ISFM-300 Case Study Stage 2 Business Process Analysis And Fu
ISFM-300 Case Study Stage 2 Business Process Analysis And Functional
Review instructor feedback from the Stage 1 assignment, re-read the “UMUC Haircuts Case Study," and the Stage 1 assignment, along with the “Walmart Example.” Develop a document that analyzes the customer appointment process at UMUC Haircuts to identify the functional (business) requirements for an IT system that supports this process. The analysis should involve creating a table that details for each process step: the inputs (specific data entered), the processing actions (system responses or actions), and the outputs (data displayed or printed). Include details for the seven appointment process steps and two additional processes: styling service time/cost entry and customer payment processing. Use the process model provided as an Excel file for accuracy.
Paper For Above instruction
Introduction
UMUC Haircuts has adopted a differentiation strategy as its competitive advantage, focusing on providing tailored and high-quality hair styling services to its clientele. To enhance its operational efficiency and customer satisfaction, Myra, the owner, seeks to improve the customer appointment scheduling process through an information system. The selected business process for improvement is the Customer Appointment Process, which is central to managing customer interactions and operational flow. This initiative aims to streamline scheduling, accommodate changes efficiently, and ensure seamless communication among staff and customers.
Table of Functional (Business) Requirements
| Steps in the Appointment Process | Process Step | Input | Processing | Output |
|---|---|---|---|---|
| 1 | Customer requests appointment via online portal or phone | Customer name, contact info, preferred date and time, stylist preference, service requested | System verifies customer data; checks stylist availability; logs request | Confirmation of appointment slot, or suggested alternative times; customer notification |
| 2 | Myra reviews appointment requests | Pending appointment requests from system | System aggregates requests; Myra reviews and approves or reschedules requests | Confirmed appointment entries in system; notifications sent to customers |
| 3 | Employee schedule development | Employees enter their availability (dates and times) | System records employee availability; identifies open slots | Updated employee schedule displayed to staff and Myra |
| 4 | Customer schedule confirmation | Confirmed appointment data | System displays final schedule to customers via email or app | Customers review and confirm or request modifications |
| 5 | Customer appointments entered into system | Customer name, appointment time, stylist, service requested | System logs appointment; allocates resources; updates stylist schedule | Appointment confirmation receipt printed or emailed to customer and staff |
| 6 | Schedule adjustments | Changes in employee availability or customer appointments | System updates schedules accordingly; notifies affected parties | Revised schedule displayed; notifications sent |
| 7 | Final schedule distribution | Approved and finalized schedule | System makes schedule accessible to staff and customers | Schedules available on display or through app for staff and customers |
| 8 | Entry of styling service time and costs | Service type, estimated duration, and cost | System records service details; updates customer invoice as needed | Service details accessible for reporting and billing |
| 9 | Payment processing | Customer payment information (cash, card details) | System processes payment; updates customer account; issues receipt | Payment confirmation; updated transaction record in system |
Conclusion
Improving the customer appointment process at UMUC Haircuts through an efficient information system aligns with the company’s strategic goal of differentiation. The detailed functional requirements outlined above demonstrate how system capabilities can streamline scheduling, accommodate changes rapidly, and enhance customer experience. By automating key steps such as request handling, confirmations, schedule adjustments, and payment processing, UMUC Haircuts can reduce operational errors and improve responsiveness. This systematic analysis provides a foundation for designing an effective IT solution tailored to the specific needs of the business, thereby strengthening its competitive position in the salon industry.
References
- Allen, R. (2017). Systems Analysis and Design. Jones & Bartlett Learning.
- Laudon, K. C., & Laudon, J. P. (2020). Management Information Systems: Managing the Digital Firm (16th ed.). Pearson.
- O'Brien, J. A., & Marakas, G. M. (2011). Management Information Systems (10th ed.). McGraw-Hill/Irwin.
- Avison, D., & Fitzgerald, G. (2006). Information Systems Development: Methodologies, Techniques, and Tools (3rd ed.). McGraw-Hill Education.
- Schwalbe, K. (2018). Information Technology Project Management. Cengage Learning.
- Turban, E., Volonino, L., & Wood, G. (2015). Information Technology for Management: Transforming Organizations in the Digital Economy. Wiley.
- Alter, S. (2013). The Work System Method: Connecting People, Processes, and IT for Business Results. CRC Press.
- Venable, J., Pries-Heje, J., & Gallupe, R. (2016). Requirements Engineering and Business Process Modeling: Opportunities for Integration. IEEE Software, 33(2), 66-72.
- Leffingwell, D., & Widrig, D. (2003). Managing Software Requirements: A Use Case Approach. Addison-Wesley.
- Boehm, B. W. (1988). A Spiral Model of Software Development and Enhancement. ACM SIGSOFT Software Engineering Notes, 11(4), 14-24.