assignmentDB

Problem Based Learning Scenario:

A retail store, wants to offer its products online in response to numerous customers requesting to be able to purchase the company’s products electronically. The company is beginning to see some growth, in spite of the recent economic downturn. The company strives to meet the needs of its customers, including giving them the perception that they are the highest priority for the company. Being a profitable operation has not always been the case and historically, the company has struggled with customer service issues, inventory management problems, employee turnover and poor productivity overall. Naturally, the stakeholders of the company began to lose faith in the viability of the company and, unfortunately numerous stakeholders dissolved their relationship with the retail store entirely.

Approximately seven years ago, the company hired a freelance information technology organization to create an data-driven information system that would support customer records and order entry. The store manager convinced the owner of the company that this route was “the way to go.” After all, “anything would be better than what we have now.” The owner felt that since it was important to have an efficient way to track customers and orders that any computerized system would be sufficient. He was not too proud to share his lack of technology savvy and often deferred to others when it came to making decisions in this area. He often joked that “perhaps some computer training would do him and his employees some good.” After all, he was never really assured that his data was backed up correctly or that his system was secure. And what if the system crashed or the data started to appear unusual? He also had never heard of any of his employees backing up the system files either. If he lost all of his data, he honestly would not know where to turn or what to do. The very idea of his business depending so much on technology was almost too stressful to think about. Deep down, however, he really wanted some assurance that his information was reliable and secure.

The customer records and order entry system that was put in solved a few problems short term, but quickly proved to lack the capability to meet the goals and objectives and overall data needs of the company. The freelance technology company provided no documentation on how to use the system or even how it was designed. A large component that was missing was having the ability to track a product inventory. The system in its current state does not seem to be fully functional and often lets employees “override” the store procedures that the owner has clearly stated should be adhered to. For example, customers are given discounts when they are not eligible, certain products are completely depleted from inventory without being flagged for reorder, and prospects who have never placed an order are setup as customers with a “fake order” to give them free product samples and promotional materials. Usually this involves a person who is friends with the employee who sets up the “fake order” for a product that is not even real.

Although the owner does not feel he is very technically proficient, he admits that perhaps he should have researched the needs of his company and the possible options before jumping on the first opportunity that presented itself. He knows he reacted to the problem instead of responding in an effective manner. After all of that trouble, employees cannot keep track of customer

records, orders get misplaced on the system, and products that are not in inventory keep coming up as available. The problem has gotten so bad that the owner has directed all employees to resort back to the manual method to handle all daily business transactions.

At this point in the company’s history, the need for positive changes is apparent to the owner. He is committed to his company and his customers. He values all of the input that stakeholders have provided to him over the years and knows that with a little determination, the company can be a success. His employees are loyal to him and appreciate his attentiveness to their needs and concerns. He knows that each employee is good at solving problems and wants to able to reward them by recognizing when they are able to solve company problems. He sees his employees as dedicated and capable of meeting any of the goals and objectives he sets for them. He often compliments them on the cleanliness of the store and the way that the shelves are organized. He has told them that the company takes pride in its appearance and being able to greet the customer with a smile. This includes having the products the customer wants at a reasonable price; that is what he calls customer service.