404246344-Business Process

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Al – Hamd College of Professional Education Hyderabad *

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Nov 24, 2024

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1 Business Process Re-engineering Student’s Name Professor’s Name Institute Name Date

2 Business Process Re-engineering The Current Business Process After examining Junk Van's business process, I concluded that redesigning the process should be the first step in launching a new one. This is because business process reengineering is a workable solution that starts with problem identification and ends with the best possible solution. When a consumer phones Junk Van to schedule an appointment over the phone with either the AM or PM operator, the current 1-800-JUNK-VAN system process starts. The primary software they utilize to gather and store data is Microsoft Office. To deliver the Microsoft database to the PM operator, the AM operator opens it, enters the appointment, and saves it. Their primary data collection and storage tool is Microsoft Office. To deliver the Microsoft database to the PM operator, the AM operator opens it, enters the appointment, and saves it. After receiving the files, the PM operator sends them to the data clerks by going through the same procedure again. After that, it is the operator PM's responsibility to draft work orders for the daily booking and enter the data into a spreadsheet that is distributed to drivers at night. The information is sent to the drivers so they can organize their schedule for the following day, notify the assistants, and carry out their duties. When the job is over, the customer pays the drivers in person, sends an invoice via email if they choose to pay with a credit card, or pays with cash or check. In order to update and save the work completed in the Microsoft system, drivers send an email to the data clerks. After manually completing the credit card transaction, the data clerk would save all of the information in the database. Ultimately, the AM operator receives this information from the data clerk, and the cycle is repeated the following day.

3 Issues with the Current Business Process Junk Van's present business process leaves too much opportunity for human error because it requires numerous people to enter a complex system. The 1-888-Junk-Van case states that the data clerk gave the incorrect database version to the AM operator, resulting in customer complaints, several work-related issues, and a lack of support from the drivers when they declined to use the supplied templates. which would have aided in supplying the data. The main issue is that data input errors lead to a major loss of time; Kingo and the data clerk may need a full day to clean the database, which would cause delays in previously scheduled tasks. Recuperating the money is taking time. Additionally, associates interacted using emails, which can occasionally be mistake-prone and leave a lot of space for error (Pham). Because drivers rely on email instructions, which may be inaccurate and impact customer service by making it difficult to serve additional consumers, this method has a significant business inefficiency. Given that email jobs and manual transactions are handled, it is obvious that the system is outdated. The most dependable course of action would be to redesign a new business method, which would enable everyone to efficiently satisfy client needs. New Business Process Re-engineering Junk Van's low-cost approach has helped the firm grow and succeed tremendously, but what if he wanted to make improvements and enable it to run efficiently without a central office? If so, a business procedure that can support Junk Van's current system must be put in place. Junk Van will be able to streamline all of its present procedures and create a versatile platform for future ones as the company grows and implements new tactics thanks to this new business

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4 system. The efficiency of a quick and precise method as well as the margin for human error would both be enhanced by this new Junk Van business procedure. The customer would be committed to providing accurate information with no room for error, and the primary contact with the AM call center operator would be eliminated. The web server, which is in charge of gathering the form's data and entering it into the database, will receive it from the client (Hall). A full-time contact center operator is eliminated when clients schedule their own appointments. The fact that this automated system makes things easier for drivers, consumers, and operators makes it efficient. After then, the database is in responsible of alerting the operator to confirm the contact information and address any queries or issues that the client may have. Making mistakes with specific information from the clients' orders will be reduced if the web server gathers the data and sends it straight to the operators. The customer, the driver, and the assistant will all receive an appointment confirmation from the operator. The order has been received and will be handled, it would inform the customer and the driver. Using a smartphone app, the driver would manage his services and input the billing data into the system. The human invoicing procedure would be eliminated by this technology, making way for a brand-new, highly developed payment system. Handling payments for a mobile app helps to avoid manual calculations and billing problems (Hashemi). Once the task is completed, the drivers will update QuickBooks data and send the customer an updated invoice via the mobile app. To make sure that the data in QuickBooks corresponds with what is displayed on the system, the data manager will be in charge of conducting an audit of the data.

5 References Pham, Hang. “5 Common Types of Data Entry Errors and How to Avoid.” Innovature BPO, 15 Aug. 2022, www.innovatureinc.com/common-types-of-data-entry-errors Hall, Don. “How to Use an API: Just the Basics.” Technology Advice, 12 Dec. 2023, www.technologyadvice.com/blog/information-technology/how-to-use-an-api Hashemi-Pour, Cameron, and Wesley Chai. “CRM (Customer Relationship Management).” Customer Experience, 19 Oct. 2023, www.techtarget.com/searchcustomerexperience/definition/CRM-customer-relationship- management

6 Appendix Chart 1 - Current Business Process

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7 Chart 2 – Issues in Business process

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