...Content Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and...
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...1.0 Introduction The report is aimed to investigate and identify the key element and the information system activities of the online sales system of Dell. In this system, customers are allowed to purchase electronic devices directly through the internet. First of all, let take a look on the some brief description about the company background and the system. 1.1 Company Background Dell Inc. is a world class e-commerce company that manufactures, sells, repairs and supports computers hardware and other related software and services. Dell does not own any direct stores instead the company is selling its products via online and other dealers or retailers like Wal-Mart and Best Buy. [1] Although the main business operation of Dell is in Round Rock, Texas, United State they have expanded to all the other places around the world with sizable manufacturing facilities in Austin, Texas; Limerick, Ireland; and Penang, Malaysia The founder of the company is Michael S. Dell. In 1 February 1984, Michael Dell founded a company called PC Limited with $1000 in his dorm. At that moment, he was a 19 years-old university student. [2] The company was selling IBM PC-compatible computers that equipped with stock components from various suppliers such as the processor from Intel. After he obtained $300,000 expansion capital from his family, he left the university to work full-time for his newly started business. He is the one who come out with the idea that sell directly to the consumer...
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...importance researcher asked questions from Pizza hut management ‘What was the strategic planning behind ERP (MICROS)’ and ‘What were the main objectives behind ERP (MICROS), and Is Pizza hut as an organisation able to achieve those objectives?’. In reply to these questions Operational support manager replied. Strategic plan behind ERP system was to be a market leader in fast food market and to provide excellent customer service through ERP implementation. According to Operational support manager and area managers of pizza hut the objectives behind ERP were to run the business more efficiently, better product quality and customer service, enhanced financial procedures through real time figures and effective marketing through customer information. Hammer & champy (1993) presented theory of business process reengineering, in their theory they explained that very basic rethinking and essential reforming of business processes to obtain remarkable improvements in current performance is called business process reengineering. Hammer further described information technology is the important factor to help BPR. Pizza hut management identified ERP systems are very expensive to install. The hard work not only finished after installation but organisation have to do more to manage...
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...“conventional” to “online” due to the advantages that it offers. E-commerce, by its simplest definition, is the buying and selling of products and services by businesses and consumers over the Internet. E-commerce sites such as online stores and brochure sites have allowed businesses to deliver and display information about products and services online thus increasing its business opportunities as well as its profits. Infocom Solutions Powerlinks Co. is a Butuan-based company that offers IT products and services for clients around the province. The company is engaged in selling and installation of CCTV Surveillance Cameras, PABX Telephone Systems, Biometrics Identification and Door Access Control Systems as well as computer and networking services. Being a successful contractor of Bayan Telecommunications and a service provider for LECSL installation/configuration, the company is now looking for ways on how to improve their business. Due to this, the researchers develop an e-commerce website for Infocom Solutions Powerlinks Co. that will enable the business firm to showcase their products and services online. In addition, the proposed website will include a knowledge-base system that will provide troubleshooting tips to site visitors with regards to basic computer and surveillance camera problems. Purpose and Description of the Study This study aims to create an e-commerce website for Infocom Solutions Powerlinks Co. that will allow the company to conduct online transactions...
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...Online Sales System Master of Science Thesis [in the Programme Software Engineering & Technology] Haseeb Zulfiqar Chalmers University of Technology University of Gothenburg Department of Computer Science and Engineering Göteborg, Sweden, March 2011 Online Sales System The Author grants to Chalmers University of Technology and University of Gothenburg the non-exclusive right to publish the Work electronically and in a non-commercial purpose make it accessible on the Internet. The Author warrants that he/she is the author to the Work, and warrants that the Work does not contain text, pictures or other material that violates copyright law. The Author shall, when transferring the rights of the Work to a third party (for example a publisher or a company), acknowledge the third party about this agreement. If the Author has signed a copyright agreement with a third party regarding the Work, the Author warrants hereby that he/she has obtained any necessary permission from this third party to let Chalmers University of Technology and University of Gothenburg store the Work electronically and make it accessible on the Internet. Online Sales System Haseeb Zulfiqar © Haseeb Zulfiqar, March 2011. Examiner: Sven-Arne Andreasson Chalmers University of Technology University of Gothenburg Department of Computer Science and Engineering SE-412 96 Göteborg Sweden Telephone + 46 (0)31-772 1000 A Sales System is an online web application of sells forest products, paper in particular, around...
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...Assignment Cover Sheet Unit Name : Charles Darwin UN ~ VEII!. I ' Y A' ~H ta'!a I Unit Code: CMA304 Computer Based Accounti ng Systems Lectu rers Name: School of Law and Business Charles Darwin University Casuarina NT 0909 Phone: (08) 8946 6830 Kevin J CLARK Asses sment T itl e DE Ll ve ~ f1L-E IttI Lodgement Date (dd/mm/yyyy) I Applied for Extension Semester : Assign ment Two - (Systems AnalysisTerm Project) Due Date (dd/mm/yyyy) Two I ;~~2 (dd/mm/yyyy) 2110912012 2110912012 N/A NO YES-to Lodgement Locations : (refer to specific lodgement requirements as set out by the lecturer) The assignment must be lodged onli ne via the Learnline Assignment Lodgement link on the Learnline site for this unit. Ensure your file is named using a file naming convention that allows the lecturer to identify to whom it belongs. Failure to use an acceptable file naming convention may result in your assignment lodgement being rejected. Refer to the endnotes of the aSSign ment detail s for lodgement options if the Learnline Assignment Lodgement link for this unit is unavailable. o 0 0 . . DO NOT LODGE BY FAX nor EMAIL nor at LECTURER'S OFFICE KEEP A COpy Ensure you have a copy of the assignment lodged. If you have submitted assessment work electronically please make sure you have a backup copy. DECLARATION BY STUDENTS I certify that this assignment is my own work, based on my own personal study and research, and that I have acknowledged...
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...NABILA BINTI BAHAROM ID : 62283113524 MODULE : MANAGEMENT INFORMATION SYSTEM (EIB 20203) GROUP : ME 20 INDIVIDUAL ASSIGNMENT QUESTION 1. Describe the order processing system of the chosen business. How does the order processing system improve the customer experience? The business that I choose is Domino’s Pizza. Transaction processing system which is the ordering system is the point of sale system captures purchase and payment data at a physical location where goods or services are bought and sold using computers, automated cash registers, scanners or other digital devices. The inputs, customer orders that describe the type of pizza crust, pizza ingredients and toppings, side orders, and delivery location data. Next, the processes, data update the system's database by collecting data of customer such as the name of customer, the address of the customer and also the phone number of customer and proceed to making pizza as customer’s order. Then, the outputs, as the customer received their order, they will also receive the receipt that include the item of things that they buy from domino’s, the time they make order, also the feedback from the customer. Figure 1.1 : Flow Chart Online Ordering System of Domino’s Pizza The online pizza ordering system improves the process of ordering by rolled out its state-of-the art online ordering system, which includes Pizza Tracker. The system allows customers to watch a simulated photographic version of their pizza as they...
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...kinds of systems are described in this case? Identify and describe the business processes each supports. Describe the inputs, processes, and outputs of these systems. There are three kinds of systems are described in this case. They are the Transaction Processing System (TPS), the Management Information System (MIS), and the Decision Support System (DSS). The Transaction Processing System (TPS) is a computerized system that performs and records the daily routine transactions necessary to conduct business. It is the sales order entry or point of sale (POS) system that captures purchase and payment information. The customer inputs the pizza order that describe the type of pizza crust, the types of pizza toppings, and any side orders. The Transaction Processing System (TPS) then processes the information inputted by the customer and updates Domino’s database with this customer’s pizza order. Next the Management Information System (MIS) helps middle management with administrative activities, controlling, decision- making, and monitoring to see if everything in the process is working well. The Management Information System (MIS) receives transaction data from the Transaction Processing System (TPS) regarding the customer’s order to condense and present this data in reports. Finally the Management Information System (MIS) outputs report information such as type of pizza toppings used, how much time it took to make the pizza, and how long it took to deliver the customer's order. It can...
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...Project Management Project Proposal This project is targeted at developing a comprehensive online order placement system (Bezoz et al. 1999) for utilization in the food items service market which will enable the restaurants to easily and quickly handle an online list of options which client can browse over the Internet and utilize to place orders with only a few mouse clicks. The clients will have to select whether they need the food items to be sent to them or it will be packed for pick-up. The charges or payments will be made upon pick-up or delivery. There will be the software application administrator who will have the privileges to add and handle user accounts, a supervisor who will be handling food items and purchases and last but not least a food deliverer who will be working explicitly with awaiting supplies. The client will be able to view the food items, sign-up and place the order. There will be a verification invoice (printable) for each and every purchase hat is made by the client. The development of this project will be determined by Software Development Life Cycle (SDLC) with HTML and PHP as the development 'languages' while MySQL server will be used as the data source of the project. HTML language is beneficial due to its simple to use and understand approval qualities while MySQL has better innovative functionalities and qualities, is free, has good protection and possess interoperability. The benefits of using PHP language in developing this project...
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...service or item to a customer. (Appian, 2015) Domino's Pizza Inc. main business process is linked to sales, which has different interrelated systems to be written below: 3.1 TRANSACTION PROCESSING SYSTEM A transaction process system (TPS) for Domino's is the registration where all the transactions involving the collection, adjustment and recovery of all transaction data are done. The Characteristics of a TPS consist of performance, consistency and dependability. The main aim is to take and customize orders utilizing a touch screen interface, overseeing sales record and assimilating client data. (Bidgoli, 2014) Business process of Transaction processing system Inputs In this system, it take the order from the customers, as which sort of pizza crust, defined flavour of pizza and toppings, any side orders and name of the location where it is to be delivered. Processing All the required information is updated in database and processing of information through machines, so it starts preparing of pizza in the moment Outputs Outputs includes the status of delivery, received money, client feedback, the quantity of pizza's sold (Bidgoli, 2014) 3.2 MANAGEMENT INFORMATION SYSTEM Management information system largely refers to a computer-based system that gives managers with the tools to arrange, assess and productively manage divisions within domino’s pizza. With a specific end goal to give...
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...1.0 :Introduction 1.1 Background of study This research on system use by the Lazada Company which connected good to activities and also customer use. This report was requested by Miss Rahiza Ranom, lecturer of Management Information Technology. It was asked for on 22 May 2015. 1.2 Objective Objective of the report are to depict to overall of e-commerce through the following grounds: 1.1.1 to study the current system used by the Lazada Company 1.1.2 to study critical evaluation on the contribution of information system in Lazada Company 1.1.3 to identify the weakness of the Lazada Company 1.3 Scope This report inpected on e-commerce of Lazada Company can be beneficial to the society especially in Malaysia. 2.0 : Literature Review 2.1 History of Lazada Company Lazada Company in Malaysia is part of Lazada Group which operates business in Southeast Asia’s well-known as an online shopping and selling destination in Vietnam, Singapore, Philippines, Indonesia, Malaysia and Thailand (Lazada.com.my, 2015). Lazada Company is pioneering e-commerce in the region, Lazada Company had provides customers with a graceful shopping experience to access to the largest customers base in Southeast Asia (Lazada.com.my, 2015). This is their website http://www.lazada.com.my/marketplace/ 2.2 Definition of e-commerce E-commerce is an Electronic Commerce. According to the (Molla and S.Linker, 2015) the definition of the e-commerce is conceptualizations covering a plethora of issues...
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...Requirements 7 3.1 Functionality 7 3.1.1 Sell Configured to Ordered Products. 7 3.1.2 Provide comprehensive product details. 7 3.1.3 Detailed product Categorizations 7 3.1.4 Provide Search facility. 7 3.1.5 Maintain customer profile. 8 3.1.6 Provide personalized profile 8 3.1.7 Provide Customer Support. 8 3.1.8 Email confirmation. 9 3.1.9 Detailed invoice for customer. 9 3.1.10 Provide shopping cart facility. 9 3.1.11 Provide multiple shipping methods. 9 3.1.12 Online tracking of shipments 9 3.1.13 Provide online Tax Calculations 10 3.1.14 Allow multiple payment methods. 10 3.1.15 Allow online change or cancellation of order. 10 3.1.16 Allow Online Product reviews and ratings 10 3.1.17 Offer financing options. 10 3.1.18 Provide detailed sitemap. 10 3.1.19 Offer online...
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...A Project Report On “Online shopping” Submitted in partial fulfilment of the requirement for the award Of BACHELOR OF BUSINESS ADMINISTRATION (CAM) SUBMITTED BY- Shubham Pal BBA CAM 2nd ( Evening ) 02321001910 UNDER THE GUIDANCE OF Ms. Shivani Gupta Asst. Prof. ( IT ) IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY (Guru Gobind Singh Indraprastha University) Acknowledgement An undertaking such as this is never the work of a single person and this study is no exception. I, At a very outset thanks and express my gratitude to all those who directly or indirectly helped me a lot in the completion of the present project work and encouraged, inspired and enthusiasts me in the moments of and made it possible for this report to be in your hand today. First of all I wish to express my profound feeling of gratitude and indebtedness to my project guide MS. SHIVANI GUPTA ASST. PROFESSOR IIMT for sparing her time during completion of this project work. I thank her whole hearted. Shubham Pal BBA CAM 2nd (Evening) Enroll no: 02321001910 CERTIFICATE This is to certify that SHUBHAM PAL pursuing B.B.A (CAM) from IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY has completed this file under my supervision and guidance. He has taken care of all necessary aspects and shown interest and utmost sincerity during the completion of the project file to my full satisfaction. I clarify that the project...
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...[lists] • Business: Largest Online Shoe Retailer with fast efficient order fulfillment. • CSF’s: o Operational Excellence. Primary focus is selling a wide variety of shoes, but also sell other goods such as handbags, clothes and accessories o Focus on customer satisfaction o 4 week Employee training, will full pay o Employee retention, Zappos offered the employees “the offer” after first week of training, which was a 3,000K payout if they chose to quit. o Stocking of a vast inventory of all makes, styles, colors, and sizes, displayed and sold through the enabling power of Web 2.0 o Focused on fast and accurate order processing and speedy delivery to the customer. Website orders are fulfilled fast and efficiently o Zappos owns warehouses and fulfillment centers with an excess or 3+ million shoes, handbags, clothing and accessories, offering the best selection of shoes available anywhere (one stop shop) o Uses eCommerce for the transaction between business to consumer o Best customer service experience, employing approximately 1,600 workers o Offers free delivery and returns as well as a guaranteed 4-day delivery window and a 365-day return guarantee. o Innovated Company that kept culture and work environment ‘fun’ and relaxed. 2. Please complete the following table. Identify the key information systems and the related IT infrastructure investments that enable Zappos’ core business processes: Core Business Process Information Systems IT Infrastructure supplier...
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...Online Shopping System Project Documentation Glamour Basket HDSE-II eProject Sz Aptech Education Center Garden Center, Pakistan PH: +92212237040-2 EMAIL: aptech-gdn@cyber.net.pk URL: http://www.aptechgdn.com Glamour Basket Online Shopping System Page 1 CERTIFICATE This is to certify that Hospital Management System embodies the original work done by Aisha Yousuf, Muniba Shah and Muhammad Babar Khan and Zulekha, in 2011-2012 during this project submission as a partial fulfillment of the requirement for the Aptech Worldwide (Computer Education) Garden Center, Karachi, Pakistan for the final project of the HDSE-II. Mr. Aziz Husain (CEO) APTECH Computer Education Garden Branch Mr. Naeem Zia (Center Manager) APTECH Computer Education Garden Branch Ms. Hajra Ismail (Academic Head) APTECH Computer Education Garden Branch Glamour Basket Online Shopping System Page 2 ACKNOWLEDGEMENT The satisfaction that accompanies that the successful completion of any task would be incomplete without the mention of people whose ceaseless cooperation made it possible, whose constant guidance and encouragement crown all efforts with success. We are grateful to our project guide Mr. Muhammad Waqas Ilyas for the guidance, inspiration and constructive suggestions that helpful us in the preparation of this project. We also thank our colleagues who have helped in successful completion of the project. Aisha Yousuf (Student509323) Muniba Shah (Student503412) ...
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