Reflections on the Group Project
Team Barnes and Noble: Amanda Reed, Lillie Frydrych, and Emily Cubellis
(flikr image)
Just yesterday our group was discussing how far we have come on this project. We began with the simple idea of improving a system at Barnes & Noble, and it soon grew into an intricate analysis and detailed system. Initially, we used our experiences at Barnes & Noble as a basis to gather information. We all agreed that the customer help desk was helpful, but not as dependable as a customer might hope. In order to refine our ideas, we considered the pros and cons of all of the opportunities. Some obstacles that we ran into throughout the project was estimating any costs and benefits. Although we researched many monetary components of our proposed reccommendation process, there were still some numbers that were not fully justifiable. Other than this section of the project, we had a rather simple time coming up with the other information. This was due to creative and responsible group members with great ideas.
Amanda: The hardest part about working on this project was, as mentioned, certain sections of the costs and benefits. Since I have not been exposed in any business classes to propsing a new process for a store in the past, it was difficult to come up with reliable numbers. Other than that, the project was time consuming, yet not extremely difficult. The best thing I have learned from this project is how much planning goes into a business proposal for implementing any changes. A thorough description must be discussed, along with the costs, benefits, and assessments. It has taught me a lot about business to do this project. Also, this project has taught me that group projects are not all that bad. Granted I had a responsible and dependable group, but with a list of rules and tasks, a group project can be a lot less “painful.” The project helped me to better understand the concept of CRM. Customers who use a reccommendation system built around their past purchases will feel appreciated. This feeling will likely keep them coming back to the closest Barnes & Noble store. This should, in turn, create more business.
Lillie: The hardest part of this project was, like Amanda said, coming up with numbers for the costs and benefits. There was also an uncertainty about what kinds of systems and software would be necessary to make the reccommendation system run. We simply went with the ideas that we thought worked best. The best thing I learned from this project was that information technology can really help better a business. The proposed kiosks with integrating software will generate higher customer satisfaction and seemingly better business. Our group consisted of people who were easy to get along with. We all put in our fair share of work. CRM is the main concept that our project focused on. Customers need a system that is more reliable than the customer help desk. Although it is more personal to speak with an actual person, the reccommendation system would hold all of their purchase history. This would likely make them feel a greater sense of value to be known as more than just a face.
Emily: The hardest thing about this project was gathering certain information, like Lillie and Amanda both said. Coming up with the ideas and details about the reccommendation system was not very hard, but finding other details about the project was such as finding the price of a kiosk. The information involved much research because prices were not offerred openly. The best thing I learned from this project is how working in a group makes finding information much easier. We all helped eachother out when we had a problem coming up with details for the project. The project itself taught me a lot about assessments of a proposed idea as well. The thought of implementing a new reccommendation system has helped me understand the concept of CRM much better. Customers at Barnes & Noble would enjoy coming back to the store if they feel appreciated. Workers at the customer help desk will still be available as a friendly face or back up if the system has problems. Customers might feel a stronger bond to a store which holds a record of their interests (books).
