STUDENT ASSESSMENT SUBMISSION AND DECLARATION
When submitting evidence for assessment, each student must sign a declaration confirming that the work is their own.
Student name: Assessor name:
Jonathan Mottley Samuel Williams
Issue date: Submission date: Submitted on:
Saturday10th October 2020 Thursday 29th October 2020 Thursday 29th October 2020
Programme:
BTEC HND in Computing and Systems Development
Unit: Unit 14 – Business Intelligence
Assignment number and title: Assignment 1
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Student Declaration
Student declaration
I certify that the assignment submission is entirely my own work and I fully understand the consequences of
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Student signature: Date: 29/10/2020
Contents
Introduction .................................................................................................................................................. 3
Task 1A .......................................................................................................................................................... 4
Task 1B ........................................................................................................................................................ 10
Task 1C ........................................................................................................................................................ 11
Task 2A ........................................................................................................................................................ 13
Task 2B ........................................................................................................................................................ 15
Task 2c......................................................................................................................................................... 16
Bibliography ................................................................................................................................................ 17
Diagram 1: Sales Process .............................................................................................................................. 5
Diagram 2: After Sales Service Process ......................................................................................................... 7
Diagram 3: Warehouse Process .................................................................................................................... 9
Introduction
Business Processes is a collection of activities that would be in a specific sequence that would aid
in the production of a particular good and/ or service. In this scenario, it’s about Unicomer Group
of Companies and their business known as Courts. There are 20 stores throughout Trinidad and
Tobago, and over 90 stores throughout the region, it’s one of the Caribbean’s most well-known
furniture appliance stores. This write up is to illustrate what particular business processes have
been carried throughout the organisation and at what level each process does what with what type
of implemented systems.
Task 1A
In the diagram below, there is an illustration of the Sales Processes of a Court Store. There is a
series of decisions and processes throughout the entire diagram. It all begins with the START of
the process where it illustrates when a customer ENTERS THE STORE and what would be their
next step moving forward. Once they have entered the store the customer would then enter a loop
where they would walk through the store to LOCATE THEIR DESIRED ITEM/S, while this is
being done a sales representative would then ASSIST WITH THE DESIRED ITEM/S and
answer any relevant questions that the customers may have. Once this have been completed, the
sales representative would then enter a decision where they would ask the customers if they are
READY TO PURCHASE. This would be answered in a yes or no decision. If the answer is NO
then the customer would CONTINUE TO LOOK AROUND and start the cycle over once again
however, once the decision is answered with a YES, it would then enter another loop where it
would either be that the customer is ALREADY REGISTERED or the customer is NEW AND
REQUIRES TO BE REGISTERED. Once this step has been completed, the decision of
whether it would be CASH or CREDIT would be executed. For the cash process, the next process
would be to COMPLETE THE PURCHASE, through the use of credit it would require a
decision where a CREDIT APPROVAL has to be given in order to complete the purchase, where
as if the credit approval has been declined then the finance department would notify the SALES
REPRESENTATIVE & THE CUSTOMER about the decline and then the process would END
for that lane. However, once the purchase has been approved the sales representative would then
ask if the customer would require DELIVERY. If the decision is yes, then A DELIVERY NOTE
WOULD BE SENT TO THE WAREHOUSE to initiate the delivery of the item/s, once this
have been completed it would then END the process for that lane. Once the decision is no, the
ITEM/S WOULD BE BROUGHT OUTSIDE FOR THE CUSTOMER TO COLLECT.
Once this process has been completed it would then END the Sales Process.
Diagram 1: Sales Process
In the diagram below, there is an illustration of an After Sales Services Process of a Courts Store.
There is a series of decisions and processes throughout the entire diagram. It all begins with the
START of the process where it illustrates where a customer would like to make a formal
REQUEST OR REPORT. This where the Customer would now call the CUSTOMER CALL
CENTER WHERE THE CALL WOULD BE MONITORED FOR QUALITY
ASSUSRANCE. The sales representative would then take the necessary information from the
customer, where it would be LOGGED INTO THE CUSTOMERS DATABASE. Once the
previous process has been completed the sales representative would then ATTEMPT TO ASSIST
THE CUSTOMER AT A TIER 1 SUPPORT which is relatively a low level of support. A
decision would be raised which would be based on is the ISSUE/S ARE RECTIFIED. Once the
decision is a yes, then the CUSTOMER WOULD LEAVE & HAVE A NICE DAY, where once
the decision is a no, it would then be forwarded to the technicians which it would require
FURTHER TROUBLESHOOTING. The technician would have to GATHER MORE
DETAILS FROM THE CUSTOMER so they would be able to better assess the issue at hand.
A decision would be raised to either PERFORM VARIOUS TESTS, this would in turn give 2
decisions. If it’s a yes then the process that follows right after would be RECTIFIED ISSUE/S
where it would then END for that lane. If the decision is a no, then the technician would then have
to CONSULT WITH THE TECHNICAL ANALYST. After consulting with the analyst,
various STEPS TO RESOLVE THE ISSUE/S would be attempted. A decision would then be
raised to NOTIFY THE VARIOUS PARTIES THROUGH EMAIL ABOUT THE ITEM/S
ISSUE/S. Once the decision is yes, it would then be led to RECTIFY THE ISSUE/S which it
would then END for than lane. If the decision is a no, then a notification would be sent to the sales
representative where the final process would be END for the After-Sales Service Process.
Diagram 2: After Sales Service Process
In the diagram below, there is an illustration of a Warehouse Process of Unicomer. There are a
series of decision and processes throughout the entire diagram. It begins with the START process
where it would then lead to the RECEIVING OF GOODS AT THE PORT. Once these goods
have been collected, it would have to undergo an INSPECTION which would then give a decision
to whether or not the ORDER IS MATCHING THE ITEMS THAT ARE RECEIVED. If the
decision is no, then the purchasing department would have to ADVISE THE SUPPLIER
ABOUT A REFUND. Once this process has been through its duration it would then END the
process for that lane. If the decision is a yes, then it would require the quality department to
PERFORM THEIR QUALITY CHECKS. A decision about ACCEPTING GOODS would
then be raised. If the decision is no, then it would require the SUPPLIER TO RE-ISUUE THE
GOODS, where as if the decision is yes, then the quality department would NOTIFY THE
WAREHOUSE ABOUT COLLECTING THE GOODS. The process of COLLECTING
GOODS would be carried out, which would then have the WAREHOUSE TO CATEGORISE &
STORE THE GOODS IN THEIR DESIGNATED AREAS which would then initiate a decision
about RECEIVING A REQUEST FROM THE STORE. Once the decision is answered with a yes,
it would then be for the ITEM/S TO BE LOADED ONTO THE DELIVERY TURCK which
would then be to DELIVER ITEMS TO THE CUSTOMER which would then END the process
for that lane. If the decision is a no, then the ITEM/S are to be LEFT IN THERE DSIGNATED
AREA where it would finally END the process for the Warehouse Process.
Diagram 3: Warehouse Process
Task 1B
Process Name: After Sales Services Process
Structured Semi-Structured Unstructured
Definition: Structured Data Definition: Semi-Structured Data Definition: Unstructured Data
This type of data is where raw data would be recorded and This type of data would be classed between structured and In the world unstructured data is the largest form of data
mapped to a predesigned data model that would be unstructured data. It’s a mix of both data types formulated to recorded. This type of data can’t utilized within rows and
straightforward to read for future usability. This form of data make one. The data that would be generated for this would columns and there isn’t any data model.
would be illustrated in a tabular form not conform to a regular tabular form as how structured data
would normally take. Therefore, there are metadata and
semantic tags that would make organising easier.
Examples of Data used by Courts Examples of Data used by Courts Examples of Data used by Courts
within the process: within the process: within the process:
Within the After Sales Services Process, there is a process that In after sales the semi-structured data that is recorded would Unstructured Data in this process would be classified as an
would be classified as structured data. This process would be be in the form of a call and recording. This form of data email. In which the email would be sent out to notify the
understood as Customer Log. While inputting data of the collection would be used for quality assurance in the future. necessary bodies of what has transpired with the troubled
customer, there are predesigned fields that would be item.
mandatory to be filled in order to move forward with the
completion of the logging. This form would contain all
information about the customer from address to even the
warranty period of the items purchased.
Task 1C
As mentioned in Task 1A, the mentioned business processes are as follows: Sales Process, After
Sales Services Process and Warehousing Process. These three processes each have their own type
of application software that would be utilized in their everyday use to be able to run smoothly.
Sales Process: - For the Sales Process, the use of an Application Software known as VEND Point
of Sale which also has customer management software capabilities built-in would aid in the
customer registration process. The pro and cons of this application would be listed below.
Benefits Drawbacks
Flexible Platform Additional Gateway Cost
Easy to Use, Cost-Effective Software Phone Support Only with Added Cost
Optional Integrations Weak Restaurant Functionality
Built in Loyalty Tracking
After Sales Service Process: - For the After-Sales Service Process the use of an application
software known as Zendesk is a web-based help desk management software that can offer tools
that are customizable which can build service portals for customers. This offers a fresh updated
front end portal that has live chat sessions as well as possible integration with various software
such as Google Analytics and Salesforce. The pros and cons of this application would be listed
below.
Benefits Drawbacks
Automation works well for ticket distribution Out of the box features are lacking
Knowledge base is clean and provides a good Costs to add on other features to empower staff
search feature can get costly
Support not always responsive
Warehousing Process – For the Warehousing Process the use of an application software known as
Oracle Warehouse Management is a web-based software that would complement any organisation
of any size. There various features that this application would give such as the capability to
organize and streamline all of the warehousing space, assets and tasks. The pros and cons of this
application would be listed below.
Benefits Drawbacks
Provides Charts and Reports on production Many processes are integrated into a system
Up to Date Information Risk of choosing incorrect parameters before use
Integration with external systems Granting unsuitable levels of authorisation to
employees within the system
Coordination of resource use Potentially unsuccessful implementation
Task 2A
There are 3 different levels in an organizational structure which include Strategic, Tactical and
Operational. Each one plays a vital role in any organization. There are also important key system
applications in the organisation. These would be applied to each organisational level.
Strategic Level deals with everything on a high-level overview for the entire business. This plan
would be the foundation of the organization and would dictate all long-term decisions. This is
usually used for the plans from 2,3,5 or even 10 years. If the strategic level has a plan it would be
understood as the WHAT aspect of the organization. This deals with ESS System Types. ESS
otherwise known as Executive Support Systems would be used in assisting the Directors or even
Chairman with long term decision making. This type of system is crafted towards the individual
that would be utilising this software. It takes aggregated data that is then processed and various
projections would be outputted from the different users of the system.
Tactical Level deals with the organizations plans that would be outlined from the strategic plan.
This plan would be a short range or goal, which would have been broken down from the main or
broader mission. If the tactical level was given a plan it would be understood as the HOW aspect
of the organization. This system deals with system types that are labelled as MIS and DSS. MIS
otherwise known as Management Information Systems and DSS which is known as Decision
Support Systems would be used in the semi-structured decisions. These types of systems would
take inputs of high volumes from the transaction processing system as well as data analytic models
and gives an output of specialised reports and analysis. These 2 systems would work hand in hand
and give reports that would aid these managers with decision making for inventory as well as to
provide reports of probability or even predictive modelling. Some examples of these systems
would be budgeting systems, human resource management systems, etc.
Operational Level deals with the day to day running for the organization. This lays out a roadmap
to be able to achieve all the goals of the tactical level within a logical and realistic timeframe. This
deals with system types that are labelled as TPS. TPS otherwise known as Transaction Processing
Systems would be used in the everyday tasks of the organisation for the operational level. These
types of systems take input information such as daily transactions and gives an output of detailed
reports in a list or summarised form. The users of these systems would be front line staff members.
Some examples of TPS would be Payroll Services, Sales Order Processing Systems, Process
Control Systems and Corporate Accounting Systems.
Task 2B
The Organisation known as Courts would have various aspects in the business that would need to
have systems to support its operations. These systems would be in the various system types from
ESS, DSS, MIS and TPS.
In the Operational Level of the business this deals with the front-line staff, this would be the use
of the TPS. They tend to use software that would be gathering data in high volumes. Some
examples of the areas in which the data is gathered would be from sales, finance or even human
resource. With the implementation of these systems, it would aid courts in various ways from
operational to the strategic level. In these areas the inflow of data is at a high volume as previously
mentioned, what these systems would do is gather all the raw data and transfer them to the database
so that a report can be generated to assist the tactical level staff such as the branch managers or
even supervisors. With these reports that are generated, the managers can now do decision making
based on the outputs.
In the Tactical Level of the business this deals with the managers, this would be the use of DSS
and MIS. As mentioned above, these systems would generate reports based on all the data that
would be collected throughout the everyday operations from the operational level. Once generated
the managers would now be able to make more accurate decisions based on them.
In the Strategic Level of the business this deals with the executives of the company. There system
would be tailored towards the user. What this system would do is take all the necessary inputs
from the DSS and the MIS and formulate a report that would have long term projections towards
these business decisions.
Task 2c
TPS DSS MIS ESS
This is heavily used in This is heavily used in This is heavily used in This is heavily used in
the Operational Level the Tactical Level the Tactical Level the Strategic Level
Gives Reports on a Gives Reports on a Gives Reports on a Gives Reports on a
Short-Term Scale Medium-Term Scale Medium-Term Scale Long-Term Scale
This doesn’t give This give probability and This give probability and This give probability and
projections projections projections projections
Focus on the everyday Focuses on making Focuses on operational Focuses on the long-term
business operations effective decisions efficiency decision making
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