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Evaluating Customer Experience

   

Added on  2019-10-09

12 Pages1633 Words157 ViewsType: 157
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KAHUNA CLEANING SUPPLYStudent Name: Student ID: Course Name: Course ID:Semester:Faculty Name: University Name:
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1ContentsPart A...........................................................................................................................................................2Part B...........................................................................................................................................................5Systems Design and Analysis...........................................................................................................6Abstract.......................................................................................................................................................6Introduction.................................................................................................................................................6Task 1:................................................................................................................................................7Task2:.................................................................................................................................................8Task 3:..............................................................................................................................................111
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2Part ATask 1: Fact-finding PlanThe aim of the fact finding plan is to gather information that is relevant to the development ofnew system so that no mistake happens and the implementation is successful. The fact findingplan will help in answering the questions like Who, What, Where, When, How, and Why?For finding the facts, interviews will be taken that will help in gathering the informationfrom the particular people who will be involved in establishment and implementation ofthis system. The interview will contain the open ended questions as they will give adetailed explanation about the stem and its requirements.Then, the document review will be done. This will help in determining that how thecurrent system should be and how the new one should work. In this, the copies of theactual forms will be obtained and the operating documents will be scanned that are in usecurrently. Observation will be used for verifying the statements that were made in the interviews sothat the validity of the procedures is determined. Questionnaires will be formulated for obtaining the input from a large group of people. Itwill have a range of relevant questions.Finally, research will be done using the internet sources, books, IT magazines etc. Thiswill help in secondary research. 2
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3Task 2: Objectives for the interviewThe list of individuals who will be interviewed and the aims of interview with each of them isgiven as follows:1.Sales and customer service representatives: To get idea for the new information system2.Accounting clerks: To get an idea about the budget that is required to be invested in theproject.3.The technical team: To get an idea about how they plan to develop the online presenceand what is the expected ROI from the online presence. Also, to know that how thetechnology can reduce the amount of human errors made in the systems.4.The warehouse manager: To know about the availability of space and to inquire aboutrequirement of more space. Task 3: List of specific questions1.Sales and customer service representatives: a.What are the current major issues of customers?b.How comfortable are you with the systems that you use for dealing with the clients?c.Out of 10 queries of customers. How many are you able to solve?d.Are the customers satisfied with your service?2.Accounting clerks: a.What is the current budget of the system?3
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