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INFOSYS.110 BUSINESS SYSTEMS: DELIVERABLE 2: BUSINESS SECTION SUMMER 2014 Name NetID Group Number: Website Link: Tutorial Details Time Spent on Assignment: (Mia) Moon Sun Chung mchu104 045 http://infosys110group045.blogspot.co.nz/ Tutor: Day: Time: Yvonne Hong Tue, Fri 3pm 20 hours Word Count: 1453

RATE(REALTIME ASSESSMENT TOOL OF EXPERIENCE)


INTRODUCTION

To improve quality of service for patients in hospitals, feedback is one of the fundemental source to hear directly what they feel about their experience. Currently, realtime feedback survey is conducted through emails or at the hospital from the staff of the service. The current system has a problem retaining enough feedback due to their lack of motivation to participate that inconvenience make and being insecure about exposing them with the feedback for patients who wants to leave comments anonymous. RATE is an mobile application which guides any smart device users to give feedback of their experience any time as well as providing other information and administration services for higher participation of users. We highly expect the RATE system to be a convenient way to increase the real-time feedback in hospital for their service quality improvement.
3. BUSINESS SECTION 3.1 Vision

To provide the most convenient tool for real-time feedback and administration in hospitals/medical services.
3.2 Industry Analysis: Hospital mobile application indusry

Industry: Hospital mobile application industry. Buyers to be hospitals or medical services.

Force:

High/Low:

Justification:

Buyer power:

Low

There currently is no hospital specialised software in NZ for feedback and administration that hospitals/medical services can adapt immediately.

Supplier power:

High

As there are no optimised services in present for

hospital services application in NZ, the hospitals/ medical services have less choices and it is relatively hard to switch the supplier once it has been implemented, thus the own supplier power is high.

Threat of new entrants:

High

There are more than a hundred software developers in NZ (based on the results found on NZ Search) (NZS, 2014). The entry barrier for current software developer to focus on hospital application is relatively low.

Threat of substitutes:

Low

Buyers can use the current feedback system by emails or in person. However, current system is not being effective with inconvenience and low response in realtime feedback. Hence substitutes for convenient combined services with feedback and administration is low.

Rivalry among existing Low competitors:

There is no existing mobile feedback/administration application that has been adopted for hospital in NZ. Therefore, the revalry in present is low.

Overall attractiveness of the industry: Despite the number of software developers in NZ, there is no current software that has been specialised in feedback & administration for hospital and medical services which gives RATE a first-mover advantage with its competitive advantage being specialised company for hospitals.
3.3 Customers and Their Needs

Hospitals and medical services need patients and users to provide feedback to improve the service quality they give to them. Especially real-time feedback is critical as they can provide

adequate services to the people in their centre during their stay. The current system for feedback in most of hospitals in New Zealand is via emails to direct users (which drags to the website survey) and in person, which gives only a quarter of response as a result in Auckland Hospital and non of them being real-time (ADHB, 2013). And thus, hospitals are having trouble obtaining the feedback on their services realtime and even afterwards. They need a convenient access/tool for their own customers to provide feedback for their development. The more responses they get the better enhancement they will achieve. In order to attract more users to participate the feedback application, other functionalities need to be added in the software which is also being helpful to their effective administration services.
3.4 The Product and Service

The RATE, mobile application for hospital feedback and administration, will provide a simple access for all users (not only patients) in hospitals with their own ID or by anonymous depending their preference of exposure. The users can choose which department their feedback to be sent and can also be segmented to on-call, outpatient, administration and etc based on the requirement of the app users. Also, RATE provides appointment and administration services the hospitals and their own customers to interact promptly and efficiently for their schedule confirmation and so on. Furthermore, under live-chat option (depending on hopitals manpower capacity), users are able to access the system to communicate with hospitals on real time basis. Major function of RATE a. Open general feedback b. Alert for feedback to recent users of the hospital c. Live-chat (customer can choose the option under their available labour force) d. Appointment schedule/calendar (with alert and confirmation features) e. Other hospital information (Map, Contact information, User history and etc)

3.5 Suppliers and Partners

As being a software development company, there is no raw material suppliers. However, companies with copyright tools for application making process, such as JAVA or Eclipse, and professional computers and related tools manufacturers can be suppliers. Partners are the distributors of the application to the market, such as Google PlayStore, Apple App Store, Samsung Apps and etc.
3.6 Strategy: Focused differentiation (high cost) strategy

The market is considered to be narrow as the product is targeted for the specific customers only (hospitals and medical centres in NZ). As RATE being a speicalised product which protects against substitues and act as an entry barrier the buyers have relatively less power to find alternatives and negotiate the price further. The overall strategy is therefore Focused high cost strategy.
3.7 Value Chain Activity: Te chnology Development (and R&D)

The most important value chain activity for this business is Technology Development. As RATE is a software product/service, the technology development is fundamental part of the business. Making the application efficient for focused customers and their users requires high level of technologies and resources to minimise conflicts and errors might occur on application. With providing differentiated but also stabilised service, the organisation will maximise customers satisfaction and will gain firm trust.
3.8 Business Processes
3.8.1. PRODUCT/SERVICE PRODUCTION PROCESS The production is processed by linking

RATE system to customers needs. As a first step, the business needs to identify customers requirement and find the consensus for the concept of application. Through market research and detailed analysis, make the application desirable to the order. Implement the tests under number of scenarios as many situations as possible and if the application is passed the test to be distributed, the final product is to be delivered in the market for end users.

Make the Product/service system with Technology Development

3.8.2. PRODUCT/SERVICE MAIN TENANCE PROCESS -

As end users start using the application,

some users will register their data under customers(hospital) approval and start interacting each other. As data is collected the service will have reviews from customers and end users to enhance the products quality to customers preference and the application is consistantly updated. - Technology development system & Service after sales

3.9 Functionalities
3.9.1. PRODUCT/SERVICE PRODUCTION PROCESS

Automated link of customer database. The application needs to interface with current hospital system.

3.9.2. PRODUCT/SERVICE MAIN TENANCE PROCESS

Auto alert for rate/review to end users for system enhancement. Monitoring system of the application is to keep the product up to date and prevent errors and viruses.

3.10 Systems
3.10.1. CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

Each customers would have

different needs and thoughts about the product. To fulfil their satisfaction as much as possible, it is important to gather customers data, including customer s customers (end users) data to meet the best preference that RATE can offer following with its vision.
3.10.2. WEB BASED SELF SERVI CE SYSTEM

RATE can acquire the feedback for their

product/service itself through the web-based self service system to customers and end users. For example, App Store reviews, customer(Hospitals) feedback on RATE developers website.
3.10.3. CONTENT MANAGEMENT SYSTEM

Having tools to manage, edit, store in a system so

that the workers can share the flow of information in a collaborative environment therefore the all workers can correspond to customers needs.

3.11. Summary Table: Value Chain to Systems

Value Chain Activity 1.

Processes Product/service Production Process Product/service maintenance Process 1. 2. 1. 2.

Functionalities Auto link of user data. Interfaces with hospital system. Auto alert for reviews and feedback Monitoring system tool to keep up to date and prevent errors

Specific Information System(s) Automation system Knowledge management system Web based self service system Content management system

Broad Information System(s) Collaboration System Collaboration System Customer relationship management system Customer relationship managment system

Technology Development
2.

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CONCLUSION

RATE can provide the feedback and administration process to be much more effective and easy compared to the current systems implemented in most hospitals and medical services in NZ. With functionalities that customers and the end users can interact efficiently, it will help increasing the return of real-time/after feedback percentage as well as providing simpler way of administration service to the hospitals. Also RATE is a suggesting solution for the facing problems of hospitals and medical services that are RATE s potential customers.

REFERENCES 1. NZ SEACH. (2014) Software development companies. Retrieved from http://www.nzs.com/computers/software-development-companies/ 2. ADHB. (23.OCT.2013). ADHB Patient Experience Admin Report No.23 3. Ryall, H T. (21.OCT.2013). Public to have more say on hospital care. Retrieved from http://www.scoop.co.nz/stories/PA1310/S00332/public-to-have-more-say-on-hospitalcare.htm 4. Doctors.co.nz.(2010).North Shore hospitals patients vent in real time. Retrieved from http://www.nzdoctor.co.nz/news/2010/november-2010/24/north-shore-hospital-patientsvent-in-real-time.aspx

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