Name Jarrod Morton NetID jmor965 Group Number: 444 Website Link: http://infosys110group444.blogspot.co.nz/ Tutorial Details Tutor: Day: Time: Mira Lee Tuesday 9am Time Spent on Assignment: 25 hours Word Count: 1494
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2 EMERGENCY ALERT HAS NEVER BEEN EASIER INTRODUCTION A widespread problem that is having escilating effects on society is the inability to contact emergency services without a phone and the safety issues that result. The emergency alert bracelet merges the commericalised time piece with gps technology. This device functions to alert emergency services in the event of a crisis with the press of a button, providing the nearest respective department with the customers details and location in real time. 3. BUSINESS SECTION 3.1 Vision To make the world a safer place by providing personal locator technology. 3.2 Industry Analysis: Locator Beacon industry Industry: Locator Beacon industry Force: High/Low: Justification: Buyer power: High There are multiple product options for customers to choose from in the Locator Beacon Industry including ACR, McMurdo and Kannad, which result in buyer power being high. (NOAA, n.d). Supplier power: Low There is a broad array of GPS suppliers that companies in the Locator Beacon Industry can choose from, which results in low supplier power.
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3 (Arknav, n.d.) Threat of new entrants: Low Barriers to entry in the locator beacon industry are significantly high. This is due to the large set up costs including factory, machinery and research and development. Threat of substitutes: High Locator beacons can be substituted for traditional means of contact such as radio, mobile phone and distress flares. Rivalry among existing competitors: High Locator Beacons are becoming increasingly popular which is raising the rivalry among existing competitors. Between 2011 and 2012 the number of locator beacons registered by NOAA increased by 4,194. (OConnors, 2013). Overall attractiveness of the industry: High buyer power, high threat of substitutes and high rivalry among competitors, along with a large initial financial outlay are all contributing factors to the fairly unattractive appearance of the locator beacon industry. 3.3 Customers and Thei r Needs Breaches of safety has a global reach and is often unforeseen. The unpredictable nature of this problem ultimately results in victims being anyone, anywhere, anytime. In effect, the product will be sold to the general population, however the target audience that will take primary importance is elderly gentlemen and adventure seekers. Elderly gentlemen require a product that can alert emergency services if they are in a dangerous predicament and are unable to reach a phone. This target audience is in dire need of the emergency alert bracelet as falls are the primary reason for injury in New Zealand (St John, n.d). Adventurists such as trampers and boaties constantly place themselves in high risk situations without an easy tool of emergency communication. In the
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4 United States 476 lives were lost in 2011 before the coast guard could be notified (United States Coast Guard, 2011). Also in the United States between the years 1992 and 2007, rescue operations were conducted for 78,488 individuals (Thomas, 2009). 3.4 The Product and Service The watch design of the emergency alert bracelet targets elderly gentlemen as they are often stuborn and believe that wearing obvious alert equipment will suggest incompetence. The device is constantly attached to the user which allows it to be used if an individual falls over and is unable to reach a phone or verbally request assistance. Waterproof capabilities of the device allow it to be used in a range of environments, including on a boat and during bushwalks. If an individual gets lost or finds themselves in difficulty, the simple press of a button will alert the respective authority and allow the emergency department to track the location of the individual in danger.
3.5 Suppliers and Partners Suppliers of advanced and reliable GPS technology will be required for the tracking function of the product to be successful. Arknav International, Inc is a supplier of GPS tracking software that can mould supplies based on criteria advised by the customer (Arknav, n.d). Alert software supplier Alarm NZ will be used to connect the alarm to emergency services using broadband technology (Alarm New Zealand, n.d). This will provide the device with a reliable method of alerting authority. Major partners of the emergency alert bracelet are the three primary fields of emergency service; NZ Police, St Johns Ambulance and NZ Fire Department. A concrete relationship with these partners is crutial to the products survival and growth. For a mutual benefit to be achieved, emergency services must establish corresponding systems that compute with the products functions. The emergency alert bracelet will partner with Casio which is a high quality waterproof, digital watch manufacturer. This will create a competitive advantage for the product by providing a point of difference in the locator beacon industry. By using
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5 foundations of the well known G-Shock watch, customers will have confidence in the products reliability due to their highly regarded procurement activities (Casio, 2013). This will benefit both the company and Casio financially. 3.6 Strategy: Differentiation The intended customer audience is widespread as the problem in question has the potential to affect anyone, therefore the competitive scope will follow a broad market approach. On account of the high research and development costs, production costs and marketing costs, including fusion with a high quality watch manufacturer, the product will be available to customers at a relatively high price. The initial release of the product will follow a high cost, broad market strategy. The overall strategy is therefore Differentiation 3.7 Value Chain Activity: Service after sale The most important value chain activity for this business is Service after sale. Cooperation with customers is the primary component of service after sale that adds value to the product. In order to confidently charge a high price for the product it is crutial to ensure that the product is complying with a high standard of reliabilty and is providing customers with an easy to use tool of alerting emergency services. The performance of the product must be monitored in regards to consumers success in alerting authority of location. 3.8 Business Processes 3.8.1. CUSTOMER COMPLAINT PROCESS A process must be implimented in order for customers to relay information and complaints about the product. This information can be used to improve or fix aspects of the product so that it aligns seamlessly with customer requirements and expectation.
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3.8.2. PRODUCT UPDATE PROCESS - A continual assessment of the products quality and features is required to ensure that the product is keeping up with technological developments and therefore continuing to provide up to date personal locator technology as a safety tool for customers. All updates made to the product must be relayed to the customer to ensure that they continue to use their device in the correct manner.
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8 3.9 Functionalities 3.9.1. CUSTOMER COMPLAINT PROCESS View and assess complaints from customers Resolve issues for customers 3.9.2. PRODUCT UPDATE PROCESS Create updates for product Release updates to customers 3.10 Systems
3.10. 1. CUSTOMER SERVI CE SYSTEM - Complaint information captured from the feedback system will be automatically transferred to the appropriate department to resolve customer issues. To resolve issues for customers the system will use customer service operators and specialist technicians to resolve any problems cutomers may face quickly and efficiently to ensure ultimate customer satisfaction. The customer centred system will automate the linkage between departments to ensure cohesiveness when dealing with the customer. 3.10. 2. UPDATE IMPLEMENTATI ON SYSTEM This system creates a strong communication bridge between the company and its customers. Customers can be informed immediately of any product updates through relationship management tools such as personalised email alerts. These automated customer relationship tools will drive the release updates to customers functionality of the product update process. Quick, personalised information to customers will aid in maintaining high satisfaction and retention. 3.10. 3. CUSTOMER FEEDBACK CAPTURING SYSTEM - This system will involve a customer feedback forum and a 24 hour call center to manage the functionality of view and assess complaints from customers. All customer feedback will be addressed and filtered into improvement information or complaint information. Improvement information captured in this system can be used to create updates for customers, while complaint information will be relayed to the customer service system. Customer feedback is crucial to the companys vision, as it is manditory that customers constantly feel safe as a direct result of the personal locator technology.
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9 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 complaint process 1. View and assess complaints from customers
2. Resolve issues for customers Customer feedback capturing system
Customer service system Transaction processing system
Customer relationship management system 2. Product update process 1. Create updates for product
2. Release updates to customers Update implementation system
Update implementation system Collaboration system
Customer relationship management system
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10 CONCLUSION In order to create a safer world through personal locator technology, information systems and technology must be enforced in all aspects of the company. In an industry where instantanious product response is expected and required, it is key for the entire process to be faultless. Therefore the automation of business processes is an instrumental requirement for the company to thrive in the industry. REFERENCES
1. OConnors, C. (2013). Taking the Search out of Search and Rescue. The SARSAT Beacon, 3(1), 1-7. Retrieved from http://www.uscg.mil/hq/cg5/cg534/EmergencyBeacons/2013SARSATBeacon_Vol_3. pdf
2. NOAA. (n.d). Whats new at SARSAT. Retrieved from http://www.sarsat.noaa.gov/new.html
3. ARKNAV. (n.d). GPS Tracking Software. Retrieved from http://gpstracker.arknavgps.com.tw/en/2_221/manufacturer/GPS_Tracking_Softwar e_id23464.html
4. St John. (n.d). Information for GPs. Retrieved from http://www.stjohn.org.nz/Medical-Alarms/For-GP/ 5. United States Coast Guard. (2011). United States Coast Guard Search and Rescue Summary Statistics 1964 thru 2011. Retrieved from http://www.uscg.mil/hq/cg5/cg534/sarfactsinfo/SAR_Sum_stats1964-2011.pdf
6. Thomas, P. (2009). Search-and-rescue operations in national parks numerous and costly, but effective. Retrieved from http://latimesblogs.latimes.com/outposts/2009/10/searchandrescue-operations-in- national-parks-numerous-costly-but-effective.html
7. Alarm New Zealand. (n.d). Medical alarm servers. Retrieved from https://alarmnz.com/Public/Technology/Medical/Default.aspx
8. Casio. (2013). Responsibilities to suppliers. Retrieved from http://world.casio.com/csr/exchange/