Information Systems in the Consumer Industry/Appendix A

A case study of reengineering of information systems – industry — A case study of reengineering of information systems – retail — Introduction to methodology — General processes — Industrial processes — Retail processes — Conclusion — Appendix A — Appendix B — Bibliography

Phase space for processes

As an example let us try to define the phase space cell for some general and industrial processes, not considering meaningless cell and taking into consideration the initial state of the processes.

Process: Ability to perceive and categorie customer needs

	what	Who	Where	How	How much
Product	Defined Semidefined Context	Known customers Unknown Potential	Shops Shop window Competitors Society	Rational Irrational Social	Short Medium Long
Subjectivity	To be analyzed	To be analyzed	To be analyzed	To be analyzed	To be analyzed
Sociality	To be analyzed	To be analyzed	To be analyzed	To be analyzed	To be analyzed

Ability to understand, rationalize and interpreter customer need

	What	Who	Where	How	How much
Product	Better product New products	Analyst Stylist	Company site	Rational analysis Semiquantitative Intuition	Months
Subjectivity	Interior messages Thought Personal messages	Behaviour analyst	Limited spaces	Company	Months/years
Sociality	To be analyzed	Marketing	Company	Company	Months/years

Ability to satisfy customer need

	What	Who	Where	How	How much
Product	Nicer product Better product	Product dept Industrialization Production Logistics	Technical area industrial logistics	PLM SCM Logistics	Months
Subjectivity	Operational behaviour	Sales After sales Customer service Retail	sales Logistics Customer service Retail	Sales CRM Retail	Months/years
Sociality	Customer Recognition Company recognition	Promoter Brand manager PR	Company Prospects Special groups Individuals	Brand management PR	Months/years

Ability to communicate the capability of satisfying customer need

	What	Who	Where	How	How much
Product	Product technical char. Emotional product char.	User Company	Advertising communication	Dierct advertising Indirect adv. Competitor comparison	Week/months
Subjectivity	Context knowledge	User Company	Retail Word-of-mouth	Service advertising Direct interaction Product/service relation	Years
Sociality	Group belonging Group recognition	User Company	Media Retail Pr	Social advertising Fashion shows Etc.	Months/years