Assignment 13 (Due: March 9, before 01:00pm)

Find time to visit and observe (minimum of 3 visits) the operations of CDR-King ... Suggest ways and means on how to improve their business process. Develop a use case diagram and brief description, an activity diagram and a data flow diagram.

CDR-King is one of the biggest computer-related items distributor. Our facilitator Sir Randy Gamboa assigned us to analyze their business process since they are leading in producing computer paraphernalia but they still doing manual operation especially in checking if the items is available or not.

Below is the Data Flow Diagram of CDR-King Business Functions.


I consider Business Process Improvement and Automation as the alternatives to have a fast and efficient service for its clients.
*Automating the task Checking if the Item is Available would be necessary so that the customer will not waist so much time just to know if the item is available.

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NAME: Patrick Duane Valle
Course/Year: BSCS III
Assignment 13

Find time to visit and observe (minimum of 3 visits) the operations of CDR-King ... Suggest ways and means on how to improve their business process. Develop a use case diagram and brief description, an activity diagram and a data flow diagram.

CDR-King is a company that sells product related to the computer like flash disk, mouse, router, lights for the computer and others. All over the years, they earn reputation and popularity in terms of cheapest gadgets. As you visit one of the branches of CDR-King, you will notice that the employees are so busy because of the costumers. We are now going to evaluate the system of the company on how to improve their business process.
I draw the current system and to be system so that we can compare.

DATA FLOW



USE CASE DIAGRAM



BRIEF USE CASE DESCRIPTION

CURRENT SYSTEM-------

SELECT ITEM (actor: customer, sales man) - in this case, the customer get a priority number and if the number is called, the sales man will entertain the concern of the customer. After selecting an item, it is being pass to the cashier.

PAY ITEM (actor: customer, Cashier employee) – The cashier employee will record the product manually for warranty purpose. The customer pays for the item(s) and cashier sign the record book for authentication purpose and then the customer is also ask to sign. The cashier provide receipt for the transaction and give it to the customer.

ITEM CHECK (actor: customer, tester employee) – The customer has a freedom to test the item(s) if it is fully functional. The tester will ask for the items and if it’s not functioning properly, they can replace it.

ITEM STOCK (actor: Sales man, tester employee, Stock employee) – If there are defected items or the display product is nearly consume by the customer, she will get another additional stock.

SUGGESTED SYSTEM--------

SELECT ITEMS (actor: customer, cashier/ sales employee) – In this new system, sales employee can be a cashier at the same time to speed up the transaction process. The customer gets a priority number and if the number has been called, the customer will be entertained.

PAY ITEMS (actor: customer, cashier/ sales employee) - After choosing item(s), cashier/sales employee recorded the names and details of the product. The customer pays for the selected item(s) and the cashier/sales employee sign the record book and so as the customer. The cashier/sales employee provides receipt and the customer received it and also the item(s).

ITEM CHECK (actor: customer, tester employee) – The customer has a freedom to test the item(s) if it is fully functional. The tester will ask for the items and if it’s not functioning properly, they can replace it.

ITEM STOCK (actor: Sales man, 2 Stock employee) – If there are defected items or the display product is nearly consume by the customer, she will get another additional stock. Additional function for this item stock is they will also hold calls from the customers.

CALL FOR ORDER (actor: customer, 2 Stock employee) – The customer have a choice to go physically into the shop or call. This time, the customer calls to order product. The stock employee check the product if it is available. If it is available, the employee gets the address.

DELIVERY (actor: customer, Delivery boy) – After the customer calls for an order, the stock employee rely it to delivery boy. The delivery boy delivers the product to the address given by the customer. After the boy rich the address, he/she give the product to the customer and the boy will ask the customer to sign the receive form and then the boy will give receipt for the transaction.

ACTIVITY DIAGRAM




Suggestion:
My suggestion to improve the system of cd-r king is to combine the two employees from the cashier and the sales lady. For they do this, the work will shorten because the customer don’t need to walk into another employee for paying the products. Another is to add new employee in the stack holder part of the system. The reason behind this is that the two employees will be responsible for answering the calls from the customer. My main idea is to add a delivery system to extend their market area. It is also needed to hire new employee for the delivery service. 5 people is enough to cater all those calls.

Additional:




This is how busy CDR-King is and this time, we waiting and we are not in line because each of us has priority number. The process are slow because only 1 person is assign for the payment system and because of this, sometimes customer tend to walk away because of the delays.



The reason why they are into manual process like writing transaction history is because of the warranty issues. They tend to do that to authenticate every process. That's what they told us.

CD-R King

Observations:
The Process
• To accommodate costumer, the have to get a piece of paper that will indicate their queue
• the costumer that will be served will be called and surrender their Queue number to the Attendant
• the costumer will choose the items that will be purchased
• the attendant will test the product in the testing area
• When the costumer is satisfied with the quality of the product, the attendant will now issue a receipt and give instructions about the warranty of the products.
• The costumer will then pay the items that are purchased to the attendant
• The attendant then give the payment to the cashier.
The Area
• Most of the products were hanged and some of the products are displayed through the mirror.
• There is no waiting area
• No security guard

Suggestions:
• I suggest that it would be better if they will change the system of accommodating the costumer to make the service fast and more convenient. The changes will be about how the product will be displayed, it is better to display it like a display in a book store or convenience store or a grocery store to avoid the queue in searching for the item or finding the item in the store. With that, it would be needed to add more cashier in order to lessen the queue when paying for the items that will be purchased.
• To avoid theft and shoplifting, it would be needed to have security guard and a device that will detect items that was not paid like in the clothing line stores .

Use Case



Check Item Availability
Use Case: Get Queue Number
Scenario: The costumer will get his/her Queue number to have position in the queue
Use Case: Call Number
Scenario: The Attendant will call the next number to be serviced
Use Case: Check Item
Scenario: The Attendant will check if item is available to their shop and to their stock

Test Item
Use Case: Approve item Quality
Scenario: The costumer will approve the quality of item
Use Case: Issue Warranty
Scenario: The Attendant will issue warranty to the costumer for the item
Use Case: Packing Items
Scenario: the Attendant will pack the item
Use Case: Give item to the Testing Area
Scenario: The Attendant will give the item to the Testing Area to test the item
Use Case: Test Item
Scenario: The Testing Area Guy will check the quality of the items

Payment
Use Case: Give Payment
Scenario: The costumer will give payment to Attendant
Use Case: Give payment to Cashier
Scenario: The Attendant will give the payment to the Cashier
Use Case: Get Payment
Scenario: The cashier will get the Payment

CD-R King is a store in here the Philippines that sells computer parts and computer gadgets at a very cheap price. They are located on malls alongside other computer stores that sell the same goods. This shop has a mission of providing reasonably priced products to the Filipinos. In our three days observation in CD-R King, together with Alexander Manlod, we observed one disadvantage on their business process. This is also our own experience on buying something from CD-R King. When buying on their store, you will experience a quite long time of standing and waiting before you can get the item you want to buy. This is because the store is crowded with customers, and they only have two to three salespersons in a stall, and they are even slow in giving your receipts as most of their products are covered by some warranty, and it has taken me nearly an hour to fall in line in a queue to complete my purchase.

Now, from that observation on the business process of CD-R King, we can create a suggestion on how to improve their business process. Below are the diagrams that shows the process that I want to suggest to CD-R King.










Automation takes time, money and marketing, which few people in the business really have, or can afford. But this would be a big help to increase costumer satisfaction and improve services.

My observations on the store CDR KING:

• The costumer will get his/her priority number.
• The costumer will wait for his/her number to be called.
• The customer will be served and choose an item.
• The CDR KING attendant will test the product.
• If the costumer decides to buy the product, the attendant will give the warranty of the product.
• The customer will pay the product.
• The attendant will issue the receipt.
• The attendant will give the money to the cashier
• The attendant will give the product and the receipt to the customer.

My suggestion on the process of paying and choosing an item on the store CDR KING is that to avoid waiting, before getting a priority number, the customer will check if the item he/she chooses is available. After that, the customer now will get a priority number. Also, there is no waiting area. There are only at least 2 attendants will serve their customers.

SUGGESTED CDR KING PROCESS



Use case for CHECK ITEM
1. The customer will ask the item checker if the item is available
2. The customer will get priority number

Use case for PRIORITY NUMBER
1. The customer will get his/her priority number
2. The customer will wait for the number to be called

Use case for PRODUCT TESTING
1. The attendant will entertain the customer
2. The attendant will get the product
3. The customer decides to buy the product
4. The attendant will issue receipt

Use case for PAYMENT
1. The customer will pay the product
2. The attendant will get the payment
3. The attendant will pay at the cashier
4. The attendant will give the product and the receipt

Suggested CD-R King Activity Diagram


Suggested CD-R King Data Flow Diagram

MY SUGGESTION:

My suggestion is that, there should be two attendants entertaining the customer, one attendant will check if the item is usable and good to use and the other attendant tells the customer on how to use the item and also it tells about the terms and condition of the store.

USE CASE DIAGRAM



DATA FLOW DIAGRAM



ACTIVITY DIAGRAM

Suggestion:
CDR king initially lack of human resources that could entertain customers at a time. they should improve their peopleware to cater all of the customers and clients that keep coming. at some point, they spend too much time on paper based transactions such as issuing official receipts and other process involving on the company. on today’s business strategies, upgrading automation are not just an option to a company, but one of the process in determining the success of its business.

USE CASE


USE CASE DESCRIPTION


ACTIVITY DIAGRAM


DATA FLOW DIAGRAM

EVIDENCES

As we had visited CDR-King in Victoria Plaza branch, we first observe their operations regarding in customer services and any concerns in their products or items. I can say that they have a quality customer services because they have knowledge in all kinds of technology products and items that their store are providing. They can address all the concerns of the customers and they can provide all kinds of answers in the problems in their products and items because they assigned at least a single staff for their customer assistance so that they can provide a quality services in their customers. I also have transactions in other branches, in CDR-King Gaisano Mall and CDR-King Gaisano South Citimall. In those branches, they have the same processes and problems with the CDR-King Victoria Plaza branch. Their transactions in cashier are manual and it is time consuming because of that, and it also affects the other customers who are waiting for so long.

In my own opinion, they must adapt an automation process in their transaction in cashier because it is really time-consuming in manually writes all the transactions. That is also the reason why their transactions are very slow when there are many customers. As I have observed everytime I buy a product in CDR-King, there is always this feeling of impatience because of a very slow process of transaction. So adapting an automated process in their cashier can be very beneficial for the customers because it can speed up the processes of their transactions. I must also suggest about their priority numbers because it is also the reason why the customers are waiting so long because some bastard people can interchange the numbers in their stand. Instead of having a queuing number in the priority, it is interchange and the larger number is now in the front line, and that is also the reason why the customers waited for a long time because he picks a number that is not in order. So I want to suggest having an automated process of getting priority number just like flashing in a screen the queuing numbers and the CDR-King Staff is the one who gives the priority number to the customers to avoid interchanging the numbers by the other people.




Use Case for Priority Number
Actors: Customer, CDR-King Staff
The Customer must get a priority number because the CDR-King store is applying a queuing process in their customers.

Use Case for Order Item
Actors: Customer, CDR-King Staff
After the staff called the priority number of the customer, the customer orders his desired item. The staff must check the item if it is available then it presents to the customer.

Use Case for Paying Item
Actors: Customer, CDR-King Cashier
The customer now pays the item and must write his name and signature in the receipt for the warranty of the item.





CDR-King Victoria Plaza Branch

CD-R King is known for its products and services. Products, CD-R King provide wide selection of products from computers parts and devices up to home and office supply needs which that are in line with technology. One stop media provider, they’ve got most of our needs with regards to technology and the products of it. And the best of all, CD-R King provides quality products with reliable warranties on it at a cost na swak sa masa and that is the reason why CD-R King is successfully in business nationwide.
Due to the product’s prices that customer would prefer buy at CD-R King making its stores to be crowded and full of customers during business hours. And with this, customers would have to wait for a long period of time just to buy their needs. Even though they provide priority numbers, it does not help with the situation due to these problems:
- Manual issuance of receipts to every product being purchase by the customer.
- Slow service time of sales person,. Napakarami na nga ng tao eh pa bagal-bagal pa ang sales person.
- Lack of Sales Person.
It is a pain kung isang item lang ang bibilhin mo tapus kailangan mong mag wait ng for almost a hour. In my own perspective, I would suggest that:
- CD-R King should adapt automated issuance of receipts on purchase products.
- Increase number of sales person on the store but only on those times that customers are many.
- Train sales person to be quick in making transactions to the customer but see to it that customer is still entertained well.

Use Case Diagram


Use Case Description


Activity Diagram


Data Flow Diagram

Assignment 13

Find time to visit and observe (minimum of 3 visits) the operations of CDR-King ... Suggest ways and means on how to improve their business process. Develop a use case diagram and brief description, an activity diagram and a data flow diagram.