Kingo researched several possible it solutions and

Kingo researched several possible IT solutions, and found the PaaS system could alleviate many
of the process challenges. However, if Kingo keeps the current process with a new system, there
will still be manual entry and data management challenges. We recommend redesigning 1-888-
JUNK-VAN’s data management process. To properly redesign the process, Kingo identified the
requirements for the new system; “it was essential to design a system of information flow that
improved the quality of day to day operations, and that allowed him to ‘manage the business by
the numbers’”. This means that their largest area of opportunity is to adjust the way the business
processes function. The key is for a less manual data input method, provide more methods of
communication with the customer, and allow streamlined data flow from customer through to the
data clerk processing final payment. Ideally, Kingo would involve his employees through
interview, questionnaires and observation, to ensure his requirements for the system also meet
the needs for the rest of the team. With a clear understanding of system requirements for clean
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data flow, integration, and customer accessibility, we can begin designing and producing a new
PaaS system and process.
The vision is to implement a PaaS system that would be all inclusive, and also create an
online and mobile application for customers’ convenience. As shown below on Figure 2,
customers can place job requests through three methods, compared to only one. The customer
can now place order through call center, website or mobile application. Through the website or
app, customers can either set up an account with a login or continue as a guest for one time
services and would be able to schedule on the company’s own scheduling wizard. They would
also be able to pay directly with a credit card or checking account/routing number. Through this
connected network, the customer will be able to receive reminder text or emails about upcoming
appointments and final invoices.
Whether the customer booked through phone, website or app, the scheduling wizard
would be linked to all employees. The system is a centralized hub of data connecting all
employees. The operator will continue to field customer calls, and will now process all work
orders received into the PaaS system and scheduling wizard. Drivers and helpers have instant