Automated Service Kiosk

1 May 20061 May 2006 CS 411 Red Group - A.S.K.CS 411 Red Group - A.S.K. 11

Automated Automated Service KioskService Kiosk

Grant ApprovalGrant ApprovalCS 411CS 411

Spring 2006Spring 2006

Presented by:Presented by:Mylène CoverMylène Cover

Keegan MorrisonKeegan Morrison

1 Ma1 Mayy 2006 2006


Team OrganizationTeam Organization

Hill PriceGeneral Manager

Mylène CoverProject Manager

Enrique PolancoResearcher

Technical Writer

Jared MillerGUI Programmer

Web Master

Keegan MorrisonHardware Specialist

Web Master


OutlineOutline

BackgroundBackground Societal EnhancementsSocietal Enhancements Beta TestingBeta Testing Project Scheduling RequirementsProject Scheduling Requirements Project BudgetProject Budget PrototypePrototype


Societal Problem DefinedSocietal Problem Defined

Poor customer service in Poor customer service in retail is a cause for low retail is a cause for low

customer retention.customer retention.


Shopping Experience


Poor customer service is on Poor customer service is on the top five list of reasons the top five list of reasons

why businesses fail.why businesses fail.- - Center for EntrepreneurshipCenter for Entrepreneurship

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]

Did you know…?Did you know…?


CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]

Why do customers leave? Why do customers leave?


Keep your customers!Keep your customers!

Repeat customers spend 33% Repeat customers spend 33% more than new customers*more than new customers*

It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customer*existing customer*

Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customers*than new customers*

Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to ads**mouth as opposed to ads**

*Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]

**Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]


Proposed Solution Proposed Solution Defined/GoalDefined/Goal

Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will

serve as an serve as an alternative source alternative source of knowledge and of knowledge and

help for help for consumers.consumers.


Project Research ObjectivesProject Research Objectives

Design a friendly customer Design a friendly customer interfaceinterface

Produce interface with inventory Produce interface with inventory databasedatabase

Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses

Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons


Solution CharacteristicsSolution Characteristics

Display all available items at specific storeDisplay all available items at specific store Notify of stock availabilityNotify of stock availability

Produce a map of inventory general locationProduce a map of inventory general location Compare productsCompare products Explain key terms/in depth or quick overview of product Explain key terms/in depth or quick overview of product

descriptiondescription Analyze queries and hits/missesAnalyze queries and hits/misses Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-store experiencesGive customers an outlet for voicing in-store experiences Provide option to queue up for additional assistance from Provide option to queue up for additional assistance from

associateassociate


A.S.K. System A.S.K. System


Technical ComponentsTechnical Components

Touch screen monitor Touch screen monitor

ASK softwareASK software Thin clientsThin clients Inventory database interfaceInventory database interface Internal databaseInternal database

Network connectionNetwork connection

ServerServer


ScopeScope


A.S.K. Database OverviewA.S.K. Database Overview


A.S.K. will not…A.S.K. will not…

Replace associatesReplace associates Collect personal information from Collect personal information from

the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory

updatesupdates


Benefits to RetailBenefits to Retail

15% to 20% average increase in sales15% to 20% average increase in sales Improve customer experience Improve customer experience

Help is there when neededHelp is there when needed Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification

Better inform customers of products Better inform customers of products availableavailable

Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!

Increased customer satisfaction = increased salesIncreased customer satisfaction = increased salesKiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]

Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]


Societal ImportanceSocietal Importance

Consumers increasingly using:Consumers increasingly using: ATMsATMs WebsitesWebsites Self-help KiosksSelf-help Kiosks

New technology, low costNew technology, low cost Competition is technology and Competition is technology and

customer drivencustomer driven Customers expect the newest and Customers expect the newest and

most effective toolsmost effective tools


Scientific Merit & Technical Scientific Merit & Technical InnovationsInnovations

Airlines – 1Airlines – 1stst to implement kiosks to implement kiosks Declining sales – need to bounce backDeclining sales – need to bounce back Good and bad of technologyGood and bad of technology

Customers are happierCustomers are happier Customers expect similar, efficient technology in all Customers expect similar, efficient technology in all

aspects of their livesaspects of their lives

Kiosk market booming:Kiosk market booming: SalesSales BudgetBudget

Stores advised to target multi-channel Stores advised to target multi-channel consumersconsumers


Customer-Operated Kiosk Customer-Operated Kiosk Market DataMarket Data

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Evaluation PlanEvaluation PlanBeta TestingBeta Testing

The following will be tested:The following will be tested: Product’s functionalityProduct’s functionality Product’s user-friendliness Product’s user-friendliness User documentation User documentation

Each beta tester will receive the following: Each beta tester will receive the following: Basic instructionsBasic instructions User Manual (in the form of the terminal’s online help system)User Manual (in the form of the terminal’s online help system) Sample walk-throughs of the productSample walk-throughs of the product Will include troubleshooting instructionsWill include troubleshooting instructions Designed in a user-friendly formatDesigned in a user-friendly format Feedback and Comment Form (in return for coupons, for Feedback and Comment Form (in return for coupons, for

example)example)


Evaluation PlanEvaluation PlanAcceptance CriteriaAcceptance Criteria

75% of beta testing polls must react positively for the 75% of beta testing polls must react positively for the product to be considered a successproduct to be considered a success

Success is when the following are obtained:Success is when the following are obtained: Functional prototype softwareFunctional prototype software Functional prototype hardwareFunctional prototype hardware Functional integration of hardware and softwareFunctional integration of hardware and software Technical documentation for software and hardwareTechnical documentation for software and hardware Secured SBIR grant for Phase IISecured SBIR grant for Phase II


Scheduling OverviewScheduling OverviewProjected Phase IProjected Phase I

ID Task Name Start Finish DurationDec 2005 Jan 2006 Feb 2006 Mar 2006 Apr 2006

12/18 12/25 1/1 1/8 1/15 1/22 1/29 2/5 2/12 2/19 2/26 3/5 3/12 3/19 3/26 4/2 4/9 4/16 4/23

1 1d12/13/200512/13/2005ASK.1.0 Start Phase 1

2 103d5/4/200612/13/2005ASK.1.2 Phase1

3 2d12/19/200512/16/2005ASK.1.2.1 Develop Project Team

4 32d2/7/200612/26/2005ASK.1.2.2 Planning

5 43d3/1/20061/2/2006ASK.1.2.3 Requirements

6 25d4/4/20063/1/2006ASK.1.2.4 Setup

7 16d4/11/20063/21/2006ASK.1.2.5 Design

8 15d4/21/20064/3/2006ASK.1.2.6 Development

9 6d5/1/20064/24/2006ASK.1.2.7 Testing

10 7d5/9/20065/1/2006ASK.1.2.8 Implementation

11 1d5/4/20065/4/2006ASK.1.2.9 SBIR Phase 2


Scheduling OverviewScheduling OverviewProjected Phase IIProjected Phase II

ID Task Name Start Finish DurationQ1 08

Jul OctJun FebMayNov Sep

1 522d5/8/20085/10/2006ASK.2 ASK Phase 2

2 15d5/30/20065/10/2006ASK.2.1 Develop Project Team

3 15d6/12/20065/23/2006ASK.2.2 Planning

4 68d9/13/20066/12/2006ASK.2.3 Requirements

5 154d3/19/20078/16/2006ASK.2.4 Setup

6 75d6/25/20073/13/2007ASK.2.5 Design

7 130d12/24/20076/26/2007ASK.2.6 Development

8 38d2/18/200812/27/2007ASK.2.7 Testing

9 39d4/9/20082/15/2008ASK.2.8 User Documentation

10 4d4/14/20084/9/2008ASK.2.9 Implementation

11 3d5/8/20085/6/2008ASK.2.10 Prototype Developed

Q4 06 Q1 07 Q2 08Q3 07Q2 06 Q3 06 Q2 07 Q4 07

Sep Apr Jun DecMar JulOct MarJanAug Jan Aug NovFebDec Apr


Scheduling OverviewScheduling OverviewProjected Phase IIIProjected Phase III

ID Task Name Start Finish DurationQ1 10Q4 08

SepJul MayOct Sep

1 438d1/5/20105/2/2008ASK.3 Phase 3

2 4d5/7/20085/2/2008ASK.3.1 Develop Project Team

3 435d1/5/20105/7/2008ASK.3.2 Prepare Production

4 183d1/16/20095/7/2008ASK.3.2.1 Manufacture

5 158d8/25/20091/16/2009ASK.3.2.2 Warehouse

6 79d12/14/20098/26/2009ASK.3.2.3 Marketing

7 90d1/5/20109/2/2009ASK.3.2.4 Website

Q2 08 Q4 09Q1 09Q3 08 Q3 09Q2 09

Mar Dec JanJunJun JulNov OctDec JanAugMay Feb Aug NovApr


Budget OverviewBudget OverviewPhase II - PersonnelPhase II - Personnel

TitleTitle NeededNeeded Yearly Yearly SalarySalary

Employment Employment DurationDuration

Cost of Cost of EmploymentEmployment

Software EngineerSoftware Engineer 44 $50,162$50,162 247247 $206,500$206,500

Senior Software EngineerSenior Software Engineer 11 $73,533$73,533 247247 $75,678$75,678

Database Analyst/SpecialistDatabase Analyst/Specialist 11 $95,940$95,940 184184 $73,554$73,554

GUI ProgrammerGUI Programmer 22 $56,743$56,743 184184 $87,006$87,006

Project ManagerProject Manager 11 $84,546$84,546 520520 $183,183$183,183

Technical WriterTechnical Writer 22 $39,846$39,846 121121 $40,178$40,178

Quality Assurance ManagerQuality Assurance Manager 11 $87,423$87,423 186186 $67,753$67,753

Marketing Manager Marketing Manager 11 $74,498$74,498 298298 $92,874$92,874

Overhead – 40%Overhead – 40% $330,690$330,690

Total CostTotal Cost $1,157,416$1,157,416


Budget OverviewBudget OverviewPhase II - ResourcesPhase II - Resources

ResourceResource ProductProduct UnitsUnits CostCost

Terminal Operating SystemTerminal Operating System *nix*nix 55 FreeFree

CompilerCompiler GCCGCC 1 1 FreeFree

DatabaseDatabase MySQLMySQL 55 FreeFree

Network SwitchNetwork Switch Cisco Catalyst 2950-24Cisco Catalyst 2950-24 11 $550$550

Network Integration MaterialsNetwork Integration Materials Cables, etc.Cables, etc. 11 $1,000$1,000

ASK Terminal Thin ClientASK Terminal Thin Client Dell Dimension B110Dell Dimension B110 55 $6,000$6,000

ASK Terminal MonitorASK Terminal Monitor Planar PT1500MUPlanar PT1500MU 55 $2,495$2,495

ASK Records ServerASK Records Server Dell PowerEdge 2850Dell PowerEdge 2850 22 $10,000$10,000

Employee WorkstationsEmployee Workstations Dell Precision 380Dell Precision 380 55 $7,423$7,423

ASK Terminal HousingASK Terminal Housing 55 $1,000$1,000

Beta Testing CostsBeta Testing Costs $100,000$100,000

TotalTotal $128,468$128,468

Store Inventory Database Server (if needed)Store Inventory Database Server (if needed) Dell PowerEdge 2850Dell PowerEdge 2850 11 $5,000$5,000

Store Inventory Database (if needed)Store Inventory Database (if needed) Oracle Enterprise LicenseOracle Enterprise License 11 $40,000$40,000

Total with Optional Database & ServerTotal with Optional Database & Server $174,468$174,468


Budget OverviewBudget OverviewPhase III - PersonnelPhase III - Personnel

Title Needed Yearly Salary Employment Duration

Cost of Employment

Human Resources Manager 1 $86,539 Annual $86,539

Customer Service Manager 1 $63,258 Annual $63,258

Technical Support Manager 1 $89,734 Annual $ 89,734

Production Manager 1 $61,112 Annual $61,112

Marketing Specialist 1 $35,357 Annual $35,357

Legal Specialist 1 $80,668 Annual $80,668

Production Staff 10 $24,876 Annual $24,876

Technical Support 10 $47,994 Annual $47,994

Customer Service Representative 10 $27,804 Annual $27,804

Overhead – 40% $569,363

Total Cost

$1,992,771


Budget OverviewBudget OverviewPhase III - ResourcesPhase III - Resources

Resource Product Units Cost

Terminal Operating System

*nix 10 Free

Compiler GCC 1 Free

Network Switch Cisco Catalyst 2950-24 1 $550

Network Integration Materials

Cables, etc. 1 $1,000

ASK Terminal Thin Client Dell Dimension B110 5 $6,000

ASK Terminal Monitor Planar PT1500MU 5 $2,495

ASK Records Server Dell PowerEdge 2850 2 $10,000

ASK Terminal Housing 5 $1,000

Employee Workstations Dell Precision 380 5 $7,423

Total $28,468


DeliverablesDeliverablesPhase 1Phase 1

Assemble TeamAssemble Team PapersPapers

Creative Writing PaperCreative Writing Paper Descriptive Writing PaperDescriptive Writing Paper Technical Supports PaperTechnical Supports Paper Budget White PaperBudget White Paper User ManualUser Manual

Prototype DesignPrototype Design Market ResearchMarket Research Project WebsiteProject Website Lab PrototypeLab Prototype SBIR Proposal (Phase II)SBIR Proposal (Phase II)


A.S.K. Break-Even AnalysisA.S.K. Break-Even Analysis

Break-Even AnalysisBreak-Even Analysis

Cost per UnitCost per Unit $20,119$20,119

Price per UnitPrice per Unit $50,000$50,000

Profit per UnitProfit per Unit $29,881$29,881

Units needed for Break-EvenUnits needed for Break-Even 122122

Units sold (weekly)Units sold (weekly) 44

Break-Even TimeBreak-Even Time 3131


Forum/Expert FeedbackForum/Expert Feedback

Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if an A.S.K. would go to a store if an A.S.K. was availablewas available

Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.


Happy Shopper = Profit for StoreHappy Shopper = Profit for Store


Wrap-upWrap-up

Poor customer service is a Poor customer service is a problemproblem

A.S.K. will:A.S.K. will: Improve customer’s in-store Improve customer’s in-store

experience experience Help the store better meet customer Help the store better meet customer

needsneeds


Prototype: PracticalityPrototype: Practicality

Regular computer substituted for Regular computer substituted for the kiosk during demothe kiosk during demo

Simplified databaseSimplified database Web server instead of an in-store Web server instead of an in-store

serverserver


ASK Prototype OverviewASK Prototype Overview


ASK Prototype Database ASK Prototype Database OverviewOverview

MySQL DatabaseMySQL Database Three tablesThree tables

CommentsComments GlossaryGlossary SalesSales

Predictive Analysis DatabasePredictive Analysis Database


ASK Prototype Database ASK Prototype Database Comments TableComments Table

Three fieldsThree fields DateDate RatingRating DescriptionDescription


ASK Prototype Database ASK Prototype Database Glossary TableGlossary Table

Three fieldsThree fields WordWord DefinitionDefinition Quantity of QueriesQuantity of Queries


ASK Prototype Database ASK Prototype Database Sales TableSales Table

Two fieldsTwo fields SKU: Stock Keeping UnitSKU: Stock Keeping Unit CouponCoupon


ASK Prototype Database ASK Prototype Database PAD TablePAD Table

Four fieldsFour fields DateDate SKUSKU Specific Kiosk NumberSpecific Kiosk Number Items in StockItems in Stock


Store Inventory DatabaseStore Inventory Database

Eight fields (varies by store)Eight fields (varies by store) SKUSKU NameName BrandBrand PricePrice CategoryCategory LocationLocation Number in StockNumber in Stock DetailsDetails


ASK GUI SoftwareASK GUI Software

HTML HTML PHPPHP Images:Images:

InkscapeInkscape The GimpThe Gimp

MySQLMySQL


Prototype DemonstrationPrototype Demonstration

http://cs.odu.edu/~jmiller/ask/new/ask.php


Backup 1: Backup 1: Reasons Businesses FailReasons Businesses Fail

5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…

Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]


Backup 2: Backup 2: Kiosk AcceptanceKiosk Acceptance

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Backup 3:Backup 3:Competition Matrix Competition Matrix

Available to AssociatesAvailable to Associates


Backup 4:Backup 4:Forum ResultsForum Results

Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES

Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever

with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the

store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”

Automated Service Kiosk

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