ISFM-300 Case Study, Stage 2: Business Process Analysis and

Functional Requirements
Overview of Business Process Analysis and Functional Requirements for
Kelly's Salon

Alex

09/18/2016

I.

Introduction

The case talks about Kellys Salon which has been in business since 1995
and has only recently started facing stiff competition from a variety of
competitors like Hair Cutterys. Kelly has identified that scheduling her
employees and her customers as her major challenge and wants to
address it immediately as it is fundamental to her business. This paper
consists of the (functional business) requirements, the processes with
inputs and the outputs.
Generic Strategy for Competitive Advantage: Cost Leadership
Strategy
Business Process to Be Improved: Appointment Process

II.

Table of Functional (Business) Requirements

Table of Functional (Business) Requirements

Steps in the Appointment Process

Proces
s Step

Step from
Customer
Appointment
Process Model
(insert
label/title
from
numbered
step)

Input

Process

Output

Information/data
item(s) entered
into the system as
part of this step

Processing or
action the
system must
perform for
this step

Information/dat
a item(s)/record
created, or
displayed, or
printed out for
the user in this
step

Employee
greets
customer and
asks
customer last
name or
phone
number

Customer Name,
Customer Phone
Number

Locate
customer
details by
verifying
against
customer
database

Customer
reminded of the
last
appointment/serv
ices and
requested for
their current
service
requirement

Employee
asks for and
enters
customer
information

Customer Name,
Customer Address,
Customer Phone
Number, Date of
Birth

Enter
Customer
details in the
customer
database

Customer
requested for
their preferred
service
requirement

Employee
tells customer
cost and time
needed for
service

Customer Service
Request, Service
Cost, Service Time

Locate and
present the
service cost,
time to the
customer

Confirmation of
the service cost
and time

Employee
checks stylist
availability
and times and
advises
customer

Employee name,
date, time
available for work

Locate and
present
appointment
dates for the
employee

Confirmation of
the employee
preference of the
customer

Employee
Schedules
Appointment

Customer name,
Employee name,
date and time

Record date,
time and
stylist for the
appointment

Confirmation of
the final
appointment
OR
Services taken in
case the
appointment is
today

Cashier
enters info

Customer name,
date, time,

Record name,
date, time,

Confirmation of
the total charges

from paper
receipt to
system and
advises
customer of
total charges

employee name,
service name, cost

employee
name, service
name, cost

to be paid

Employee
asks
customer
feedback
questions and
enters
responses
into the
system

Customer name,
date, time,
employee name,
service name, cost,
responses to
questions

Record
answers to
feedback
questions
against the
customer
name

Customer
provided with
future
Appointment
dates in case
interested.