Event
Customer
wishes to rent
the Ice
Trigger
Ice Booking
Priority
Mandatory
New customer
is added to the
system
Add Customer
Info
Important
Customer
wishes to rent
the
field/gym/OC
Classrooms
Classroom/Gym/ Mandatory
Field Booking
Low
Customer is
presented with
available ice
times and
chooses
specific time.
Employee
selects the ice
time and
marks it as
“Rented” and
the time slot is
then blacked
out from the
available ice
times
Customer
provides
employee with
their basic
details such as
their name,
telephone
number, and
email.
Employee
inputs details
into the
system.
Basic customer
details are
provided to
employee and
then employee
pushes those
details off to
the manager to
handle the
booking via
email.
Medium
Customer is
presented with
the available
ice times and
selects one.
The customer
is then tagged
with that ice
time which
includes all of
their details
(name, phone
number, email,
billing info,
etc).
High
Customer is able
to use the selfserve option
online and book
and ice time
themselves
providing all of
their customer
details (name,
phone number,
email, billing
info, etc) as well
as their choice
of the available
ice times.
Customer
provides
employee with
their basic
personal
details along
with their
billing details
to allow for
direct payment
processing if
needed.
Customer
creates an
account using a
self-serve
option available
online. On this
platform they
register
themselves and
create their own
account
providing all
account details.
Customer uses a
self-serve
option to
choose their
desired rental
and rental time
and then once
chosen the
manager
confirms the
booking on the
manger module
and a
confirmation
email is sent to
the customer in
real time
Basic customer
details are
provided to
employee and
then the
system sends a
notification
automatically
to the manager
module to
handle the
booking
Customer
wishes to
change the ice
rental time.
Edit Ice Rental
Mandatory
Customer does
not wish to pay
by the rental
but wishes
receive an
invoice with all
the ice rentals
that are due
for payment
Create Customer Nice to have
Invoice
Customer
wishes to pay
their invoice
balance or pay
for their rental
prior to
arriving at the
facilities
Process
Customer
Payment
Important
Customer
requests for a
change in time
slots. They
provide their
original time
slot as well as
the newly the
requested time
slot. Employee
then cancels
previous ice
rental and
creates a new
one.
Customer calls
and asks to
change their
ice time.
Employee looks
up customer
ice time by
name and
moves their
booking to
newly
requested time
slot if available.
Employee
looks through
previous ice
rentals with
customers
name tagged
to the booking
and sends the
details to the
finance
department
who will then
send the
customer an
invoice.
Customer
provides
employee with
their credit
card
information
over the phone
and employee
processes the
payment on
the
debit/credit
machine
manually.
Employee looks
up customer in
the system and
chooses the
create invoice
option on their
screen and an
invoice is sent
to the
customer via
email.
Customer
credit card is
provided and
kept on file
when booking
the ice rental
and employee
processes the
payment by
clicking the
“Process Rental
payment”
button.
Customer logs
onto self-serve
platform and
chooses the edit
ice-time option
and shifts their
booked ice time
to their newly
desired time
slot. Once time
slot is chosen
any new fee’s
associated with
bookings are
communicated
back to the
customer.
System sends
the customer
their monthly
invoice
automatically
via email on the
first of every
month. If there
is not a balance
for ice rentals
on the
customer’s
account, an
email is not
sent.
Customer logs
onto self-serve
account and
chooses the
“Pay my
balance” option
online and
processes the
payment
themselves
providing all
their own
necessary
details.
Manager
wishes to view
daily ice
schedule
Create Daily Ice
Report
Important
Employee’s
wish to sign
in/out for their
shift
Employee sign
in/out
Nice to have
Pay period has
been reached
and manager
needs to
provide payroll
with the hours
of all
employees
Create payroll
report
Nice to have
Manager views
the given day’s
ice schedule on
the system and
chooses to
print it for
daily use.
Report is not
entirely
‘cleaned up’ it
looks exactly
the same as on
the system.
Employee
navigates to
the sign-in/out
screen and
inputs their
time in as well
as time out on
the excel-like
grid provided
next to their
name. Hours
are manually
added up at
the end of the
pay period.
Manager looks
at the hour
tracking grid
and manually
adds up each
the total of
each
employees
hours and
emails them to
payroll
(only the
manager is
able to view
the whole grid)
Manager
navigates to
the “reports”
tab and selects
“produce Ice
schedule
report”.
Report details
are clean and
easy to read.
Every day at
midnight the
system
automatically
emails the daily
ice report the
manager
Employee
navigates to
the Sign in
screen. Screen
is in a grid-like
view and
employee finds
their name and
enters their
time in/out
before starting
the shift.
Restrictions are
set in place to
stop
employees
from adding
extra hours to
their shift.
Manager logs
onto the
system and
navigates to
the “reports”
tab and selects
“Produce
payroll hours
for current pay
period”. Report
is emailed to
manager for
confirmation
and then they
forward it to
payroll.
Employee logs
onto the system
and goes to
sign-in module
and enters their
assigned
employee id and
clicks “Sign In”
or “Sign Out”.
Hours are
automatically
tracked
At the end of
every pay
period the
payroll report is
automatically
emailed to
payroll for
processing.
Customer loses
their money in
the vending
machine and
requests a
refund
Process Vending
machine refund
Nice to have
Customer
requests
refund.
Employee
records the
Refund type
and amount on
the vending
machine
tracking sheet
in the system
which is in a
grid-like
format.
‘‘
‘’
As seen in the table these events have been prioritized as mandatory, important, and nice to have. The
mandatory events are deemed necessary in order to carry out daily functions within the organization.
The first mandatory event in question is “Book Ice Time”. This function was labeled as mandatory
because it is one of the core business processes that take place within the box office. Ice bookings are
handled on a daily basis so in an ideal world the functionality of this event would work best at a high
level of automation as it would make the process of handling bookings a lot more organized. The next
mandatory even listed is the “Booking of gyms, fields, and classrooms in the Oland Center”. This process
cannot be handled the same way as ice bookings as these bookings have to go through the box office
manager. This event is also deemed mandatory because it too is part of the core business processes
which the box office handles on a day-to-day basis. The level of automation that is recommended for
this process would be a medium or high level as it makes the customer name and information available
along with the booking. The last mandatory event is “changing the customer’s rental slot”. Given that
the customer provides notice prior to 24 hours before their original booking they have the ability to
change their rental time if needed. Because customers have that option, the system must be able to
change the customers booking for them when needed.
The next priority level on the table is events that are deemed as important. These events are
important to carrying out business processes in the box office but we are not reliant on them to be
successful in the day-to-day processes handled in the box office. The event listed is the event “Add new
customer”. This is deemed necessary as there are numerous customers who book more than once with
the box office on a consistent basis so their details are imperative to have on file in the system. This
makes the process more efficient as it saves the employee from having to re add the customer as soon
as they make another booking. Another event deemed as important is “processing customer payments”.
This is deemed as important and not mandatory because most customers pay when they arrive at the
facilities however there are some customers whom are invoiced for their ice rentals and have to pay
large sums at once. The last important event is “Create daily Ice report”. This was listed as important
because it is something that is needed every day however there is a way to do this without the system
by manually inputting the ice times onto a word document the night before each business day but for
the employees this process is extremely inefficient and time consuming.
The last priority level is “nice to have” meaning that these events are not necessary for the
system to carry out all core processes but they will certainly make things easier for the box office
employees. The first event of this priority level is “create customer invoice”. This is deemed as “nice to
have” because usually this process is carried out by the finance department however with the ability of
being able to create the invoice from the system automatically it creates a lot less aggravation in all
departments. Another “nice to have” event is “employee sign in/out” because this process is currently
done manually and works fine however the accuracy and legitimacy of the employee hours can get
shady when allowing employees to do this process manually. If this process was automated the accuracy
of employee hours would be a lot better. Another event that would be nice to have is “Manager creates
an hour tracking sheet for pay period”. This event is deemed as nice to have because it, like the sign
in/out process, is something that can be done manually by the manager. However, this is a lengthy
process when adding the hours for all employees so it would be nice to have the option for an
automated report. Finally, the last event that would be nice to have is “process vending machine
refund”. This process is usually done by manually filling out forms and giving the customer a refund out
of a float. The problem is that when using this method forms are sometimes not filled out and the floats
value is usually unknown or off. Therefore it would be nice to have a feature in which these refunds are
tracked properly.