Analysis
Business Process: structured and dynamic
Structured: Returns
Some parts are operated in structured process, like returns. When a customer returns an item, they must show proof of purchase through either a physical receipt or through their weekly history which is kept on their price plus account.
Once proof of purchase is confirmed the employee must fill out a refund slip with the customers information such as name, price plus card number, and the name of the item(s) being returned. Refunds over $5.99 must be signed and approved by a manager.
When an item is returned, the employee may either label the item as damaged, or may put it back if it was unopened.
Problems:
Dynamic: Social Media
ShopRite has a slew of social media accounts on each respective platform as well as a blog that they run called Potluck: a little bit of everything. All of the social media accounts are monitored by their parent company Wakefern.
They use their social media accounts to build customer relations and to market. We focused on their Facebook account. Shoprite has a main Facebook account as well as individual pages for each store location. Since two of our group members work at Shoprite in Somerville and Linden respectively, we compared the respective pages to each other. Both pages had posts that marketed the blog to drive traffic to it as well as posts that informed customers of what was going on in the stores, sales, and new products that would be on the shelves. The pages also allows customers to message them with any concerns and questions directly through Facebook Messenger and they typically reply within 24 hours. This information is great because it shows consumers that they really value their opinions.
During the return process, it only shows the last time the customer had shopped.
They use a refund log sheet to write down all the items that have been returned for the day which is susceptible to human error.
When doing returns, the worker must subrtact the tax from each transaction to give the appropriate amount of money back, and when this is not done, it causes issues for the bookkeeper.
Issues occur when customers have receipts of items that want to be returned, but are illegible, which can cause a discrepancy between the customer and employee, who now cannot verify if the return is legitimate.
They use their social media accounts to build customer relations and to market. We focused on their Facebook account. Shoprite has a main Facebook account as well as individual pages for each store location. Since two of our group members work at Shoprite in Somerville and Linden respectively, we compared the respective pages to each other. Both pages had posts that marketed the blog to drive traffic to it as well as posts that informed customers of what was going on in the stores, sales, and new products that would be on the shelves. The pages also allows customers to message them with any concerns and questions directly through Facebook Messenger and they typically reply within 24 hours. This information is great because it shows consumers that they really value their opinions.
Problems:
Some problem with this process are that, the posts do not see a lot of user engagement. The page itself has a lot of likes but the posts in turn do not. Also, some of the store information like the hours of operation are missing which is important to have on the page for the customer's and store's benefit. Lastly, there is not enough traffic on the pages for the amount of posts that the page has.During the return process, it only shows the last time the customer had shopped.
They use a refund log sheet to write down all the items that have been returned for the day which is susceptible to human error.
When doing returns, the worker must subrtact the tax from each transaction to give the appropriate amount of money back, and when this is not done, it causes issues for the bookkeeper.
Issues occur when customers have receipts of items that want to be returned, but are illegible, which can cause a discrepancy between the customer and employee, who now cannot verify if the return is legitimate.
Information System Components:
Hardware:
The ShopRite company usually operate the Dell computer(Quad core 3.4GHZ, 8GB Ram, 1TB on hard drive). Mobile computers are also used. Counter Scales (Mettler Toldeo Impact Line), Cash Registers(IBM Monitors) and Toshiba Paper Receipt are also in used.
Software:
As ShopRite is a company which operating both online and offline, so we need to mention that the operating system for the computers is Windows. Computer Generated Ordering (CGO) uses Linkage Wakelink to connect to Wakefern inventory. Meanwhile, Windows Program Impact M works as the operating system for scales. They also use POS, Kronos Workforce and People soft for the business. In addition for inbound and outbound logistics, they use Electronic Data Interchange to make both processes paperless, faster and to improve data accuracy.
Databases:
For Databases, Shoprite has historically used Microsoft SQL server and they now use DB2 Z/OS by IBM. This database provides the scale and speed for the next era as technology is always evolving. In addition, this database supports the cloud, analytics and mobile while delivering fast analytics insights. Lastly, this database helps to reduce their costs due to its in-memory database performance.
Microsoft SQL server works as their major database
Cloud computing:
They use Product Information Cloud to store their information. 1WorldSync is provider of this cloud. It uses global data synchronization and helps to link Shoprite to its suppliers. Also, it helps the company keep track of documents.
Security:
According to the website and the manager, security procedures set forth by Wakefern. They also use Panasonic Facial Recognition system, which is so fancy, as part of their security procedures to take specific people faces to register on the system. The facial recognition also gives an alert of repeated facial data that was recorded in the past and also makes it even safer by connecting it to the local police department.
Managing IT:
To ShopRite's convenience, it cooperates with Wakefern for all its IT processes. Which lower their cost ,spent on IT updating and fixing, to put on other daily operates or investment. All of the information within the database, is managed by the DBM at Wakefern, the current DBM is Neil GoodHeart.
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