16 November 2005CS 410 Red Group - A.S.K.1 Automated Service Kiosk Milestones CS 410 Fall 2005...
-
Upload
alicia-poole -
Category
Documents
-
view
215 -
download
0
Transcript of 16 November 2005CS 410 Red Group - A.S.K.1 Automated Service Kiosk Milestones CS 410 Fall 2005...
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 11
Automated Automated Service KioskService Kiosk
MilestonesMilestonesCS 410CS 410
Fall 2005Fall 2005
Presented by:Presented by:Mylène CoverMylène Cover
16 November 200516 November 2005
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 22
Team OrganizationTeam Organization
Janet BrunelleGeneral Manager
Mylène CoverProject Manager
Enrique PolancoResearch and Marketing
Jared MillerFinance
Web Master
Keegan MorrisonHardware Specialist
Web Master
Scott WashburnSBIR Specialist
Software Specialist
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 33
OutlineOutline
Problem & SolutionProblem & Solution PhasesPhases
Milestones & DeliverablesMilestones & Deliverables BudgetBudget Management StructureManagement Structure StaffingStaffing
Design PlansDesign Plans Required Hard ResourcesRequired Hard Resources
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 44
Societal Problem DefinedSocietal Problem Defined
Poor customer service is a Poor customer service is a cause for low customer cause for low customer
retention.retention.
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 55
Shopping Experience
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 66
Poor customer service is on Poor customer service is on the top ten list of reasons the top ten list of reasons
why businesses fail.why businesses fail.- - Center for EntrepreneurshipCenter for Entrepreneurship
Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
Did you know…?Did you know…?
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 77
CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]
Why do customers leave? Why do customers leave?
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 88
Customer FactsCustomer Facts
After a particularly bad experience with a service provider/customer service representative, these
customers:
85
75
4
0 20 40 60 80 100
Take businesselsewhere
Complain to familyand friends
Give feedback
Customer Percentage
ITESGrads [http://www.bpoindia.org/research/customer-retention.shtml]
2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 99
Problem CharacteristicsProblem Characteristics
Customers unaware of all of their optionsCustomers unaware of all of their options Customers leave when they cannot find Customers leave when they cannot find
items items Rearranged/sale item locationRearranged/sale item location ConfusionConfusion Lack of informationLack of information
Not all associates are domain expertsNot all associates are domain experts Associates difficult to find quicklyAssociates difficult to find quickly Product availabilityProduct availability
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1010
Keep your customers!Keep your customers!
Repeat customers spend 33% Repeat customers spend 33% more than new customersmore than new customers
It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customerexisting customer
Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customersthan new customers
Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to adsmouth as opposed to ads
Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]
Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1111
Proposed Solution Proposed Solution Defined/GoalDefined/Goal
Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will
serve as an serve as an alternative source alternative source of knowledge and of knowledge and
help for help for consumers.consumers.
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1212
Solution CharacteristicsSolution Characteristics
Display all available items at specific storeDisplay all available items at specific store Notify of stock availabilityNotify of stock availability
Produce a map of inventory general locationProduce a map of inventory general location Compare productsCompare products Explain key terms/in depth or quick overview of product Explain key terms/in depth or quick overview of product
descriptiondescription Analyze queries and hits/missesAnalyze queries and hits/misses Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-store experiencesGive customers an outlet for voicing in-store experiences
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1313
A.S.K. System A.S.K. System
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1414
Technical ComponentsTechnical Components
Touch screen monitor Touch screen monitor
ASK softwareASK software Thin clientsThin clients Inventory database interfaceInventory database interface Internal databaseInternal database
Network connectionNetwork connection
ServerServer
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1515
ScopeScope
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1616
A.S.K. Database OverviewA.S.K. Database Overview
Store InventoryDatabase
ASK MySQLDatabase
ASK KIOSK
Predictive Analysis Database
Inventory Database
Product NameUPC Code
SpecificationsPrice
AvailabilityLocationCoupons
ASK Database Integration
Software
ASK Interface Software
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1717
A.S.K. will not…A.S.K. will not…
Replace associatesReplace associates Collect personal information from Collect personal information from
the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory
updatesupdates
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1818
Project ObjectivesProject Objectives
Design a friendly customer Design a friendly customer interfaceinterface
Produce interface with inventory Produce interface with inventory databasedatabase
Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses
Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 1919
ProsPros
15% to 20% average increase in sales15% to 20% average increase in sales Improve customer experience Improve customer experience
Help is there when neededHelp is there when needed Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification
Better inform customers of products Better inform customers of products availableavailable
Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!
Increased customer satisfaction = increased salesIncreased customer satisfaction = increased salesKiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]
Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2020
ConsCons
Complexity of administration and Complexity of administration and maintenancemaintenance
Customer reluctance Customer reluctance Associates might feel replacedAssociates might feel replaced
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2121
Ideal CustomerIdeal Customer
Store that:Store that: Is highly profitableIs highly profitable Products available:Products available:
High-end productsHigh-end productsProducts that require explanations/help Products that require explanations/help
during purchaseduring purchase Has a large customer baseHas a large customer base Has a problem with customer serviceHas a problem with customer service
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2222
Market Share ComparisonMarket Share Comparison
050
100150200250300350400450500
2004 Yearly Income (in Millions)
Best BuyCircuit CityOffice Max
70.9
469
173
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2323
Best Buy Customer ServiceBest Buy Customer Service
Rating on resellerrating.com:Rating on resellerrating.com: 2.04/102.04/10
Customer Testimonials:Customer Testimonials: ““Their customer service policy is Their customer service policy is
a joke.a joke. “ “ ““The management treated me as The management treated me as
if I was a common criminal and if I was a common criminal and made me pay a 15% restock fee made me pay a 15% restock fee even though I was exchanging even though I was exchanging an item for something else. I an item for something else. I returned every thing I purchased returned every thing I purchased with the order and canceled my with the order and canceled my best buy credit card.best buy credit card. ” ”
Reseller Rating [http://www.resellerratings.com/seller1823.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2424
Marketing PlanMarketing Plan
Primary Target MarketPrimary Target Market BestBuyBestBuy
Why Best Buy?Why Best Buy? Many storesMany stores
21 in Virginia21 in Virginia 830 US & Canada830 US & Canada
109,000 employees109,000 employees $469 million – 2004 Yearly Income$469 million – 2004 Yearly Income Poor customer servicePoor customer service
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2525
Marketing PlanMarketing Plan
Best Buy’s Vision Statement:Best Buy’s Vision Statement:““Best Buy meets its customers at Best Buy meets its customers at
the intersection of technology the intersection of technology and life.”and life.”
Best Buy’s Mission Best Buy’s Mission Statement:Statement:““We improve people’s lives by We improve people’s lives by
making technology and making technology and entertainment products entertainment products affordable and easy to use.”affordable and easy to use.”
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2626
Kiosk Sales IncreaseKiosk Sales Increase
Average of 15% - 20% increase in sales from Average of 15% - 20% increase in sales from customer-operated kioskscustomer-operated kiosks
0
20
40
60
80
100
15% 20%
Best Buy
Projected Increase in Sales (In Millions)
93.80
70.04
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2727
Best Buy ROIBest Buy ROI
Best Buy Projected Increase in Sales from A.S.K.
0
20
40
60
80
100
1 2 3 4 5
Years
Sal
es (
in m
illi
on
s)
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2828
Competition MatrixCompetition Matrix
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 2929
Customer-Operated Kiosk Customer-Operated Kiosk Market DataMarket Data
JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3030
Process FlowProcess Flow
Customer Shopping for Camera
Customer Approaches A.S.K.
Help is limited due to poor service
Main Menu
Customer Compares two cameras
A.S.K. Informs Customer
Compare Locate Find Discount
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3131
GUI ViewGUI View
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3232
GUI View GUI View Product SpecificationsProduct Specifications
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3333
GUI View GUI View Product ComparisonProduct Comparison
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3434
Estimated Hardware Estimated Hardware Cost Per UnitCost Per Unit
Dell.com [http://www.dell.com]
3Com [http://www.3com.com/]
PricePrice
3 Com Network Switch (up to 24 ports)3 Com Network Switch (up to 24 ports) $550.00$550.00
Dell Precision 380n & Dell E153FPT Touch Screen Monitor Dell Precision 380n & Dell E153FPT Touch Screen Monitor (x5)(x5)
$6,240.00$6,240.00
Dell Xeon Server (x2)Dell Xeon Server (x2) $10,000.00$10,000.00
Network Integration MaterialsNetwork Integration Materials $500.00$500.00
InstallationInstallation $1000.00$1000.00
Database License (MySQL)Database License (MySQL) Free!Free!
Testing & BuildingTesting & Building $1,829.00$1,829.00
Total CostTotal Cost $20,119.00$20,119.00
Added cost per additional thin client & touch screen Added cost per additional thin client & touch screen monitor (each)monitor (each)
$1,248.00$1,248.00
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3535
Monetary FeasibilityMonetary FeasibilityCost per Unit to CustomerCost per Unit to Customer
Terminals (5)Terminals (5)
ServerServer
SoftwareSoftwareNetworking Networking ComponentsComponents
Cost: $50,000
+ $1,500 per additional terminal
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3636
Phase 0: Conception Phase 0: Conception ODU Semester 1 (CS 410)ODU Semester 1 (CS 410)
ID Task Name Start Finish DurationQ1 06Q3 05
DecAug Feb
1 110d12/16/20058/29/20050.0 A.S.K. Conception
2 4d9/1/20058/29/2005 0.1 Develop Project Team
3 11d9/25/20059/15/2005 0.2 Define Project
4 40d10/27/20059/18/2005 0.3 Planning
5 67d11/20/20059/15/2005 0.4 Initial Research
6 9d11/2/200510/25/2005 0.5 Feasibility Presentation
7 52d11/2/20059/12/2005 0.6 Plan Phases
8 11d11/20/200511/10/2005 0.7 Documentation
9 1d11/16/200511/16/2005 0.8 Milestone Presentation
10 69d12/1/20059/24/2005 0.9 Approval Presentation
11 1d12/12/200512/12/2005 0.10 SBIR
Jan
Q4 05
OctSep Nov
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3737
Phase 0: Conception Phase 0: Conception ODU Semester 1 (CS 410)ODU Semester 1 (CS 410)
DeliverablesDeliverables Feasibility PresentationFeasibility Presentation Milestone PresentationMilestone Presentation Final PresentationFinal Presentation SBIR Grant ProposalSBIR Grant Proposal Project WebsiteProject Website
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3838
Phase 0: Conception Phase 0: Conception ODU Semester 1 (CS 410)ODU Semester 1 (CS 410)
Management StructureManagement StructureJanet Brunelle
General Manager
Mylène CoverProject Manager
Enrique PolancoResearch and Marketing
Jared MillerHardware Specialist
Finance
Keegan MorrisonWeb Master
Scott WashburnSBIR Specialist
Software Specialist
Dr. Larry FilerODU Business Department
Marketing Expert
Professor Dennis RayCS DepartmentOld Dominion
University
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 3939
Phase 1: Proof of Phase 1: Proof of Concept Concept
ODU Semester 2 (CS ODU Semester 2 (CS 411)411)
ID Task Name Start Finish DurationQ2 06Q4 05
MayAprJan
2 10d12/30/200512/19/2005 1.1 Develop Project Team
3 9d 4h1/12/200612/30/2005 1.2 Planning
4 34d 4h2/28/20061/11/2006 1.3 Requirements
5 25d4/4/20063/1/2006 1.4 Set Up
6 8d3/31/20063/22/2006 1.5 Design
7 15d4/21/20064/3/2006 1.6 Developement
8 4d 4h4/28/20064/24/2006 1.7 Testing
9 3d 4h5/4/20065/1/2006 1.8 Implementation
10 5d5/12/20065/8/2006 1.9 SBIR Phase 2
Q1 06
FebDec Mar
1 109d5/12/200612/13/20051.0 Phase 1
Jun Jul
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4040
Phase 1: Proof of Concept Phase 1: Proof of Concept ODU Semester 2 (CS 411)ODU Semester 2 (CS 411)
DeliverablesDeliverables Assemble TeamAssemble Team PapersPapers
Creative Writing PaperCreative Writing Paper Descriptive Writing PaperDescriptive Writing Paper Technical Supports PaperTechnical Supports Paper Budget White PaperBudget White Paper User ManualUser Manual
Prototype DesignPrototype Design Market ResearchMarket Research Project WebsiteProject Website Lab PrototypeLab Prototype SBIR Proposal (Phase II)SBIR Proposal (Phase II)
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4141
Phase 1: Proof of Concept Phase 1: Proof of Concept ODU Semester 2 (CS 411)ODU Semester 2 (CS 411)
Management StructureManagement StructureJanet Brunelle
General Manager 1
Mylène CoverProject Manager
Enrique PolancoSoftware Engineer
Research & Marketing
Jared MillerGUI Programmer
Hardware/Finance Specialist
Keegan MorrisonSoftware Engineer
Web Master
Scott WashburnDatabase Specialist
Software/SBIR Specialist
Senior Software Engineer
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4242
Phase 1: Proof of ConceptPhase 1: Proof of ConceptODU Semester 2 (CS 411) ODU Semester 2 (CS 411)
Budget: Project Staffing RequirementsBudget: Project Staffing RequirementsTitleTitle NeedeNeede
ddYearly Yearly SalarySalary
Employment Employment DurationDuration
Cost of Cost of EmploymentEmployment
Software EngineerSoftware Engineer 22 $50,162$50,162 45 days45 days $12,369$12,369
Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 30 days30 days $6,044$6,044
Database Database Analyst/SpecialistAnalyst/Specialist
11 $95,940$95,940 20 days20 days $5,257$5,257
GUI ProgrammerGUI Programmer 11 $56,743$56,743 20 days20 days $3,109$3,109
Project ManagerProject Manager 11 $84,546$84,546 85 days 85 days $19,689$19,689
Overhead – 40%Overhead – 40% $18,587$18,587
Total CostTotal Cost $65,055$65,055
Salary.com [http://www.salary.com]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4343
Phase 1: Proof of ConceptPhase 1: Proof of ConceptODU Semester 2 (CS 411)ODU Semester 2 (CS 411)
ItemItem UnitsUnits PricePrice
Terminal Operating System (*nix)Terminal Operating System (*nix) 11 FreeFree
Gcc CompilerGcc Compiler 11 FreeFree
Mock MySQL DatabaseMock MySQL Database 11 FreeFree
Mock A.S.K. ServerMock A.S.K. Server 11 $5,000$5,000
Mock Inventory Database ServerMock Inventory Database Server 11 $5,000$5,000
Employee Workstations (ODU provided)Employee Workstations (ODU provided) 55 $7,423$7,423
Network, Networking Materials (ODU provided)Network, Networking Materials (ODU provided) 11 FreeFree
Prototype TerminalPrototype Terminal 11 $1,248$1,248
Prototype HousingPrototype Housing 11 $200$200
Total CostTotal Cost $19,171$19,171
Budget: Required Hard ResourcesBudget: Required Hard Resources
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4444
Phase 2: Critical DesignPhase 2: Critical Design
ID Task Name Start Finish DurationQ1 07 Q2 08Q3 07Q3 06 Q4 06 Q2 07 Q1 08Q4 07Q2 06
Oct Dec MaySepAugJul Oct FebJun JanNovJulJun MarAug Apr AprJanSep Dec MarMay May NovFeb
2 14d5/24/20065/5/20062.1 Develop Project Team
3 14d6/9/20065/23/20062.2 Planning
4 25d7/21/20066/19/20062.3 Requirements
5 45d10/5/20068/4/20062.4 Set Up
6 71d6/25/20073/19/20072.5 Design
7 67d9/25/20076/25/20072.6 Developement
8 20d1/22/200812/26/20072.7 Testing
9 38d4/9/20082/18/20082.8 User Documentation
10 3d4/11/20084/9/20082.9 Implementation
11 2d5/2/20085/1/20082.10 Prototype Developed
1 521d5/2/20085/5/20062.0 ASK Phase 2
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4545
Phase 2: Critical DesignPhase 2: Critical Design
DeliverablesDeliverables Product Design SpecificationsProduct Design Specifications Management PlanManagement Plan
Personnel PlanPersonnel Plan Testing & Evaluation PlanTesting & Evaluation Plan Working Product ModelWorking Product Model
Software Software Integration of HardwareIntegration of Hardware
Marketing Plan ContractMarketing Plan Contract
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4646
Phase 2: Critical DesignPhase 2: Critical Design
Management StructureManagement StructureJanet Brunelle
General Manager
Mylène CoverProject Manager
Enrique PolancoSoftware Engineer
Jared MillerGUI Programmer
Keegan MorrisonSoftware Engineer
Scott WashburnDatabase Specialist
Senior SoftwareEngineer
Technical Writer X 2Quality Assurance
ManagerSoftware Engineer X 2
Marketing Manager
GUI Programmer
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4747
Phase 2: Critical DesignPhase 2: Critical Design
Budget: Project Staffing RequirementsBudget: Project Staffing RequirementsTitleTitle NeedeNeede
ddYearly Yearly SalarySalary
Employment Employment DurationDuration
Cost of Cost of EmploymentEmployment
Software EngineerSoftware Engineer 44 $50,162$50,162 90 days90 days $49,475$49,475
Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 110 days110 days $22,160$22,160
Database Database Analyst/SpecialistAnalyst/Specialist
11 $95,940$95,940 75 days75 days $19,714$19,714
GUI ProgrammerGUI Programmer 22 $56,743$56,743 40 days40 days $12,437$12,437
Project ManagerProject Manager 11 $84,546$84,546 240 days240 days $55,592$55,592
Technical WriterTechnical Writer 22 $39,846$39,846 30 days30 days $6,550$6,550
Quality Assurance Quality Assurance ManagerManager
11 $87,423$87,423 110 days110 days $26,347$26,347
Marketing Manager Marketing Manager 11 $74,498$74,498 150 days150 days $30,616$30,616
Overhead – 40%Overhead – 40% $89,156$89,156
Total CostTotal Cost $312,047$312,047
Salary.com [http://www.salary.com]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4848
Phase 2: Critical DesignPhase 2: Critical Design
ItemItem UnitsUnits PricePrice
Terminal Operating System (*nix)Terminal Operating System (*nix) 55 FreeFree
GCC CompilerGCC Compiler 11 FreeFree
MySQL DatabaseMySQL Database 11 FreeFree
Network SwitchNetwork Switch 11 $550$550
Network Integration MaterialsNetwork Integration Materials 11 $1,000$1,000
A.S.K. TerminalA.S.K. Terminal 55 $6,240$6,240
A.S.K. ServerA.S.K. Server 22 $10,000$10,000
Employee WorkstationsEmployee Workstations 55 $7,423$7,423
HousingHousing 55 $1,000$1,000
Total CostTotal Cost $26,213$26,213
Store inventory database server (only if needed)Store inventory database server (only if needed) 11 $5,000$5,000
Store inventory database (oracle, only if needed)Store inventory database (oracle, only if needed) 11 $40,000$40,000
Total with optional database & database serverTotal with optional database & database server $71, 213$71, 213
Budget: Required Hard ResourcesBudget: Required Hard Resources
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 4949
Phase 3: Production Out Phase 3: Production Out YearsYears
ID Task Name Start Finish DurationQ4 08Q2 08
SepMay Nov
1 611d1/5/20105/5/20083. 0 ASK Phase 3
2 3d5/8/20085/6/2008 3.1 Develop Project Team
3 594d12/22/20095/8/2008 3.2 Prepare Production
4 254d1/16/20095/8/2008 3.2.1 Manufacture
5 89d8/10/20095/14/2009 3.2.2 Warehouse
6 186d12/12/20096/10/2009 3.2.3 Marketing
7 101d12/13/20099/4/2009 3.2.4 Website
8 91d12/31/200910/2/2009 3.2.4.1 Website Front End
Apr Oct
Q3 08
JulJun Aug
Q1 09
Dec Jan Feb
Q2 09 Q3 09
Mar Apr May Jun Jul Aug Sep
Q4 09
Oct Nov
Q1 10
Dec Jan Feb
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5050
Phase 3: Production Out Phase 3: Production Out YearsYears
DeliverablesDeliverables MaintenanceMaintenance Customer ServiceCustomer Service Patches/UpdatesPatches/Updates Newer VersionsNewer Versions
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5151
Phase 3: Production Out Phase 3: Production Out YearsYears
Management StructureManagement StructureJanet Brunelle
General Manager
Mylène CoverProject Manager
Enrique PolancoSoftware Engineer
Jared MillerGUI Programmer
Keegan MorrisonSoftware Engineer
Scott WashburnDatabase Specialist
Senior SoftwareEngineer
Technical WriterQuality Assurance
ManagerMarketing Manager
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5252
Phase 3: Production Out Phase 3: Production Out YearsYears
Budget: Project Staffing RequirementsBudget: Project Staffing RequirementsTitleTitle NeedeNeede
ddYearly Yearly SalarySalary
Employment Employment DurationDuration
Cost of Cost of EmploymentEmployment
Software EngineerSoftware Engineer 22 $50,162$50,162 AnnualAnnual $100,324$100,324
Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 AnnualAnnual $73,533$73,533
Database Database Analyst/SpecialistAnalyst/Specialist
11 $95,940$95,940 AnnualAnnual $95,940$95,940
GUI ProgrammerGUI Programmer 11 $56,743$56,743 AnnualAnnual $56,743$56,743
Project ManagerProject Manager 11 $84,546$84,546 AnnualAnnual $84,546$84,546
Technical WriterTechnical Writer 11 $39,846$39,846 AnnualAnnual $39,846$39,846
Quality Assurance Quality Assurance ManagerManager
11 $87,423$87,423 AnnualAnnual $87,423$87,423
Marketing Manager Marketing Manager 11 $74,498$74,498 AnnualAnnual $74,498$74,498
Overhead – 40%Overhead – 40% $218,669$218,669
Total CostTotal Cost $831,522$831,522
Salary.com [http://www.salary.com]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5353
Phase 3: Production Out Phase 3: Production Out YearsYears
Budget: Required Hard ResourcesBudget: Required Hard Resources Maintenance/ServiceMaintenance/Service
OutsourcedOutsourced Sub-contractedSub-contracted
Workstations for developers Workstations for developers (patches/updates/new versions)(patches/updates/new versions) Re-used from prior phasesRe-used from prior phases
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5454
Milestones RecapMilestones Recap
ID Task Name Start Finish Duration2009 20102006 2007 20082005
Q3 Q4Q2 Q1Q3Q3 Q4 Q1Q2 Q2Q3Q1Q4 Q4 Q1 Q2Q1 Q4
1 80d12/16/20058/29/2005Phase 0
2 109d5/12/200612/13/2005Phase 1
3 521d5/2/20085/5/2006Phase 2
4 437d1/5/20105/5/2008Phase 3
Q2
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5555
Budget Budget RecapRecap
CostCost
Phase 1 ResourcesPhase 1 Resources $19,171$19,171
Phase 1 StaffingPhase 1 Staffing $65,055$65,055Phase 2 ResourcesPhase 2 Resources $26,213$26,213Phase 2 StaffingPhase 2 Staffing $312,047$312,047Phase 3 StaffingPhase 3 Staffing $831,522$831,522Total Development Total Development CostCost
$1,254,008$1,254,008
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5656
A.S.K. Break-Even AnalysisA.S.K. Break-Even Analysis
Break-Even AnalysisBreak-Even Analysis
Cost per UnitCost per Unit $20,119$20,119
Price per UnitPrice per Unit $50,000$50,000
Profit per UnitProfit per Unit $29,881$29,881
Units needed for Break-EvenUnits needed for Break-Even 4242
Units sold (weekly)Units sold (weekly) 22
Break-Even TimeBreak-Even Time 2121
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5757
Funding PlanFunding Plan
SBIR Funding Agency: Department of CommerceSBIR Funding Agency: Department of Commerce CIT AssistanceCIT Assistance
SBIR Funding Agency: Department of CommerceSBIR Funding Agency: Department of Commerce Phase 1: $100,000 Phase 2: $750,000
STTRSTTR Phase 1: $30,000 Phase 2: $500,000
Small Business Loan (Phase 3)Small Business Loan (Phase 3) Preliminary Contract from Best Buy / Other Preliminary Contract from Best Buy / Other
CustomerCustomer
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5858
Management PlanManagement Plan
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 5959
RisksRisks
44 22 11
55 33
99 88 66
1010 77
Consequence
Like
lihoo
d
## RiskRisk11 Database Database
availability/integrationavailability/integration
22 Real-time lookup speedReal-time lookup speed
33 Server loadServer load
44 Unforeseen testing expensesUnforeseen testing expenses
55 Complexity of maintenanceComplexity of maintenance
66 Competition meets needsCompetition meets needs
77 Inaccurate retrieved dataInaccurate retrieved data
88 Customer acceptanceCustomer acceptance
99 Network downtimeNetwork downtime
1010 Power outagesPower outages
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6060
Risk Management PlanRisk Management Plan
1.1. Major Risk:Major Risk: Database availability/integrationDatabase availability/integration• Mitigation:Mitigation: Effective interface & provision of Effective interface & provision of
alternate database if neededalternate database if needed
2.2. Major Risk:Major Risk: Real-time lookup speedReal-time lookup speed• Mitigation:Mitigation: Increased bandwidth, tuned databaseIncreased bandwidth, tuned database
3.3. Major Risk:Major Risk: Server loadServer load• Mitigation:Mitigation: Backup serverBackup server
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6161
Evaluation PlanEvaluation Plan
Design ReviewsDesign Reviews All plans evaluated and updated during each sub phase All plans evaluated and updated during each sub phase
and at the end of each of the production phases.and at the end of each of the production phases. Past review used in initiation phase review to correct Past review used in initiation phase review to correct
mistakesmistakes Quality ReviewsQuality Reviews
Evaluate manner in which tasks are completed by team Evaluate manner in which tasks are completed by team membersmembers
Evaluate deliverables at every stageEvaluate deliverables at every stage Ensure documentation is being createdEnsure documentation is being created
TestingTesting Testing at every phaseTesting at every phase Testing of integration phasesTesting of integration phases Testing of overall productTesting of overall product
Customer Satisfaction EvaluationCustomer Satisfaction Evaluation
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6262
Evaluation PlanEvaluation PlanPhase 1 OnlyPhase 1 Only
Improved customer satisfaction will be the Improved customer satisfaction will be the measure of successmeasure of success
Software TestingSoftware Testing Software team will use CMMISoftware team will use CMMI
Usability testing Usability testing Performed by team whenever new features are Performed by team whenever new features are
implementedimplemented In-store trials and pollsIn-store trials and polls
75% of those polled must react positively to the product75% of those polled must react positively to the product Analysis of usage could evince problemsAnalysis of usage could evince problems Performed after product passes in-house testingPerformed after product passes in-house testing
Testing RisksTesting Risks The in-store trials and polls could agitate customersThe in-store trials and polls could agitate customers
Participation should clearly be optionalParticipation should clearly be optional
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6363
Forum/Expert FeedbackForum/Expert Feedback
Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if a A.S.K. was would go to a store if a A.S.K. was availableavailable
Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6464
Happy Shopper = Profit for StoreHappy Shopper = Profit for Store
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6565
ConclusionConclusion
Poor customer service is a Poor customer service is a problemproblem
A.S.K. will:A.S.K. will: Improve customer’s in-store Improve customer’s in-store
experience experience Help the store better meet customer Help the store better meet customer
needsneeds
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6666
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6767
Backup 1: Backup 1: Reasons Businesses FailReasons Businesses Fail
10. Over-expansion. The need to get there first or to demonstrate revenue growth to anxious investors leads businesses to grow too fast.9. Poor Capital Structure. Companies take on too much debt… Enough said!8. Failure to Control the Controllable Costs. Businesses spend down the initial cash before it is flowing in at a positive rate.7. Failure to Prepare for Volatility of Uncontrollable Costs. For example, energy, materials, labor, or insurance.6. Add New Products or Divisions that Drag Down the Profitable Ones5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…
Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6868
Backup 2: Backup 2: Kiosk AcceptanceKiosk Acceptance
JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 6969
Backup 3:Backup 3:Competition Matrix Competition Matrix
Available to AssociatesAvailable to Associates
16 November 200516 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 7070
Backup 4:Backup 4:Forum ResultsForum Results
Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES
Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever
with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the
store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”