Question

FunPizza is a start-up company that offers unique varieties of pizza that attract customers away from Pizza Hut and Mommas Pizza. The company has restaurants in twenty locations in the Greater Toronto Area. Tom Higgins, the CEO of FunPizza, is thinking to develop a customer relationship management (CRM) system to attract more customers and promote more products. Below are the descriptions of the two modules of the system.

Module One: Customer Account Management

Under the module, a new customer should be able to register themselves either online or by physically visiting any of the company’s locations. The system would record a customer’s first name, last name, address, phone number, and email address. Once enrolled, the customer is given an account number, which is the same as the 10-digit number printed on his or her membership card.

Every time a customer orders a pizza from FunPizza, every dollar spent is counted as one point. The points could be redeemed to order pizzas in the future. The module keeps track of points accumulated and redeemed and gives customers a summary of points upon request.

Module Two: Marketing

Under the module, the system maintains detailed product info. In addition, the module analyzes customer preferences and order patterns based on factors (e.g., gender, geography) specified by store managers, and generates statistics based on which store managers develop marketing plans. The plan is to be reviewed and approved by Tom Higgins before being executed. The system should enable Tom to make changes or comments to the plan. Once the plan is finally approved, the module will email promotions to targeted customers, and keep track of which customer uses what promotions.

Note: Please make the necessary assumptions and document them accordingly in your report.

PLEASE ANSWER QUESTIONS BELOW

Please create a Business Event table. Please use the format with columns (EVENT CODE, EVENT NAME, TRIGGER SYSTEM/INPUT, ACTOR/SOURCE, SYSTEM OUTPUT, ACTOR/DESTINATION, USE CASE and COMMENTS)

Answer 1

Business Event Table for FunPizza CRM System

EVENT CODE EVENT NAME TRIGGER SYSTEM/INPUT ACTOR/SOURCE SYSTEM OUTPUT ACTOR/DESTINATION USE CASE COMMENTS

CE-01 New Customer Registration Online portal or POS system Customer Customer record created Database, Customer account created Customer acquisition, Customer loyalty program -

CE-02 Pizza Order Placement Online portal, mobile app, or phone call Customer Order record created, Points awarded Database, Customer account updated Order fulfillment, Points accumulation -

CE-03 Points Inquiry Online portal, mobile app, or in-store request Customer Points balance displayed Database, Customer account accessed Points tracking, Redemption planning -

CE-04 Points Redemption Online portal, mobile app, or in-store request Customer Order record created, Points deducted Database, Customer account updated Order fulfillment, Points utilization -

ME-01 Product Information Update Admin interface Marketing team Product database updated Database, Customer interface Product awareness, Marketing campaign planning -

ME-02 Customer Preferences Analysis System analysis based on order data Store manager Customer preferences and purchase patterns report Database, Marketing module Customer segmentation, Targeted marketing -

ME-03 Marketing Plan Development Marketing module, manager input Store manager Draft marketing plan Database, CEO's inbox Marketing campaign planning, Budget allocation Requires CEO approval

ME-04 Marketing Plan Review & Approval CEO's review, approval, or comments CEO Finalized marketing plan Database, Customer email list Campaign execution, Budget allocation Based on manager's plan

ME-05 Targeted Promotion Email Marketing module System Personalized email sent to customer Customer email inbox Customer engagement, Sales boost Requires customer consent

ME-06 Promotion Usage Tracking System logs, customer response System Customer-promotion interaction data Database, Marketing reports Campaign effectiveness analysis, Optimization -

Assumptions:

The POS system and online portal are integrated with the CRM system.

Customers consent to receiving marketing emails.

The system automatically tracks customer interactions with promotions.