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INFOSYS.110 BUSINESS SYSTEMS: DELIVERABLE 2: BUSINESS SECTIONSUMMER 2014

Name (Mia) Moon Sun ChungNetID mchu104Group Number: 045Website Link: http://infosys110group045.blogspot.co.nz/

Tutorial DetailsTutor: Day: Time:Yvonne Hong Tue, Fri 3pm

Time Spent on Assignment:

20 hours Word Count: 1453

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RATE(REALTIME ASSESSMENT TOOL OF EXPERIENCE)

INTRODUCTION

To improve quality of service for patients in hospitals, feedback is one of the fundemental

source to hear directly what they feel about their experience. Currently, realtime feedback

survey is conducted through emails or at the hospital from the staff of the service. The

current system has a problem retaining enough feedback due to their lack of motivation to

participate that inconvenience make and being insecure about exposing them with the

feedback for patients who wants to leave comments anonymous.

RATE is an mobile application which guides any smart device users to give feedback of their

experience any time as well as providing other information and administration services for

higher participation of users. We highly expect the RATE system to be a convenient way to

increase the real-time feedback in hospital for their service quality improvement.

3. BUSINESS SECTION

3.1 Vision

To provide the most convenient tool for real-time feedback and administration in

hospitals/medical services.

3.2 Industry Analysis: Hospital mobile application indusry

Industry: Hospital mobile application industry. Buyers to be hospitals or medical services.

Force: High/Low: Justification:

Buyer power: Low There currently is no hospital specialised software

in NZ for feedback and administration that

hospitals/medical services can adapt

immediately.

Supplier power: High As there are no optimised services in present for

hospital services application in NZ, the hospitals/

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medical services have less choices and it is

relatively hard to switch the supplier once it has

been implemented, thus the own supplier power

is high.

Threat of new entrants: High There are more than a hundred software

developers in NZ (based on the results found on

NZ Search) (NZS, 2014). The entry barrier for

current software developer to focus on “hospital

application” is relatively low.

Threat of substitutes: Low Buyers can use the current feedback system by

emails or in person. However, current system is

not being effective with inconvenience and low

response in realtime feedback. Hence substitutes

for convenient combined services with feedback

and administration is low.

Rivalry among existing

competitors:

Low There is no existing mobile

feedback/administration application that has

been adopted for hospital in NZ. Therefore, the

revalry in present is low.

Overall attractiveness of the industry: Despite the number of software developers in NZ,

there is no current software that has been specialised in feedback & administration for

hospital and medical services which gives RATE a first-mover advantage with its competitive

advantage being specialised company for hospitals.

3.3 Customers and Their Needs

Hospitals and medical services need patients and users to provide feedback to improve the

service quality they give to them. Especially real-time feedback is critical as they can provide

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adequate services to the people in their centre during their stay. The current system for

feedback in most of hospitals in New Zealand is via emails to direct users (which drags to the

website survey) and in person, which gives only a quarter of response as a result in Auckland

Hospital and non of them being real-time (ADHB, 2013). And thus, hospitals are having

trouble obtaining the feedback on their services realtime and even afterwards.

They need a convenient access/tool for their own customers to provide feedback for their

development. The more responses they get the better enhancement they will achieve. In

order to attract more users to participate the feedback application, other functionalities

need to be added in the software which is also being helpful to their effective administration

services.

3.4 The Product and Service

The RATE, mobile application for hospital feedback and administration, will provide a simple

access for all users (not only patients) in hospitals with their own ID or by anonymous

depending their preference of exposure. The users can choose which department their

feedback to be sent and can also be segmented to on-call, outpatient, administration and

etc based on the requirement of the app users. Also, RATE provides appointment and

administration services the hospitals and their own customers to interact promptly and

efficiently for their schedule confirmation and so on. Furthermore, under live-chat option

(depending on hopitals’ manpower capacity), users are able to access the system to

communicate with hospitals on real time basis.

Major function of RATE

a. Open general feedback

b. Alert for feedback to recent users of the hospital

c. Live-chat (customer can choose the option under their available labour force)

d. Appointment schedule/calendar (with alert and confirmation features)

e. Other hospital information (Map, Contact information, User history and etc)

3.5 Suppliers and Partners

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As being a software development company, there is no raw material suppliers. However,

companies with copyright tools for application making process, such as JAVA or Eclipse, and

professional computers and related tools manufacturers can be suppliers.

Partners are the distributors of the application to the market, such as Google PlayStore,

Apple App Store, Samsung Apps and etc.

3.6 Strategy: Focused differentiation (high cost) strategy

The market is considered to be narrow as the product is targeted for the specific customers

only (hospitals and medical centres in NZ).

As RATE being a speicalised product which protects against substitues and act as an entry

barrier the buyers have relatively less power to find alternatives and negotiate the price

further.

The overall strategy is therefore Focused high cost strategy.

3.7 Value Chain Activity: Technology Development (and R&D)

The most important value chain activity for this business is Technology Development.

As RATE is a software product/service, the technology development is fundamental part of

the business. Making the application efficient for focused customers and their users

requires high level of technologies and resources to minimise conflicts and errors might

occur on application. With providing differentiated but also stabilised service, the

organisation will maximise customer’s satisfaction and will gain firm trust.

3.8 Business Processes

3.8.1. PRODUCT/SERVICE PRODUCTION PROCESS – The production is processed by linking

RATE system to customers’ needs. As a first step, the business needs to identify customers’

requirement and find the consensus for the concept of application. Through market

research and detailed analysis, make the application desirable to the order. Implement the

tests under number of scenarios as many situations as possible and if the application is

passed the test to be distributed, the final product is to be delivered in the market for end

users.

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- Make the Product/service system with Technology Development

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3.8.2. PRODUCT/SERVICE MAINTENANCE PROCESS - As end users start using the application,

some users will register their data under customers(hospital)’ approval and start interacting

each other. As data is collected the service will have reviews from customers and end users

to enhance the product’s quality to customers preference and the application is consistantly

updated.

- Technology development system & Service after sales

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3.9 Functionalities

3.9.1. PRODUCT/SERVICE PRODUCTION PROCESS

Automated link of customer database. The application needs to interface with current hospital system.

3.9.2. PRODUCT/SERVICE MAINTENANCE PROCESS

Auto alert for rate/review to end users for system enhancement. Monitoring system of the application is to keep the product up to date and

prevent errors and viruses.

3.10 Systems

3.10.1. CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM – Each customers would have

different needs and thoughts about the product. To fulfil their satisfaction as much as

possible, it is important to gather customers data, including customer’s customers (end

users) data to meet the best preference that RATE can offer following with its vision.

3.10.2. WEB BASED SELF SERVICE SYSTEM – RATE can acquire the feedback for their

product/service itself through the web-based self service system to customers and end

users. For example, App Store reviews, customer(Hospitals) feedback on RATE developers

website.

3.10.3. CONTENT MANAGEMENT SYSTEM – Having tools to manage, edit, store in a system so

that the workers can share the flow of information in a collaborative environment therefore

the all workers can correspond to customers needs.

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3.11. Summary Table: Value Chain to Systems

Value Chain Activity

Processes Functionalities Specific Information System(s)

Broad Information System(s)

Technology

Developmen

t

1. Product/serviceProductionProcess

1. Auto link of user data.

2. Interfaces with hospital system.

Automation system

Knowledge management system

Collaboration System

Collaboration System

2. Product/service

maintenance Process

1. Auto alert for reviews and feedback

2. Monitoring system tool to keep up to date and prevent errors

Web based self service system

Content management system

Customer relationship management system

Customer relationship managment system

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CONCLUSION

RATE can provide the feedback and administration process to be much more effective and

easy compared to the current systems implemented in most hospitals and medical services

in NZ. With functionalities that customers and the end users can interact efficiently, it will

help increasing the return of real-time/after feedback percentage as well as providing

simpler way of administration service to the hospitals. Also RATE is a suggesting solution for

the facing problems of hospitals and medical services that are RATE’s potential customers.

REFERENCES

1. NZ SEACH. (2014) Software development companies. Retrieved from http://www.nzs.com/computers/software-development-companies/

2. ADHB. (23.OCT.2013). ADHB Patient Experience Admin Report No.23

3. Ryall, H T. (21.OCT.2013). Public to have more say on hospital care. Retrieved from http://www.scoop.co.nz/stories/PA1310/S00332/public-to-have-more-say-on-hospital-care.htm

4. Doctors.co.nz.(2010).North Shore hospitals patients vent in real time. Retrieved from http://www.nzdoctor.co.nz/news/2010/november-2010/24/north-shore-hospital-patients-vent-in-real-time.aspx

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