Members by dfhdhdhdhjr

VIEWS: 45 PAGES: 49

									        Automated
            Service Kiosk

                Grant Approval
                    CS 411
                  Spring 2006

                  Presented by:
                  Mylène Cover
                 Keegan Morrison


                    1 May 2006

1 May 2006         CS 411 Red Group - A.S.K.   1
                        Team Organization


                                   Hill Price
                                General Manager




                                  Mylène Cover
                                 Project Manager




     Enrique Polanco           Keegan Morrison            Jared Miller
       Researcher              Hardware Specialist       GUI Programmer
     Technical Writer             Web Master              Web Master




1 May 2006                   CS 411 Red Group - A.S.K.                    2
                 Outline

 Background
 Societal Enhancements
 Beta Testing
 Project Scheduling Requirements
 Project Budget
 Prototype




1 May 2006       CS 411 Red Group - A.S.K.   3
             Societal Problem Defined



Poor customer service in retail is
    a cause for low customer
           retention.


1 May 2006            CS 411 Red Group - A.S.K.   4
             Shopping Experience




1 May 2006         CS 411 Red Group - A.S.K.   5
                          Did you know…?


 Poor customer service is on the
   top five list of reasons why
           businesses fail.
      - Center for Entrepreneurship


 1 May 2006                                 CS 411 Red Group - A.S.K.                                      6

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
             Why do customers leave?




1 May 2006                             CS 411 Red Group - A.S.K.        7

CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]
                           Keep your customers!

                                                                   Repeat customers spend 33% more
                                                                    than new customers*
                                                                   It costs 6% more to sell to a
                                                                    prospective customer than to an
                                                                    existing customer*
                                                                   Referrals among repeat customers
                                                                    are 107% greater than new
                                                                    customers*
                                                                   Customers are 50% more likely to be
                                                                    influenced by word-of-mouth as
                                                                    opposed to ads**


    1 May 2006                                               CS 411 Red Group - A.S.K.               8
*Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]
**Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]
             Proposed Solution
               Defined/Goal

                    Provide an in-store
                      customer service
                      terminal that will
                         serve as an
                    alternative source of
                    knowledge and help
                       for consumers.
1 May 2006        CS 411 Red Group - A.S.K.   9
      Project Research Objectives

 Design  a friendly customer interface
 Produce interface with inventory
  database
 Design and organize queries to
  databases for product comparisons
  and search analyses
 Create ability to notify customer of
  sales/coupons
1 May 2006      CS 411 Red Group - A.S.K.   10
             Solution Characteristics

   Display all available items at specific store
        Notify of stock availability
   Produce a map of inventory general location
   Compare products
   Explain key terms/in depth or quick overview of product
    description
   Analyze queries and hits/misses
   Notify of sales/availability of coupons
   Give customers an outlet for voicing in-store experiences
   Provide option to queue up for additional assistance from
    associate

1 May 2006                       CS 411 Red Group - A.S.K.      11
             A.S.K. System




1 May 2006      CS 411 Red Group - A.S.K.   12
             Technical Components

                Touch screen monitor

                ASK software
                    Thin clients
                    Inventory database interface
                    Internal database


                Network connection

                Server

1 May 2006                   CS 411 Red Group - A.S.K.   13
             Scope




1 May 2006   CS 411 Red Group - A.S.K.   14
             A.S.K. Database Overview




1 May 2006            CS 411 Red Group - A.S.K.   15
             A.S.K. will not…

 Replace  associates
 Collect personal information from the
  shopper
 Act as a point-of-sale device
 Have autonomous inventory updates




1 May 2006       CS 411 Red Group - A.S.K.   16
                                Benefits to Retail

             15% to 20% average increase in sales
             Improve customer experience
                   Help is there when needed
                   Provide efficient help alternative
                   Decreased wait time
                   Improved response time
                   Immediate gratification
             Better inform customers of products available
             Analyze the inquiry process
             Keep customers, increase sales, succeed!
                   Increased customer satisfaction = increased sales
   1 May 2006                                         CS 411 Red Group - A.S.K.        17
Kiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]

Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]
               Societal Importance

        Consumers increasingly using:
            ATMs
            Websites
            Self-help Kiosks
        New technology, low cost
        Competition is technology and customer
         driven
        Customers expect the newest and most
         effective tools
1 May 2006                  CS 411 Red Group - A.S.K.   18
         Scientific Merit & Technical
                 Innovations
       Airlines – 1st to implement kiosks
            Declining sales – need to bounce back
            Good and bad of technology
                Customers are happier
                Customers expect similar, efficient technology in all aspects
                 of their lives
       Kiosk market booming:
            Sales
            Budget
       Stores advised to target multi-channel consumers


1 May 2006                        CS 411 Red Group - A.S.K.                  19
                 Customer-Operated Kiosk
                       Market Data




   1 May 2006                                                 CS 411 Red Group - A.S.K.   20

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
                        Evaluation Plan
                         Beta Testing
    The following will be tested:
            Product’s functionality
            Product’s user-friendliness
            User documentation
    Each beta tester will receive the following:
            Basic instructions
            User Manual (in the form of the terminal’s online help system)
            Sample walk-throughs of the product
            Will include troubleshooting instructions
            Designed in a user-friendly format
            Feedback and Comment Form (in return for coupons, for example)


1 May 2006                         CS 411 Red Group - A.S.K.            21
                          Evaluation Plan
                        Acceptance Criteria
       75% of beta testing polls must react positively for the product to be
        considered a success
       Success is when the following are obtained:
                Functional prototype software
                Functional prototype hardware
                Functional integration of hardware and software
                Technical documentation for software and hardware
                Secured SBIR grant for Phase II




    1 May 2006                        CS 411 Red Group - A.S.K.       22
                                       Scheduling Overview
                                        Projected Phase I
                                                                            Dec 2005              Jan 2006                        Feb 2006                       Mar 2006                    Apr 2006
ID              Task Name                Start       Finish     Duration
                                                                             12/18 12/25   1/1   1/8   1/15   1/22   1/29   2/5     2/12     2/19   2/26   3/5    3/12   3/19   3/26   4/2   4/9   4/16    4/23


1    ASK.1.0 Start Phase 1            12/13/2005   12/13/2005      1d

2    ASK.1.2 Phase1                   12/13/2005    5/4/2006      103d

3    ASK.1.2.1 Develop Project Team   12/16/2005   12/19/2005      2d

4    ASK.1.2.2 Planning               12/26/2005    2/7/2006      32d

5    ASK.1.2.3 Requirements            1/2/2006     3/1/2006      43d

6    ASK.1.2.4 Setup                   3/1/2006     4/4/2006      25d

7    ASK.1.2.5 Design                 3/21/2006    4/11/2006      16d

8    ASK.1.2.6 Development             4/3/2006    4/21/2006      15d

9    ASK.1.2.7 Testing                4/24/2006     5/1/2006       6d

10   ASK.1.2.8 Implementation          5/1/2006     5/9/2006       7d

11   ASK.1.2.9 SBIR Phase 2            5/4/2006     5/4/2006       1d




                 1 May 2006                                        CS 411 Red Group - A.S.K.                                                                                                              23
                                               Scheduling Overview
                                                Projected Phase II
                                                                         Q2 06          Q3 06               Q4 06               Q1 07               Q2 07               Q3 07               Q4 07               Q1 08         Q2 08
ID            Task Name                Start       Finish     Duration
                                                                            Jun   Jul   Aug     Sep   Oct   Nov     Dec   Jan   Feb     Mar   Apr   May     Jun   Jul   Aug     Sep   Oct   Nov     Dec   Jan   Feb     Mar   Apr


1    ASK.2 ASK Phase 2              5/10/2006     5/8/2008      522d

2    ASK.2.1 Develop Project Team   5/10/2006    5/30/2006      15d

3    ASK.2.2 Planning               5/23/2006    6/12/2006      15d

4    ASK.2.3 Requirements           6/12/2006    9/13/2006      68d

5    ASK.2.4 Setup                  8/16/2006    3/19/2007      154d

6    ASK.2.5 Design                 3/13/2007    6/25/2007      75d

7    ASK.2.6 Development            6/26/2007    12/24/2007     130d

8    ASK.2.7 Testing                12/27/2007   2/18/2008      38d

9    ASK.2.8 User Documentation     2/15/2008     4/9/2008      39d

10   ASK.2.9 Implementation          4/9/2008    4/14/2008       4d

11   ASK.2.10 Prototype Developed    5/6/2008     5/8/2008       3d




                  1 May 2006                                             CS 411 Red Group - A.S.K.                                                                                                                        24
                                       Scheduling Overview
                                        Projected Phase III
                                                                            Q2 08           Q3 08               Q4 08               Q1 09               Q2 09               Q3 09               Q4 09         Q1 10
ID            Task Name              Start       Finish      Duration
                                                                          May   Jun   Jul   Aug     Sep   Oct   Nov     Dec   Jan   Feb     Mar   Apr   May     Jun   Jul   Aug     Sep   Oct   Nov     Dec   Jan


1    ASK.3 Phase 3                  5/2/2008     1/5/2010      438d

2    ASK.3.1 Develop Project Team   5/2/2008     5/7/2008       4d

3    ASK.3.2 Prepare Production     5/7/2008     1/5/2010      435d

4    ASK.3.2.1 Manufacture          5/7/2008    1/16/2009      183d

5    ASK.3.2.2 Warehouse            1/16/2009   8/25/2009      158d

6    ASK.3.2.3 Marketing            8/26/2009   12/14/2009     79d

7    ASK.3.2.4 Website              9/2/2009     1/5/2010      90d




                1 May 2006                                           CS 411 Red Group - A.S.K.                                                                                                        25
                      Budget Overview
                     Phase II - Personnel
Title                         Needed       Yearly             Employment           Cost of
                                           Salary              Duration          Employment

Software Engineer                      4      $50,162                      247         $206,500

Senior Software Engineer               1      $73,533                      247          $75,678

Database Analyst/Specialist            1      $95,940                      184          $73,554

GUI Programmer                         2      $56,743                      184          $87,006

Project Manager                        1      $84,546                      520         $183,183

Technical Writer                       2      $39,846                      121          $40,178

Quality Assurance Manager              1      $87,423                      186          $67,753

Marketing Manager                      1      $74,498                      298          $92,874

Overhead – 40%                                                                         $330,690


Total Cost                                                                          $1,157,416

1 May 2006                        CS 411 Red Group - A.S.K.                                   26
                      Budget Overview
                     Phase II - Resources
Resource                                                  Product                     Units   Cost
Terminal Operating System                                 *nix                        5       Free
Compiler                                                  GCC                         1       Free
Database                                                  MySQL                       5       Free
Network Switch                                            Cisco Catalyst 2950-24      1       $550
Network Integration Materials                             Cables, etc.                1       $1,000
ASK Terminal Thin Client                                  Dell Dimension B110         5       $6,000
ASK Terminal Monitor                                      Planar PT1500MU             5       $2,495
ASK Records Server                                        Dell PowerEdge 2850         2       $10,000
Employee Workstations                                     Dell Precision 380          5       $7,423
ASK Terminal Housing                                                                  5       $1,000

Beta Testing Costs                                                                            $100,000

Total                                                                                         $128,468

Store Inventory Database Server (if needed)               Dell PowerEdge 2850         1       $5,000
Store Inventory Database (if needed)                      Oracle Enterprise License   1       $40,000
Total with Optional Database & Server                                                         $174,468

1 May 2006                                    CS 411 Red Group - A.S.K.                                  27
                      Budget Overview
                    Phase III - Personnel
Title                                 Needed        Yearly Salary   Employment       Cost of
                                                                     Duration      Employment


Human Resources Manager           1              $86,539            Annual       $86,539
Customer Service Manager          1              $63,258            Annual       $63,258
Technical Support Manager         1              $89,734            Annual       $ 89,734
Production Manager                1              $61,112            Annual       $61,112
Marketing Specialist              1              $35,357            Annual       $35,357
Legal Specialist                  1              $80,668            Annual       $80,668
Production Staff                  10             $24,876            Annual       $24,876
Technical Support                 10             $47,994            Annual       $47,994
Customer Service Representative   10             $27,804            Annual       $27,804


Overhead – 40%                                                                   $569,363
Total Cost                                                                       $1,992,771



1 May 2006                              CS 411 Red Group - A.S.K.                             28
                   Budget Overview
                 Phase III - Resources
Resource                      Product                                    Units   Cost
Terminal Operating System     *nix                                       10      Free


Compiler                      GCC                                        1       Free
Network Switch                Cisco Catalyst 2950-24                     1       $550
Network Integration Materials Cables, etc.                               1       $1,000


ASK Terminal Thin Client      Dell Dimension B110                        5       $6,000


ASK Terminal Monitor          Planar PT1500MU                            5       $2,495
ASK Records Server            Dell PowerEdge 2850                        2       $10,000
ASK Terminal Housing                                                     5       $1,000
Employee Workstations         Dell Precision 380                         5       $7,423


Total                                                                            $28,468

1 May 2006                                   CS 411 Red Group - A.S.K.                     29
                           Deliverables
                             Phase 1
    Assemble Team
    Papers
            Creative Writing Paper
            Descriptive Writing Paper
            Technical Supports Paper
            Budget White Paper
            User Manual
    Prototype Design
    Market Research
    Project Website
    Lab Prototype
    SBIR Proposal (Phase II)

1 May 2006                        CS 411 Red Group - A.S.K.   30
           A.S.K. Break-Even Analysis


              Break-Even Analysis
Cost per Unit                       $20,119

Price per Unit                      $50,000

Profit per Unit                     $29,881


Units needed for Break-Even            122

Units sold (weekly)                      4

Break-Even Time                         31




 1 May 2006                                   CS 411 Red Group - A.S.K.   31
             Forum/Expert Feedback

 Of 550 people surveyed, 85% would
  go to a store if an A.S.K. was available
 Managers at Radio Shack, Best Buy,
  and Office Max expressed interest in a
  product that would provide the
  functionality of A.S.K.


1 May 2006          CS 411 Red Group - A.S.K.   32
        Happy Shopper = Profit for Store


1 May 2006           CS 411 Red Group - A.S.K.   33
                    Wrap-up

 Poor customer service is a problem
 A.S.K. will:
        Improve  customer’s in-store experience
        Help the store better meet customer
         needs




1 May 2006            CS 411 Red Group - A.S.K.    34
             Prototype: Practicality

 Regular  computer substituted for the
  kiosk during demo
 Simplified database
 Web server instead of an in-store
  server



1 May 2006           CS 411 Red Group - A.S.K.   35
             ASK Prototype Overview




1 May 2006           CS 411 Red Group - A.S.K.   36
             ASK Prototype Database
                    Overview

 MySQL  Database
 Three tables
        Comments
        Glossary
        Sales

 Predictive        Analysis Database


1 May 2006              CS 411 Red Group - A.S.K.   37
             ASK Prototype Database
                Comments Table

 Three         fields
        Date
        Rating
        Description




1 May 2006               CS 411 Red Group - A.S.K.   38
             ASK Prototype Database
                 Glossary Table

 Three        fields
        Word
        Definition
        Quantity   of Queries




1 May 2006              CS 411 Red Group - A.S.K.   39
   ASK Prototype Database Sales
              Table

 Two        fields
        SKU:Stock Keeping Unit
        Coupon




1 May 2006            CS 411 Red Group - A.S.K.   40
     ASK Prototype Database PAD
                Table

 Four       fields
        Date
        SKU
        SpecificKiosk Number
        Items in Stock




1 May 2006            CS 411 Red Group - A.S.K.   41
             Store Inventory Database

    Eight         fields (varies by store)
              SKU
              Name
              Brand
              Price
              Category
              Location
              Number in Stock
              Details

1 May 2006                  CS 411 Red Group - A.S.K.   42
                  ASK GUI Software

    HTML
    PHP
    Images:
              Inkscape
              The Gimp

       MySQL



1 May 2006                CS 411 Red Group - A.S.K.   43
             Prototype Demonstration


      http://cs.odu.edu/~jmiller/ask/new/ask.php




1 May 2006               CS 411 Red Group - A.S.K.   44
1 May 2006   CS 411 Red Group - A.S.K.   45
                      Backup 1:
                Reasons Businesses Fail
   5. Poor Internal Controls and Execution —
   customer service, accounting controls, theft, fraud
   4. Poorly Designed Business Model
   3. Reliance on Critical Financing that Dries Up
   2. Failure to Adapt to a Changing Market
   AND THE #1 REASON? Management in Complete
   Denial…




   1 May 2006                                 CS 411 Red Group - A.S.K.                                     46

Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]
                                        Backup 2:
                                    Kiosk Acceptance




   1 May 2006                                                 CS 411 Red Group - A.S.K.   47

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]
                   Backup 3:
              Competition Matrix
             Available to Associates




1 May 2006           CS 411 Red Group - A.S.K.   48
                      Backup 4:
                    Forum Results
    Would you use A.S.K.?
       85% of respondents (n = 550) said YES
    Respondent Testimonials
       “ You could change the way stores work forever with an
        idea like this. It's awesome.”
       “I think the best part is the item location in the store. I've
        had countless times when I went into a best buy or circuit
        city already knowing exactly what I wanted, but then had
        to spend like 30 minutes finding it. The sales reps are
        sometimes helpful with this, but you can't expect them to
        know the exact location of everything, and this method
        would be much quicker and not waste a sales rep's time.”

1 May 2006                   CS 411 Red Group - A.S.K.               49

								
To top