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 2
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
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- Spring '17
- Rashmi Jain
- Marcus Kingo, data clerk