System Evaluation

Business Process

Daily tasks of T-Mobile are QuikView upgrades, activations, cash sheets, customer information. In addition, phone orders and tracking packages are all done through this system, changing Sim cards and IMEI's for customers, upgrade eligibility checks, rate plan changes, customer bill adjustments, billing inquiries and data analysis of customer range, future dating & back dating changes, features & insurance fees, payments, bills PDF, integration of billing system & customer information, and communicate with other carriers & compare rate plans.

Information Silos

Information silos have been major hurdle for T-Mobile. When there is a communication gap between departments in the company, the customer feedback is the first negative impact. When one system does not work, the sale for the customer does not go through, along with customer wait time. There are multiple other systems besides QuikView which branch out of QuikView and if one software has a glitch, information is not processed completely and it stops in one stop. Moreover, compatibility with Internet Explorer usually becomes an issue when there are new updates and is not processed quickly. As T-Mobile's retail promise, customers should walk out satisfied.

Structured Process

There are several systems. Some of them include, bill pay, Sim changes, upgrades/activations, credit runs. QuikView branches out into several different software which open up in different systems as well. Instead of being able to do the entire process in own system, several systems need to coordinate with one another but when one system isn't able to load, the other system are affected.

Social Media

T-Mobile has three social media accounts-Facebook, Twitter, and Instagram. On Facebook page, it has Social Customer Support team tabs where customers can get information such as billing, plans & services, and issues with their phones or devices. On Twitter account, T-Mobile regularly sent tweet to their followers on celebrity endorsement to urging customers to upgrade their phone. Finally, Instagram uploaded the pictures of new phones coming to T-Mobile to social responsibility events such as volunteering.

Five-Component Framework:

Hardware

T-Mobile uses computer that has mandatory system with Windows 8 and Internet Explorer 8. In addition, live demos are required for the entire story display.

Software

T-Mobile uses QuikView in their retail stores to perform their daily tasks to serve the customer. It is only available to T-Mobile and it was designed and integrated from T-Mobile.

Data

In order to perform the job of T-Mobile, they need data that will put into contract papers and the QuikView systems. The system must contains name, address, social security number, email address, contact phone number, driver's license number or photo identification, credit card/debit card/bank information.

Procedures

T-Mobile's number one priority is customer satisfaction. Passwords and log ins are used for every employee and for every system. In order to serve the customer, Customer ID Verification is the most important. All procedures should be dome under one system and have a backup system if the system crashes just in case the system fails and to make the transactions more efficient. If the system has a software, the customer would be out of the store faster and satisfied to see how fast and efficient everything was done.

People

People are one of the most important parts of the success of the retail industry particularly for T-Mobile. Where ever the location is located, people from that area go to the T-Mobile location to get serviced. Each employee must be compliant with all their trainings in order to sell products.