GRO n GO

GRO ‘n’ GO
Always MORE for LESS

OUR TEAM
Vijai Vignesh Hetvi Naik Anandu
Karthikeyan
Hirwa Jani

TABLE OF CONTENTS
Scope
Business Strategy
IT Strategy
IT Transition Plan
IT Continuous Plan
IT Operations Plan
02
03
04
06
07
08
01 05
IT Design for the Project Conclusion

Scope
Mission Statement
• The idea here is to provide online application for finger-tip shopping of grocery.
• This application has more functions and modified graphics for use.
• It has saving mode for customer wishes and the payment options are easy and quick.
They can also track down their orders.
• We have online pick option also which they can use while driving to somewhere in
hurry.
• To give customer always more for less, fresh and be in stock.
• To give great deals on all essential goods.
• To give smooth services using just smallest device in pocket.

Business Strategy
• Promotional prices
• Social media marketing
• Search Engine Optimization
• Weekly email newsletter
• Blog writing
• Marketing with hoarding, flyers and pamphlets
How does your project meet the business strategy
• Fresh goods directly from framers and manufacturer.
• Easiest reachable location and size with sorted goods.
• Seasonal ingredients (with peak of flavours).
• Money saving offers.
• Ordering from self order kiosk.
• Easy payment system.

IT Strategy
• To give access to consumers through our website and mobile application
• To provide loyalty points for purchases through membership card.
• To give notifications on a weekly or monthly basis considering the consumer’s choices of
purchase.
• Simple and attractive user interface (Mobile application)
• Safe and Secure payment with proper Authentication
• Notifying customers about new products.
• Delivery Tracking.
• Estimate calculator
How does it match the Business Strategy?

The Task: Expanding the franchise
Assumptions:
• Location has been found and business case (money) has been approved.
• Product high level feature/ functionality is agreed to with marketing. Details are yours.
• Target date of launch is 6 months from now.
• Resources are available.
Changes:
• We need to buy all new hardware for new location
• We need to inform internet service provider about the requirement of new connection.
• We need to set the sharing connection of this new place with the existing server.
• We need new barcodes for all the products that are newly introduced or updated according to the
seasons.
• Both the locations should be updated with all new list of goods, price and quantity from the inventory.
• All this updates should be attached and flashed into the application too.

Service Design
Key Criteria:
2020-04-269
Scalability
• Easy Access.
• User friendly.
• Centralized Server location.
• Platform Independent.
• Collect Customer Review.
Availability Reliability / Fault Tolerance
• Performing Consistently well
• On time online pickup available.
• Effective Implementation.
• Cost Efficient.
• 24/7 Customer Support.

Maintainability
 Implementation mapping and vice versa.
 Proactive Measures.
 Updating the application on Regular Basis.
Serviceability
 Providing Unique Content.
 Gaining trust of customer with product review.
 24/7 Technical Support from customer care.
Manageability
 Adopt changes suggested by customer.
 Easy and secure Payment Options.
 Proper Product Tracking.

Design Cont’d
High Level Plan :
Implementation:
 The application is divided into two modules first GUI for the customers who wish to buy the
articles.
 Second is for the storekeepers who maintains and updates the information of goods and those of
the customers.
 The other option of online pick will help customer to make a list and payment through the drive
and then collect from nearest location which can be found using GPS and data stored in
application.
 We will have kiosk machines which will help customer to self-check-out.

Major tasks:
• Responsive Web Design.
• Marketing.
• Cloud Storage.
• Centralized Database.
• Contracts with Business Partners.
• Customer Service and Feedback
Durations:
For Website:
Identifying the needs and creating a plan (1-2 weeks)
Website Design (2-3 weeks)
Development phase (1-2 months)
Final review (1 week)
For Cloud Storage And Database:
Maximum period of 2 weeks.
For Business And Customer Care:

Order To Implement:
• Study the market.
• Find partners and best offers.
• Start building the website.
• Write contract with dealers and partners.
• Run project in pilot.
• Marketing.
• Make the website secure.
• Launch the project.
• Take care of customer service.
• Build up the customer service
Test:
• Run the project and introduce it inside the company first.
• Advertising and marketing.
• Monitor and ask about feedbacks

Day to day management:
• List down all the activities, projects and tasks that are performed.
• Document everything.
• Clearly defining the roles and responsibilities of every person.
Support:
• 24/7 Customer Support.
• 30 Days Replacement Policy.
• Remote Desktop Support.

Transition Plan12
Procurement of equipment and services
kiosk Machine
Application Developer
Payment Services
Marketing Services
Delivery Services
Customer Services
Communications management
Supplier:
To communicate with all new updates.
To demand the new requirements.
Change and policies and contract.
Employees:
Communicate for all the admin works and reports.
To train them for all the new updates.
To send the reminders between all the levels of organisations.

Exchange of data between online and offline department:
• To discuss the demands and appreciations of the customers.
• To resolve the issues of delivery, payment, application faults and complains of customers.
Technical team:
• To communicate for all the disrupt and incidence.
• To support all new requirements and even though making process user friendly.
• To be the pillar during an alternative process.
Customers:
• To know all the demands of market and having feedback
• Advertising them discount and benefits.
Marketing Team:
• To give the best deals and enlarge the market
• To know what type of products, do customer want

3. Alpha Testing and Evaluation
For alpha test we need to perform mock test for following:
1. Normal purchase test
2. online purchase test
3. online pickup test
4. kiosk machine test
5. return/refund process test
Evaluation will be based on the average of 3-4 times test results and calculating success rate.

Release Management:
The Release Management consists of checking the following:
• The application
• The Website
• The Server
The process is given as follows:
First of all we must check the application and the website as it has any bugs or issues related with it
and this can be carried out with the help of the company professionals, additionally we can also test-
run the application and the website with some customers as we can get some feedback from them
regarding the improvement of the UI (User Interface) experience. We must also check the network
functionality by checking the server and its database to ensure everything goes well without any
interruptions. The test of the server and the network can be carried out before three weeks and the
application testing can be done before two weeks before the final release.

6. Support management
E-mail
 It will be a kind of support for any issue or appreciation subjected to specific products.
Customer call service
 It will be a support as help desk or complain desk.
Online feedback
 It will be support for all good things and way of recommendation for betterment.
Product Descriptions
 It will be the best communication support to customer and by providing all details on application will also be the
helpful in creating a user-friendly atmosphere.
Demo of how to use application
 To support customers for easy and quick purchase and better understanding of application and offers.

IT Operations plan
 Operational service objectives from an IT perspective.
○ Available for online pickup response:
Been there for any online orders to service details and provide them proper acknowledgement to
customer.
Maintain a tracking system and e-receipts generation for all transactions.
○ Customer care services:
To be upfront always for complains resolution. Be responsive for their demands and
advices.
○ Backup for breakdowns:
To be ready with replacements for devices or systems. Normal loopholes pre-prepared in
proper format.

3 typical IT operations matrices
Media available/application available
 The performance the application should be highly satisfactory for the customer i.e.
application should be quick, accurate and user interface should be very easy to handle.
Time to resolve incident or problem
 Decrease the time to resolve any issue better will be the application and business. Having the
best alternative during crisis will increase the trust of customer and will benefit our business.
Time to resolve any complain on first call
 Instant solutions to customer will be the best approach to have regular customer. The couple
to call we show lack of our business whereas the customer will be troubled as well complains
will be higher.

3 Typical incidents that could occur
○ Complains of bad goods/wrong shipped goods from customer
The customer can have some bad experience for online order or online pickup or online
payment and judge our store as an worst one. The in store services will also effect to online
feedbacks of customer; which is reviewed by all non-customer.
○ Application crash down
The application can be effected due to constant load or lack of updating. It can even
happen when the user or hacker tried to manipulate data during any updating or changes
of the application.
○ Price match
The competitor pressure will make your profit go in vain. In order to have the customer
faithful with us we need to do price match and give the product to lower prices.

Payment issue
It can be a major factor if the payment is being miss placed or transferred to some another account
or it have less options according to customer.
Problems that could occur
Theft:
The issue of barcode and antitheft devices can create an biggest issue. The CCTV breakdown will
make us face great losses. Data can be stolen or corrupted due to hackers.
Payment system went down:
The system went down due to late response of server and bank to our server or use in the network of
our store. The payments will be stopped or will go on hold due this and all online purchase will go
down.

○ Updating goods and price with seasons:
We need to constantly update new products or goods according to new market
updating as well as per the seasons demands goods should be also made available
for the customer.
○ Price match and discounts compare to competitor:
We need to give the products on lower prices or without thinking of profits if the
competitor’s low price to have a faithful customer.
○ Request Fulfillment requests that would be required.
○ Request for login credentials:
We need to constantly provide portal and links for user’s login or change of
password. A separate person or space needs to free always for there issue.

 Ideas to have environment more secure:
○ AAA protection:
We can secure all the details of customer to use their application and payment with an proper
authentication and passwords. Keeping it in full verification steps with minimum information
we can have secure network. We can even generate OTPs for them.
○ X-site scripting:
■ We can block the hackers to pop-up fake advertisement and stealing the data of
customers. We can even help customer to warn by not entering any invalid part of
application.

IT Continuous Improvement Plan
1. Critical Success Factors (CSF):
 Stocked and low price
 Positive feedback/ customer satisfaction
 marketing
2. Key Performance Indicators (KPI) for the CSFs:
 Inventory database calculation and lowest price match sale records.
 Feedbacks from survey and rating , reviews , comments on net.
 Number of online sales.
3. Desired outcome - the benchmark:
BEST IT SYSTEM OF GROCERY SELLERS
BEST E-COMMERECE APPLICATION WITH MOST USER FIRENDLY INTERFACE

IT Continuous Improvement Plan
 Actions to meet the targets:
○ Step 1: we will Identify all Critical Assets
○ Step 2: List out all Possible Disasters
○ Step 3: Plan to Protect Your Critical Assets in Each Scenario
○ Step 4: Make a Plan for Workers
○ Step 5: Make a Communication Plan
○ Step 6: Make a Plan for Systems and Data
○ Step 7: Find an Alternative Location
○ Step 8: Appoint Leaders
○ Step 9: Test the Plan
○ Step 10: Practice Regularly, and Refine as Necessary

Conclusion
 Objective to be meet:
To be the lowest price selling brand on just a click with always in-stocked and
trending goods
 Risk analysis and mitigation:

GRO n GO

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