Information systems in the consumer industry/Appendix A

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A case study of reengineering of information systems – industryA case study of reengineering of information systems – retailIntroduction to methodologyGeneral processesIndustrial processesRetail processesConclusionAppendix AAppendix BBibliography

Phase space for processes

As an example let us try to define the phase space cell for some general and industrial processes, not considering meaningless cell and taking into consideration the initial state of the processes.

Process: Ability to perceive and categorie customer needs

what

Who

Where

How

How much

Product

Defined

Semidefined

Context

Known customers

Unknown

Potential

Shops

Shop window

Competitors

Society

Rational

Irrational

Social

Short

Medium

Long

Subjectivity

To be analyzed

To be analyzed

To be analyzed

To be analyzed

To be analyzed

Sociality

To be analyzed

To be analyzed

To be analyzed

To be analyzed

To be analyzed

Ability to understand, rationalize and interpreter customer need

What

Who

Where

How

How much

Product

Better product

New products

Analyst

Stylist

Company site

Rational analysis

Semiquantitative

Intuition

Months

Subjectivity

Interior messages

Thought

Personal messages

Behaviour analyst

Limited spaces

Company

Months/years

Sociality

To be analyzed

Marketing

Company

Company

Months/years

Ability to satisfy customer need

What

Who

Where

How

How much

Product

Nicer product

Better product

Product dept

Industrialization

Production

Logistics

Technical area

industrial

logistics

PLM

SCM

Logistics

Months

Subjectivity

Operational behaviour

Sales

After sales

Customer service

Retail

sales

Logistics

Customer service

Retail

Sales

CRM

Retail

Months/years

Sociality

Customer Recognition

Company recognition

Promoter

Brand manager

PR

Company

Prospects

Special groups

Individuals

Brand management

PR

Months/years

Ability to communicate the capability of satisfying customer need

What

Who

Where

How

How much

Product

Product technical char.

Emotional product char.

User

Company

Advertising

communication

Dierct advertising

Indirect adv.

Competitor comparison

Week/months

Subjectivity

Context knowledge

User

Company

Retail

Word-of-mouth

Service advertising

Direct interaction

Product/service relation

Years

Sociality

Group belonging

Group recognition

User

Company

Media

Retail

Pr

Social advertising

Fashion shows

Etc.

Months/years