BSA375Week5+final+submission

BSA375Week5+final+submission - ServiceRequest1 Running head...

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Service Request     1 Running head: SERVICE REQUEST Kudler Fine Foods Service Request Learning Team B University of Phoenix – Online BSA375 October 19, 2009
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Service Request     2 Kudler Fine Foods Frequent Shopper Program Project Plan The Sales and Marketing department of Kudler Fine Foods is initiating a Frequent Shopper Program to track customer purchase patterns and provide shopper incentives through a loyalty points program to inspire customer loyalty and respond to customer shopping preferences (University of Phoenix [UoP], 2007). Specialty items are more valuable to Kudler customers than the cost of items, so instead of furnishing everyday discounts for persistent shopping, Kudler has partnered with a loyalty points program to honor customers with redeemable points for expensive gift items, airline upgrades, or other specialty foods. "Building unique rewards programs that differentiate the brand-- along with integrating in-store loyalty programs with Web shopping--is what figures to pay off in the future." (Van Riper, 2005, para. 9). Program Scope and Goals The main goals of the Kudler Fine Foods Frequent Shopper (KFFFS) program are to better respond to customer's buying needs, inspire customer loyalty, and to increase food ordering efficiency. A successful implementation should increase revenue over time by satisfying customer needs, increasing loyalty, and reduce costs by improving inventory processes. This action is scheduled to be executed within 12 months and involves the following stakeholder representatives: Each Kudler Fine Foods location: La Jolla, Del Mar, Encinitas - the program will be initiated at all locations. Purchasing Department - data collected by the new program will be used by the purchasing department to forecast food orders.
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Service Request     3 Sales and Marketing - the sales and marketing team is the primary customer of the program. Information Technology (IT) Department - IT representatives must be involved in requirements definition to help determine feasibility. Loyalty points program - a representative from the loyalty points program partner must be involved to define interfaces between their organization and software products and Kudler Fine Foods. To implement the program, all customer purchases will need to be tracked and counted, including date, item purchased, and purchase price at the time of checkout in all three Kudler Fine Foods locations. Customers should be notified of their accumulated points and how to redeem them on their itemized receipt as well as through periodic email or physical mail. Point totals should also be made available from the Kudler Fine Foods website. Purchase information and accumulated points will need to be managed in a centralized system since customers may shop at multiple locations. Customer purchasing patterns must be made available to the purchasing
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BSA375Week5+final+submission - ServiceRequest1 Running head...

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