1

INFOSYS.110 BUSINESS
SYSTEMS:
DELIVERABLE 2: BUSINESS
SECTION
2014

Name Keerthi
NetID Knal031
Group Number:
Website Link: http://infosys110groupxxx.blogspot.co.nz/
Tutorial Details
Tutor: Day: Time:
Nichole Tutor Friday 9 am
Time Spent on
Assignment:

Word
Count:


2


2
COMMUNITY GARDEN PROJECT
Providing nutritious, organic produce in urbanised areas by using a sustainable
approach is becoming a key issue in our modern society, where efficiency and
productivity is prioritised before quality. Our solution is to create a community garden
where people will people will be allowed to grow their own vegetables and groceries.
To become a member you can create an online account where you can connect with
the wider community, receive free advice, and share tips and food. To register, you
can create an online account where you can connect with the wider community,
receive free advice, and share tips and food. You can access our online app through
our closed Wi-Fi connection, which will provide details on which plots need watering
and the amounts required.

3.1 Vision
To build a healthy community through providing easy and accessible self -
sustainable garden building.
3.2 Industry Anal ysi s: Q
Industry: Horticulture Information Industry
Force: High/Low: Justification:
Buyer power: High There is strong buyer power since there are
many choices consumers have in purchasing
vegetables. Many companies offer different
vegetables and different qualitys at different
prices . (Dr Amy Bowen, 2014)
Supplier power: low Supplier power is low since you can get soil
and water ( which is used to grow vegetables
) almost anywhere. It can be bought from
nurseries, landscape supply companies, soil
compost yards,farms and at the
Wharehouse. For water it can be purchased
from bottles, can be collected from rain,

3


3
making it easy to accuire.Dr Mercola, 2013)
Threat of new
entrants:
low There are low barriers to entry and Low start
up costs. The market is easy to enter and
start growing vegetables. there are very few
legal barriers. (Dr Dagmar, 2010)
Threat of substitutes: High There are many subsitutes in accessing food
and the information and how to use it. For
example people may enjoy a shopping
experience rather then be a apart of a
community garden, people may like to grow
vegetables in their backyard garden without
joining any community. (Bill Lende, 2010).
Rivalry among
existing competitors:
High Rivalry is high because there are many
competitors in the market. There are well
over 50 gardens in a Auckland itself (Dr
Alonso, 2013).
Overall attractiveness of the industry:It is low because there are high competition
in the industry, with many suppliers which means consumers have many chocies
and may not consume just one particlualr product or service.
3.3 Customers and Their Needs
Targeted group of customers are the low income households. Low income earning
households need afforable but quality food. By having many community gardens in
different areas and suburbs this will fufil their daily needs in terms of quantity and
quality food. The community garden encourages you to grow your own organic
vegetables promoting self sutainable approach in being healthy and having access
to easy and affordable food.
3.4 The Product and Service

4


4
This product satisfies the customers needs because it provides an opportunity for
low household incomes to have easy and affordable access to growing and having
healthy food. For the health concious people it is an encouraging way to start a
healthier diet. This is because of the technology invovled in the product it offers a
new experience and sophistication in growing healthy food. Due to the customers
activites being tracked, customers will now have a more serious atitude towards
growing and eating healthy vegetables.
3.5 Suppliers and Partners
One supplier is HydroponicsLlimted. They supply materials required for growing
plants and vegetables, such as nutrients and chemicals, lighting, temperature
regulators and ph meters. Another supplier is Valagro and it supplies neccesities for
good plant and vegetable growing such as fertilizers. A partner that they will be
working together is with educational institutes like schools, and universites to
address and educate youth on the necessity to lead a healthy diet consisting of
vegetables. Another partner is the ministry of agriculture's sustainable farm fund
which funds sweet corn. Here both groups will look to further their research on sweet
corn and encourage consumption of this healthy vegetable
3.6 Strategy:
The product and service being offered is targetting low income households . It is
focused on only this two segments so is not very broad .It provides the service at a
low cost which is affordable for the lower income households.

The overall strategy is therefore Focused low cost
3.7 Value Chain Acti vity:
The most important value chain activity for this business is service after the sale.
This relates to my vision of builidng a healthy community. This means working
together with the customer constantly, having those trained in garden building aiding
customers. Loyalty prgrams will be put into place and we will be getitng feedback

5


5
from customers to see how they feel about what they are doing. This also relates to
our strategy of focused low cost. We will be keeping prices reasonable and afforable
for all low income hoseholds at the same time providing nutritious vegetables.
Memebers will be able to communicate online through media such as Facebook and
blogs and share recipes and work together to take care of each others health
3.8 Business Processes
3.8.1 CUSTOMER SERVICE PROCESS - THIS IS AN IMPORTANT
PROCESS BECAUSE IT RELATES TO THE BUSINESS' S KEY VALUE
CHAIN ACTIVITY OF SERVICE AFTER SALE. IN THIS PROCESS
CUSTOMER' S QUERIES, DOUBTS AND FEEDBACK WILL BE RECIEVED
AND ADJUSMENTS AND UPDATES WILL BE CONDISDERED. THIS IS
IMPORTANT TO RETAINING EXISITING CUSTOMERS AND
ATTARCTING NEW CUSTOMERS WHO WOULD BENFIT FROM BEING A
PART OF THIS COMMUNITY.



6


6
BUSINESS PROCESS 1 MODEL
Customer service management system Customer Service
Start
Implement
feedback
Send online
feedback forms to
customers
Receive feedback from
different segments
Evaluate a Feedback of
another segment of
members
Does the
feedback have
truth to it
Considering
feedback
No
Are there enough
funds to implement
thi s new idea
No
Is it vital to our
organization
Re-evaluate
feedback
No
The end
Analyse
Another
segments
feedback
ENd
Resend
Has notification of changes
from feedback been sent to
customers
No
has notification
been sent to all
customers
end yes
Implement new
changes
End


7


7
3.8.2. CUSTOMER LOYALTY PROCESS - Customer needs and wants will be
idenditified. Customer's overall motivation will be analysed and their participation in
the community. The business will encourage further participation for customers by
giving further incentives and looking to achieve deeper bonding with customers . The
business will look to create accurate segmentation of the different types of
customers ( eg. age , gender and nationality etc...) and enable more personal
service.
BUSINESS PROCESS 2 MODEL

8


8
Start
Identifiy
customer
needs
Provide
special offers
and services
Recieve
service
request from
a segment of
customers
Is customer
high value to
the business
Route to best
agent
No
Resolve
service issue
yes
issue
customer
satisfaction
surveys
Obtain
customer
information
Has customer
been contacted ?
Send invoice
to customer
No
Issue loyalty
card
Yes
Customer feedback management system Customer loyalty card issue serive
End
End
End



9


9
3.9 Functionalities
3.9.1. CUSTOMER SERVICE PROCESS
Send feedback forms
Receive feedback
3.9.2.CUSTOMER LOYALTY PROCESS
Analyse customer feedback
contact customer
3.10 Systems

3.10.1. CUSTOMER SERVICE MANAGEMENT SYSTEM - This system sends
feedback forms to capture and record data .It automatically sends out feedback
forms to all customers to their emails. Once feedback is finshed and customer
uploads it online the system records the feedback and stores it in a database. The
system then can produce simple reports concluding the feedback, giving details such
as requests and prefernces from certain segments of customers . It then contacts the
customers again informing them of any changes to be made within the community.
This supports the vision of the organization because it is able to see the increase in
phycial and mental health of the customer due to the partaking in growing vegetables
and leading a more healthier diet . The business can assess the quality of the
vegetables being grown and how it can make the process of growing vegetables
easier.

3.10.2. CUSTOMER FEEDBACK MANGEMENT SYSTEM - The system takes
into account the many decisions and choices it has from customers requests and
feebdack. After recieving feedback it assess problems faced by customers, the
potential solutions and the pros amd cons of each solution. It aslo takes into account
the high value customers to the business . It is able to do this by accessing
information and statistical data provided by the Decision Support System and TPS
and see which customers has been regularly attending the community garden and
the level of particpation. This supports the vision of the business as it looks to find

10


10
solutions to providing better,healthier and more easily accesssible food to the
community through the vegetable growing.
3.10.3. CUSTOMER CONTACT MANAGEMENT SYSYTEM. IN THIS
SYSTEM INFORMATION FROM DECISON SUPPORT SYSTEM IS USED
TO TRY AND GET A 360 DEGREE VEIW OF THE CUSTOMER AND
ABOUT UNDERTSANDING WHAT THE CUSTOEMR WANTS AND WHEN.
HERE THE BUSINESS FINDS WHAT THE HEALTH NEEDS AND WANTS
ARE OF THE CUSTOMER. TAKING INFORMATION FROM DSS IT
IMPROVES IT' S RELATIONSHIP WTH THE CUSTOMER BY OFFERING
VALUE PROPOSITIONS AND DISCOUTNS FOR EXAMPLE GIVING A 50
% DISCOUNT FOR THE NEXT 12 MONTHS FOR EXISITNG MEMBERS.
THIS SYSTEM TRACKS THE PERSONAL DETAILS OF CUSTOMERS
SUCH AS THEIR WEIGHT,THEIR HEALTH WHAT THEY NEED AND
WHEN THEY NEED. IT TAKES INFORMATION FROM THE DSS AS TO
THE RECENCY, FREQUENCY, AND MONETARY VALUE OF
CUSTOMERS AND IDENTIFIES THE TYPES OF CUSTOMERS AND
THUS OFFERS DIFFERENT INCENTIVES TO EACH IDIVIDUAL
CUSTOMER AS EVERY CUSOTMER IS DIFFERENT. IT MAINTAIN' S ALL
CUSTOMER' S DETAILS AND CONTACTS PROVIDING BETTER
CUSOTMER SERVI CE, EASIER SERVICE AND UNDERSTANDING THE
BEST HEALTH OPTIONS FOR THEIR CUSTOMERS.

11


11
3.11. Summary Table: Value Chain to Systems

Value
Chain
Activity
Processes Functionalities Specific Information
System(s)
Broad Information
System(s)

Service
after sale
1. Customer
Service
process
1. Send Feedback forms

2. Recieve feedback

Customer service
management system
Transaction
processing system


2. Customer
Loyalty
process
1. Analyse customer requests

2. Contact customers
Customer contact
management system



Decision support
system

Customer relationship
management system

12

12
CONCLUSION
The business will provide easy and accessble self sustainable garden building in
order to meet its vison of creating a healthy community. It will do this by creating a
social environment where people will be able to come together and discuss ideas
and recipes about growing vegetables. It will target low income households giving
them access to easily obtainable and affordable vegatables to consume as part of
their daily diet. Information systems will be used to measure and record members
level of paticplation, feedback, changes in health both physical and mental. The
technology will assist in further research into vegetables, enabling members to enjoy
social networking online where they will be able to speak with each other and share
new ideas.

REFERENCES


1. Quantisoft, LLC. (1999). Quantisoft : stop guessing and start knowing. Retrieved
from Gain Information and Insight for Increasing Customer:
http://www.quantisoft.com/Industries/Customer.htm
2. Scoop Independent News. (Wednesday, 31 January 2007, 4:40 pm). Toolkit
coming for sweet corn growers. Scoop Media.
3. Hendra Kwik. (2011). Managing Customer Relationship At Bank ABC XY.
Retrieved from http://hendrakwik.blogspot.co.nz/
4. Azimuth Interactive Inc. (2007). Customer Relationship Management Systems .
Retrieved from Achieving Operational Excellence and Customer Intimacy: Enterprise
Applications :
http://intranet.ibat.ie/moodle/course/is_management/mis10e/ch9/chpt9-
3bullettext.htm
5 . Wikipedia. (21st May 2014). Horticulture. Retrieved from Wikipedia The Free
Encyclopedia: http://en.wikipedia.org/wiki/Horticulture



13

13