Name: Queenie 50521735, Violet 50519881 Figure 3: Work system snapshot English Proof-Reading Service Customers Products & Services * Student * Proof-Reading (24 hours, express) * Job applicant - Business Writing * Postgraduate candidate - Academic Paper * Editor(Professors) - Fiction & literatures * Anyone needs proof-reading service * Proof-Reading (Normal) * Ameteur writer - Buz writing - Academic Paper - Fiction & Literatures Work Practices (Major Activities or Processes) * Administrative Assistants collect and receive enquiry from the potential customers. * Administrative Assistants sort, schedule and coordinate service between clients and professor * Or Administrative Assistants follow up the enquiry * Vustomer submits document online * Administrative Assistant confirm price and turnover time to complete editing * Professors edit document * Administrative Assistants / Professor sents complete document back to customer. Participants * Editor (free-lacer) * Web Master * Academic Professions (e.g. Professor) * Administrative assistant Information * Service Package info * Payment * Procedure (Submission) * Terms & conditions of use * Sample documents (Before-andafter) * Recuritment info Technologies * Internet * Fax * Bank Payment System * CRM * Adv. Engine * Telephone * Email
Name: Ronny Wong, Raymond Tam, Melanie Wong Figure 3: Work system snapshot Customers - Bank A/C Holder - E-banking officer - IPO Banking officer IPO Offering via Internet Banking Products & Services - Approval or denial of allocation of shares - Re-deposit of extra funding
Work Practices (Major Activities or Processes) - Customer sends request to Banking to buy IPO - E-banking officer sens request to IPO Banking officer - IPO Banking officer sends request to Underwriter - Underwriter officer allot shares + informs the bank - IPO Bank officer inform customer about allotment - IPO Bank officer re-deposit extra (refund) to customers + deposit shares to customer's account Participants - Bank A/C Holder - E-banking officer - IPO Banking officer - Underwriter officer Information - Applicant's A/C balance, stock price, quantity requested - Award no. of shares - T& C of the shares + refund Technologies - Internet - Web server - internet security / vertifivation
Name: Hlda Cheung 92185914, Emily Kwok 96014325 Figure 3: Work system snapshot etms of Expeditors - logistics company Customers Products & Services - Shipper and consignee (local/overseas) - Cargo movement - Operational staff - Customs brokerage service - Marketing and sales staff - tracking service - Accounting staff - track & trace system Work Practices (Major Activities or Processes) 1. Marketing and Sales staff setup "Standard Operation Procedure" with customers 2. Marketing and Sales staff work out "Standard Operation Procedure" with operation staff 3. Operation staff input customer's information into e.tms for processing the waybill & invoice 4. Accounting staff check invoice date for e.tms to follow up payment 5. Status of shipment will be updated in e.tms for customer to trace/track. Participants - Admin assistance - Shipper and consignee - Operational staff - Marketing & sales staff - Accounting staff Information - Customer's commercial doc (Commercial invoice & packing list + statements) - terms & conditions of rates & liabilities - Ordinances of regulartory parties - Finanacial condition & market prospects - sailing / Flight schedules - buying cost provided by carriers / shippinglines / airlines. Technologies - Telephones - Intranet - Internet - EDI (electronic data interchange)
Name: IP, Cynthia; Wong, Alix Figure 3: Work system snapshot Beauty Salon System (Slimming section) Customers Products & Services * Patrons * BMI measurement * People who make enquiry * Fat Ratio Calculation * Personal weight control scheme * Explanation of scheme * Dietry Advice * Booking of Personal Consultants Work Practices (Major Activities or Processes) * Consultant identify personal weight control scheme. * Consulting sessions between Consultants & Patrons * Presentation of proposal & agreement of patrons + Billing & Payment * Consultants work with facilities officer, Nutritionist * Booking of weight control sessions / services * Periodical re-assessment Participants - Consultants - Nutritionist - Patrons - People who make enquiry - Accounts Receivable Staff - Administrative Assistant Information - body check record - BMI - Fat ratio - weight records - consultancy service consumption (no. of sessions available) Technologies - BMI / fat-ratio calculator (Evaluation tools) - payment system - Internet - Telephones - Internal Database
Name: Phoebe Chu 96014638, Bonny Chau 92185750, Samuel Chan 50521016 Figure 3: Work system snapshot Customers - Shippers - Internal staff e.g. operators - customer services officers - Consignees Fedex Express - Delivery System Products & Services - Ordering and delivery tracking - Quotation - Shipment documents - Warehouse management - Receiving
Work Practices (Major Activities or Processes) - Shippers request quotation and delivery schedule - shippers place orders - Couriers collect the goods from the shippers - Operational staff receive and store the goods in the warehouse - Operational staff arrange appropriate flight for delivering the goods based on shippers' requirements - Upon the arrivals of goods and operational staff arrange the delivery - Shippers or Consignees check the status of delivery if necessary - Consignees sign to confirm upon receive Participants - Customers services officers - Operators - Couriers - Sales representative - Process improvement team Information - Shipment ordering data - Quotation - Shipment documents - Delivery notes - Terms and conditions of shipment Technologies - Internet - Telephones - Handheld - Shipment checking system e.g. Global positioning System - Routing decision making system
Name: ChanLima Lalitkamonsuk, Corey Ho, Chu Wai Man (50526189) Figure 3: Work system snapshot Account Payable System Customers 1. Local staff 2. Supplies 3. Debtees 4. AP department 5.Treasury (IS) Products & Services 1. Approval in the account payable 2. Automatie payment 3. Rejected Payments
Work Practices (Major Activities or Processes) 1. Local staff from ranking countries and original invoices to Account Payable staff in HK 2. A/P input data into Oracle System 3. A/P matched invoice with P.O. 4. Oracle generates payment fie -> print out "cash requirement report" 5. Inform Treasury department in Dollar amount for fund needed 6. Treasury checks if we have sufficient fund for particular unit / country - Yes -> okay to pay - No -> looking for loan (Study cash flow forecast) 7. AP uploads paymen tfile to "FTP" Path 8. TS go to path and up load info to CitiDirect 9. TS seek out for appropriate approval / on line only 10. TS confirm correctness & Finally send file to Citibank ** Remarks: AP = Account Payables, TS = Treasury Participants 1. Local staff 2. Citibank 3. Suppliers 4. Account payable staffs 5. Authorigor 6. IT Staff 7. Treasury staff Information 1. Invoices 2. Purchasing order 3. Bank Statement 4. Cash flow forecast 5. Approval limit Technologies 1. CitiDirect 2. Oracle Finanacial 3. Internet 4. Telephones
Name: Scarlett Chan Lai Wah 50520173, Agnes Au Mei Yee 93590046, Arron Zhony 50656967 Figure 3: Work system snapshot Customers Products & Services 1. Target customer pool (Bank customer - online personal insurance application data base, select young age & good - Explanation of the insurance plan details income class clients) - Policy document & approval certificate from internet 2. General public customer pool (All - payment proof: transaction ref. no. peoples can log in HSBC web site)
Work Practices (Major Activities or Processes) 1. Overview of the terms & condition of the policy, cover details 2. Quick quotation of premium price 3. e-application 4. show customer service hot line tel no. for further enquiry 5. credit card payment for premium through internet bankings system & authorization 6. Print out instant approval certification & payment receipt. Advantages of this business system - instant approval to promote business efficiency - General additional revenue for other sector (i.e. the credit card center) of the same group/company - Convenient for applicant - Save time (both applicant & company) - Save cost (paperless, decrease human effort) Disadvantage of this business system - personal touch / content, customer relationship is weekend - impact on marketing sales staff since sales opportunties shifted / by pass via e-system - expectation gap due to misunderstanding of the product detail, that arouse client complain. Complain from client may cause impact in long time company image.
Participants - credit card center staff - insurance department staff - IT support & development team - marketing department - product development team: logistic, prodct, pricing, marketing & instant approval criteria
Information - applicant's details - policy contents - market e-mail for target customer - terms & conditions of the policy & product
Technologies - Browser base web site - E-mail - Internet - Tel (customer service hotline enquiry) - credit card payment system - e-banking system
Name: Allie Siu 50594008, Lee Ho Kuz 95088680, Antonio Chan 91881099 Figure 3: Work system snapshot Customers - corporate clients - producer - administrator - Event specialist Event Management System Products & Services - Types of event, e.g. Exhibition, Gola Dinner, Conference, Road Show. - Venus - Requirement of decoration e.g. Effect, lighting, PA System, Background
Work Practices (Major Activities or Processes) - Clients brief event specialise for their event needs. - event specialist discuss with producer and Administrator for the best solution to the client. - Producer create the event proposal with budget information - Event specialist present the proposal with creative idea to corporate client - corporate clients provide feedback for minor changes - Event specialist gather information with Administrator & Producer - Corporate clients approval for the revised proposal & repitch(?) - Producer start process the show with the items in work order - administrator keep check press & budget during implementation & before show day - If everything OK, shows/event will be in schedule Participants - Corporate client - Producer - Events specialist - Administrator - Project assistant Information - Terms & conditions - vendor information - Manpower Allocation - Licensing info - Venues requirements - insurance info Technologies - PA System - Video Conference - Internet - Intranet, Skype - telephone - Powerpoint - Production software
Name: Chung Chi Keung, Terry 50520542, Co Beng Yu, Peter 88000763 Figure 3: Work system snapshot For A Pre-shipment Inspection of a 3rd Party Inspection Company Customers Products & Services - shipment owner & their related - Pre-shipment inspection service teammate if any, like technical, - inspection report shipping team, marketing & so on - Inspectors of the inspection company - Accountant of the inspection Co. - Suppliers / Manufacturers
Work Practices (Major Activities or Processes) - Customers provide their agreed P.O. copies with their suppliers / manufacturer(s) & an approval inspection reference samples (for new product only) - Supplier(s) / manufacturer(s) inform inspection company about the inspection date by using inspection booking form through fax / e-mail when the shipment ready - Conduct inspection as per the fixed & agreed schedule. - Issue inspection report once the inspection finished to customer(s), supplier(s)/manudacturer(s) by email. - Accounts department issue e-invoice to charge customer as per agreed charge rate - customer settle down the inspection payment as per the agreed time frame. Participants - Shipment Owner - Supplier(s) / Product manufacturer(s) - Inspector - Inspection report type writer - QA manager for Inspection result approval - Accounts Information - Invoice / P.O. copies from cutomer - Product specification / customer requirement - Job invoice to customer after inspection Technologies - Spreadsheets - Internet - Telephones - e-mail - Fax
Name: Chow King Sze 50289630, Edward Wong 50520081, Lip Oi Yan 50521378 Figure 3: Work system snapshot Customers Outsider - Gamblers - Sharklonaners - Money Laundry parties Insider - Account creating officer - Loan arrangement officer - Risk management officer - Security officer - Betting monitoing staff Offshore Online Betting System Products & Services - Betting (on-line) - On-line sharkloan services - Money Laundry arrangement - Personal data verification - Potential loaner search services - approval of services application (accept and reject betting loan application or money laundry arrangement)
Work Practices (Major Activities or Processes) - Loan arragement office identities loser need a loan as well as the parties need to lend money with extremely high interest rate - Loan arrangement officer as a coordinator to help both parties to reach loan agreement through coordinating the both parties - Loan arrangement officer drawn up the loan package when agreement was reached - Submit the loan agreement to the risk management officer / security officer for vetting - Loan arrangement officer informs the outcome of application to both sharkloaner & money borrower Participants - Gamblers - Sharkloaners - Money Laundry parties - Risk management officer / security officer Information - Applicant address - Applicant family particulars - Loan term - outcome if the loaner do not pay back. Technologies - GPS + GIS (Global information system) - Internet phone - Internet - Decision Support Software - Database for Sharkloaner / great Gamblers / Money laundry parties / gangs
Name: Gary Chan 50545850, Jim Wong 50315731, Alex Tong 50443279 Figure 3: Work system snapshot POS System of Retailing Customers - Cashier Staffs - Buyer - Sales manager & Supervisors - Designer - Logistic staffs - Consumer Products & Services - Sales information - Payment settlement with customers - Inventory control - Providing decision-making information (e.g. chart…etc) - CRM - Payment Settlement with bank
Work Practices (Major Activities or Processes) - Input sales data by cashier staffs - Provide "exchange" or "refund" services if necessary - Input customer's information (e.g. Name, Address, Contact no.) for membership program - Retrival of customers information for VIP promotion or update - Retrival of sales data from buyer & logistic staffs to do replenishment (?) - Division managers retrive the sales information for marketing decision - Designer use information to predict the trend Participants - cashier staff - buyer - bank - sales manager - designer - logistic staffs Information - Sales Information - Customers Information (Name, address, references, etc.) - payment Information - inventory Information Technologies - spreadsheet - barcode reader - RFID - Decision support software for marketing decision - Internet - Payment gateway - ERP including CRM
Name: Mon Ng, Margaret Lee Figure 3: Work system snapshot Order Tracking System Customers - oversea subsideries - customer services team (CS team) - HK officers Products & Services - purchase summary - PO status report - Order status follow up - inspection date tracking
Work Practices (Major Activities or Processes) 1. CS team receive PO from oversea subsideries input into system 2. CS team ask supplier to advise plan inspection date 3. CS team confirm supplier with actual inspection date 4. CS team arrange inspectors to perform inspection. 5. CS team ask overseas subsideries to release shipment 6. CS team ask supplier to shipment details 7. CS team generate PO status reports for overseas subsideries 8. CS team generate purchase summaries to HK offices Participants CS team HK others Information - Po Information - vendors d-base - subsideries data-base Technologies - spreadsheet - E-mail - Telephone - Fax
Name: Loretta Li, Gerald Ma Figure 3: Work system snapshot UPS - Parcel delivery and tracking system Customers Products & Services - individual clients - on time collection and delivery of parcels - corporate or government clients - tracking capability during delivery process - client service representatives - parcel dispatch and delivery personnel
Work Practices (Major Activities or Processes) - client calls hotline or walks into service centre for delivery quotations - After confirmation of terms, UPS sends collection staff to pick up the parcel from client's location and assign receipt and tracking ID - collection staff bring the parcel to central warehouse for dispatch assignment - dispatch control assigns fastest routing automated business intelligence capability - parcel is sent through assigned routes e.g. trucks -> air -> trucks -> destination - UPS client can use the web to track location of parcel 24 x 7 Participants - individual clients - corporate or govt clients - client service reps - parcel dispatch & delivery personnels - competitors acting as clients to understand process - internal accounting administration departments of UPS - warehousing staff & UPS Information - client detail and destination detail - electronic receipt - tracking I.D. - terms and conditions - routing intelligents - transportation logistic assignment - order qoutation confirmation - payment confirmation Technologies - GPS tracking - wireless handheld devices used by delivery staff with GPRS capability - business intelligence analytics to assign routing - web or phone access to service or tracking
Name: Kelvin Tang, Anja Borring Figure 3: Work system snapshot Buying system of food Customers * Internal customer - student - staff - teacher * External customer - Guest Products & Services - food - drinks
Work Practices (Major Activities or Processes) * Customer go to the menu of today and select an items * Queue up in front of the cashier * Tell cashier what the items * Cashier type and print out a recipts of selected food * Bring the recipt to the correct good counter to collect the food * Queue up again and pick up the food Participants * Cashier * Internal and External customer * Staff to serve the good Information * Prices of items * Record of receipts Technologies * Telephones * Cashier machines * Octopus System
Name: Amy Tai 93112073, Mark Ip 90922155, Samuel Mok 50176253, Frank Shek 94904719 Figure 3: Work system snapshot Investment system Customers - investor - fund manager - relationship manager Products & Services - agreement - transcation document - investment products - investment advise
Work Practices (Major Activities or Processes) - Relationship manager identifies the businesses opportunities - Relationship manager & client negotiate terms & conditions - Relationship manager & client confirm the investment fees - Sign investment afreement - Excute the investment agreement - clients transfer assets to investment company to start investing - Fund manager make the decision to invest for clients - trafer place the investment order - operation department produce regular investment report to clients Participants - investor - fund manager - operation department - trader Information - investment report - terms and conditions of investmet - market prospects Technologies - spreadsheets - internet - telephones - bloomberg - decision support software for investment evaluation
Name: Karen Lo 50520112, Fang Oi Chrissy 50650557, Maggie Li 50651867 Figure 3: Work system snapshot Swile Resources Ltd. - Credit approval for footwear wholesales Customers Products & Services - Corporate customers - Approval or denial of the credit application - Sales excutives - Explanation of the decision - Credit officer - Credit status evaluation - Financial controller
Work Practices (Major Activities or Processes) - Sales executives identifies potential corporate customers that want to sell the footwear in their retail outlets & vice versa - Sales executives negotiate the trading terms - Sales executives assembles a credit application for submission to the credit officer - Credit offices evaluate the credit application witht he supporting of company search & legal search result - Financial controller approves or denies the credit application - Sales executives conveys the decision to corporate customers Participants - Sales executives - Corporate customers - Credit officer - Finanacial Controller Information - Applicant's Financial statements and market prospects - company search & legal search result - credit limits & credit approval assessment Technologies - spreadsheets - Internet - telephone - fax - E-mail
Name: Lau Wing Kit 50104128, Eric, CM Tang 50545419, Raymond Lam 50520787 Figure 3: Work system snapshot For product submitting, teaching and reporting system. Customers Products & Services - Retailers - Product testing status - Manufacturers - Prodcut testing reports or certificate of compliance - Purchasing Companies - Customer Services Department
Work Practices (Major Activities or Processes) * Retailers provide purchase order information to use through EDI system * Manufacturers get the purchase order from retailers and then send samples to laboratories for testing * Laboratories get samples and log into system * Laboratories perform tests * Laboratories upload test results into web page * Report generation Department generates report and upload into webpage * Retailers and manufacturers get the results and reports from web page * Customer Services Departments reply enquiries through e-mail and information retrieves from system Participants * Operation Department - sample control department - Testing Laboratories - Report Generation Department * Retailers * Manufacturers * Purchasing companies * CS Departments Information * Sample Descriptions * Testing requirements * Test turn-around -time * Status * Results Technologies * Internet Access * Webpage/Technology * EDI *Automatic Report Generation * E-mail / Telephones