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Key Topics
Requirement
This assignment gives you the opportunity to apply the concepts of this course to address the selection, planning, development, implementation and on-going management of a technology solution for the UMUC Haircuts business. This assignment specifically addresses the following course outcome to enable you to:
? identify and plan IT solutions that meet business objectives
Solution
Introduction
This paper deals with the installation and implementation of software called WERP Walmart Expedited Return Process in Myra and its importance in managing the data of the customer along with the customer support and how this software can be beneficial for Myra to have an edge amongst its rivals.
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Proposed IT Solution
The IT solution proposed i.e. installation of the WERP software would be beneficial for the customers as this system would eliminate the need of the customer to form a queue in case of returns at the Customer Service Counter (POSmatic, n.d.). It will modify the receipt and add a barcode so as to identify the record of the purchase. The procedure would be easier, and once the person sitting at the Customer Service Counter receives an adequate amount of training, it can prove out to be a great weapon to win against the competition. As soon as the customer enters the store he should first be sent to the Customer Service Counter where the processing of returns is done. The customer would be asked to show the receipt if he carries the receipt then the person handling the issue can use this system which is to be fitted in the hand scanner. The scanner will display the items mentioned on the receipt including the one customer wishes to return. Now the system will grant credit for the purchase done by the customer, and a credit receipt can be printed out and handled to the customer. Now the Customer Service personnel can mark the returned item and handover the original receipt to the customer.
This IT solution can be useful for various IT requirements specifically for enhancing usability and maintainability. This will be beneficial in enhancing the customer experience as it reduces the time that is wasted during the whole procedure of returning the product. This solution uses the data easily available to Myra and can be controlled easily. The credits issued to the customers will be exact, satisfying the needs of the customers. It will help to gain the trust of customers, and the customer service department can easily focus their attention on other issues.
This system has almost negligible investment and results in a better customer-department relationship and increases the satisfaction of the customer.
The cost will be minimal as the stores are already Wi-Fi enabled and the extra equipment needed can provide Myra with back for handhelds. The further minimal cost in changing the programming as it can be handled by current staff.
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Vendor agreement – No such vendor agreements are required for implementation of WERP software.
First Myra should make use of posters to make customer aware of the developmental change in their office. This will increase the curiosity amongst the customers and increase the sale in their store. Advertising their change using the posters can be a cost-effective step.
Myra needs to buy an adequate number of handheld devices and the person handling the issue must be provided with a holster-type holder, this will protect the device when it is not in use and reduce the loss of organization. A proper scanner must be accessed to the customer service department. The personnel must be trained well before handling the scanner over to them. Further, the stores are already equipped with Wi-Fi and hence the minimal expense would be done without any new capabilities. The use of scanners has already been widely used in the sales department of the organization and hence no new data should be created. Thus, can ensure the reliability of the system.
And low amount of testing is required as almost every component is already present in the organization.
The accessibility of the scanner and the functions must be monitored as major transactions are being done using the scanner. It will keep in control the manager and the employees. The systems must be switched on during the returning hours so as to do the work effectively.
The transaction application should be reliable to ensure actual transaction during the processing period. This application should be easier to use and make employees efficient and provides immediate help to the customers without delaying the process.
Further, security should be taken into consideration because any mishappening in the case of the transaction can lead to decreased sales revenue and the control of inventory. The security requirements can be met by using physical controls, security of the hardware devices and using the passwords. There must be checks present in software that will monitor the credit cards numbers. The security staff should monitor the security measure by common procedures.
Testing – When all the setup is complete then the headquarters can validate the process with the help of their quality assurance team.
Conclusion
Myra should install WERP software to enhance their reputation and for considering the satisfaction of their customers.
Reference
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POSmatic, I. Point of Sale (POS) | What is it?. Posmatic.com. Retrieved 25 February 2016, from http://www.posmatic.com/point-of-sale/what-is-point-of-sale.php
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