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Case Study 2 Carlson Department Store

This document contains three work products related to analyzing customer complaints and improving a retail transaction process. Work Product 1 lists the steps to identify complaints, gather possible solutions, and prepare cost and benefit analysis lists. Work Product 2 provides examples of problems, potential solutions, and their associated costs and benefits. Work Product 3 is a revised data flow diagram that shows improvements to address issues like incorrect pricing and delays.

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Maricar Pineda
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283 views2 pages

Case Study 2 Carlson Department Store

This document contains three work products related to analyzing customer complaints and improving a retail transaction process. Work Product 1 lists the steps to identify complaints, gather possible solutions, and prepare cost and benefit analysis lists. Work Product 2 provides examples of problems, potential solutions, and their associated costs and benefits. Work Product 3 is a revised data flow diagram that shows improvements to address issues like incorrect pricing and delays.

Uploaded by

Maricar Pineda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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John Patrick S.

Seludo
CBET-01-701A

Work Product 1
Task Lists

1. Identify the complaints of the customers and analyze the situation.


2. Gather the possible solution by listing the costs and its benefits.
3. Prepare cost and benefit analysis lists by plotting the gathered
problem/complaints, costs and benefits.
4. Make a decision based on cost and benefit analysis lists.

Work Product 2
Cost and Benefit Analysis Lists

Problem Solution
Cost Benefit
Return of Goods Cost on quality control It ensures the seller that the
description is the same as
the displayed product.
Overcharged/Undercharged Salary of hired staff that will This will help store in terms
Items facilitate the tag prices. on accurate price labelling.
No/Incorrect Posting of Cost on training the This will improve the
Customer Credit. cashiers. cashiers’ skill specifically on
Goods charged to wrong proper posting on customer
customer account credit and service charges.
Delay due to lack of Salary of manager that will It will reduce the delay on
assigned article number. do advance input of article newly displayed products.
numbers.
Goods rung up with wrong Transfer cost This will identify if the
department number. merchandise is transferred
Goods rung up without to other department. It can
salesclerk ID number also update the department
number of goods.
John Patrick S. Seludo
CBET-01-701A

Work Product 3
Revised Data Flow Diagram

Order Transaction Billing Invoice


Customer Processing System
Customer
System

Retailer
Inventory
Transaction
File
File

Return of
Yes No Goods Sold
Yes

Done Yes

Quality Storage
Control?

Updated Updated
Tag Prices Department
and Article Number
Numbers

Improvements

 Items will no longer underprice/overprice and delay because tag prices and
article number are updated.
 Return of goods will lessen because items were checked though quality control.
 Cashiers or sales clerk are will trained so, the transaction cycle will be done as
planned. Improper posting will be lessen.

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