Automated Service Kiosk (A.S.K.)
description
Transcript of Automated Service Kiosk (A.S.K.)
2 November 20052 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 11
Automated Service KioskAutomated Service Kiosk(A.S.K.)(A.S.K.)
CS 410CS 410Fall 2005Fall 2005
Presented by:Presented by:Jared MillerJared Miller
Scott WashburnScott Washburn
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Team OrganizationTeam Organization
Janet BrunelleGeneral Manager
Mylène CoverProject Manager
Enrique PolancoResearch and Marketing
Jared MillerWeb Master
Finance
Keegan MorrisonWeb Master
Hardware Specialist
Scott WashburnSBIR Specialist
Software Specialist
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A.S.K. OverviewA.S.K. Overview
Define the ProblemDefine the Problem Supporting InformationSupporting Information Define the SolutionDefine the Solution Market IdentifiedMarket Identified Risks & ConcernsRisks & Concerns Funding & SchedulingFunding & Scheduling ConclusionConclusion
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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.
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Bad Customer Experience
Anne has an old 35 mm Camera
No one to help Fails to Greet, Speak, Listen, Inform, Thank-you
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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.
Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
Did you know…?Did you know…?
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CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]
Why do customers leave? Why do customers leave?
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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]
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Why A.S.K.?Why A.S.K.?
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]
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Problem CharacteristicsProblem Characteristics
Customers are not aware of all of their Customers are not aware of all of their optionsoptions
Customers leave when they cannot find Customers leave when they cannot find items (confusion/lack of information)items (confusion/lack of information)
Not all associates are domain expertsNot all associates are domain experts Associates difficult to find quicklyAssociates difficult to find quickly Rearranged/sale item locationRearranged/sale item location Product availabilityProduct availability
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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 consumers help for consumers with A.S.K.with A.S.K.
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Solution CharacteristicsSolution Characteristics
Product ComparisonProduct Comparison MapMap Detailed Knowledge BaseDetailed Knowledge Base Terminal PlacementTerminal Placement Sales/CouponsSales/Coupons Predictive AnalysisPredictive Analysis Friendly InterfaceFriendly Interface Feedback Feedback
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Functional Component Functional Component Diagram Diagram
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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
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ProsPros
Average of 7% return on incremental Average of 7% return on incremental sales sales
Improve customer experience Improve customer experience 24/7 service!24/7 service! 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 Increased customer satisfaction = increased salessalesKiosk Retail Kiosks [http://www.kis-kiosk.com/apps/retail-kiosk.html]
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ConsCons
Complexity of administration and Complexity of administration and maintenancemaintenance
Customer reluctance Customer reluctance Associates might feel replacedAssociates might feel replaced
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What our product What our product willwill do do
Compare productsCompare products Provide product specifications and Provide product specifications and
detailsdetails Analyze queries and hits/missesAnalyze queries and hits/misses Notify of stock availabilityNotify of stock availability Locate productsLocate products Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-Give customers an outlet for voicing in-
store experiencesstore experiences
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What our product will What our product will notnot dodo
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
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Market Defined & AnalyzedMarket Defined & Analyzed
Specialty retail stores such as:Specialty retail stores such as: Best Buy, Circuit City, CompUSA, Best Buy, Circuit City, CompUSA,
etc.etc. Office Max, Staples, etc.Office Max, Staples, etc. Beauty salon supply storesBeauty salon supply stores Military equipment storesMilitary equipment stores
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Best Buy Market AnalysisBest Buy Market Analysis
Specific target market: Best BuySpecific target market: Best Buy $469 million – 2004 Yearly Net Income$469 million – 2004 Yearly Net Income 830 stores in U.S. & Canada830 stores in U.S. & Canada 21 stores in Virginia21 stores in Virginia 109,000 employees109,000 employees
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Competition MatrixCompetition Matrix
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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
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Process FlowProcess Flow
Anne Shopping for Camera
Anne Starts A.S.K.
Help is limited due to poor service
Main Menu
Anne Compares two cameras
A.S.K. Informs Anne
Compare Locate Find Discount
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GUI ViewGUI View
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GUI View (in depth GUI View (in depth example)example)
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GUI View (in depth GUI View (in depth example)example)
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Management Methods Management Methods IssuesIssues
MeetingsMeetings CommunicationCommunication Work DistributionWork Distribution Conflict ResolutionConflict Resolution
Overall decisionsOverall decisions Balance of inputBalance of input
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Work Breakdown StructureWork Breakdown Structure
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RisksRisks
77 22 11
33 55
99 88 66
1010 44
## RiskRisk MitigationMitigation11 Database Database
availability/integrationavailability/integrationEffective interface & Effective interface & provision of alternate provision of alternate database if neededdatabase if needed
22 Real-time lookup speedReal-time lookup speed Increased bandwidth, Increased bandwidth, tuned databasetuned database
33 Complexity of Complexity of maintenancemaintenance
Increase system stabilityIncrease system stability
44 Inaccurate retrieved Inaccurate retrieved datadata
Add level of data Add level of data verificationverification
55 Server loadServer load Backup serverBackup server
66 Competition meets Competition meets needsneeds
Do it faster!Do it faster!
77 Unforeseen testing Unforeseen testing expensesexpenses
Alternate sources of Alternate sources of fundingfunding
88 Customer acceptanceCustomer acceptance Make it easy to useMake it easy to use
99 Network downtimeNetwork downtime --
1100
Power outagesPower outages --
Consequence
Like
lihoo
d
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Major Resource IssuesMajor Resource Issues
Limited financing – funding before Limited financing – funding before initial contractinitial contract
Existing manufacturers meeting Existing manufacturers meeting our production needsour production needs
Adhering to the scheduleAdhering to the schedule Acquiring necessary staff and Acquiring necessary staff and
expertsexperts
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Monetary FeasibilityMonetary FeasibilityCost per UnitCost per Unit
Terminals (5)Terminals (5)
ServerServer
SoftwareSoftwareNetworking Networking ComponentsComponents
Cost: $75,000
+ $2,000 per additional terminal
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Customer-Operated Kiosk Customer-Operated Kiosk Market DataMarket Data
JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
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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.
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A.S.K. will greet Anne positivelyA.S.K. will greet Anne positively Anne wants a positive connectionAnne wants a positive connection A.S.K. will record Anne’s needs, A.S.K. will record Anne’s needs,
wants or problemswants or problems Inform AnneInform Anne Invite Anne back with incentivesInvite Anne back with incentives
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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
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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 Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
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Backup 2: Backup 2: Estimated Cost Per UnitEstimated Cost Per Unit
Dell.com [http://www.dell.com] Tigerdirect.com[http://www.tigerdirect.com/applications/category/category_slc.asp?CatId=1449]
Cisco [http://www.cisco.com]
PricePrice
Network Switch (up to 24 ports)Network Switch (up to 24 ports) $550.00$550.00
Thin Client & Touch Screen Monitor (x5)Thin Client & Touch Screen Monitor (x5) $7,495.00$7,495.00
Server (x2)Server (x2) $10,000.00$10,000.00
Network Integration MaterialsNetwork Integration Materials $500.00$500.00
Unit Housing (x5)Unit Housing (x5) $1000.00$1000.00
Database License (MySQL)Database License (MySQL) Free!Free!
OverheadOverhead $60.00$60.00
Total CostTotal Cost $19,605.00$19,605.00
Added cost per additional thin client & touch screen Added cost per additional thin client & touch screen monitor (each)monitor (each)
$1,699.00$1,699.00
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Backup 3: Backup 3: Monetary FeasibilityMonetary Feasibility
## Man Man MonthMonthss
SalarySalary
Project ManagerProject Manager 11 1010 $67,206.00$67,206.00
Marketing AnalystMarketing Analyst 11 1010 $28,000.00$28,000.00
Software EngineerSoftware Engineer 22 2020 $85,218.00$85,218.00
Hardware EngineerHardware Engineer 11 44 $15,629.00$15,629.00
Testing EngineerTesting Engineer 22 33 $21,304.00$21,304.00
Technical WriterTechnical Writer 11 11 $3,386.00$3,386.00
Legal Assistant/LawyerLegal Assistant/Lawyer 11 22 $12,647.00$12,647.00
Administrative StaffAdministrative Staff 22 1010 $24,109.00$24,109.00
Total Development CostTotal Development Cost $388,130.00$388,130.00
Salary.com Average National Salaries [http://www.salary.com/]
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Backup 4: Backup 4: Kiosk AcceptanceKiosk Acceptance
JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
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Backup 5:Backup 5:Competition MatrixCompetition Matrix
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Backup 6:Backup 6:ScopeScope
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Backup 7:Backup 7: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.”
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Backup 8:Backup 8:Time FeasibilityTime Feasibility
20052005 20062006
SepSep..
Oct.Oct. Nov.Nov. Dec.Dec. Jan.Jan. Feb.Feb. Mar.Mar. AprApr..
MayMay
Concept Concept DevelopmentDevelopment
2 months2 months
Research & Research & DevelopmentDevelopment
6 months6 months
ConstructionConstruction 4 months4 months
TestingTesting 3 months3 months
ImplementatioImplementationn
2 months2 months