Draw a complete model, as for the given scenario: Scenario Fotof offers photography services in the areas

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Draw a complete model, as for the given scenario:

Scenario
Fotof offers photography services in the areas of family photography, personal event photography (e.g. wedding and party photography) and commercial photography (predominantly corporate event photography). With a portfolio of 25 photography studios, Fotof Studio is the largest chain of photography studios in Northern Europe. Fotof's turnover in 2014 was €17.6 million, of which 25% was from sales to corporate customers and the rest from sales to private customers.
One of Fotof's core processes is the booking-to-cash process, from the moment a customer books a photo shoot, to the moment the order is placed, to the moment the customer pays and receives the product. ordered pictures. In 2014, Fotof received 10,000 orders from commercial customers and 80,000 orders from individual customers.
The booking-to-cash conversion process The process
begins when a client books a shooting session at a photo studio. Booking can be made by phone or via email sent directly to a specific photo studio. The request is processed by a customer service representative in the photo studio. Each studio employs two customer service representatives: a senior and a junior representative, who is also the studio's manager. The customer service representative enters the reservation details into the photo studio information system. The data entered includes: - Customer data (full name, telephone number, email for billing purposes and, if applicable, company name, company address and company registration number)
- Booking data:
the start of the session, its duration, the type of shooting (family, personal event or corporate event), whether the shooting session was in the studio or "on-site", any special equipment required (e.g. lighting equipment)
Recording is given to one of the studio photographers (there are an average of 3.5 photographers per studio). On average, an in-studio session lasts 45 minutes, while an on-site session lasts 3.5 hours (including transport time). 20% of private client shots and 100% of corporate client shots are done on-site.
After a photo shooting session, the photographer uploads the pictures to a file server. Eventually, one technician (an average of 2 technicians per studio) cleans up the pictures, deleting duplicates and failed footage. The technician then edits the remaining shots and edits them in a photo gallery using a special photo studio software tool. When the gallery is completed, the customer will be notified by email. The notification includes a URL where the customer can find the images.
Customers can view the gallery, choose the pictures they want to order as prints (and how many copies) and receive them as digital copies (at full resolution). Customers can also annotate a selected image to request additional editing (special requests). When placing their order, customers can specify whether to pick up hard copies from the studio or deliver them by mail. In the latter case, a shipping fee is added to the order.
After the customer places an order, a technician makes additional arrangements (if the customer requests it). In the case of special requests, the technician may need to communicate with the customer via email or phone to clarify the request and determine how to fulfill it, whether the special request will require an additional fee, and how much it will cost. If printing is required, the technician prints
, removes an envelopea puts it on the workbench of the studio. Digital copies are placed in a dropbox folder with the order number (but the link is only shared with the customer after payment has been made).
When the images are ready, a customer service representative determines the amount to be billed (including additional fees for special requests), issues the invoice, and sends it to the customer. When the client arrives to pick up hard copies, for example, he can pay by bank transfer or directly at the studio.
When a customer service representative finds that the payment was received by bank transfer, it marks the order as paid. If necessary, they pack and ship any output orders for postal delivery and, if appropriate, send the Dropbox link along with digital copies to the customer.
Pictures from a shooting session are stored in the corresponding gallery for up to 30 days (a reminder is sent to the client 5 days before the expiration date). If a customer has not placed an order past this time, an invoice is sent for the minimum invoice amount (see below). Invoices are paid within 7 days from the date of issue. A customer service representative sends a reminder if he detects an overdue invoice. Similarly, a customer service representative sends a reminder if he finds that a customer has not collected printouts more than 7 days after they are ready to receive them.
Booking or order cancellations can take place in three ways: (i) before the withdrawal session (cancellation of the booking); in case of no-show (the client did not come to the shooting session and did not reschedule); or (iii) after the withdrawal if the customer does not order any pictures within 30 days. There is no charge for cancellations made before the photo shoot. Cancellations due to no-show are not subject to a charge if made in the studio; they charge 50 EUR if they are "on-site". In case of no-show, the customer may postpone the reservation to a later day, but the no-show fee for on-site withdrawals will be charged to the customer in any case. If a client does not order any pictures after the shooting session, the client will bill a photo shooting fee of 100 EUR for the in-studio sessions (150 EUR for on-site shooting).
Stakeholder analysis
Customer perspective. In 2014, customer satisfaction was 80% (down from 85% in 2013) and a net promoter score was 70% (down from 80% in 2013).
Common customer complaints are made regarding (i) turnaround times between the photo shoot session and the availability of photographs for review, as well as turnaround times for delivery of digital copies and printouts; (ii) turnaround times for resolving customer complaints, in particular in relation to perceived defects in the digital and hard copies delivered; (iii) erroneous or "forgotten" orders or special requests. Customers frequently make special requests for changes or additions to their orders by phone or e-mail, and these changes/requests are sometimes not recorded (or incorrectly recorded) in the order management system. Changes to orders are currently carried out manually.
Staff perspective. Staff satisfaction with the current process is low. More than 60% of customer service staff feel their jobs are stressful. Overall staff turnover is all zAt its highest level: As of January 1, 2014, 20% of the staff involved in the process had resigned by December 31, 2014, up from 10% the previous year, and more than 80% of resignations are coming from customer service staff and the rest from photographers and technicians. The average Cost to Company (CTC) of a photographer in a Fotoff studio is 41 thousand per year (35 thousand for technicians and 37 thousand for customer service staff). The CTC at Fotof is generally in line with industry averages. The company also employs 20 staff at 46K CTC at company headquarters.
Interviews with staff have highlighted the following issues in the process:
- Customer service staff feel that appointment management is very time consuming. Customers sometimes call or email multiple times to find a convenient appointment time. Clients also call frequently to change appointments or cancel their sessions for shooting sessions. Approximately 1% of corporate orders are canceled before the withdrawal, while 5% of special orders are canceled before the withdrawal.
- Late arrivals and no-shows for appointments are high: 10% for in-studio sessions, 2% for on-site sessions, 3% no-show rates for in-studio sessions and 1% on-site for appointments.
- There are numerous customer inquiries (average of 3 per order in addition to booking-related calls or emails) via phone and email to inquire about the status of orders or deliveries, make changes to the order. , to discuss special requests, pricing questions, and to report complaints with pictures received.
Management point of view. Fotof's corporate strategy for 2015-2018 is focused on revenue growth. The company aims to achieve a 50% revenue increase by the end of 2018, growing the existing business organically, i.e. without acquisitions and opening additional retail stores. To achieve this goal, Fotof management is open to ideas to improve customer service and expand the range of value-added services, such as offering customers "slideshows" of personal events, creating customized art galleries and allowing customers to easily order reprints. photos, etc. Fotof's management thinks the additional revenue could come largely from wedding photos, parties and ceremonies. Currently, only the customer who initiated the reservation can place an order. But in the case of personal events and if the customer allows it, there is the possibility to sell to other event attendees. Fotof's management recognizes that faster cycle times can also help boost sales. Options include sending more frequent reminders to customers to place an order or rescheduling work to reduce cycle time.