发展神秘顾客检测技术 际挑战与机j遇 (john hsu,sassie).docVIP

Developing Technology for Mystery Shopping: Challenges and Opportunities (John Hsu, Managing Partner, SASSIE) A. INTRODUCTION (AKA Is this guy going to teach me anything useful?) Where our perspective on the industry comes from: 8 years of development High Volume Mystery Shopping Vendor for multiple Mystery Shopping Companies Standard and Custom Built systems International mystery shopping  B. WHY IS MYSTERY SHOPPING TECHNOLOGY DIFFICULT TO BUILD? (AKA Why are my programmers always so cranky?) Ideal conditions for software development: Well defined, well trained user base (reality: uncontrollable and ever growing user bade) Fixed, finite end goals (reality: Rapid and Constant Evolution) Established and widely accepted business rules and best practices (reality: Few exist!) Narrowly focused feature set (reality: comprehensive feature set) Availability of programmers who understand industry (reality: complete lack of developers who have even heard of the industry) Pre-defined performance requirements (reality: constant scalability concerns) Clients receptive to vendor experience (reality: upside down vendor-client power relationship) Predictable, ordered release cycles C. WHAT TECHNOLOGY PROBLEMS DO SUCCESSFUL HIGH VOLUME MS COMPANIES HAVE? (AKA What kind of headaches are headed my way?) User Interface Scalability Scheduling Email Efficiency Editing Efficiency (response conflict detection, validations) Performance – Server, Network and Database (Load balancing) Shopper Fraud Shopper Qualifications Attacks on Network Quality Assurance / Testing Backups Redundancy Archiving Impact of User Confusion Maintaining multiple development paths Backwards compatibility D. WHAT KIND OF TECHNOLOGY INVESTMENTS SHOULD I MAKE FOR THE FUTURE? (AKA What kind of crazy stuff are those clients going to ask me for?) Offline Data Entry systems (PDA, Laptop, Cell Phone) Phone recording Online video IVR Instant Surveys with Paging Branching Flexible/Customizable User Int