Workshop 5

Workshop 5 - IT INFRASTRUCTURE MANAGER’S THREAD

To Do:

Part A: Survey of mobile device capability and Web 2.0 tools

1. Find out and recommend what type of mobile devices are suitable for:

1. Just the SMS message service;

2. The full user experience via SMS, GPS Taxi tracking and Google Maps

A mobile device (also known as cellphone device, handheld device, handheld computer, "Palmtop" or simply handheld) is a pocket-sized computing device, typically having a display screen with touch input or a miniature keyboard. (Wiki, 2010). Most people nowadays posses at least one mobile device, and mobile phone (or called hand phone, cell phone) is certainly the most common one. To receive the SMS message, a ordinary mobile phone is sufficient. To have full user experience via SMS, GPS Taxi tracking and Google Maps, then a smartphone is required.

The Smartphone is a mobile phone with much more processing power, memory and running on a more sophisticated operating system (OS). Based on a survey by ComScore, in 2010, smartphone grows quickly, there are over 45.5 million people in the United States owned smartphones and is continue to grow rapidly out from the subscribers market of 234 million users. (Gonsalves, 2010)

The basic requirement for SMS, Google/ Google Maps requires the smartphone to be web-enabled, while the GPS needs an additional hardware to pick up GPS signal. All the new smartphone OS supports web operation, and the 2010 Q1 market share is listed below. (Garnter, 2010)

Some of the latest smartphones with WiFi and GPS are listed below. (May 2010)

Brand	model	OS	Band
Nokia	5800 XpressMusic	Symbian OS9.3	Quad + 3.5G
	C5	Symbian OS9.3	Quad + 3.75G+
	E52	Symbian OS9.3	Quad + 3.75G+
	N97	Symbian OS9.4	Quad + 3.5G
Samsung	Anycall i8910HD	Symbian OS9.4	Quad + 3.75G+
SonyEricsson	Satio	Symbian OS9.4	Quad + 3.75G+
HTC	Desire	Android 2.1 Eclair	Quad + 3.75G+
	Legend	Android 2.1 Eclair	Quad + 3.75G+
Motorola	Mulestone XT701	Android 2.1 Eclair	Quad + 3.75G+
Garmin-Asus	M10	Windows Mobile 6.5.3 Professional	Quad + 3.75G+
HTC	HD2	Windows Mobile 6.5 Professional	Quad + 3.75G+
Samsung	Anycall Omnia Pro B7330	Windows Mobile 6.5 Professional	Quad + 3.75G+
Blackberry	Bold 9700	Device Software 5.0	Quad + 3G
Apple iPhone	3GS 32GB	iPhone OS 3.1.3	Quad+3.5G

2. Describe any new hardware, networking, software, systems, procedures and personnel that would be needed by the taxi company Website to support this stage 2 development.

The taxi company can locate the taxi location by the Google Latitude apps. What the taxi company needs to do is to attach an link to iGoogle and register all the taxis' GPS devices. (mobile phones). The Google map can show the registered taxis on the Google map.

There is no additional hardware or networking and systems for the Google latitude, but a SMS gateway that connecting to the taxi company's server that sending the Link of specific taxi location on Google latitude should be added. For the procedures and personnel, there are no additional requirement neither.

Part B: The enhanced customer experience through Web 2.0 technology

1. Use a table to describe how the customer experience is improved by:

1. Horizontal scalability (eg ordering a taxi by mobile phone call or SMS, mobile Internet, desktop or laptop computer)

2. Service oriented features (eg SMS updates using location data, knowing the driver’s name before the ride and being greeted by your name etc)

3. Other customer services enabled by Web 2.0 (eg reputation system)

Improve customer experience by	Examples
Horizontal scalability	Order taxi by mobile phone call, mobile Internet, desktop or laptop computer, then reply by an SMS to confirm the reception
Service oriented features	SMS message should be sent to the client with below information - The current location of the taxi - Estimated time to arrive - Link to Google map and show the distance and projected path - Name of the taxi driver, license no. of the taxi
Other customer services	Additional service should be considered (1) For security - When a lady taking the taxi in midnight, she can ask sending SMS about the trip information to her husband or friend - Camera at the back of seat, point to the driver and front road, make sure it is driving in a correct manner (2) 'Frequent Rider' program - The client can select to join the program by registering on the web, then sending a SMS informing the points accumulated after each trip. When getting to a certain points, give discount to encourage the client to use this taxi company again. - Align with telecom operator, gives free news or weather information when getting to a certain point (3) Vochurer program - By pre-paying a certain amount of money, the Client doesn't need to pay every time, and can have discount on each ride.

Part C: Online Taxi Business Process Modelling

Apart from the business basics of offering a clean car, safe driving, being on time, consider the business processes involved and construct a Simple Online Taxi business process model using any suitable drawing tool.

The following description is a helpful guide, but don’t be restricted from including your own ideas to extend or limit the business process model:

1. BEFORE the RIDE

1. The business process will begin with ordering the cab by telephone, SMS, or online and getting customer recognition if the customer has made a booking previously.

2. During registration, the company would collect data for good customer relations and the electronic payment method. All data collected has to also achieve a quick ordering process and be used ethically and securely.

3. SMS reminders, and updates via SMS, GPS and Google maps provide location-based information to re-assure that the taxi is on the way and on time for the booking.

2. DURING the RIDE

1. When the taxi arrives, the driver greets the customer by name and helps them with their luggage and then opens the car door.

2. The taxi driver would initiate a conversation and continue with it if they are interested or show interest if they started talking first.

3. END of the RIDE

1. At the end of the ride there is no delay for making a payment so the taxi driver would help the customer get out of the car and would have their luggage ready waiting for them and say goodbye.

2. The business process concludes when the company uses the taxi vehicle’s GPS location data again to send a final friendly thank you, suggests feedback via SMS and offers a goodbye message.

References

Gartner. (2010). Gartner Says Worldwide Mobile Phone Sales Grew 17 Per Cent in First Quarter 2010. Retrieved on 22 May 2010 from http://www.gartner.com/it/page.jsp?id=1372013

Wiki. (2010). Graph showing smartphone marketshare for 2010. Retrieved on 22 May 2010 from

http://upload.wikimedia.org/wikipedia/en/3/3e/Smartphone_share_2009_full.png

Wiki. (2010). Smartphone. Retrieved on 22 May 2010 from http://en.wikipedia.org/wiki/Smartphone