Essays /

Cango Operations Essay

Essay preview

Analysis Report |
Online Gaming – CanGo Operations |
The X-treme Team – Team C May 30, 2011 BUSN 460 Professor: Dr Michael Mcgivern |

Manufacturing and Service Processes (Annie Hogan)
CanGo is considering making investments in the technology in order to improve process flow. In order to better understand the investments they are considering, it is important to fully understand the process choices and the differences between them. The process choices can be viewed on a spectrum with one end being intermittent processes and continuous processes are at the other end. Intermittent processes, or job shops, are generalized and flexible. The workers are skilled and they are able to make a wide range of products. Continuous processes are more specific and meant for more uniform products that can flow through the same operation. The tools are very specialized and the workers are highly skilled. In the middle of the spectrum are repetitive processes. An assembly line is a good example of a repetitive process. While repetitive processes do have some flexibility, they are most efficient when producing the same product over and over. Recommendation:

Because CanGo’s main goal is to launch their online gaming system, the recommendation for their manufacturing process would be to adapt a repetitive process. Online gaming is very generic and uniform, but it is important to leave room for some flexibility in case of a specific issue. CanGo would benefit from a repetitive process because most clients will have the same access to the online gaming system. It is important to have flexibility in the process in case of a technical issue or a customer with limited or expanded access to the system.

Phone Menu and Automatic Storage Retrieval System (Patricia Huey) CanGo needs to implement an upgraded phone menu and an automated storage retrieval system (ASRS) to streamline the operations for the implementation of the online gaming division. Customer service needs to be a top priority along with the ability of processing orders quicker for customer retention. The initial investment seems to be a concern to implement these but in the long-term forecasting it will become profitable for CanGo.

Recommendations:
The phone menu seems to be an important consideration since this is typically when the customer has their first experience with CanGo. Initiating change that prompts the customer through voice prompts seems to be the easiest route for the system. There is a need to acknowledge if the customer in regards to the type of phone they are using either tone or pulse. Pulse phones typically require the individual to wait on hold till a next customer service representative is available. There should be a verification of phone number that is associated to the account or the account number itself to identify the customer within the system. After that is established there are additional voice prompts for the customer to indicate where there is an issue so the proper department receives the phone call. The first prompt should be if the call is in regards to online gaming or the other services that CanGo provides such as ordering books. After such selection then the customer would be able to indicate what the reason why they are calling in regards to that service. This could include ordering services, technical issues, the status of an order, or account status. Most of the minor issues could be solved within the voice-prompted menu with automated messages indicating balance and order status. An implementation of such a phone menu system would initially cost around $25,000 for the business but in the end typically provides increases of revenue due to higher customer satisfaction and retention. (Loudin. 1997) Flow Chart (Timothy Isaacs)

To assist in this assignment CanGo should compile a flow chart to ensure that current and proposed processes and changes are efficient. Flow charts allow a pro...

Read more

Keywords

-2010 /2009/10/12/technology/internet/12cart.html /archives/1997/04/autotele.htm /e /ec/courses/13775/crs-dvuo-2148869/flash/busn460/cango_intranet/htm/memos/customerserviceprocess.html /ec/courses/13775/crs-dvuo-2148869/flash/busn460/cango_intranet/htm/memos/debbie2.html /en/reports/survey/pdf/2007_07_biz.pdf /how-%e2%80%9ce-tailing-entrepreneurs%e2%80%9d-can-outsource-storage-and-shipping/ /mbdemo/episode4/video1a.html /mw/index.php/automated_storage_and_retrieval_systems_%28as/rs%29 /olw/courses/books/consumer%20behaviour%20and%20motivation/consumer%20behavior%20and%20motivation/stages%20of%20buying%20process.html 000 1 10 100 11 1997 1999 2000 2004 2006 2007 2009 2010 2011 21 25 27 30 4 460 5 75 abil abl accept access accomplish accord account achiev acknowledg activ actual ad adapt add addit adequ adhocrat adopt advantag advertis advic advis affin afford allow along also alter altern alway amanda american analysi analyz anni approach approv april around as/rs ask asr assembl assign assist associ attempt autom automat avail avid away back balanc barrier basic becom begin behalf behavior benefit best better bid big bird book bottom brainstorm build busi business/project busn buy buyer c calcul call cango cannot capabl care carrier cart case categori caus certain certif cgi chang characterist chart check checklist checkout choic choos chronolog citi clair classifi clean client close closer colleg come commod common compani compar competit competitor compil complet complianc complic concern confid conjunct consid consider consum contain continu control convent cool cost could counter cultur current custom d day deal decid decis dedic deliber denis depart describ design desir detail determin develop devic devri diagram differ difficult digit digress direct disadvantag discount disson diversif divis dr due e e-mail e-tail earn easi easier easiest effect effici effort either embrac emerg employe empti encourag end ensur enter entertain enthusiast entir entrepreneur especi essenti establish evalu even everi everyth exact exampl execut exist expand expect expens experi experienc exposur express extra eye fact famili fashion fast featur fedex fee feel felt fill find first fishbon fit five flash flexibl flow flowchart focus follow food forecast form formul found free friend fulli game gather general generic get gilmor give go goal good greater group guimm hand handl help hid hidden hierarch hierarchi high higher hire histogram hogan hold holloway host howev huey idea identifi immens implement import improv impuls includ increas indic individu ineffect ineffici influenc inform initi inlin insight instanc instead intent interest intermitt intern internet intranet introduct invest isaac issu item j japan japanes jetro job june k keep know knowledg known kumar labautopedia larg launch learn leav less level lifestyl like limit line littl live locat log long long-term look loudin low made mail main make manag mani manufactur market marketplac matrix matter maxim may mayb mcgivern mckay mean meant measur member mention menu merchandis merchant messag method michael middl miller minor modern modif modifi money motiv move must n natur navig necessari need negat new next noth notifi number octob offer one onlin open oper opportun oppos opt option order other otherwis outsourc pack page parcel pareto part particip particular pass patricia pay percentag perform period person persuad phone physician pick pictori place play point polici postal postpurchas potenti practic prefer present price prioriti problem procedur proceed process produc product profession professor profit program prompt proper propos provid pub public publish puls purchas put qualiti quicker rang rate realli reason receiv recent recognit recommend redesign redundant/unnecessary reevalu refer regard relat reliabl repetit report repres represent requir result retent retriev revenu review revis right risk risk-fre roggio room ross rout run sale satisfact satisfi save sdsu search sector secur see seem seen select self sell sens sensibl seong sequenc servic set setup sheet ship shop shopkeep shopper show sigma similar sinc site situat six skill social solut solv someon someth sometim space special specif spectrum spend spent ssl stabil staff stage stand standard start state statist status step still storag strateg strategi streamlin subject success suggest suit support sure survey system tail tailer tailor take tariff task tax team tech technic technolog telephon term thing think though threat till time timothi tone tool top track traffic transact treme tri trial type typic understand unforgett unfortun uniform unit univers unless unmatch upgrad upon upscal us use user util val valu various verif video view virtual visual voic voice-prompt wait waiv walk wallet want wareh warehous way web websit week well western whether whitney wide will within word work worker world would wrong www.acpinternist.org www.acpinternist.org/archives/1997/04/autotele.htm www.businesspundit.com www.businesspundit.com/how-%e2%80%9ce-tailing-entrepreneurs%e2%80%9d-can-outsource-storage-and-shipping/ www.devryu.net www.devryu.net/ec/courses/13775/crs-dvuo-2148869/flash/busn460/cango_intranet/htm/memos/customerserviceprocess.html www.devryu.net/ec/courses/13775/crs-dvuo-2148869/flash/busn460/cango_intranet/htm/memos/debbie2.html www.jetro.go.jp www.jetro.go.jp/en/reports/survey/pdf/2007_07_biz.pdf www.labautopedia.com www.labautopedia.com/mw/index.php/automated_storage_and_retrieval_systems_%28as/rs%29 www.nytimes.com www.nytimes.com/2009/10/12/technology/internet/12cart.html www.openlearningworld.com www.openlearningworld.com/olw/courses/books/consumer%20behaviour%20and%20motivation/consumer%20behavior%20and%20motivation/stages%20of%20buying%20process.html x x-treme york young