall be simple, interactive and intuitive.

MaintainabilityAfter the first phase of this application is deployed, it may go through variousother stages of refinement and adjustment in its requirements as the businessenvironment changes.

Future Enhancements

The success of single café will be applied toSTARBUCKS chain of café which can have customizedmenu selection option as per the taste of people inthe region, cash/credit card payment option at thetime of placing order, discount coupons on purchase.

Application Versions for handheld devices willbe developed. People will access the SSHapplication of that café on their mobile andorder from their tables.

Project Management

Process Model Used : Scrum

Why Scrum???Improved stakeholder satisfactionStakeholders have greater involvement and influence in theproduct development and therefore have more affinity to the project.

Managing risk and change effectivelyBy using small steps and quick feedback (tests, customers) errors from misunderstandings are quickly addressed.Focusing on the most valuable and most risky aspect of the project up front reduce the cost of failure and therefore give a greater understanding of risk in the project.

Improved qualityDefects are discovered and tackled early by including testing aspects and only software needed by the customer is developed

Roles in the Self Organized Team

Product owners : Prerna & Tejas•Communicate between the customers and the rest of the team.•Provide the team with the Software Product Backlog and constantly updating it as is necessary.•Prioritize the work to be done on the items on the product backlog to ensure that the team delivers value to the customer in good time.

Developers (Team members) : Karthik, Kiran & James•Responsible for implementing the features as listed in the product backlog in the right priority.•Define the tasks and estimated the effort in the project

Scrum master : Qian•Keeps the Starbucks SelfHelp System team on track.•Ensures that the team experiences minimal distractions from the product owner. •Divides the work in the product backlogs among the team members and ensures each team members delivers on their part of the project.

Learnt a very useful process model – SCRUM

Organizing the team and performing the roles of product owner and scrum master was interesting

Learnt the qualities for being a good team player

Using MS Visio for drawing Use Case Diagram and DFD was a good learning experience.

Doing the project in stages was interesting. Never felt overloaded and lost .

More face-to-face meetings is beneficial.

http://sshstar.garodia.in/