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Tutorial Case Study - Greenwich University Bookstores

Tutorial Case Study- Greenwich University Bookstores

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mayur rabadia
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52 views2 pages

Tutorial Case Study - Greenwich University Bookstores

Tutorial Case Study- Greenwich University Bookstores

Uploaded by

mayur rabadia
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Case study: The Greenwich University Book Stores

During the process of restructuring and improving their services 3 years ago, Greenwich University
decided to open and maintain their own book stores. Three book stores are currently spread across the
University’s three campuses, Avery Hill, Medway and Greenwich, committed to provide high-quality
service to their students and staff. The book stores are at the moment controlled by the School of
Computing and Mathematical Sciences and have an efficient warehouse/distribution operation. The
Central Committee of the School are now thinking to expand the book stores’ service by allowing
their students and staff to buy books online as well as offer support to those who browse their online
catalogue but prefer to place orders in person or by the telephone. Being part of the university, the
book stores also provide study packs with copies of journal articles relevant to specific courses, which
students can buy at a discount price.

The Central Committee of the School are keen to provide high quality service to their students and
staff, however they would like to expand the book stores’ service to other potential customers that
leave around the area. They believe that the key to increased market share is having both online and
hybrid telephone ordering capabilities.

The three university book stores provide good descriptions of the books they sell. While publishers do
provide descriptions of the new books (however these tend to be boring and overly positive), the
shops’ staff prefer to write their own honest and helpful reviews. There is also the possibility for
students, staff and other customers to write reviews themselves.

The Product Owner representing the university and the various stakeholders has come to you in order
to help design and develop the system. You are therefore the Scrum development team and Scrum
Master called in to assist the University’s book stores with the development of the new system. They
have a tight deadline of 8 months for the online system to go live and the development of the new
system should be within the budget of 35.000 pounds decided by the Board of Directors of the
University.

The Product Owner has sketched the system they need as follows by adding the following information
into the Product Backlog:

Students, staff and potential customers (lets call them CUSTOMERS for a matter of
simplicity) should be able to register on the website so that they can browse and search the
online catalogues for books or other study packs of interest.
CUSTOMERS can order these items online using conventional electronic "shopping basket"
and "check out" functionality. They can choose from several different shipping methods and
rates based on a formula related to the urgency and the weight of an order. They should also
be able to choose a guaranteed delivery date.

CUSTOMERS should be able to read descriptions or reviews of books. If customers have any
enquiries then they should be able to make a support request via the live chat capability and
chat to sales staff directly. Otherwise they can submit an enquiries’ form. They should also be
able to view their chat history and delete this if necessary.

CUSTOMERS may also phone in with their book orders and requests. Sales staff of the
bookshops take the phone calls and reply to the live chat requests to interact with the
customers. They also handle any online orders that are flagged with problems during the
otherwise automatic online ordering and shipping request process. Among the actions that
they might take are: confirming a book's details, making book suggestions, taking an order
(perhaps for many books). They will also have to deal with enquiries about previous orders,
log returns, etc.

CUSTOMERS should be able to view their order’s details by viewing the delivery status and
obtain a receipt. All payments will be by credit card or paypal. The checking of credit card
details will be done by the company’s bank, through a link to a system known as VISACheck.
The VISACheck system acts as an interface between the book Stores and their bank's credit
check services.

For a number of new books or very old books, the book stores direct their orders to their
central warehouse where they can be checked (e.g. if the books are in stock etc). In the case a
book is not available, then a further check is made online with their principal wholesalers
(WALTERSBOOKS). If WALTERSBOOKS have the books in stock, then they usually need
5 days in order to deliver them. If they don’t have the books, then they can further pass the
request to their organisation office, where staff can perform book searches and track down
where they can find those titles.

In general, if some of an order is available for despatch, then it will be sent off at once.
Despatch is not a part of the system the Central Committee of the School is considering, and
is undertaken by the Despatch Department. It is however necessary to be able to give
information on the status of an order, so the Sales system does need to have access to the
despatch data.

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