0-5%
5-10%
10-15%
15-20%
20-25%
25-30%
35-40%
40%+
- What is your basis for allowing customers to hire videos? (Please tick)
Members (with a member no.)
Regular Customers
Any Customer
Other (Please State) _____________________________________
- What details do you record on customers? (tick as appropriate)
Name
Address
Telephone number
Any debts they have to the business
Member number
Other (Please State)
_____________________________
Stock
- How many videos do you currently stock? ___________videos
- How much do you charge for the hiring out of a video? £_________/video
- Is the system - Computerized (Please tick)
Manual?
- Where do you store your files? (Please tick)
On computer
In a filing cabinet
On magnetic tape
In a log-book
Other (Please State)
____________________________________________
- How do you separate different files? (Tick as appropriate)
Customers
Fines due
Video Details
Suppliers
Other (Please state)
______________________________________________
Fines
- How are fines recorded? (Please tick)
Letter sent out
Customer asked in person
Telephone
Other (Please state)
______________________________________________
- Can a customer hire a video out if they have an outstanding bill?
Yes / No (Delete as appropriate)
- What is your policy on late returns?
__________________________________________________________________________________________________________________________________________
Employees and Information flow
- How many staff do you employ?
_______________________________
- How is information passed to sub-ordinates?
_____________________________________________________________________
- What information is passed on to employees?
_____________________________________________________________________
- Where is data found e.g. customer information?
_____________________________________________________________________
- What documents are used in collecting information?
Invoice
Membership Application form
Order Form
Customer Request form
Other (please state) ________________
What outputs does the system create?
_____________________________________________________________________
Future System
- Do you think there is a need for a new system?
Yes / No
- Would you like the new system to be
Computerized or
Manual (delete as appropriate)
Other
- What problems do you personally find with the current system? (Please tick)
- Time consuming
- Takes up a lot of space
- Causes loss of stock
- Expensive
- Difficult to use
- Causes problems in training staff
Uses a lot of paper
Causes inaccuracy
Duplication of Data
Lost/misplaced records
Problems in retracing records
Other: please state
Customer Questionnaire
- Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire
1. Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire
- Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire
- Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire
- Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire
- Are you happy with the current workings of taking out a video?
Yes / No / Not Sure
- Do you feel it takes up a lot of time to rent out a video?
Yes / No / Not Sure
- Do you feel uncomfortable when the sales assistant checks your name for fines?
Yes / No / Not Sure
- Do you think a new system is necessary?
Yes / No / Not Sure
- Do you think the system would be better if it was to be computerized?
Yes / No / Not Sure
- Do you think having a membership number/card would be beneficial?
Yes / No / Not Sure
Customer Questionnaire Results
Employee Questionnaire
- Are you happy with the current system for renting videos?
Yes / No
- Do you find the system to be:
Time consuming
Awkward to use
Inaccurate
Effective
- Do you think the system would be better if it was to be computerized?
Yes / No
- Do you find there are problems in deciding whether or not a customer should be allowed to rent videos?
Yes / No
- Do you find records are often lost/misplaced?
Yes / No
- Is it difficult to retrace records?
Yes / No
Employee Questionnaire
- Are you happy with the current system for renting videos?
Yes / No
- Do you find the system to be:
Time consuming
Awkward to use
Inaccurate
Effective
- Do you think the system would be better if it was to be computerized?
Yes / No
- Do you find there are problems in deciding whether or not a customer should be allowed to rent videos?
Yes / No
- Do you find records are often lost/misplaced?
Yes / No
- Is it difficult to retrace records?
Yes / No
Employee Questionnaire
- Are you happy with the current system for renting videos?
Yes / No
- Do you find the system to be:
Time consuming
Awkward to use
Inaccurate
Effective
- Do you think the system would be better if it was to be computerized?
Yes / No
- Do you find there are problems in deciding whether or not a customer should be allowed to rent videos?
Yes / No
- Do you find records are often lost/misplaced?
Yes / No
- Is it difficult to retrace records?
Yes / No
Employee Questionnaire Results
Statement of the purpose of the system
The purpose of the system is to analyze and improve the current system of storing video details for a range of customers enabling sales assistants to have easier access to customer details including name, address, telephone number, any outstanding fines or bills and any videos they currently hold.
To be able to store and update information is also necessary, as is the storage of video details. This includes the video name and number, suppliers’ details, when it was purchased, the amount of a particular video currently in stock and the amount of such a video held by a customer. Such videos should also be arranged according to what section they belong, e.g. horror, comedy, etc, and should then be sorted according to video number.
The system has many deficiencies including time wastage, lost records and it is awkward to use.
Fact-finding was carried out through the questionnaire (pg4). The information gathered from this questionnaire, given to the manager, was used give me an insight into the running of the business. I then interviewed the manager and sales assistants to identify any other factors relevant.
I think that the introduction of IT may be very beneficial to the business, but further analysis will have to take place before I can determine if or how it could be used.
Definition of the Scope of the System
Details on all customers and all videos available to all staff. The system that I will analyze includes the borrowing of videos, overdrawn videos and ordering videos from the supplier. I do not intend to examine employee records or any other section of the workings of the shop.
User Requirements
That shop assistants can:
- Locate customer details
- Record customer details
- Locate video details
- Access if a video is available or has been taken out
- Fines are automatically updated to customers details
- Update status of videos
- Save updated records
- Access what customers have overdue videos and
when they have to be notified i.e. after seven days
- Give customers membership cards to avoid any
problems with new staff
- Avoid any cases where stock is lost due to inefficiency
That customers can:
- Discover if the video they want is in stock or if it
has been taken out by another customer
- Be notified promptly of any fines or overdue videos
- Have a membership card to avoid any problems with
taking a video out
- Interact with friendly staff
- Receive a pro-efficient service
Deficiencies of the current system
- Time consuming
- Only one copy of records kept
- Records can easily be lost/misplaced
- A sales assistant can easily note the wrong details
- Awkward to use
- A new sales assistant may not know if a customer can rent out a video i.e. they can only rent out videos to known customers
- Difficult to find past records
- Sales assistant can only quickly scan the notebook to find out if they have an outstanding video or bill - they can easily miss such information.
- Expensive due to lost stock
- Largely a paper-based system
- Unprofessional
- Customers may feel uncomfortable when staff are scanning for fines in front of other customers
Costs of Development
- Cost of hardware
- Cost of software
- Cost of training staff
- Cost of producing user and technical documentation
- Cost of issuing membership cards
These costs will be outweighed, as the benefits in the future will overcome the short-term costs.
Benefits of Development
- Will save sales assistants and customers time
- Records are highly unlikely to be lost as there is a backup storage device
- Details can be saved in less space
- Sales assistants to decide on whether or not to give the video out
- Videos can be located to a customer easily
- Fines will be issued automatically when date of return is input
- Information will be more accurate and up-to-date
- Easier to find past information on customers and videos
- Data can be backed up
- More professional, giving the business a better reputation and image.
Conclusion and Recommendations
The current system clearly takes up too much time and lacks efficiency. The reliance on sales assistants to decide if a customer can take out a video is problematic as he/she can only glance to see if they have an outstanding bill and could find it difficult to refuse customers they personally do not know or recognize, due to confrontation. Some customers may avoid the shop if a shop assistant refuses to rent them out the video, resulting in a drop of sales of groceries, newspapers, etc. It is therefore necessary that the sales assistant can accurately decipher if a customer has a fine or is known to the business in a little time as possible. This can be achieved through using a computerized system as such information is all held together in one database.
With records being held on computer, the risk of lost/misplaced records is greatly reduced and records can be backed up. The system could also reduce the possibility of inaccuracy as input data can be validated and verified.
It would also be easier to keep track of videos when details are stored on computer as the video number corresponds directly to the customer who last took the video. If the system is computerized, it will reduce the amount of paper used, make it easier to find records and make it easier to record and implement fines.
Customers should be given a membership card detailing a membership number, this would make it easy for shop assistants to tell if a person can be given a video. If such a membership card had a bar code, which the sales assistant could scan using OMR (Optical Mark Reader), it would save time and avoid inaccuracy in keying the number into the computer.
If the system is automated, the system will be greatly improved.
Level 0 DFD – Context Diagram
This diagram gives an indication of the links between each entity in the system. The Customer is linked to the Sales Assistant through the giving of details, requests for videos, fines imposed and video information. The sales assistant is linked to the manager through passing on requests for new videos and giving records of customers with late returns. The manager gives the sales assistant new videos after their details have been noted so that he/she can put the videos on display. The manager and supplier are linked in the supplier sending out lists of available videos and invoices and the manager sends orders and payment back to the supplier.