1. Business Organization Background
Surveillance Security Systems is a private-owned company which sells quality surveillance security camera products, and includes installation and maintenance services. Its main office will be located in New York City, and there will be a minimum of 20 local retail offices in other states and countries worldwide. The main office will employ around 50 workers and each retail office will have at least 20 employees. The customers will be provided convenient and user-friendly access to the company’s website, which includes all necessary information – from company background, to product and services descriptions, to customer order transaction details. Online social network platforms will also be integrated into the website to connect with more people. The company will provide excellent customer experience of security system products by allowing them to monitor the view of their surveillance cameras with a mobile app.
2. Organization Processing System Flow
The essential flow of the business process – from creation of order to delivery of product and service – is discussed in the following. The processing of products and services begins with the input provided by the customer. This is done through order-making forms provided in the website, and with the support from a help-desk support staff from the main office. This input data includes the customer’s name, contact details, address, and the type of request: product or maintenance service. Also, a confirmation of the buyer’s completed payment will be included. Through software integration within the website, this input data will be sent to notify the main office. This is when the order’s input data is processed. The main office keeps the data for two purposes. First, the data serves as a research and development information. This is for studying the behaviors and preferences of the consumers of Surveillance Security Systems products and services. Second, the data will be used for coordination of the transaction with the warehouse and retail store(s). The transaction details will be sent to the retail store nearest to the customer. The local store workers get the item in stock of the local office. Local storage inventory is also checked to monitor if the product item(s) is already nearly out-of-stock. If necessary, a notification will be sent to the company warehouse.
In case the requested product item is currently out-of-stock, the warehouse will send items to the local office, while the assumed delivery date will be affected. The main office is responsible to coordinate with the warehouse in order to determine which specific product items are demanded and should be produced more. The workers in the local store and the warehouse are responsible for confirming product availability to the main office. For the local store, maintenance service availability should also be coordinated to the main office. This coordination will result in having the schedule product and service delivery date(s). The process of determining this schedule shall be processed within 24-36 hours from the time of order request from the customer. This delivery schedule, then, will be sent to the customer through the main office. For transaction coordination, the customer can go to the nearest local office or to the company website. Through the website, 24/7 customer support will be provided accordingly. Delivery teams from the nearest local store will fulfil delivery according to the appointed schedule.
3. Value Chain of the Organization
The value chain is the sequence of activities Surveillance Security Systems will perform in order to successfully deliver product and service to the market. The organization will contain smaller, interrelated systems (offices, departments, etc.) performing individual functions in processing the order. The upstream management division of the organization deals with the major operations. This includes the website database team, inbound customer support, the office workers who generates the order, the local store, and the warehouse. They are responsible with preparing the requested order. The downstream management division consists of the delivery team and the outbound customer service. This division is also known as the ‘place subsystem’, which is responsible in making the requested product or service available to customers at the right place at the right time, and in tracking the delivery of these items.
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