1 / 44

Automated Service Kiosk (A.S.K.)

Automated Service Kiosk (A.S.K.). CS 410 Fall 2005 Presented by: Jared Miller Scott Washburn 2 November 2005. Team Organization. Janet Brunelle General Manager. Mylène Cover Project Manager. Enrique Polanco Research and Marketing. Keegan Morrison Web Master Hardware Specialist.

lonna
Download Presentation

Automated Service Kiosk (A.S.K.)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Automated Service Kiosk(A.S.K.) CS 410 Fall 2005 Presented by: Jared Miller Scott Washburn 2 November 2005 CS 410 Red Group - A.S.K.

  2. Team Organization Janet Brunelle General Manager Mylène Cover Project Manager Enrique Polanco Research and Marketing Keegan Morrison Web Master Hardware Specialist Scott Washburn SBIR Specialist Software Specialist Jared Miller Web Master Finance CS 410 Red Group - A.S.K.

  3. A.S.K. Overview • Define the Problem • Supporting Information • Define the Solution • Market Identified • Risks & Concerns • Funding & Scheduling • Conclusion CS 410 Red Group - A.S.K.

  4. Societal Problem Defined Poor customer service is a cause for low customer retention. CS 410 Red Group - A.S.K.

  5. Bad Customer Experience • Anne has an old 35 mm Camera • No one to help • Fails to Greet, Speak, Listen, Inform, Thank-you CS 410 Red Group - A.S.K.

  6. Did you know…? Poor customer service is on the top ten list of reasons why businesses fail. CS 410 Red Group - A.S.K. Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]

  7. Why do customers leave? CS 410 Red Group - A.S.K. CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]

  8. Customer Facts CS 410 Red Group - A.S.K. ITESGrads [http://www.bpoindia.org/research/customer-retention.shtml] 2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]

  9. Why A.S.K.? • Repeat customers spend 33% more than new customers • It costs 6% more to sell to a prospective customer than to an existing customer • Referrals among repeat customers are 107% greater than new customers • Customers are 50% more likely to be influenced by word-of-mouth as opposed to ads CS 410 Red Group - A.S.K. Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433] Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]

  10. Problem Characteristics • Customers are not aware of all of their options • Customers leave when they cannot find items (confusion/lack of information) • Not all associates are domain experts • Associates difficult to find quickly • Rearranged/sale item location • Product availability CS 410 Red Group - A.S.K.

  11. Proposed Solution Defined/Goal Provide an in-store customer service terminal that will serve as an alternative source of knowledge and help for consumers with A.S.K. CS 410 Red Group - A.S.K.

  12. Solution Characteristics • Product Comparison • Map • Detailed Knowledge Base • Terminal Placement • Sales/Coupons • Predictive Analysis • Friendly Interface • Feedback CS 410 Red Group - A.S.K.

  13. Functional Component Diagram CS 410 Red Group - A.S.K.

  14. Project Objectives • Design a friendly customer interface • Produce interface with inventory database • Design and organize queries to databases for product comparisons and search analyses • Create ability to notify customer of sales/coupons CS 410 Red Group - A.S.K.

  15. Pros • Average of 7% return on incremental sales • Improve customer experience • 24/7 service! • Provide efficient help alternative • Decreased wait time • Improved response time • Immediate gratification • Better inform customers of products available • Analyze the inquiry process • Keep customers, increase sales, succeed!  • Increased customer satisfaction = increased sales CS 410 Red Group - A.S.K. Kiosk Retail Kiosks [http://www.kis-kiosk.com/apps/retail-kiosk.html]

  16. Cons • Complexity of administration and maintenance • Customer reluctance • Associates might feel replaced CS 410 Red Group - A.S.K.

  17. What our product will do • Compare products • Provide product specifications and details • Analyze queries and hits/misses • Notify of stock availability • Locate products • Notify of sales/availability of coupons • Give customers an outlet for voicing in-store experiences CS 410 Red Group - A.S.K.

  18. What our product will not do • Replace associates • Collect personal information from the shopper • Act as a point-of-sale device • Have autonomous inventory updates CS 410 Red Group - A.S.K.

  19. Market Defined & Analyzed • Specialty retail stores such as: • Best Buy, Circuit City, CompUSA, etc. • Office Max, Staples, etc. • Beauty salon supply stores • Military equipment stores CS 410 Red Group - A.S.K.

  20. Best Buy Market Analysis • Specific target market: Best Buy • $469 million – 2004 Yearly Net Income • 830 stores in U.S. & Canada • 21 stores in Virginia • 109,000 employees CS 410 Red Group - A.S.K.

  21. Competition Matrix CS 410 Red Group - A.S.K.

  22. Technical Components • Touch screen monitor • ASK software • Thin clients • Inventory database interface • Internal database • Network connection • Server CS 410 Red Group - A.S.K.

  23. Process Flow Anne Shopping for Camera Help is limited due to poor service Anne Starts A.S.K. Main Menu Locate Compare Find Discount Anne Compares two cameras A.S.K. Informs Anne CS 410 Red Group - A.S.K.

  24. GUI View CS 410 Red Group - A.S.K.

  25. GUI View (in depth example) CS 410 Red Group - A.S.K.

  26. GUI View (in depth example) CS 410 Red Group - A.S.K.

  27. Management Methods Issues • Meetings • Communication • Work Distribution • Conflict Resolution • Overall decisions • Balance of input CS 410 Red Group - A.S.K.

  28. Work Breakdown Structure CS 410 Red Group - A.S.K.

  29. Risks Likelihood Consequence CS 410 Red Group - A.S.K.

  30. Major Resource Issues • Limited financing – funding before initial contract • Existing manufacturers meeting our production needs • Adhering to the schedule • Acquiring necessary staff and experts CS 410 Red Group - A.S.K.

  31. Monetary FeasibilityCost per Unit Cost: $75,000 + $2,000 per additional terminal Terminals (5) Server Networking Components Software CS 410 Red Group - A.S.K.

  32. Customer-Operated Kiosk Market Data CS 410 Red Group - A.S.K. JBS Interactive [http://www.jbsinteractive.com/opportunities.html]

  33. Forum/Expert Feedback • Of 550 people surveyed, 85% would go to a store if a A.S.K. was available • Managers at Radio Shack, Best Buy, and Office Max expressed interest in a product that would provide the functionality of A.S.K. CS 410 Red Group - A.S.K.

  34. A.S.K. will greet Anne positively • Anne wants a positive connection • A.S.K. will record Anne’s needs, wants or problems • Inform Anne • Invite Anne back with incentives CS 410 Red Group - A.S.K.

  35. Conclusion • Poor customer service is a problem • A.S.K. will: • Improve customer’s in-store experience • Help the store better meet customer needs CS 410 Red Group - A.S.K.

  36. CS 410 Red Group - A.S.K.

  37. Backup 1: Reasons 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 Ones 5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud 4. Poorly Designed Business Model 3. Reliance on Critical Financing that Dries Up 2. Failure to Adapt to a Changing Market AND THE #1 REASON? Management in Complete Denial… CS 410 Red Group - A.S.K. Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]

  38. Backup 2: Estimated Cost Per Unit CS 410 Red Group - A.S.K. Dell.com [http://www.dell.com] Tigerdirect.com[http://www.tigerdirect.com/applications/category/category_slc.asp?CatId=1449] Cisco [http://www.cisco.com]

  39. Backup 3: Monetary Feasibility CS 410 Red Group - A.S.K. Salary.com Average National Salaries [http://www.salary.com/]

  40. Backup 4: Kiosk Acceptance CS 410 Red Group - A.S.K. JBS Interactive [http://www.jbsinteractive.com/opportunities.html]

  41. Backup 5:Competition Matrix CS 410 Red Group - A.S.K.

  42. Backup 6:Scope CS 410 Red Group - A.S.K.

  43. Backup 7:Forum Results • Would you use A.S.K.? • 85% of respondents (n = 550) said YES • Respondent Testimonials • “ You could change the way stores work forever with an idea like this. It's awesome.” • “I think the best part is the item location in the store. I've had countless times when I went into a best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to know the exact location of everything, and this method would be much quicker and not waste a sales rep's time.” CS 410 Red Group - A.S.K.

  44. Backup 8:Time Feasibility CS 410 Red Group - A.S.K.

More Related