CASE STUDY - Radiance Dry Cleaners

Reference no: EM133042138 , Length: word count:1500

MITS6004 Enterprise Resource Planning - Victorian Institute of Technology

Assignment - Case Study

CASE STUDY: Radiance Dry Cleaners (RDC)

Peter Lee owns and operates Radiance Dry Cleaners (RDC), which is a family run business operated by Peter's family for over 20 years. Peter started this business 28 years ago. It provides cleaning and laundry services across six locations in Sydney. His stores are located in Ashfield, Drummoyne, Earlwood, Parramatta, Rose Bay and Surrey Hills. RDC offers a full range of services in all their stores including garment preservation, free 24/7 free pick-up and delivery service, carpet and rug cleaning and quality business shirt service. Currently RDC staff record all their customers' details and relevant transactions manually into a register. Although this manual system is working fine, recording data in the manual system is laborious and time consuming.

RDC offers free pick-up and delivery service involving RDC staff collecting clothes from the customer location. The collection process at RDC starts when a customer contacts one of the RDC stores by phone and provides them with their details (first name, last name, street number, street name, suburb, postcode, contact number, preferred date and time for pick-up, type of clothes, customer preferences, quantity, preferred date and time for delivery).

Upon receiving the details, RDC staff check their workloads and advise the customer total cost for cleaning clothes and approximate date and time of delivery. If the customer is happy with the quote, then RDC staff will record customer's credit card details (credit card type, number, name on the card, expiry date and 3 or 4 digit code) and deduct payment prior to collection service.

Once the clothes are collected, these will be washed or dry cleaned as per customer's preferences and delivered to the customer. At the time of delivery, customers are provided with a hard copy receipt and a pamphlet detailing current offers at RDC stores.

Walk-in customers leave their clothes with RDC staff at the front counter and prepay for the services by cash or credit card. RDC staff records all the customers details. Unfortunately, during rush times, not all of the data is entered, and there are many null values in the contact number, first name or last name. In some cases, all three are null, in other cases one or two are null. However, order number, date in, date out and total are never null. Occasionally during a rush, data may be entered incorrectly.

Moreover, RDC is unable to provide quick answers to some questions such as: (1) Total number of customers at each location (2) Repeat customers and their frequency of visits (3) Busy periods (4) Weekly revenues, expenses and profits generated by each store (5) High/Low margin services and so on.

Peter makes his business stands out from the competition by providing excellent customer service. He has noticed significant growth in customer numbers in the last couple of years. However, his staff at RDC stores were unable to manage customer data and provide high level of quality service.

Peter attended a workshop about the benefits ERP systems offer to businesses. He has the impression that an ERP system will not only help his staff to record the transactions easily but also help them to generate reports to understand the total number of customers at each location, peak times, payments received/outstanding, total revenue generated, etc. In addition to this, there are many ERP modules which can support RDC's functional needs and data requirements. It can offer many business benefits such as minimising inconsistencies with data and be able to manage cash flows effectively.

Peter is keen to explore the possibility of using the technology and implementing an ERP system in RDC, with the help of a specialist (you).

Assumptions

The above case material sets the basic parameter. There is flexibility for you to make reasonable assumptions on information not covered by this specification. The assumptions should be presented as part of the background information in the Introduction.

Task

For this assessment, study the relevant concepts and knowledge in weeks 1-6 as a start, conduct further research on quality academic and industry sources, apply to the context of case situation and develop a Case Study Report for the organisation.

Attachment:- Enterprise Resource Planning.rar

Reference no: EM133042138

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