Case Questions: What Do You Think Are The Sources Of The Inf

Case Questionswhat Do You Think Are The Sources Of The Information Jim

CASE Questions What do you think are the sources of the information Jim and his team collected? How do you think they collected all of that information? Examine PE Table 6-1. Are there any requirements or constraints that you can think of that were overlooked? List them.

Create a list of functional and non-functional requirements for the case as part of a detailed requirements statement. If you were looking for alternative approaches for Petrie's customer loyalty program, where would you look for information? Where would you start? How would you know when you were done? Using the web, find three customizable customer loyalty program systems being sold by vendors.

Create a table like PE Table 6-2 that compares them. Why shouldn't Petrie's staff build their own unique system in-house? HINTS: See the notes for unit 5 regarding functional and non-functional requirements. What is functional depends on user requirements. Non-functional requirements are all the technical, financial, security, control requirements that are essential for the system operation.

Create a table with two columns (one for functional and the other for non-functional requirements) and then list all the functional and non-functional requirements under those two columns. You need to consider everything you did and read about the case so far and come up with functional and non-functional requirements for the new system.

Paper For Above instruction

The case study revolves around Jim and his team's efforts to gather comprehensive information for developing or enhancing a customer loyalty program for Petrie’s business. Understanding the sources of their information, the requirements, and constraints is critical for creating an effective system. Additionally, evaluating alternative solutions, including third-party customizable systems, is an essential part of ensuring the best approach for Petrie’s needs. This paper discusses the origins of the information collected, the potential overlooked requirements, detailed functional and non-functional system requirements, sources for alternative approaches, and a comparative analysis of vendor systems versus in-house development.

Sources of Information Collected by Jim and His Team

Jim and his team likely gathered information from multiple sources to develop an accurate understanding of the requirements for the customer loyalty program. Primary sources include stakeholder interviews with business managers, frontline staff, and customers themselves, which provide firsthand insights into customer behavior, preferences, and expectations. Market research reports, industry benchmarks, and existing case studies also contribute valuable data on best practices and emerging trends in loyalty programs. Additionally, internal data such as sales records, transaction histories, and customer demographic data offer quantitative foundations for designing targeted incentives and reward structures. External sources like competitor analysis, customer feedback, and vendor proposals further enrich the comprehensiveness of their data collection process.

The team probably used surveys, focus groups, and observation to gather qualitative data, complemented by system logs and CRM (Customer Relationship Management) data for quantitative analysis. They might also have examined prior project documentation and industry standards to align their requirements with recognized benchmarks and compliance regulations.

Overlooked Requirements or Constraints

When examining PE Table 6-1, which outlines typical system requirements and constraints, certain aspects may have been overlooked by Jim’s team. These include:

• Legal and Regulatory Compliance: Data privacy laws such as GDPR or CCPA may impose restrictions on how customer data can be collected and stored.
• Accessibility Requirements: Ensuring the system is accessible to users with disabilities, complying with ADA standards.
• Scalability: Anticipating future growth and volume increases, which affect system capacity and performance.
• Integration Constraints: Compatibility with existing IT infrastructure, third-party systems, and POS (Point-of-Sale) systems might have been underestimated.
• Budget and Resource Limitations: Financial constraints could restrict the scope or sophistication of the loyalty program solution.
• Security Measures: Protecting against threats such as data breaches or fraud requires specific security protocols, which may not have been fully specified early on.

Functional and Non-Functional Requirements for the Loyalty Program System

Functional Requirements

• Customer registration and account management capabilities.
• Tracking and recording customer transactions and points earned.
• Automated reward calculation and redemption process.
• Personalized marketing and targeted promotions based on customer data.
• Reporting features for management, including customer activity and revenue analysis.
• Integration with existing sales and POS systems for real-time updates.
• Customer communication via email or mobile notifications.
• Admin control panel for configuration and management of loyalty rules and rewards.

Non-Functional Requirements

• System scalability to support a growing customer base.
• High availability and minimal downtime to ensure continuous service.
• Data security and encryption to protect customer information.
• Compliance with relevant data protection regulations (e.g., GDPR).
• Ease of use for both customers and staff, ensuring a positive user experience.
• System performance with rapid response times during peak hours.
• Cost-effectiveness and efficient resource utilization.
• Robust backup and disaster recovery strategies.

Sources for Alternative Approaches

To explore alternative solutions for the customer loyalty program, the team should begin with market research on existing products and services offered by vendors specializing in loyalty systems. Starting points include industry reports, technology review sites, and vendor websites showcasing their offerings. Attending trade shows or industry conferences focused on retail technology can also provide firsthand demonstrations and insights into available systems.

Partnering with industry analysts and consulting firms can provide comparative analyses and detailed evaluations of leading systems. Furthermore, reaching out to peer companies and participating in case study discussions can reveal practical experiences and lessons learned. Once potential vendor systems are identified, requesting demos and trial periods allows for hands-on testing, ensuring the system aligns with functional and non-functional requirements. A thorough needs analysis, combined with stakeholder input, ensures the evaluation process is comprehensive and targeted.

Comparison of Vendor Customer Loyalty Program Systems

Building a loyalty system in-house is generally discouraged for several reasons. In-house development often requires substantial investment in time, specialized skills, and ongoing maintenance, which can divert resources from core business activities. Moreover, custom-built systems may lack the robustness, security features, and scalability that established vendor solutions offer. Vendors have dedicated development teams focused on updating and securing their platforms, providing ongoing support and compliance updates, which internal teams may find challenging to match. Additionally, vendor solutions tend to be more flexible and customizable than initially apparent, offering modularity that can be tailored without the high costs and risks associated with homegrown systems (Kumar & Reinartz, 2016).

Therefore, Petrie’s staff should focus on evaluating existing systems that meet all critical functional and non-functional requirements, rather than attempting to develop and maintain a complex system internally. This approach allows the business to leverage proven technology solutions quickly, cost-effectively, and with ongoing support, thereby reducing risks and enabling faster deployment.

Functional and Non-Functional Requirements Table

Conclusion

In conclusion, managing a customer loyalty program requires careful planning around the sources of information, system requirements, and evaluation of available solutions. Jim's team must utilize multiple data sources, considering both internal and external inputs to define comprehensive requirements. Overlooked constraints like regulatory compliance and scalability must be addressed early. Selecting a third-party vendor system over in-house development is typically the more prudent choice, offering benefits in security, scalability, and ongoing support. Properly defining functional and non-functional requirements ensures that the final system aligns with business goals and operational needs, fostering enhanced customer retention and long-term profitability for Petrie’s.

References

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