Essay About Customer Service Processes And Outstanding Orders

Shopnplay- an online Sports Goods Store
Shopnplay- an online Sports Goods Store
Table of ContentsMIS design for        ShopNPlay- An Online Sports Goods store        PROJECT SCOPE        INFORMATION REQUIREMENTS        Categories of goods sold online:        Description of a typical customer order process        Description of background processes        Fulfillment of outstanding orders:        Return of goods already received:        Customer service processes:        REVENUE MODEL        Organizational Structure        Critical Success Factors (CSF)        DATA FLOW DIAGRAMS        Context Level Data Flow Diagram        Level 0 Data Flow Diagram: Looking into Online Processing System        Level 1 Data Flow Diagram: Looking into Customer Management System        Level 1 Data Flow Diagram: Looking into Shipping Management System        Level 2 Data Flow Diagram: Looking into Customer Management System        Data Dictionary        Data Stores        Data Flow        Process Specification        Processes of Level 0: CUSTOMER MANAGEMENT SYSTEM        Process: Authentication        Process: Register-Customer        Process: Process Order        Entity Relationship Diagram        Report Design        Transactions Manager        Helpline Manager        Training and HR Manager        PROJECT SCOPEThrough the proposed project, we are planning to study the development of an MIS system for an online e-commerce sports goods store. The knowledge we gain through the above will be put to use in developing an e commerce website using the Drupal platform.The study will focus on developing a comprehensive and efficient MIS system that will ensure a high quality of customer service while minimizing the cost incurred due to faults with the MIS system. However the proposal would not delve into the details such as measuring the efficiency or effectiveness of the proposed project.INFORMATION REQUIREMENTSCategories of goods sold online:The sporting goods and accessories are classified according to the specific sport that they are linked to. Given below are the list of the sports goods that will be sold in the proposed website:Climbing, cycling, contact sports, fitness, golf, hiking, nature sports, racquet sports, running, roller sports, team sports, target sports, water sports and walkingOther information/features that the customers can access from the site:Customers can track their ordersCustomers can cancel their orderCustomers can return their orderCustomers can send a mail to the help deskView the Frequently Asked Questions section Description of a typical customer order processCustomer visits the site and can take one of two routes to access the goods. They can either search for the particular good or they can narrow down the options by using the various category buttons given above.Customers can use one of the following filters to narrow down the list further: men, women, accessories (can select more than one filter using check boxes).Customers select the specific product they want. The item is added to the cart and the updated cart is displayed to the customer. If the customer continues shopping, the entire process is repeated.The customer can either press on the checkout button on the page (always shown on the top right side), or press the button immediately after updating the cart.The customer then enters the address or logs into their account. In this case the address is auto filled. The customer can also login as soon as he visits the site. Customers then enter the payment information if they are not choosing COD, else they will be completing their order once they enter the Captcha. Payment is handled by a payment system. If payment is through COD, the order is manually marked as completed by the admin once the payment is received.An order number is generated. All further processing will have this order number for reference. The customers are then   provided a confirmation page with the order summary. Estimated delivery date is also provided in the page. If the item is out of stock, estimated delivery dates are calculated including the lead time in procuring the item.An order confirmation with summary is also sent to the email-id. Entering an email-id is mandatory whether the customer has an account or not.An invoice is also generated which will be shipped along with the delivered product. The customers, if they have an account, can login and go to their account to see all their orders. They can keep track of their order status and also shipment status. The status can be “Pending”, ”Under Process”, ”Shipped”, ”Delivered” or ”Canceled”. They can cancel the order as long as the status is in the “Pending” stage.As soon as the order is placed, an inventory check is done. Inventory management is done through barcodes which enables the computerized system to track the products till the shipment stage.  If the product is not available, then a purchase order (PO) is created. The inventory manager decides the lot size and the items. While processing orders for shipments, multiple orders are put in a picking list. Picking lists enable the “Pickers” in the warehouses to fetch the product from their storage locations. If some of the order line items are not available in the inventory, only the available items are shipped earlier. Shipment status is maintained at the item level. Once all the items in the order are shipped, the order status is updated to “Shipped”.Cancellation of order is also taken at the item level i.e., the customers can cancel part of a “Pending” order.If the COD option is used, then the money is collected by the delivery agent. The delivery agent may return the money in collated batches. To ensure smooth operating cash flows, this return has to be made within 15 days of order delivery.Description of background processesFulfillment of outstanding orders:The orders from the customers are send to the central warehouse in the form of a pick-up list. This list contains the items that are part of the particular order and it mentions the quantity of each item required. Picking lists enable the “Pickers” in the warehouses to actually fetch the product from their storage locations.