Report of final exam project subject business information systems and processes

Our goal is to provide quality products at reasonable prices and the best service to satisfy the needs of our customers from loyal K-pop fans to newbies interested in the genre.. However

VIETNAM NATIONAL UNIVERSITY, HANOI

INTERNATIONAL SCHOOL -

REPORT OF FINAL EXAM PROJECT

Subject: Business Information Systems and Processes Class: INS203705

Lecturer: Nguyễn Thị Hồng Vân

1 Vũ Thị Thu Phương Introduction

Describe your company’s functional areas and its business processes

25%

2 Trần Lê Mỹ Duyên Business Model Canvas and

briefly explain each element Work Breakdown Structure, References

25%

3 Ngô Thị Hải Bình Draw a diagram for the core

business processes and explain

Function Description

25%

4 Vũ Mai Khánh Ly List function of the selected

software and explain

Conclusion Design report

25%

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Table of Contents

Work breakdown structure 2

I Introduction 4

1 Introduction about “K-pop Store” 4

2 The problem and the purpose of the report 4

II Business Model Canvas 4

1 The external factors (the right side of business model canvas) 5

2 The internal factors (the left side of business model canvas) 7

III Company’s functional areas and business processes 8

1 Describe your company’s functional areas and its business processes 8

2 Cross – functional Business Process 11

IV Information systems 12

1 Reason for choosing the selected software 12

2 Function description 13

3 List features/functions of the selected software and explain 17

V Conclusion 27

VI References 28

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I Introduction

1 Introduction about “K-pop Store”

"K-pop Store" is a small business that specializes in online sales of products related to "K-pop" - a music and cultural movement originating from Korea that is growing worldwide With the love and passion for the K-pop music genre as well as realizing that the current K-pop market is growing strongly and has great potential, we decided to establish a business that aims to meet the needs of K-pop fans across the country and bring quality products to customers “K-pop Store” offers a wide range of K-pop-related products such

as albums, light sticks, posters, photo books, magazines, related publications, etc., and thousands of other products

Our goal is to provide quality products at reasonable prices and the best service to satisfy the needs of our customers from loyal K-pop fans to newbies interested in the genre Our business is small, but we pride ourselves on the dedication and enthusiasm of our staff in serving our customers “K-pop Store” is always ready to listen and solve all questions of customers We are committed to giving our customers the best shopping experience and

satisfaction

2 The problem and the purpose of the report

Currently, our business has provided products to thousands of domestic customers However, our problem was that our current business process was outdated and caused problems in inventory management, order tracking, division of work, etc which can lead to delays in updating product information for customers, imbalance in business processes, reduced operational efficiency, and many other difficulties

Therefore, the purpose of this report is to study our core business process and provide solutions for improvement by modifying existing business processes and using Information systems/Software We believe this modification will improve our business, enhance performance and customer experience And the most important thing is to help us see and have a deeper insight into the business model and strategy

II Business Model Canvas

The right side of the BMC focuses on the customer (external), while the left side of the canvas focuses on the business (internal) Both external

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• Fast and convenient: The store has experience working with customs authorities and will bring imported products quickly and with less risk than buying directly from major distribution websites or buying hand-carried goods

• After-sales: Full warranty policy, commitment to exchange if detecting fake goods, defective goods; have a suitable settlement policy if unexpected problems occur during the delivery process and provided with full information on quality, parameters and methods of preservation,

to help customers feel secure Better quality than money spent

1.3 Channels

In order to reach customers' segments,the K-pop store uses distribution and communication channels Thereby providing customers with the desired target value

• Website: kpopstore.com.vn

• Social networking: Instagram

• Other channels: the store advertises through a variety of methods, including PPC, SEO, affiliate marketing, etc

1.4 Customer Relationship

Developing a positive customer relationship is essential if the store wants

to acquire customers, retain them, up-sell them and refer to new customers More than that, it is a crucial component of the store's business model; it requires that it take into account the kind of shopping experience that customers actually desire and give them the value they want Channels are used to build relationships The kind of customer relationships established has a significant impact on the overall customer experience

• Automated services: Customers will create their own personal online profiles on the K-pop store's sales channels (website, social networks, ), this gives access to customized services Automated services can recognize individual customers and their characteristics, and offer information related to orders or transactions Automated services can stimulate a personal relationship by offering products that customers tend

to choose from

• Personal assistant: K-pop stores build this relationship based on human interaction Customers can contact the Customer Service department to receive help during the product purchase process and assist in solving

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problems that arise in the process of purchasing products, during delivery,

or after purchase, through call centers, text, e-mail, or other means

• Communities: This relationship is built to get more involved with customers/prospects and to facilitate connections between community members The K-pop store maintains online forums on the website, social networks that allow customers to buy products to exchange information with each other, share ideas on how to use products, exchange knowledge, and solve each other’s problems Communities can also help the store better understand their customers

1.5 Revenue Streams

The store's revenue source comes entirely from product sales, not from advertising or commission to give customers the most positive shopping experience

2 The internal factors (the left side of business model canvas)

2.1 Key Resources

• Physical: Warehouses, office, web servers

• Intellectual Property: partnerships, customer databases, branding (logo, domain name: kpopstore.com.vn)

• Human resources: While the K-pop store might be functioning solely online, the reality is, living and breathing employees are still the mechanics behind the lifeblood of this shop, and while automation can automate several parts of a business, the protocol by which employees deal with each other and work together needs human touch

These key resources will drive the store's cost structure

2.2 Key Activities

• Sales: The store sells authentic products at reasonable prices, such as albums, light sticks, posters, photo books, magazines, related publications, etc

• Marketing: The store uses communication and advertising to attract customers including affiliate marketing and other forms of social media advertising Marketing campaigns are the main activities that provide a stable revenue stream for the store

• Promotion: The store applies promotions on holidays and anniversaries, such as buy one get one, random gifts, discounts, etc

• The cost of products is more than 200 million VND

• The cost to pay for facilities (warehouses, offices) is more than 50 million VND

- Employee cost: about 200 million VND

- Marketing cost: more than 20 million VND

- Some other variable costs: about 50 million VND

III Company’s functional areas and business processes

1 Describe your company’s functional areas and its business

Building a Marketing Strategy

• Define Marketing Goals: This will help businesses come up with strategies that are in line with that goal

• Shaping the target audience: The Marketing Department will shape the customer audience to determine how to reach customers and offer appropriate communication methods

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• Develop a plan for the Marketing strategy: They will plan the marketing strategy to ensure that the marketing activities are carried out as planned, achieve the goals, and bring the business results

Executing Marketing Campaigns

• Website Management: This department will build and manage the company's website, update products and prices, and create promotions to attract customers

• Advertising on social networks Instagram, Facebook: Create engaging content, advertise products, and increase interaction with customers

• Using SEO (Search Engine Optimization), PPC (Pay Per Click), Email marketing,

Evaluate and improve Marketing campaigns

After implementing the campaign, the Marketing department needs to make assessments and reports on the effectiveness of the marketing campaign, thereby identifying the weaknesses and strengths of the campaign and making plans to improve the next campaign next

Order processing

The sales department has to process orders from customers, from order confirmation to payment processing This order processing needs to be done accurately and quickly to meet customer needs as well as create satisfaction and provide the best customer experience

Order management

The sales department will be in charge of customer order management, including order processing, order locating, and order checking before delivery This process needs to be managed carefully and correctly

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c Warehouse management department

This department is responsible for the management and runs the business's warehouse operations, including goods management, warehouse control

Goods management

This department manages goods from checking inventory to planning new purchases This inventory management requires care and efficiency to ensure that the business always has a sufficient number of products to sell In addition, our warehouse management department will plan the warehousing to ensure that the new products are always fully updated, as well as perform the discharge to ensure that the customer's orders are processed and handled quickly and accurately

• Warehousing out: Goods delivery includes receiving requests for warehousing, checking order information, determining quantity and quality, packing goods, and confirming shipping

• Budget management: The accounting department will manage the budget including planning, financial reporting on receipts and expenditures such

as import of goods, product shipping, etc., monitoring budgets, and making financial decisions Good budget management will help our business orient business strategy and optimize resources

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• Financial control: The financial control of the business including expenses such as advertising costs, transportation, and other expenses to help save the business budget and increase profits

e Customer service department

The main task of the customer service department is to support customers in answering customer inquiries and requests This process includes receiving, resolving, and handling customer requests, questions, complaints about products, shipping, sales policies, product returns, and other issues

f Technical support department

Our technical support department has the function of managing the server system and developing and maintaining the enterprise's website This department is responsible for ensuring that the system operates stably and securely It also plays an important role in maintaining the website and other services The technical department needs to update the website regularly and meet the technical requirements This will help websites run smoothly and give customers the best shopping experience

2 Cross – functional Business Process

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Order processing is quite important for every business K-pop Store is no exception We can aggregate and manage orders In general, K-pop Store has 5-step process:

Take orders:

Order details are sent to the Order Management System, order processing staff determines name, phone number of recipient, address for delivery and collection One order with multiple items may ship from multiple warehouses

Order confirmation:

Kpop store will close the order with customers after receiving the order At this time, we will check if the item requested by the customer is valid, and then check the amount of goods in stock If the items are eligible and are in stock,

we will confirm the order for the customer

Delivery to the buyer's address:

Orders are transported to their final destination by shipper Orders can either be shipped directly to the customer, or they might be first consolidated with other

orders going to nearby locations

Pay and finish delivery:

When the order has been successfully delivered, the customer will proceed to pay for the product to end the purchase process

IV Information systems

1 Reason for choosing the selected software

Sapo sales management software is the most advanced sales management software available today, helping you manage and track business activities effectively to avoid loss of goods With accurate statistics and profit and loss calculation system and more effective management of promotions and discounts, you can closely manage revenue and profit

Sapo helps you have a more holistic view of your current business situation and optimize your business model With a flexible detailed reporting system and powerful analysis to help you come up with reasonable merchandise coordination business strategies

Smart sales via mobile devices: Sapo sales management software has integrated a quick and simple sales function via iPhone, iPad and smart mobile devices You do not need to sit for hours in front of the computer and still be able to optimally control the sales situation

Simple sales interface, easy to use: You can manage and sell on any device such as personal computer, ipad, smartphone anytime, anywhere without installation

2 Function description

Merchandise management: The software helps store owners manage goods in

different ways by product group, item code, origin No need to go to the warehouse, you can still know the type of goods Is the product code still available or out of stock when requested by the customer?

Warehouse management: The software supports inventory management,

inventory control and inventory at any time Inventory work at the warehouse

is done faster, more accurately and saves time with just one mouse click integrated with barcode scanners

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Sales management: Through the software, the store owner can check the top

best-selling goods in the system, display the sales of each product in a certain period of time, and check the total revenue of the store store during that selected time If your store has many branches, many employees work sales management software to help you track the sales of each employee, the transaction turnover of each branch

Customer management: The software automatically stores customer

information and purchase history, from which it is possible to divide customer groups into loyal customers, regular customers, etc., from which to have care policies appropriate customer care such as order value promotions, gratitude gifts for loyal customers, turning ordinary customers into loyal customers