As all the customers details would be held on a simple database system this would mean that both you and your receptionist could easily access them. You can easily incorporate this data in to accounting package which would mean the accountant would not need to visit as often as you could send all data to them.
As you are not up to date with new legislations in place, you can use the internet facility to learn more about this, therefore you will no longer ‘dread the visit from the council inspector.
As you are also worried about the competition in the area you could set up some sort of reward system for your existing customers, such as a discount system. If other potential customers in the area were aware of this, they would more than likely choose your company over another. With your new database in place you can easily see the returning customers.
Your sales manager could also benefit from the computer system, as he would be able to put the details of the customers he has sold cars to on the database. He could also offer each new customer a discount on there first service, therefore you will be bringing in more new customers.
The process that you have in place to manage a customer car through a routine service visit, is very straightforward however is very timely. The time taken and the amount of paperwork involved could dramatically reduced by implementing the computer system.
When a customer makes a booking your receptionist enters the data into a large diary, rather than doing this she could use the calendar facility on the computer this would then bring up any duplicate entries, you can then not take on to much work. A lot of paperwork is involved when a booking is made; you currently use a three page form which is then passed to and fro from one department to the next. Your receptionist could simply put the details on to the computer package which the service bay manager could access, he could then print off one copy of the job and pass it to the mechanic, once the job has been completed the mechanic can pass the paperwork back to the service bay manager who would enter the data on to the computer with what work had been carried out and then a message is automatically sent back to the receptionist. The service bay manager can then file this information away in case any discrepancy occurs. From the information provided the receptionist can produce an invoice which is posted to the customers. The job can then be moved to the pending folder within the computer package, until the account is settled. Upon settlement a copy of the job can be printed out and filled away. This is also an easy way to chase payment, as you do not seem to have any thing in place for this. An alarm would appear in the calendar section of the package letting the receptionist know the payment is pending.
Although the process of transferring the data would be timely and the initial cost will be high it will be saving not only time but money as well.
A SWOT analysis is a good way to show your businesses strength, weaknesses, opportunities and threats. The following shows what I interpret these to be:
An analysis of your business is a good way to determine the attractiveness of the market. I am going to use one called “Porters 5 forces to do this:
B)
Rich picture explanations:
Symbols:
Management overseeing day to day activities
Anxiety
Happy with the situation
Process / information flow
Problem area
Actor
? Puzzlement
Root definition
Customers – Customers
Actors – Mechanics, Managers, Receptionists, Pump assistants and Accountants
Transformations – Introduce computer system
Worldview – Reduction in paperwork to make ‘actors’ jobs easier
Owner – Operational manager
Environmental - Competition
C)
Manual Flowchart
Booking made
↓
Booking entered into the diary
↓
Work transferred onto a 3 page form (white, pink and blue)
↓ ↓
White copy retained in the office Pink and blue copy passed to service
bay manager.
↓
Mechanics name written on pink and blue copy
↓ ↓
Blue copy given to Pink copy kept by service bay manager
relevant mechanic
↓
Mechanic notes parts
and materials used
↓
Blue copy passed back Pink copy matched up with
to service bay manager blue. Costs put on pink copy and both passed back to the office.
White matched up with
pink and blue
↓
Invoice produced
↓
Pink and blue forms White copy filed
filed away in payments pending
↓
Account settled
↓
Receipt issued
D)
Logical data flow diagram
E)
Network Diagram
ii)
The process that will take the longest within your project is developing the software and training your staff. This is called the critical path which can be seen in red on the diagram. The installation and the setting up of the PC’s are within the ‘float’ or ‘slack’ time, this can be seen in blue on the diagram, the IT company can afford to have some delay on this path.
iii)
The biggest implication of a delay in activity on the critical path is that the project will not run. If the software was not developed, then the staff could not be trained and therefore the system would not be up and running.
Conclusion
From analysing all the information in my opinion the best option would be for ‘Dave’s Motors’ to introduce a computer based system.
Although initially it will take a lot of time to get everything set up and the cost will be very high, in the long run it will be beneficial to the company. Not only will the staff will be able to work more efficiently, but the company will be saving money on items such as paper.
