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INFOSYS.110 BUSINESS SYSTEMS: DELIVERABLE 2: BUSINESS SECTION SUMMER 2014 Name NetID Group Number: Website Link: Tutorial Details Time Spent on Assignment: Vernon Sequeira vseq727 44 http://infosys1102014ssgroup44.blogspot.co.nz/ Tutor: Day: Time: Claris Tuesday/Friday 2pm 12 hours Word Count: 1619

THE TRADE BLOCK

INTRODUCTION

The trade block aims strengthens the link between tradespeople and their customers, by breaking communication and transparency barriers. This report will outline the company in greater detail providing industry and value chain analysis. It will attempt to elaborate on the functionalities and systems that support this online website service.
3. BUSINESS SECTION 3.1 Vision

To provide a easy to use platform that connects tradespeople and customers seemlessly in order to both maximise productivity for tradespeople and simplify the process for home and business owners.
3.2 Industry Analysis: Online Employment Services Industry

Industry: Online Employment Services Industry. The aim of this industry is to provide recruitment solutions for people. It also attempts to assist users in job search. Industry players include Trademe Jobs, Seek, Student Job Search,

Force:

High/Low:

Justification:

Buyer power:

High

The customer has many different choices to choose from within the industry and with no loyalty of lock-in programs buyers maintain a power. However it is important to note that this sector dominates the recuritment space

(Employers turn to recruitment websites, 2007).

Supplier power:

High

Very few suppliers, who have concentrated power within the sector they operate within i.e
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Telecom, Vodafone. Government regulated utility come with higher power and dominates the market (90%) (State of competition in NZ mobile market, 2011)

Threat of new entrants:

High

With low barriers to entry the threat of new entrants is high. The capital outlay and

infrastructure needed is fairly minimal however biggest players have competitive advantage in holding years of reputation and web design expertise (Hargreaves, 2013).

Threat of substitutes:

Low

Although

there

are

alternate

sources

of

employment advertising i.e Newspapers and recruitment companies, online job search

websites remain the most dominant with 80% of employers using this tool for employment advertising (Employers turn to recruitment

websites, 2007).

Rivalry among existing High competitors:

Market

is

fairly with

saturated majority

with of

existing

competitors

competition

between two biggest companys, TradeMe Jobs and Seek, with seek dominating the sector. The rest of the companies divide up remaining market share. However competitors are involved in product differentiation (Battersby, 2012)

Overall attractiveness of the industry: This is a highly competitive industry with few players dominating the market. However with a lack of substitues there lies opportunity to profit. Not the most attractive industry to enter with buyer and supplier power high.
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3.3 Customers and Their Needs

Our customer base comprises of primarily 3 main groups of people each with a different set of needs. Tradespeople, advertisers and home/business owners. We have found that tradespeople are not fully utilising their available time to work. They desperately need a system of pre-planning in order to increase their turnover and maximise the amount of billable hours they work (Baker, 2013). Tradespeople traditionally work on reputation and gaining extra jobs is a matter of word of mouth (Baker, 2013). They require to advertise their service in a cost effective manner which our company provides. The main need of an advertiser is to effectively market their product and reach their target audience to convey their message. Home-owners and business owners are contanstly looking to improve or renovate property to add value. They want a way to do business which simplifies the process as to reduce cost of searching through a variety of sources and find contractors they can trust (Baker, 2013).
3.4 The Product and Service

The product/service works three-fold for our different customers. Our product allows them to plan for the future to make sure they can get a consistent income and get the job done in the most suitable timeframe, for the tradespeople and homeowners respectively. Our product creates an online centralised database of the best tradespeople available based on reviews and experience. It makes it easy to access reviews and presents all information needed to make an easy and advised decision on what is the best quote/contractor to suit your needs. Websites are fast becoming the dominant recruitment tool for businessess (Employers turn to recruitment websites, 2007), this also provides an opportunity for advertisers particularly in the construction and building sector to promote and directly reach their target audience.
3.5 Suppliers and Partners

The main suppliers of our company are the media. In particular print, radio and television. It is vital that we develop a working business relationship with the media as this is the primary
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avenue the company will generate interest in the product and service. It will also allow the company to build value by being able to reach its audience and build its customer base. Telecommunication firms supply the company with the systems and products required to securely maintain and manage the confidential information flowing through the website i.e Telecom and Vodafone. A partner of the company is the social media i.e Facebook, Twitter, Google. A collaboration with social media is vital in delivering our core product to our customers. It adds value to the overall experience and important to the feedback aspect of the website. Apple and Android App developers are also another important partner in allowing the company to work effectively in the online/mobile space.
3.6 Strategy: Differentiation

The scope of the company is very broad in its target customers. It attempts to target all tradespeople from every area of that sector. The company targets plumbers, electricians, handymen and every other tradesman who work on a contract business. In terms of cost and pricing structure is high cost. There will be a certain percentage of each accepted quote paid by the tradespeople (similair to a tax) and additional charges to becoming certified to add to their opportunities. This represents a different structure to our competitors. The overall strategy is therefore Differentiation.
3.7 Value Chain Activity: Technology, Research & Developement

The most important value chain activity for this business is Technology, Research & Developement. Technology development is the most important activity for a website based company. They have to constantly update and develop their website based upon the needs of their customers and the ever changing sector of mobile space. Keeping the website updated and user friendly is vital in delivering value to customers by becoming more producitve and efficient.

3.8 Business Processes

3.8.1. QUOTE GENERATING PROCESS - The process begins with a home/business owner

posting up a job on the website. Once posted the potential contractors receive and are able to view the job. The contractor then checks his/her schedule, researches costs associated with job. To show interest in job they create and send a quote for the customer. The customer recieves the quote and can decide whether or not to proceed. This must be backed with this most efficient software and technology QUOTE GENERATING PROCESS MODEL
START

Create Job Post IT IT Department Department

Quote Generating System

View/Receive Job

Check Schedule/ Feasibility

Interest in job?

Yes

Create/Send Quote

No

Receive Quote

END

3.8.2. CUSTOMER SUPPORT PROCESS

This process is a vital part of the background

technological process required for the company. It deals with feedback and complaints. A complaint or feedback is placed with the customer support team. Once the feedback/complaint has been received by the team it is put on the customers record in the customer database. The team will then attempt to rectify issue. If no solution is availble then the team will refer the matter to a more specialised division of company. CUSTOMER SUPPORT PROCESS MODEL
Start

Create complaint/ feedback Customer Support Service Customer Support System

Receive complaint/ feedback

Update customer file on database

Is there solution?

No

Transfer to specialized department

Yes

End

3.9 Functionalities
3.9.1. QUOTE GENERATING PROCESS

Generate job post on website Interested contractors are able to respond to post

3.9.2. CUSTOMER SUPPORT PROCESS

3.10 Systems

Customer details can be quickly updated in system Transfer issue to specialised sector of business

3.10.1. QUOTE GENERATING SYSTEM

The system opens a more direct line of

communication between the homeowners and potential contractors. In built is the ability for correspondence between the two parties with a post and response forum available. The value in the system lies in the fact that multiple quotes can be generated of a singular advertisement by the homeowner which gives the homeowner most of the information required to make a decision that yields the most value.
3.10.2. CUSTOMER SUPPORT SYSTEM

A major facet of the company is customer service and

support. This system will attempt to simplify and enhance the customer experience process by automating features of the process with the use of wireless headsets, online calling, clickto-transfer. In finding solutions to problems, this system will allow us to enact our vision of providing an easy to use platform
3.10.3. WEBSITE MANAGEMENT SYSTEM

This system supports the backbone of the

company, being a website. The purpose of this system is ensure then smooth running of the website and online operations. It gathers data from the various facets of the website i.e usage statistics , processes it into reports that can be used by management to maximise efficiency of the website as to deliver value back to customers.

3.11. Summary Table: Value Chain to Systems

Value Chain Activity

Processes 1. Quote Generating Process

Functionalities 1. Generate job-post on website. 2. Ability of contractor to respond to post.

Specific Information System(s) Quote Generating System Website Management System Customer Support System

Technology, Research & Developement

Broad Information System(s) Transactional Processing System Enterprise Resource Planning cheese system Decision Support System Enterprise Resource Planning System Customer Relationship Management System

2. Customer Support Process

1. Update customer details on database. 2. Transfer of matter between sectors of company.

Website Management System

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CONCLUSION

The main purpose of this initiative was to build an easy to use and accessible platform tailored to our 3 main customers. From key value chain activity to systems used it can be seen that the focus of this start-up is to deliver value back to customers thereby increasing customer base. The report outlines the importance and reliance that this company places on information systems to eliminate, simplify and automate processes in order for us to deliver and put into action the vision of the company.

REFERENCES

1. Employers turn to recruitment websites. (2007). NZ Business, 21(3), 6. 2. Frontier Economics Pty. Ltd. (2011). State of competition in New Zealand mobile market. Australia: Author 3. Baker, G. (2013). Baker, G. (2013). THE BUSINESS BUILT ON WORD OF MOUTH. NZ Business, 27(2), 16-17. Retrieved from Business Source Premeir. 4. Hargreaves, L. (2013). Low barriers, high standards. http://www.recruiter.co.uk/opinion/2013/05/low-barriers-high-standards/ 5. Battersby, L.. (2012, August 23). Seek leaves rest behind in job search market. Sydney Morning Herald, p. 5. Retrieved from Academic OneFile.

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