16 November 2005CS 410 Red Group - A.S.K.1 Automated Service Kiosk Milestones CS 410 Fall 2005...

16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 11

Automated Automated Service KioskService Kiosk

MilestonesMilestonesCS 410CS 410

Fall 2005Fall 2005

Presented by:Presented by:Mylène CoverMylène Cover

16 November 200516 November 2005


Team OrganizationTeam Organization

Janet BrunelleGeneral Manager

Mylène CoverProject Manager

Enrique PolancoResearch and Marketing

Jared MillerFinance

Web Master

Keegan MorrisonHardware Specialist

Web Master

Scott WashburnSBIR Specialist

Software Specialist


OutlineOutline

Problem & SolutionProblem & Solution PhasesPhases

Milestones & DeliverablesMilestones & Deliverables BudgetBudget Management StructureManagement Structure StaffingStaffing

Design PlansDesign Plans Required Hard ResourcesRequired Hard Resources


Societal Problem DefinedSocietal Problem Defined

Poor customer service is a Poor customer service is a cause for low customer cause for low customer

retention.retention.


Shopping Experience


Poor customer service is on Poor customer service is on the top ten list of reasons the top ten list of reasons

why businesses fail.why businesses fail.- - Center for EntrepreneurshipCenter for Entrepreneurship

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]

Did you know…?Did you know…?


CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]

Why do customers leave? Why do customers leave?


Customer FactsCustomer Facts

After a particularly bad experience with a service provider/customer service representative, these

customers:

85

75

4

0 20 40 60 80 100

Take businesselsewhere

Complain to familyand friends

Give feedback

Customer Percentage

ITESGrads [http://www.bpoindia.org/research/customer-retention.shtml]

2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]


Problem CharacteristicsProblem Characteristics

Customers unaware of all of their optionsCustomers unaware of all of their options Customers leave when they cannot find Customers leave when they cannot find

items items Rearranged/sale item locationRearranged/sale item location ConfusionConfusion Lack of informationLack of information

Not all associates are domain expertsNot all associates are domain experts Associates difficult to find quicklyAssociates difficult to find quickly Product availabilityProduct availability


Keep your customers!Keep your customers!

Repeat customers spend 33% Repeat customers spend 33% more than new customersmore than new customers

It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customerexisting customer

Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customersthan new customers

Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to adsmouth as opposed to ads

Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]

Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]


Proposed Solution Proposed Solution Defined/GoalDefined/Goal

Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will

serve as an serve as an alternative source alternative source of knowledge and of knowledge and

help for help for consumers.consumers.


Solution CharacteristicsSolution Characteristics

Display all available items at specific storeDisplay all available items at specific store Notify of stock availabilityNotify of stock availability

Produce a map of inventory general locationProduce a map of inventory general location Compare productsCompare products Explain key terms/in depth or quick overview of product Explain key terms/in depth or quick overview of product

descriptiondescription Analyze queries and hits/missesAnalyze queries and hits/misses Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-store experiencesGive customers an outlet for voicing in-store experiences


A.S.K. System A.S.K. System


Technical ComponentsTechnical Components

Touch screen monitor Touch screen monitor

ASK softwareASK software Thin clientsThin clients Inventory database interfaceInventory database interface Internal databaseInternal database

Network connectionNetwork connection

ServerServer


ScopeScope


A.S.K. Database OverviewA.S.K. Database Overview

Store InventoryDatabase

ASK MySQLDatabase

ASK KIOSK

Predictive Analysis Database

Inventory Database

Product NameUPC Code

SpecificationsPrice

AvailabilityLocationCoupons

ASK Database Integration

Software

ASK Interface Software


A.S.K. will not…A.S.K. will not…

Replace associatesReplace associates Collect personal information from Collect personal information from

the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory

updatesupdates


Project ObjectivesProject Objectives

Design a friendly customer Design a friendly customer interfaceinterface

Produce interface with inventory Produce interface with inventory databasedatabase

Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses

Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons


ProsPros

15% to 20% average increase in sales15% to 20% average increase in sales Improve customer experience Improve customer experience

Help is there when neededHelp is there when needed Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification

Better inform customers of products Better inform customers of products availableavailable

Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!

Increased customer satisfaction = increased salesIncreased customer satisfaction = increased salesKiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]

Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]


ConsCons

Complexity of administration and Complexity of administration and maintenancemaintenance

Customer reluctance Customer reluctance Associates might feel replacedAssociates might feel replaced


Ideal CustomerIdeal Customer

Store that:Store that: Is highly profitableIs highly profitable Products available:Products available:

High-end productsHigh-end productsProducts that require explanations/help Products that require explanations/help

during purchaseduring purchase Has a large customer baseHas a large customer base Has a problem with customer serviceHas a problem with customer service


Market Share ComparisonMarket Share Comparison

050

100150200250300350400450500

2004 Yearly Income (in Millions)

Best BuyCircuit CityOffice Max

70.9

469

173


Best Buy Customer ServiceBest Buy Customer Service

Rating on resellerrating.com:Rating on resellerrating.com: 2.04/102.04/10

Customer Testimonials:Customer Testimonials: ““Their customer service policy is Their customer service policy is

a joke.a joke. “ “ ““The management treated me as The management treated me as

if I was a common criminal and if I was a common criminal and made me pay a 15% restock fee made me pay a 15% restock fee even though I was exchanging even though I was exchanging an item for something else. I an item for something else. I returned every thing I purchased returned every thing I purchased with the order and canceled my with the order and canceled my best buy credit card.best buy credit card. ” ”

Reseller Rating [http://www.resellerratings.com/seller1823.html]


Marketing PlanMarketing Plan

Primary Target MarketPrimary Target Market BestBuyBestBuy

Why Best Buy?Why Best Buy? Many storesMany stores

21 in Virginia21 in Virginia 830 US & Canada830 US & Canada

109,000 employees109,000 employees $469 million – 2004 Yearly Income$469 million – 2004 Yearly Income Poor customer servicePoor customer service


Marketing PlanMarketing Plan

Best Buy’s Vision Statement:Best Buy’s Vision Statement:““Best Buy meets its customers at Best Buy meets its customers at

the intersection of technology the intersection of technology and life.”and life.”

Best Buy’s Mission Best Buy’s Mission Statement:Statement:““We improve people’s lives by We improve people’s lives by

making technology and making technology and entertainment products entertainment products affordable and easy to use.”affordable and easy to use.”


Kiosk Sales IncreaseKiosk Sales Increase

Average of 15% - 20% increase in sales from Average of 15% - 20% increase in sales from customer-operated kioskscustomer-operated kiosks

0

20

40

60

80

100

15% 20%

Best Buy

Projected Increase in Sales (In Millions)

93.80

70.04


Best Buy ROIBest Buy ROI

Best Buy Projected Increase in Sales from A.S.K.

0

20

40

60

80

100

1 2 3 4 5

Years

Sal

es (

in m

illi

on

s)


Competition MatrixCompetition Matrix


Customer-Operated Kiosk Customer-Operated Kiosk Market DataMarket Data

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Process FlowProcess Flow

Customer Shopping for Camera

Customer Approaches A.S.K.

Help is limited due to poor service

Main Menu

Customer Compares two cameras

A.S.K. Informs Customer

Compare Locate Find Discount


GUI ViewGUI View


GUI View GUI View Product SpecificationsProduct Specifications


GUI View GUI View Product ComparisonProduct Comparison


Estimated Hardware Estimated Hardware Cost Per UnitCost Per Unit

Dell.com [http://www.dell.com]

3Com [http://www.3com.com/]

PricePrice

3 Com Network Switch (up to 24 ports)3 Com Network Switch (up to 24 ports) $550.00$550.00

Dell Precision 380n & Dell E153FPT Touch Screen Monitor Dell Precision 380n & Dell E153FPT Touch Screen Monitor (x5)(x5)

$6,240.00$6,240.00

Dell Xeon Server (x2)Dell Xeon Server (x2) $10,000.00$10,000.00

Network Integration MaterialsNetwork Integration Materials $500.00$500.00

InstallationInstallation $1000.00$1000.00

Database License (MySQL)Database License (MySQL) Free!Free!

Testing & BuildingTesting & Building $1,829.00$1,829.00

Total CostTotal Cost $20,119.00$20,119.00

Added cost per additional thin client & touch screen Added cost per additional thin client & touch screen monitor (each)monitor (each)

$1,248.00$1,248.00


Monetary FeasibilityMonetary FeasibilityCost per Unit to CustomerCost per Unit to Customer

Terminals (5)Terminals (5)

ServerServer

SoftwareSoftwareNetworking Networking ComponentsComponents

Cost: $50,000

+ $1,500 per additional terminal


Phase 0: Conception Phase 0: Conception ODU Semester 1 (CS 410)ODU Semester 1 (CS 410)

ID Task Name Start Finish DurationQ1 06Q3 05

DecAug Feb

1 110d12/16/20058/29/20050.0 A.S.K. Conception

2 4d9/1/20058/29/2005 0.1 Develop Project Team

3 11d9/25/20059/15/2005 0.2 Define Project

4 40d10/27/20059/18/2005 0.3 Planning

5 67d11/20/20059/15/2005 0.4 Initial Research

6 9d11/2/200510/25/2005 0.5 Feasibility Presentation

7 52d11/2/20059/12/2005 0.6 Plan Phases

8 11d11/20/200511/10/2005 0.7 Documentation

9 1d11/16/200511/16/2005 0.8 Milestone Presentation

10 69d12/1/20059/24/2005 0.9 Approval Presentation

11 1d12/12/200512/12/2005 0.10 SBIR

Jan

Q4 05

OctSep Nov



DeliverablesDeliverables Feasibility PresentationFeasibility Presentation Milestone PresentationMilestone Presentation Final PresentationFinal Presentation SBIR Grant ProposalSBIR Grant Proposal Project WebsiteProject Website



Management StructureManagement StructureJanet Brunelle

General Manager


Enrique PolancoResearch and Marketing

Jared MillerHardware Specialist

Finance

Keegan MorrisonWeb Master

Scott WashburnSBIR Specialist

Software Specialist

Dr. Larry FilerODU Business Department

Marketing Expert

Professor Dennis RayCS DepartmentOld Dominion

University


Phase 1: Proof of Phase 1: Proof of Concept Concept

ODU Semester 2 (CS ODU Semester 2 (CS 411)411)


MayAprJan


3 9d 4h1/12/200612/30/2005 1.2 Planning

4 34d 4h2/28/20061/11/2006 1.3 Requirements

5 25d4/4/20063/1/2006 1.4 Set Up

6 8d3/31/20063/22/2006 1.5 Design

7 15d4/21/20064/3/2006 1.6 Developement

8 4d 4h4/28/20064/24/2006 1.7 Testing

9 3d 4h5/4/20065/1/2006 1.8 Implementation

10 5d5/12/20065/8/2006 1.9 SBIR Phase 2

Q1 06

FebDec Mar

1 109d5/12/200612/13/20051.0 Phase 1

Jun Jul


Phase 1: Proof of Concept Phase 1: Proof of Concept ODU Semester 2 (CS 411)ODU Semester 2 (CS 411)

DeliverablesDeliverables Assemble TeamAssemble Team PapersPapers

Creative Writing PaperCreative Writing Paper Descriptive Writing PaperDescriptive Writing Paper Technical Supports PaperTechnical Supports Paper Budget White PaperBudget White Paper User ManualUser Manual

Prototype DesignPrototype Design Market ResearchMarket Research Project WebsiteProject Website Lab PrototypeLab Prototype SBIR Proposal (Phase II)SBIR Proposal (Phase II)


Phase 1: Proof of Concept Phase 1: Proof of Concept ODU Semester 2 (CS 411)ODU Semester 2 (CS 411)


General Manager 1


Enrique PolancoSoftware Engineer

Research & Marketing

Jared MillerGUI Programmer

Hardware/Finance Specialist

Keegan MorrisonSoftware Engineer

Web Master

Scott WashburnDatabase Specialist

Software/SBIR Specialist

Senior Software Engineer


Phase 1: Proof of ConceptPhase 1: Proof of ConceptODU Semester 2 (CS 411) ODU Semester 2 (CS 411)

Budget: Project Staffing RequirementsBudget: Project Staffing RequirementsTitleTitle NeedeNeede

ddYearly Yearly SalarySalary

Employment Employment DurationDuration

Cost of Cost of EmploymentEmployment

Software EngineerSoftware Engineer 22 $50,162$50,162 45 days45 days $12,369$12,369

Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 30 days30 days $6,044$6,044

Database Database Analyst/SpecialistAnalyst/Specialist

11 $95,940$95,940 20 days20 days $5,257$5,257

GUI ProgrammerGUI Programmer 11 $56,743$56,743 20 days20 days $3,109$3,109

Project ManagerProject Manager 11 $84,546$84,546 85 days 85 days $19,689$19,689

Overhead – 40%Overhead – 40% $18,587$18,587

Total CostTotal Cost $65,055$65,055

Salary.com [http://www.salary.com]


Phase 1: Proof of ConceptPhase 1: Proof of ConceptODU Semester 2 (CS 411)ODU Semester 2 (CS 411)

ItemItem UnitsUnits PricePrice

Terminal Operating System (*nix)Terminal Operating System (*nix) 11 FreeFree

Gcc CompilerGcc Compiler 11 FreeFree

Mock MySQL DatabaseMock MySQL Database 11 FreeFree

Mock A.S.K. ServerMock A.S.K. Server 11 $5,000$5,000

Mock Inventory Database ServerMock Inventory Database Server 11 $5,000$5,000

Employee Workstations (ODU provided)Employee Workstations (ODU provided) 55 $7,423$7,423

Network, Networking Materials (ODU provided)Network, Networking Materials (ODU provided) 11 FreeFree

Prototype TerminalPrototype Terminal 11 $1,248$1,248

Prototype HousingPrototype Housing 11 $200$200


Budget: Required Hard ResourcesBudget: Required Hard Resources


Phase 2: Critical DesignPhase 2: Critical Design

ID Task Name Start Finish DurationQ1 07 Q2 08Q3 07Q3 06 Q4 06 Q2 07 Q1 08Q4 07Q2 06

Oct Dec MaySepAugJul Oct FebJun JanNovJulJun MarAug Apr AprJanSep Dec MarMay May NovFeb

2 14d5/24/20065/5/20062.1 Develop Project Team

3 14d6/9/20065/23/20062.2 Planning

4 25d7/21/20066/19/20062.3 Requirements

5 45d10/5/20068/4/20062.4 Set Up

6 71d6/25/20073/19/20072.5 Design

7 67d9/25/20076/25/20072.6 Developement

8 20d1/22/200812/26/20072.7 Testing

9 38d4/9/20082/18/20082.8 User Documentation

10 3d4/11/20084/9/20082.9 Implementation

11 2d5/2/20085/1/20082.10 Prototype Developed

1 521d5/2/20085/5/20062.0 ASK Phase 2



DeliverablesDeliverables Product Design SpecificationsProduct Design Specifications Management PlanManagement Plan

Personnel PlanPersonnel Plan Testing & Evaluation PlanTesting & Evaluation Plan Working Product ModelWorking Product Model

Software Software Integration of HardwareIntegration of Hardware

Marketing Plan ContractMarketing Plan Contract




General Manager






Senior SoftwareEngineer

Technical Writer X 2Quality Assurance

ManagerSoftware Engineer X 2

Marketing Manager

GUI Programmer







Software EngineerSoftware Engineer 44 $50,162$50,162 90 days90 days $49,475$49,475

Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 110 days110 days $22,160$22,160


11 $95,940$95,940 75 days75 days $19,714$19,714

GUI ProgrammerGUI Programmer 22 $56,743$56,743 40 days40 days $12,437$12,437

Project ManagerProject Manager 11 $84,546$84,546 240 days240 days $55,592$55,592

Technical WriterTechnical Writer 22 $39,846$39,846 30 days30 days $6,550$6,550

Quality Assurance Quality Assurance ManagerManager

11 $87,423$87,423 110 days110 days $26,347$26,347

Marketing Manager Marketing Manager 11 $74,498$74,498 150 days150 days $30,616$30,616






ItemItem UnitsUnits PricePrice

Terminal Operating System (*nix)Terminal Operating System (*nix) 55 FreeFree

GCC CompilerGCC Compiler 11 FreeFree

MySQL DatabaseMySQL Database 11 FreeFree

Network SwitchNetwork Switch 11 $550$550

Network Integration MaterialsNetwork Integration Materials 11 $1,000$1,000

A.S.K. TerminalA.S.K. Terminal 55 $6,240$6,240

A.S.K. ServerA.S.K. Server 22 $10,000$10,000

Employee WorkstationsEmployee Workstations 55 $7,423$7,423

HousingHousing 55 $1,000$1,000


Store inventory database server (only if needed)Store inventory database server (only if needed) 11 $5,000$5,000

Store inventory database (oracle, only if needed)Store inventory database (oracle, only if needed) 11 $40,000$40,000

Total with optional database & database serverTotal with optional database & database server $71, 213$71, 213

Budget: Required Hard ResourcesBudget: Required Hard Resources


Phase 3: Production Out Phase 3: Production Out YearsYears


SepMay Nov

1 611d1/5/20105/5/20083. 0 ASK Phase 3


3 594d12/22/20095/8/2008 3.2 Prepare Production

4 254d1/16/20095/8/2008 3.2.1 Manufacture

5 89d8/10/20095/14/2009 3.2.2 Warehouse

6 186d12/12/20096/10/2009 3.2.3 Marketing

7 101d12/13/20099/4/2009 3.2.4 Website

8 91d12/31/200910/2/2009 3.2.4.1 Website Front End

Apr Oct

Q3 08

JulJun Aug

Q1 09

Dec Jan Feb

Q2 09 Q3 09

Mar Apr May Jun Jul Aug Sep

Q4 09

Oct Nov

Q1 10

Dec Jan Feb



DeliverablesDeliverables MaintenanceMaintenance Customer ServiceCustomer Service Patches/UpdatesPatches/Updates Newer VersionsNewer Versions




General Manager






Senior SoftwareEngineer

Technical WriterQuality Assurance

ManagerMarketing Manager







Software EngineerSoftware Engineer 22 $50,162$50,162 AnnualAnnual $100,324$100,324

Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 AnnualAnnual $73,533$73,533


11 $95,940$95,940 AnnualAnnual $95,940$95,940

GUI ProgrammerGUI Programmer 11 $56,743$56,743 AnnualAnnual $56,743$56,743

Project ManagerProject Manager 11 $84,546$84,546 AnnualAnnual $84,546$84,546

Technical WriterTechnical Writer 11 $39,846$39,846 AnnualAnnual $39,846$39,846

Quality Assurance Quality Assurance ManagerManager

11 $87,423$87,423 AnnualAnnual $87,423$87,423

Marketing Manager Marketing Manager 11 $74,498$74,498 AnnualAnnual $74,498$74,498






Budget: Required Hard ResourcesBudget: Required Hard Resources Maintenance/ServiceMaintenance/Service

OutsourcedOutsourced Sub-contractedSub-contracted

Workstations for developers Workstations for developers (patches/updates/new versions)(patches/updates/new versions) Re-used from prior phasesRe-used from prior phases


Milestones RecapMilestones Recap

ID Task Name Start Finish Duration2009 20102006 2007 20082005

Q3 Q4Q2 Q1Q3Q3 Q4 Q1Q2 Q2Q3Q1Q4 Q4 Q1 Q2Q1 Q4

1 80d12/16/20058/29/2005Phase 0

2 109d5/12/200612/13/2005Phase 1

3 521d5/2/20085/5/2006Phase 2

4 437d1/5/20105/5/2008Phase 3

Q2


Budget Budget RecapRecap

CostCost

Phase 1 ResourcesPhase 1 Resources $19,171$19,171

Phase 1 StaffingPhase 1 Staffing $65,055$65,055Phase 2 ResourcesPhase 2 Resources $26,213$26,213Phase 2 StaffingPhase 2 Staffing $312,047$312,047Phase 3 StaffingPhase 3 Staffing $831,522$831,522Total Development Total Development CostCost

$1,254,008$1,254,008


A.S.K. Break-Even AnalysisA.S.K. Break-Even Analysis

Break-Even AnalysisBreak-Even Analysis

Cost per UnitCost per Unit $20,119$20,119

Price per UnitPrice per Unit $50,000$50,000

Profit per UnitProfit per Unit $29,881$29,881

Units needed for Break-EvenUnits needed for Break-Even 4242

Units sold (weekly)Units sold (weekly) 22

Break-Even TimeBreak-Even Time 2121


Funding PlanFunding Plan

SBIR Funding Agency: Department of CommerceSBIR Funding Agency: Department of Commerce CIT AssistanceCIT Assistance

SBIR Funding Agency: Department of CommerceSBIR Funding Agency: Department of Commerce Phase 1: $100,000 Phase 2: $750,000

STTRSTTR Phase 1: $30,000 Phase 2: $500,000

Small Business Loan (Phase 3)Small Business Loan (Phase 3) Preliminary Contract from Best Buy / Other Preliminary Contract from Best Buy / Other

CustomerCustomer


Management PlanManagement Plan


RisksRisks

44 22 11

55 33

99 88 66

1010 77

Consequence

Like

lihoo

d

## RiskRisk11 Database Database

availability/integrationavailability/integration

22 Real-time lookup speedReal-time lookup speed

33 Server loadServer load

44 Unforeseen testing expensesUnforeseen testing expenses

55 Complexity of maintenanceComplexity of maintenance

66 Competition meets needsCompetition meets needs

77 Inaccurate retrieved dataInaccurate retrieved data

88 Customer acceptanceCustomer acceptance

99 Network downtimeNetwork downtime

1010 Power outagesPower outages


Risk Management PlanRisk Management Plan

1.1. Major Risk:Major Risk: Database availability/integrationDatabase availability/integration• Mitigation:Mitigation: Effective interface & provision of Effective interface & provision of

alternate database if neededalternate database if needed

2.2. Major Risk:Major Risk: Real-time lookup speedReal-time lookup speed• Mitigation:Mitigation: Increased bandwidth, tuned databaseIncreased bandwidth, tuned database

3.3. Major Risk:Major Risk: Server loadServer load• Mitigation:Mitigation: Backup serverBackup server


Evaluation PlanEvaluation Plan

Design ReviewsDesign Reviews All plans evaluated and updated during each sub phase All plans evaluated and updated during each sub phase

and at the end of each of the production phases.and at the end of each of the production phases. Past review used in initiation phase review to correct Past review used in initiation phase review to correct

mistakesmistakes Quality ReviewsQuality Reviews

Evaluate manner in which tasks are completed by team Evaluate manner in which tasks are completed by team membersmembers

Evaluate deliverables at every stageEvaluate deliverables at every stage Ensure documentation is being createdEnsure documentation is being created

TestingTesting Testing at every phaseTesting at every phase Testing of integration phasesTesting of integration phases Testing of overall productTesting of overall product

Customer Satisfaction EvaluationCustomer Satisfaction Evaluation


Evaluation PlanEvaluation PlanPhase 1 OnlyPhase 1 Only

Improved customer satisfaction will be the Improved customer satisfaction will be the measure of successmeasure of success

Software TestingSoftware Testing Software team will use CMMISoftware team will use CMMI

Usability testing Usability testing Performed by team whenever new features are Performed by team whenever new features are

implementedimplemented In-store trials and pollsIn-store trials and polls

75% of those polled must react positively to the product75% of those polled must react positively to the product Analysis of usage could evince problemsAnalysis of usage could evince problems Performed after product passes in-house testingPerformed after product passes in-house testing

Testing RisksTesting Risks The in-store trials and polls could agitate customersThe in-store trials and polls could agitate customers

Participation should clearly be optionalParticipation should clearly be optional


Forum/Expert FeedbackForum/Expert Feedback

Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if a A.S.K. was would go to a store if a A.S.K. was availableavailable

Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.


Happy Shopper = Profit for StoreHappy Shopper = Profit for Store


ConclusionConclusion

Poor customer service is a Poor customer service is a problemproblem

A.S.K. will:A.S.K. will: Improve customer’s in-store Improve customer’s in-store

experience experience Help the store better meet customer Help the store better meet customer

needsneeds


Backup 1: Backup 1: Reasons Businesses FailReasons Businesses Fail

10. Over-expansion. The need to get there first or to demonstrate revenue growth to anxious investors leads businesses to grow too fast.9. Poor Capital Structure. Companies take on too much debt… Enough said!8. Failure to Control the Controllable Costs. Businesses spend down the initial cash before it is flowing in at a positive rate.7. Failure to Prepare for Volatility of Uncontrollable Costs. For example, energy, materials, labor, or insurance.6. Add New Products or Divisions that Drag Down the Profitable Ones5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…

Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]


Backup 2: Backup 2: Kiosk AcceptanceKiosk Acceptance

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Backup 3:Backup 3:Competition Matrix Competition Matrix

Available to AssociatesAvailable to Associates


Backup 4:Backup 4:Forum ResultsForum Results

Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES

Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever

with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the

store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”

16 November 2005CS 410 Red Group - A.S.K.1 Automated Service Kiosk Milestones CS 410 Fall 2005...

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