IT1566 (BPIS) Assignment

Grace Tan (136811E)

Huang Xiao Yan (130543A)
Ng Jia Jia (133621Z)
Lim Zi Yi (133880W)
START
Receive call
Current Process
from customer Flow
Does the NO Enter customers
customer has info. & assign an
account? account no.
YES
Enter
account no. Enter order
information
Enter order
information
Approve Approve order/
order/send send for review
for review

Is the order been

approved or
reviewed?
 Current Process
Is the order Review the
been approved
REVIEWED
order Flow
or reviewed? manually.

APPROVED
Send the Is the order
an acceptable Cancel
order to the
YES credit risk? NO Order
warehouse

Record order in
order records Send order
database. cancellation
notification to
Issue packing a customer
slip.

Ship the
product.

END
Problems in Current Process
• Systems prone to problems
• Same customer representatives that result longer call-waiting time
• Customers cannot place order during weekends
• Large orders are reviewed slower
• Cannot track/check their order status
• Products do not arrive on time
• Possibility of products might have misplaced or lost on the way
START
Visit the
New Process
website Flow
Does the NO Enter customers
customer has info. & assign an
account? account no.
YES
Enter
account no. Enter order
information
Enter order
information
Approve Approve order/
order/send send for review
for review

Proceed to make
payment?
 New Process
Proceed to NO Cancel
Order
Flow
make payment?

YES
Send the Send order
order to the cancellation
warehouse notification to
a customer
Record order in
order records
database.

Issue packing
slip.

Ship the
product.

END
Recommendations
• Update system once every half a year (must inform customers
beforehand)
• Have customer service telephone crew over the weekends
• Implement new tracking system into their website
• Products to be mail in the next working day upon payment
• Reviewed order based on first-come-first-serve basis
• Replacement of item for the first time of product being misplaced or
lost on the way
• Create a company website for ordering and tracking procedures