Running head: KUDLER FINE FOOD FREQUENT SHOPPER PROGRAM

Kudler Fine Food Frequent Shopper Program Team A BSA 375 April 17, 2010 David Chandler

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Kudler Fine Food Frequent Shopper Program Kudler Fine Foods, an upscale specialty gourmet foods shop with three locations (La Jolla, Del Mar and Encinitas), has an expressed interest in the development of a Frequent Shopper Program to enable enhanced information management by tracking customer-purchasing practices. The information collected regarding customer purchase behaviors through the Frequent Shopper Program will improve the quality of Kudler Fine Foods product lines and reduce the quantities of perishables discarded. To increase revenue and customer loyalty, and as an alternative to providing discounts, Kudler Fine Foods has partnered with a loyalty points program to offer incentives for customer loyalty in the form of high-end rewards for shopping at Kudler Fine Foods. Customers will earn points with every purchase, redeemable for high-value gift items such as firstclass airline upgrades, and other specialty items (Apollo Group, Inc., 2007). Facilitating this effort will require systems planning and selection as well as current and proposed systems analysis and design, in conjunction with systems implementation and integration, training, operations, and maintenance. Initiatives Outline Kathy Kudler, the founder of Kudler Fine Foods, opened her first gourmet food shop in 2003. Since that time, two additional stores have opened, and other locations in Carlsbad and San Francisco are under consideration. In the interest of expanding the customer base and increasing consumer loyalty, Kudler Fine Foods marketing and sales department has developed a strategic sales and marketing plan for the fiscal year. The plan includes a Frequent Shopper points program to leverage the firm with a better

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understanding of customer buying patterns. The program will facilitate increased efficiency and methods of operation in an effort to provide high-margin products and services (Apollo Group, Inc., 2007). Through strategic sales and marketing objectives, social network marketing, and word of mouth endorsements, the marketing efforts of Kudler Fine Foods can help to increase the customer base by luring new customers into the stores. Marketing efforts will support the expansion of services and programs to increase customer loyalty as well as profitability of the existing customer base while adding new customers (Apollo Group, Inc., 2007). Scheduling customer-focused epicurean programs such as cooking classes and in-store parties will draw consumers, along with the likelihood of training by world-renowned chefs, local celebrities, food experts, and Kathy Kudler herself. Another enticement is the invitation to exclusive, upscale events (Apollo Group, Inc., 2007). In addition to these efforts, Kudler Fine Foods will implement a Frequent Shopper Program that rewards consumer loyalty. This essay illustrates the considerations and details pertaining to the initiatives and goals of the customer loyalty program. Statement of Scope and Goals Pursuant to development of the Frequent Shopper Program, Kudler Fine Foods has formed partnerships with other companies in an endeavor that will enable customers to exchange loyalty points for merchandise and services. These partnerships include high-end restaurants, airlines, hotels, spas, gift, and specialty shops. Trade and industry indicators show that clientele will appreciate the high-end incentives because

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Kudler Fine Foods customers remain primarily concerned with quality, not price (Apollo Group, Inc., 2007). Upgrades to the Kudler Fine Foods information systems are necessary to facilitate the goals and objectives of in the Frequent Shopper Program. Development of the Frequent Shopper Program will follow the Systems Development Life Cycle processes to ensure thorough planning, selection, analysis, design, implementation, and operations. Planning and Analysis Prior to beginning the Frequent Shopper Program project, a thorough analysis of tangible measures will ensure stakeholders of a successful venture. Kudler Fine Foods will invest in updating the information system database for tracking customer-buying habits. Recommendations for this program include providing customers with a membership card, which has a magnetic strip for account identification purposes. In keeping with the high quality of products and services Kudler Fine Foods offers, the card design will appear similar to a credit card, unlike the thin plastic cards with bar codes, characteristic of discount grocers. After swiping the customers membership card, database tracking will begin for that particular purchase. At chosen intervals, the owner, sales team, store managers, and department managers will be able to view metrics reports relative to this data to analyze specific items bought by participating customers as well as the frequencies and quantities that customers usually purchase. The raw data and practical information will support the measurable objectives of the program. Supporting Measures for Success

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The goals and benefits of Kudler Fine Foods Frequent Shopper endeavor must be measurable, quantifiable, and achievable. Integrating the Frequent Shopper Program within all Kudler Fine Foods locations will assist company management in informationbased decision-making and ordering processes as well as minimize expenditures by reducing the continual discard of perishables. This goal is achievable through the collection of information obtained by examining customer-purchasing behaviors. The automated processing of inventory data and automated ordering procedures will also support the companys goals while providing rewards point benefits to returning customers. A small team of information systems developers will determine the information system methods necessary, and develop requirements for collecting data. The tangible measures for success of the project depend on the quality of data collected. The benefits sought by Kudler Fine Foods in developing the Frequent Shopper Program include enhanced store management, increased sales, automated purchasing methods; the capacity to evaluate consumer-purchasing patterns, decreased quantities of discarded perishables, reducing overhead expenditures and labor, and the development of automated purchasing from suppliers and vendors. Other benefits include improved customer relations and established long-term customer loyalties, the development of methods to best satisfy consumer-shopping experiences, and providing the finest in upscale and superior products and merchandise within the marketplace. The information collected will provide an abundance of metrics data for Kudler Fine Foods exclusive use. Analysis of the required technical and operations

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changes, costs, and value-added benefits of the program will determine project feasibility. Summary of Project Feasibility Determining the success of a Frequent Shopper Program for Kudler Fine Foods requires performing feasibility studies (Conducting a Feasibility Study, 1997). The projects feasibility studies will have a profound effect on the decision of owner, Kathy Kudler. However, Kathy Kudler will also consider feedback from internal and external stakeholders, including management, staff, customers, financiers, suppliers, and vendors. Kathy Kudler will examine similar promotions of competitors; other specialty food stores within the geographic areas that Kudler Fine Foods serves. A review of the technical, operational, and economic feasibility reports will provide additional insight, sustaining Kathy Kudlers decision. Technical feasibility With the addition of a Frequent Shopper Program, communications between stores, and the Internet, require immediate upgrades. The current method of connectivity at each of the stores will delay communications, data processing, and financial transaction verification. In addition, the signature pad/card reader units at each checkout counter will require reprogramming, which will allow customers to review their loyalty point balance during the checkout process. The remaining current hardware should be sufficient to handle the day-to-day tasks of the Frequent Shopper Program. As for the current software, at this point there is no urgency to upgrade the technology or operating environments of the information systems. To accumulate and store

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pertinent data, the Frequent Shopper Program will require some additions and modifications to existing databases. Identifying the risks associated with this program will ensure that the development team does not encounter difficulties in designing the program. Using the current Point of Sale system and database server to integrate the Frequent Shopper Program should pose no technical issues or affect store services in any manner. Current business processes and operations for sales will remain streamlined, as depicted below in Diagram 1: Current Business Process Summary. Operations feasibility is another essential issue for review.

Diagram 1: Current Business Process Summary Operations feasibility

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Integration of the Frequent Shopper Program improvements to the current system should affect only negligible changes to business operations. The modified database and programming do not require increased levels of computer knowledge for employees or managers. The integration of the new program will not affect workflow or other operations of the business and economic feasibility through profit is encouraging, as detailed below. Economic feasibility A cost/benefit analysis will establish the economic feasibility of the project. The analysis will assist the project team in ascertaining whether the program will be advantageous for Kudler Fine Foods to implement. The team has determined total costs for salaries, programming, update installations, training, support, and maintenance required for the project. To demonstrate the total benefits, the company must show an increase in sales and a reduction in inventory expenditures. Cost Benefit Analysis, implementing the Frequent Shopper Program will produce a 16% return on the company investment. Proposed system requirements also require analysis and review.

Proposed System Requirements The ability to anticipate what customers will purchase during a particular period becomes a strong advantage for Kudler Fine Foods. Currently, the store tracks purchases per transaction for reporting and financial purposes. However, it is far more advantageous to know in advance the products shoppers are likely to buy. Analyzing

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system capabilities determine the requirements for such a project. Nonfunctional system requirements are also important. The analysis of nonfunctional system requirements include sustaining the usability, speed, efficiency, capabilities, and security features of the Point of Sale systems when tracking transactions from Point of Sale registers. The operational requirements entail modified software programming to track customer purchases, initially generating account numbers as identifiers for each participating program customer. Increasing the communications performance of the Point of Sale system to handle the amount of transaction data transferred for each customer account is essential. The system will support multiple registers and data transactions simultaneously and efficiently as illustrated in Diagram 2: High-Level Logical Data Flow. The next phase entails a review of functional system requirements.

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Diagram 2: High-Level Logical Data Flow The functional requirements of Kudler Fine Foods information systems include the capacity to accumulate and store data files resulting from customer purchases, facilitate financial transactions, and calculate Frequent Shopper Program point balances. The company will incorporate access points for managers and supervisors to view customer rewards point balances. The system will generate personal identification numbers for customers to review rewards point balances during checkout, displayed on the credit card machine, and printed on the customers receipt. Kudler Fine Foods

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sales, accounting, and operations personnel will use the systems database reporting features to track revenue, monitor sales, and scrutinize customer-purchasing patterns, providing the data necessary for evaluation in the determination of requirements for changes in Kudler Fine Foods business practices. Determination of Requirements Various methods of analysis will determine user requirements for Kudler Fine Foods information system. Interviews with the owner and department managers determine the detailed levels of information gathered for this program as it pertains to respective departments. These include sales and marketing, finance and accounting, and operations, including inventory systems. Interviews with the relevant department managers provide insight into standard reporting practices, and inventory level methods. This information is useful in determining the database structure for reports as well as the frequency of automated report distribution to store managers, department managers, and the firms proprietor, Kathy Kudler. The systems analyst examines existing hardware and software specifications to determine compatibility for all aspects of the Frequent Shopper Program. The evaluation of software used for the Point of Sale system include adding the rewards points feature, printing the balance on the customers sales receipt as well as providing online accessibility. The analyst also examines the Kudler Fine Foods Website for the addition of a customer Web portal. Examination of the Point of Sale system and Website is helpful in determining the most efficient methods of providing program information for customers. Continual user involvement can also lend a hand.

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Another method for analysts is continual user involvement. This method involves users of the new system throughout the analysis and design process. Completing the design of each element provides users with an opportunity to evaluate and provide feedback (George, Hoffer, & Valacich, 2009). This feedback enables analysts to validate requirements and processes. These confirmed requirements provide an outline of mandatory and optional system features and improvements. The most necessary systems processes including sales processes, balance lookup processes, and report generating processes become clear within the diagrams and paragraphs below. As Sales Processes, during a sales transaction the customer swipes the Frequent Shopper card. If validation of the account completes successfully, the order updates to include the account number. The cashier scans all items and completes the sales transaction. The customer pays for the order and the cashier provides the customer with a receipt. The receipt displays the balance of the customers loyalty points. When the customer wants to check his or her loyalty point balance, he or she can login to the Website or swipe his or her card at a designated location in the store. The system will validate the account number. When the account validates, a query to the data in the database will calculate the balance. The loyalty point balance will display for the customer. When the customer completes the viewing, he or she will exit the system. Balance Lookup Processes depicts the steps for retrieving the current loyalty point balance.

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The sales, marketing, and operations personnel will have access to the Frequent Shopper Program data, shown in Reports Processes. Viewing and printing Frequent Shopper Program reports will reveal the buying patterns data of Kudler Fine Foods customers. Through the systems functional allocations, these processes are feasible. Functional Allocation Modeling Each function of the system will flow through a variety of venues, as illustrated in Sales Processes, Balance Lookup Processes and Reports Processes. Sales information, loyalty program point balances, and reports generated by the system will follow the systems hardware, software, and human-computer interfaces as depicted in System Processes. Several of the functions will require updated programming in segments of the current system. Performing additional tasks such as updating the points balance, printing the points balance on the customers receipt, and including the Frequent Shoppers card option on the credit card terminal will require only minimal changes to the existing system. Normal system functions for all other processes should remain unchanged. In the paragraphs that follow, conditions enabling the Frequent Shopper Program become integrated. Functions of the Frequent Shopper Program will integrate soundly into existing software. The credit card terminals at each register used to process credit and debit transactions will adequately serve the additional function of swiping the Frequent Shopper cards, eliminating the need for additional terminals. Software modified to include an additional option for swiping the Frequent Shopper card will avoid the costs

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of additional terminals by providing an added option for the Frequent Shopper card to the current setup. Another noteworthy modification is the task of adapting the system software to print the customers current Frequent Shopper balance on the receipt as well as updating the Frequent Shopper customer data within the Web portal. The information system logical data flow is as illustrated in Preliminary Design Model. The data collected from the membership reward cards will transfer into the database instantaneously. Personnel within sales and marketing, finance and accounting, and operations departments will be able to access this information for reporting purposes, as shown in Logical Model of System Reports. The server will update the customers point balance online, and return the results directly to the Point of Sale terminal and print the information on the customers receipt.

The Kudler Find Foods Website portal will enable customers to enroll in the Frequent Shopper Program online, view incentive options, check program point balances, and redeem points for high-end services and merchandise. This service requires the addition of a customer portal on the Website as well as real-time updates performed by the server each time the customer presents a membership card at checkout. Customers may also view their points balance at any credit card terminal in the store by simply swiping the Frequent Shopper card, as shown in Logical Model of System Points Balance.

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After swiping the Frequent Shopper card and financial transactions are complete, the Point of Sale system will send information about the items purchased to the operations department for inventory updates as shown in Logical Model of Information System. This information will also allow the sales and marketing department to scrutinize the purchasing habits of customers who use the Frequent Shopper card. The finance and accounting department will use the information to calculate sales tax and collect payment from credit card companies and financial institutions, as shown in Logical Model of System Sales. Design Trade-off Approach The Frequent Shopper Program will assist in simplifying business processes, enabling Kudler Fine Foods to focus on moving inventory while rewarding loyal customers simultaneously. The program will provide a method of monitoring customerpurchasing patterns in an effort to refine business processes and offerings to best satisfy Kudler Fine Foods valued customers. To determine whether the proposed system is effective and will perform efficiently within an appropriate budget and schedule will require reviewing trade-offs that could balance these. In analyzing the design trade-offs of this system, reducing the costs and timeframe will only result in a system that does not perform adequately. The basic requirements for this structure should allow the system to run without interrupted performance, and without reducing response times for integrated systems or processes. Upgrading the point of sale systems for Kudler Fine Foods would significantly increase costs as well as delay the timeline for implementation of the project. Replacing the point

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of sale system would require upgrades to some of the currently used equipment as well as necessitate the installation of new equipment throughout the organization. However, replacing this equipment can improve the stability of the entire system, cut costs associated with servicing outdated equipment, and increase the performance of the processes. Increasing system performance of the network would require additional capital investment in the project, and the current infrastructure within all stores would require upgrades to avoid compatibility issues. Kudler Fine Foods can benefit with the trade-offs by saving time and money or improve performance and increase the system stability. However, the owner will need to decide the optimum balance with implementation of the Frequent Shopper Program. The goal for this program balances expense, time, and improved performance. Detailed design processes and design specifications presented below confirm the system design processes required. Detailed Design Process and Design Specifications Recommendations of system components design for software include continuing existing primary tasks and adding functions to support the Frequent Shopper Program. The modified Point of Sale software will provide customers with real-time updates of point balances. This information will be available on the customers receipt as well as the customer portal on the Kudler Fine Foods Website, as demonstrated in System Model - Customer Processes provides the added convenience of viewing accumulated points balances and redeeming earned points for featured incentives. The server updates the customer portal on the Kudler Fine Foods Website as customers present

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his or her frequent shopper card at checkout. This activity updates the point balances for immediate availability on the Website. The Point of Sale software will send data to the database management system to evaluate collected information. The sales and marketing, and operations departments will use this data to make informed decisions regarding purchasing routines at each store location. These decisions would allow the sales, marketing, and operations departments to forecast the inventory, sale strategies, and marketing campaigns needed for increasing profits. The modifications to Point of Sale system will adjust existing data to enable automated ordering from suppliers and vendors. In addition to the Point of Sale software modifications, alterations to the database management system include the addition of tables for the collection of specific data obtained by using Frequent Shopper cards. Through use of the Frequent Shopper card, information used to create reports for analysis remains stored in the database management system. This information includes the identification of the customer and specific items purchased. This information is helpful in determining inventory forecasts, the design model. The program also requires broadband modems and service connections. Hardware updates include the addition of a broadband connection for the network of the three stores. The signature pad and card reader at each register require reprogramming to prompt customers to swipe the Frequent Shopper card and enable the display of loyalty point balances at checkout. The remaining hardware is adequate

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to handle the primary tasks as well as the tasks created from the Frequent Shopper Program. A broadband connection, as System Model - Broadband Connection, installed in each of the three stores will provide a reliable systems environment with ample speed for the transmission of data to the Internet site, financial transaction verifications, and database management system updates. Without this upgrade, transmission of data will be slow and unreliable because of the added necessary tasks associated with the Frequent Shopper Program. This connection will also serve to increase reliable network connectivity in each store. Integrating additional interfaces such as the human-computer interface are next. The Human-Computer Interface will consist of prompts for customers to swipe the Frequent Shopper card. The customer will swipe the program card with each visit to the store when purchasing goods or services. The addition of a customer portal to the Kudler Fine Foods Website will provide the added convenience of viewing accumulated point balances and redeeming earned points for featured incentives, as System Model Customer Processes. System integration steps are the next phase in the Systems Development Life Cycle. Testing Process Summary Structured testing procedures verify the stability of the new system alterations installed for the Kudler Fine Foods Frequent Shopper Program. These procedures take place throughout the design and implementation phases. Testing every aspect of the new system will use techniques such as desk checking, code checking, and design

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walkthrough. The tests conducted during this phase will validate the integrity of the applications and hardware encompassing the entire system. Successful testing of the modifications ensures a stable system. Modified aspects of the Point of Sale system programming must undergo strategic testing procedures to remove errors and compile the programming code. A crucial process in the production of a stable and effective system includes testing each code segment individually, then as part of the program, and again as part of the integrated system. Computer Aided Software Engineering (CASE) tools facilitate this process. CASE tools or language compilers will assist in developing additions to the existing Point of Sale application (Cashman, Rosenblatt, & Shelly, 2003). These tools are helpful in the detection of mistakes such as syntax errors. The desk checking review process finds logic errors in programming. Either the authors of the code or programmers will manually examine the code during desk checking to find logic errors that produce incorrect results. Formal styles of desk checking, sometimes preferred by organizations, include structured walkthroughs as well as code reviews. The objective is to have a peer group identify errors, apply quality standards, and verify that the program meets the requirements of the system design specification. Errors found during a structured walkthrough are easier to fix while coding is still in the developmental stages (George, Hoffer, & Valacich, 2009, p. 423). Design walkthroughs also ensure system reliability. In addition to code testing, a design walkthrough ensures the inclusion of all essential design and interface features. This process involves the project team and a

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cross-section of users. The users evaluate the interfaces and designs of Kudler Fine Foods Frequent Shopper Program and provide feedback, possibly resulting in changes to the interfaces or designs. The next stage of the process includes testing functionality of the entire system. A systems test will ensue where users will enter data, execute queries, create reports, and other practices, simulating the checkout process and normal operational procedures. The users verify outputs to ensure the functionality of the system. This process ensures that users can interact with the system and confirms successful integration of all components. This process, known as acceptance testing, is the key to final approval and acceptance of the system. Although the testing process is repetitive and time-consuming, it is a cost-effective method of ensuring a quality product. Errors caught and fixed during this phase reduce the probability of expense and operational problems if left for discovery during later phases (Cashman, Rosenblatt, & Shelly, 2003). During these practical software test procedures, systems hardware including payment terminals, registers, servers, and workstations are also tested. A failure in any hardware component produces inaccurate or nonexistent results, making this failure evident. These tests help managers and developers to determine system outcomes and project status. Required outcomes of the testing process include the accuracy of reports, website content, and information printed on the customers receipt. After testing, documenting, and receiving acceptance of the design and functionality of the Frequent Shopper Program components, installation commences.

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Installation Process and Training Plan Summary Installation Process Installation is the organizational process of change over from the current information system to the new one. Managing the change to a new systemwhether or not it is computerized is one of the most difficult tasks in any organization (George, Hoffer, & Valacich, 2009, p. 460). After system construction, final acceptance tests performed during systems installation and evaluation ensures the development team has completed all tasks for the project. After determination that system operations are fully functional, the system is ready for installation. During the installation process, the old system becomes disabled and subsequently, the new system activated, as System Transition. The project manager and developers assemble the resources required for installation and the work begins. Resources required for installation of the system includes development team members and their various programming tools, including software. Project constraints in this instance have a comparatively narrow degree because of the streamlined and limited changes. The installation team begins by changing the modems over to broadband, and activating broadband connections at each store. At this stage, the installed applications including updates to the Point of Sale system software, the database management system, credit card interface software, and printer applications undergo testing for appropriate functionality. The entire system is then tested, and confirmed successful for use (George, Hoffer, & Valacich, 2009). The installation of the

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Kudler Fine Foods Frequent Shopper Program and related plans for training will correspond with the timeline Installation and Training Timeline. Training Plan The training and installation timeline provides a sufficient and organized schedule for installation and system testing, also providing an expedient finish to the system implementation processes. The project team develops training materials and documentation for training classes. The next step in the implementation phase is training system users, managers, and IT staff. User training and training documentation should include an overview of system features, capabilities and limitations, data entry and menu screen options, contents, and processing instructions, and procedures for requesting changes and reporting problems. Other important inclusions are troubleshooting examples and error situations including resolutions, and a section on frequently asked questions (Cashman, Rosenblatt, & Shelly, 2003). Frequent Shopper Program System Training, the specific details for training specific groups vary according to employee function and extent. The next phase of the implementation process is systems documentation. Documentation Plan Summary To ensure continued support of the Frequent Shopper Program for Kudler Fine Foods employees who use the system, maintaining documentation of the system is essential. Eventually, the system will change and improve with the collection of additional information or upgrades to equipment. Likewise, software changes may

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improve the security of the data, data transmission, and equipment performance. Inadequately maintained system documents could compromise the value of the entire system (Within this mind, 2010). Thus maintaining the documentation is an essential part of the current and subsequent projects. The documents that require consistent updates are as follows User guides and Frequently Asked Questions Installation and upgrade guides Troubleshooting manuals Dataflow diagrams and flowcharts System training courses and materials Online help

User guides are another essential element of systems documentation. User guides, also known as user manuals, are technical documents intended to assist people in using specific computer systems. User Guides Designed to assist the systems end-users, user guides provide information through systematic procedures as well as answers to Frequently Asked Questions (FAQs). The user guide will include images to assist understanding a particular process. Neglecting to make progressive changes to the user guide will create confusion in attempting proper procedures. Installation and upgrade guides are also useful tools. Installation and Upgrade Guides

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Updating the guides used for installations and upgrades will provide end-users with the appropriate steps to accomplish tasks. Without updated installation and upgraded user guides, procedure errors could cause the system to crash or lose data or both. Moreover, if either disaster occurred, recovery would cost the company in reduced sales and services from system downtime as well as capital expenditures for systems restoration. Troubleshooting manuals are also essential to the user. Troubleshooting Manuals Good documentation is essential, especially concerning issues regarding the system and problem resolution. Information systems personnel should consistently update troubleshooting documentation as issues arise, and resolutions discovered, and implemented. Consistency in updating documentation will provide the information systems staff with references to assist in resolving recurring issues within a timely manner. Other useful references include dataflow diagrams and flowcharts. Dataflow Diagrams and Flowcharts Other important documents that require updating are the dataflow diagrams and flowchart documentation of the system. As processes and database structures change over time, diagrams must reflect improvements in redefining system elements. This effort will provide a display of the current systems structure overview and relate processes, explaining how one process affects another. Keeping the flowchart diagrams updated will also ensure proper notation of system processes. Without updated documents, staff interventions could interrupt important processes and prevent data from saving properly. Even though much of the aforementioned documentation is

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essential, system training courses and materials provide users with a hands-on approach to learning. Training Courses and Materials Training courses and materials provide a means of guiding employees through the system processes, a way for them to understand the information system and the important role they have in its continued performance and success. These types of documents can provide readily available and in-depth knowledge of system operations and use. Allowing the training course and materials to become outdated has the potential to cost the company thousands of dollars in lost productivity as employees attempt to comprehend system use or software capabilities on their own. The Kudler Fine Foods employee handbook should include training and materials policies and procedures. Online help is another tool welcomed by end-users. Online Help Online help documentation is an excellent and convenient method of providing the necessary tools to give support to employees unable to perform system procedures, processes, or steps within a process. Online help provides a more expedient method of locating information needed quickly, as illustrated in Diagram 18: Online Help Example. The online help materials contain all systems information in an effort to provide an expedient and productive way to find answers. Without the online help system features or an up-to-date operations reference guide, errors in data entry could very well result in the loss of productivity, and a system with which employees have difficulty in operating and interacting.

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This documentation will benefit Kudler Fine Foods. Keeping all information systems documentation current is important to the functionality of the system, including the implementations of updates as changes and improvements take place. This effort will provide necessary information when an employee requires help with an issue, or needs knowledge of systems operations. The online help documents are valuable tools that help employees to study and understand the system quickly so he or she can be a productive team member. The next phase of implementation includes support and maintenance. Support and Maintenance Plan Summary Applications Support For Kudler Fine Foods, application support includes end-user support such as online help and telephone support, which assists users in the functional aspects of the application software. Other application support functions include database administration, network administration, and Website customer portal support. IT support in general supports business operations, improves productivity, and helps managers make decisions (Cashman, Rosenblatt, & Shelly, 2003, p. 32). The next step in this phase covers corrective software maintenance.

Applications Maintenance Corrective software maintenance includes repairing application functions and any changes or errors in programming. After implementing improvements, if something does not function properly, developers need to adjust their programming through corrective

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maintenance. Adaptive maintenance includes updating the functionality of the system according to the needs of Kudler Fine Foods as the company grows and offers additional services. Perfective maintenance issues include the need for improved features or performance, as users become acquainted with the new system. Preventative maintenance includes updates to existing functional aspects of the system to avoid future problems. Hardware support is equally important. Hardware Support Hardware support includes ensuring that existing hardware, left unaltered in the addition of the Frequent Shopper program, continues to work seamlessly with other networked hardware. This type of support includes the addition or replacement of workstations, printers, registers, or payment terminals, as the need for this hardware becomes evident. Any hardware that suddenly malfunctions becomes a support issue. The next step includes corrective hardware maintenance. Hardware Maintenance Corrective hardware maintenance includes repairing or replacing outdated or malfunctioning workstations, printers, registers, or payment terminals. Adaptive maintenance includes adding devices as the need arises, during the growth of Kudler Fine Foods. This includes confirming compatibility with existing hardware. Perfective maintenance issues include updating hardware as existing versions become outdated or unable to handle the workload during the growth of the company. As part of preventative maintenance, checking hardware components for exposed wiring or cables

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is essential as well as the removal of dust and other particles from inside hardware components. Network support is another essential issue for consideration. Network Support Network support includes ensuring the customer Web portal continues to provide real-time updates available for customers to view accumulated point balances and redeem points for partnered incentive items. Other network support issues include any failures in reporting caused by problems with networked hardware including workstations, point of sale registers, printers, and payment terminals. For example, a networked payment terminal without the capacity to connect to the server to verify and complete a chosen payment method or transaction becomes an urgent support issue. Inaccuracies in departmental reports may also indicate a network problem, resulting in information not stored in the database, also considered a support issue. The final phase is corrective network maintenance. Network Maintenance Corrective network maintenance consists of replacing cables and networked hardware, or reconfiguring hardware or other aspects of an application preventing the network from connecting accurately. Adaptive network maintenance includes installing new network components, and adding or removing Internet protocols and user credentials as needed to keep up with the growth and changing needs of Kudler Fine Foods. Perfective network maintenance includes monitoring the broadband connection in the local area network to ensure the speed of connection is sufficient to keep up with the growth of the company. Preventive network maintenance includes testing network

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configurations to be sure data reaches the intended destinations. Kudler Fine Foods also requires a disaster recovery plan. Disaster Recovery Plan Kudler Fine Foods must have a reliable and secure backup and disaster recovery plan for events that could cause the loss of data such as human error or natural disasters. Many benefits exist in hiring an outside firm to handle all aspects of backing up and storing network data. Backup solution vendors offer many levels of recovery service from single file to full system recovery. This service eliminates the need for personnel to backup data manually or transport backup tapes to a secure location by scheduling automated backups. Vendor services may include multiple backup versions, off-site storage, off-site critical monitoring, weekly reports, and data encryption (SolidSpace, LLC, 2008). The ability for the updates, monitoring, and backups to be done from a remote location without the need for manual input is the feature that would most benefit Kudler Fine Foods. These routinely scheduled services eliminate the possibility of personnel forgetting to backup the data. Because this service is web-based and encrypted, there is practically no chance of the data becoming irretrievable or stolen. A reasonable backup and recovery plan includes daily backups, especially for data that frequently changes. However, data that does not change often, such as network configurations or system updates can be done weekly or as the changes occur. An automated backup performed through an offsite firm during times when the network workload is less demanding is the best route to choose in this effort.

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Summary The determination of requirements for the Kudler Fine Foods Frequent Shopper Program has generated a list of functional details regarding information gathering and design to move forward in realizing the project. In addition, mandatory and optional requirements of the program established, and data flows and functional allocations recognized, and an examination of existing hardware and software specifications, and human-computer interfaces, has determined potential compatibility for the integration of all aspects of the Frequent Shopper Program with minimal capital investment. Research established database content, reports, and alterations required for functional processes. Using existing hardware and modifying the functional software and current database will adequately accommodate the changes and additions as well as the required functionalities for the program. Using the Systems Development Life Cycle to complete phases in determining the requirements of the requested program has been dynamic, providing direction in obtaining information, making decisions, and progressively moving forward in increments aided in realizing the Frequent Shopper Program project. Planning, systems analysis, systems design, systems implementation, and systems operation and support provided pathways and solutions for completion of each phase of the process including documentation, and reports. Completion of these phases should produce a complete project that is an appropriate and useful information system. The project should be successful in luring new customers into stores, and improving existing customer loyalty, accomplishing the objectives, such as providing a

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larger variety of quality products, reducing wasted perishables, automated ordering, and increased profit margins. In essence, implementation of the Frequent Shopper Program will benefit Kudler Fine Foods as well as gratify their customers epicurean needs through rewarding shopping experiences for the best quality in gourmet foods, and cuisine connoisseur endeavors.

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Within this mind. (2010, December 15). Information in the Technological World. Retrieved from http://withinthismind.com/technology/information-in-the-technologicalworld/