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Simulation Game

Background: ShopRight has been experiencing growth in customer demand but is currently unable to

meet it$.$ This has led to customer dissatisfaction. The CEO of ShopRight wants to improve efficiency and

customer satisfaction. However, the CEO is unable to visualize the process so has asked the consulting

team to map the workflows before starting any analysis.

Objective: Analyze and map ShopRight's customer journey along with other critical processes using

BPMN $2\mathrm{.}0.$

High$-$level Process description: Upon entering a ShopRight store, customers navigate to their desired

product sections, assisted by clear signage and an intuitive store layout. They then engage in product

selection, often seeking staff assistance for locating items or for additional information. During this

process, customers may use price check kiosks or inquire with staff about product prices and available

promotions. As they select items, these are added to their shopping carts, with larger items either being

placed on hold at the checkout area or requiring staff assistance for handling. In instances where

products aren't available on the shelf, staff can be requested to check for additional stock in the

inventory and retrieve it if available. The checkout process involves scanning of items and processing

payment through various methods including cash, credit$/$debit cards, or digital wallets, followed by

bagging and, if necessary, additional packaging of the purchased items. ShopRight also has a dedicated

customer service area for handling returns, exchanges, and inquiries, providing refunds, and addressing

product issues. Upon exiting, customers may provide feedback on their shopping experience through

digital kiosks or paper surveys. Finally, as part of loss prevention measures, a discreet security check is

conducted at the store exit points.

Student tasks $(50$ marks$)$:

$1.$ Review the process description above and create a detailed process map using BPMN $2\mathrm{.}0.$

Ensure the map has all key aspect of a map with a minimum of $50$ process steps interconnected

with gateways and nodes. In a table, list all your processes and gateways. $20$ marks

a$.$ Hint: you will need to visit a local grocery store to determine missing details to fully

complete your map!

$2.$ Provide location $($name and address$)$ of stores visited $($minimum based on group size i$.$e$.$ a $4-$

member group visits a minimum of $4$ stores$).$ Note, adding pictures would provide the best

evidence for the CEO of what the competition is doing. IMPORTANT: make sure you do not

violate any privacy measures$/$policies at the location. $5$ marks

$3.$ Determine the key metrics $($outcome$-$ and process$-$based$)$ to determine effectiveness of the

grocery business $10$ marks

a$.$ Hint: talking to the manager or researching via journals would help

$4.$ Compare how local stores work vs$.$ ShopRight. What are the differences and similarities between

ShopRight and the local stores? $10$ marks

a$.$ Hint: creating a table would help to complete this task with metrics listed as rows.

$5.$ Write a one$-$page $($single spaced, $11$ font$-$size, Calibri font$)$ briefing note for the CEO with your

suggested next steps based on the map and research. $10$ marks