Service performance and customer experience data logging and electronic interaction technology (spice-t)

Abstract

SPICE-T is a software tool / application designed for the service industry that allows customers to request prompt service using their personal communication device. SPICE-T is designed to enhance the customer experience by allowing customers a more hands-on and simplified control of their in-store shopping experience. SPICE-T will have the capability to perform data analytics to improve staff utilization, business performance and profitability for owners.

Description

[0001] THE DESCRIPTION

[0002] 1. TITLE OF INVENTION:

[0003] Rule 5.1(a), Section 204(b)

[0004] Service Performance and Customer Experience Data Logging and Electronic Interaction Technology (SPICE-T)

[0005] 2. TECHNICAL FIELD:

[0006] Rule 5.1(a)(i), Section 204(a)(i)

[0007] INDUSTRIAL CATEGORY OF PATENT (TECHNICAL FIELDS TO WHICH IT RELATES)

[0008] (i) Technology: software application.

[0009] (ii) IT: Internet of Things, Integration, Data acquisition and management.

[0010] (iii) Services industry: any environment involving services provision.

[0011] (iv) Production and operations: FMCG, restaurant, shop-floor sales. 3. BACKGROUND ART

[0012] A. NOVELTY & PRIOR ART

[0013] As the name indicates, this invention relates to, and provides a unique, novel solution in the area of service performance and customer experience through data logging and electronic interaction. It can be used in any industry in which:

[0014] (i) service performance and customer experience are of importance,

[0015] (ii) where data on the aforementioned needs to be logged electronically,

[0016] (iii) two-way, business-customer interaction can also take place electronically, and

[0017] (iv) real-time feedback and data pertaining to the customer experience can be uploaded to the internet, social media and any other platform available at the time.

[0018] Currently such a solution does not exist.

[0019] Even where vaguely or remotely similar solutions do exist, they only cover specific aspects or components of service performance and customer interaction and feedback. Existing solutions do not cover the full range of activities and events from the time that a customer or potential customer is available to be attended to, to the time that the customer has been attended to, and is ready to exit the business, whether the business is a 'bricks-and-mortar' business, or an online business. Even where existing solutions cover aspects of service performance and customer experience and feedback, they do not do so in the unique manner in which the invention in this patent does.

[0020] To be more specific with regard to the novelty of this invention and the prior art, currently communication and interaction between service representatives in a business and customers (including potential customers) is technologically primitive in the sense that it is not automated and on an electronic platform from the time that a customer enters a business's premises, to the time that they leave. Contact and communication between the person actually providing a service at the point of service in a business (the service representative) and customers still relies on physically calling the person (such as calling a waiter in a restaurant), the person noticing you (being noticed by the waiter), interacting further through physical / verbal communication (talking to the waiter to place and order or ask for the bill), etc.

[0021] This is very random in the sense that service performance cannot be objectively measured electronically, and customer interaction cannot be undertaken or continued electronically. These statistics (metrics) could theoretically be measured manually, but this is not practical and the costs of doing so would be prohibitive and would make this type of manual measurement impractical and not financially feasible from a business perspective.

[0022] A customer's presence might be acknowledged when entering a business, but after that service interaction is left to individuals employed by the business to attend to that customer.

[0023] This invention is novel (solution is a first) in that it automates and enables electronic interaction in those specific aspects / segments / components of the provision of the service and the customer experience.

[0024] No invention currently exists that achieves all of the above, and that enables customers and businesses to achieve them electronically and in an automated manner, including collecting data in real-time on an electronic platform in one platform / tool. That has been technically achieved through this invention.

[0025] SPICE-T is a software application that is designed for industries that rely on people interaction, communication and action to receive and / or a product and / or services. SPICE-T acts as the interface between the business and customer to send, receive, collect and interpret real-time data to improve a business' service delivery, while improving customer's experience during receipt of the product and / or service. SPICE-T will benefit any services industry regardless of their level of automation and sophistication.

[0026] The services and sales industry that relies on human contact at a business' premises often sees customers looking for assistance from that business's staff but having to waste much time looking for staff to assist them and thereafter having to explain their requirement to staff that eventually reach customers to offer assistance. This leads to much time lost to the business and customer, often resulting in reduced sales and poor customer experience. While many tools and applications exist to make a business's products and services known; and to alert a business that a customer requires assistance, none of those tools and applications are interactive; none are designed to share customer's actual requirement(s) in real-time; alert business's staff to what is required upon a request for service being registered; allows staff to attend to most of the basic customer requests immediately; reduce time wastage experienced by making too many unnecessary trips to satisfy customer requests; none are designed to allow a business owner to have real-time oversight of their business from anywhere in the world at any time; none are designed to collect performance data for the business that links with understanding the business' and business' staff's actual performance; none are designed to interface with a business's existing tools to share and integrate information; none are designed to be visual to the customer so that they can see their product as a video clip; none are designed to alert the staff, floor manager and / or business owner of customer's requirements immediately when a customer raises their need for assistance; none are designed to collect historical data to generate trends for performance analyses. Creating an interactive and tool that delivers the above will reduce time wastage, increase customer turn-around in the store, increase efficiency and effectiveness of staff, increase utilization of existing resources, makes the unit cost of service cheaper, will increase profitability for the owner, will create real-time transparency for the owner, will allow the owner to make decisions based on real-time performance data related to customer's requirements and real-time feedback instead of waiting for the month end to interpret the analysis, and improve the overall quality of the business's product and service(s) provision.

[0027] SPICE-T doesn't require patrons' personal details for its operation and benefits delivery. Patrons may add their name and contact number and / or email, should they be comfortable to being contacted by the business owner. Patrons will be given 2 opportunities to add their name, contact number and / or contact email, namely:

[0028] (i) At the beginning when opening the session.

[0029] (ii) When the bill is requested.

[0030] (iii) At the end when closing the session or when after leaving a service review.

[0031] SPICE-T provides an indirect opportunity that ties in with payment forthe business. By logging into SPICE-T, the patron will be linked to a specific QR-code / NFC-tag and timestamp - both linked to a table. The payment / ordering system may then be linked with that time stamp as a check-back for patrons that have ordered and have not paid their bill. The waiter / manager / supervisor / owner will have full access to tables that are occupied within the restaurant and those that remain open on SPICE-T. This allows the business to increase vigilance when dealing with such matters while reducing the frequency and instances of occurrence of these events.

[0032] 4. DISCLOSURE AND SUMMARY OF INVENTION

[0033] A. DISCLOSURE AND EXPLANATION OF THE PATENT CLAIMS

[0034] SPICE-T is a software tool that will reduce waiting time for service to customers and improve staff effectiveness in any product / service delivery environment, while giving business owners / leaders / managers real-time data centric insight into their operation for decision making.

[0035] SPICE-T will improve customers experience of the business through real-time interfacing via the digital platform, facilitating faster response to their request(s), with the benefit of always knowing the exact person(s) that should be assisting them. SPICE-T will help owners / leaders / managers by collecting and interpreting non-invasive real-time data to improve productivity, optimize costs through operations and integrate with existing systems to assess stock and inventory.

[0036] SPICE-T will facilitate multi-lingual customer service to improve service delivery and service receipt for any customer in any country. The real-time data centric environment improves experiences and interactions between the customer and business owner; and between staff and the business owners / leaders / managers. SPICE-T will allow customers to receive faster and more accurate service from the business as and when required. Floor staff, management, supervisors and business owners will receive immediate and firsthand account of customer requirements and their staff's success in fulfilling such requirements. Customers won't experience the delays of having to search for staff for long periods of time, as is currently experienced, and then needing to explain their requirements - adding to more time delays and frustrations. Business's staff will be notified immediately through SPICE-T of a customer's requirement(s) regardless of where they are on premises - this includes management and the owner, who will be able to act early to prevent upsetting customers.

[0037] SPICE-T is the interface software that will be tailored to the business's requirements with function buttons, linked to the staff / service personnel for the area that will allow a customer to register their immediate requirement and then continue with their purpose, knowing that their requirement / request is being attended to by the staff and management at the same time. SPICE-T will record all data and the businesses response time for analyses to indicate areas of success, areas needing improvement, staff's capabilities, staff's performance, and the business's opportunity to increase efficiency while reducing cost. Historical data will allow trending through SPICE-T so that owner's will be able to make data backed decisions on a daily, weekly, monthly, quarterly, trimester, semester and annual basis - as required.

[0038] SPICE-T is easily configured to suit a business' needs and easily modeled around customer type and requirements. SPICE-T is not dependent on any particular hardware and easily communicates with all hardware devices - SPICE-T therefore does not require special hardware. SPICE-T may be configured and set-up in real-time from anywhere in the world in any location in the world.

[0039] The system will be hosted on a managed cloud platform for high availability. The solution does not require any specialized hardware and is compatible with all standard operating systems (Windows, iOS, Android). B. BACKGROUND & CONTEXTUAL FRAMEWORK

[0040] Cl. Background Scenario

[0041] For a restaurant industry, customers will visit with varying party sizes and time availability. The customer looking to entertain business guests and the customer looking for a leisurely visit, time is of the essence. The business customer requires to have their meal and most likely will need to exit within the hour. The business customer looking to entertain their customers will be looking for efficient quality service, which will earn them a reputation of treating their customers well, while also keeping high quality company - both increasing their reputation among their customers. Research shows that customers looking for leisurely meals are less focused on time constraints but prefer to be treated well and ensure that their party receives the attention that they deserve.

[0042] The international benchmark shows that the average turnaround time for a restaurant table is approximately 40-45 minutes. However, customers that don't place an order within the first 5 minutes of seating, on average occupy the table for just over 1 hour and enter a relaxed frame as far as the restaurant is concerned. In this case, those customers are less likely to order more than a single meal and drink per diner / person due to their perception of a restaurant that lacks urgency. The restaurant loses income due to less "covers" served and less drinks orders, together with the table occupied less than the average. This has a more negative impact if the situation occurs during any of the daily peaks - breakfast, lunch and / or dinner.

[0043] Research also shows that customers who perceive the restaurant with "lazy / lack of urgency" service delivery are less likely to return to that restaurant - regardless of how good the meal may be. Here again, the restaurant loses follow-on business and potential future business as a result of negative reviews being spread to prospective customers.

[0044] In the event that the service starts well, customers create a high expectation from the restaurant, which fizzles out should the restaurant not be able to maintain the service standard. In this case, the dining experience ends poorly, and customers leave with a poor perception of the restaurant - yielding the same outcomes described above.

[0045] On the other hand, should customers experience positive service and place an order within the first 5 minutes of seating, customers start to believe that the restaurant and staff understand their sense of urgency. In this case, customers are more likely to place their meal orders within 10 minutes and most often order multiple drinks. Customers generally enter a restaurant service with some time allocation. When the service is quickwith high quality food, customers are more likely to order additional covers (starters and / or desserts) with their main meal. Under these circumstances, customers normally exit the restaurant within 45 minutes and with a positive perception of the restaurant and are more likely to return to the restaurant. In this case, the restaurant makes more sales in the 45-minute seating, leave customers with positive experiences and are more likely to receive return business as well as future business coming through positive "word of mouth" advertising to prospective customers.

[0046] Research shows that should the service start slow but recover due to an attentive and responsive waiter, customers are instilled with a sense of confidence in the waiter - whom customers perceive to understand their requirements - and are more likely to adjust their perception of their restaurant experience. While customers may not always improve their perception of the restaurant, a well-received service increases the chances that the customer will return to the restaurant - offering a "second chance" to the restaurant to recover their reputation, with the added benefit of improved turnover.

[0047] An often-overlooked matter is when patrons require privacy through their dining experience. In this circumstance, staff's intervention to check on a patron's comfort and requirement(s) are generally not well received. Unfortunately, staff's proactive action has the opposite effect in this case, leading to a bit of a negative experience. The principle applies to all product / service industries where the interaction described in section 3. A above is required for a business transaction.

[0048] C2. The Solution

[0049] SPICE-T will allow a restaurateur to configure their restaurant's physical layout with table numbers, zones, staff and allocation. Restaurant staff will direct customers to scan the QR- code / NFC-tag using their mobile phone thereby opening the table. Staff will thereafter know that their performance is being recorded and timestamped. In this situation, staff will behaviorally guide customers to place at least a drinks order within 5 minutes (as a KPI). Should the order not be placed, the restaurant manager, supervisor and / or owner will receive a notification via SPICE-T that a table was opened but no order was placed within the 5-minute period post seating. The prompt will capacitate the manager, supervisor and / or owner to intervene either personally or direct the waiter to address the matter.

[0050] The SPICE-T prompts will alert staff to be more vigilant to customer's needs, which will direct staff and management to focus attention where it is needed (or likely to be needed) avoiding a negative situation. SPICE-T's value comes through the customer having more control of their dining experience, while giving restaurant staff the ability to intervene strategically to ensure that the patron's requirements are respected, and the restaurant delivers a well-executed service.

[0051] SPICE-T's minimum viable product (MVP) will have the following functions for the patron to exercise:

[0052] (i) Request for service buttons: request for drinks, request for meal order, request for dessert order, request for the bill. The significance of this is that the waiter will know exactly what is required and will reach the table knowing the customer's requirement - and deliver it without the customer needing to make additional requests.

[0053] (ii) Request for equipment: request for a menu, cutlery, crockery. (iii) Request for standard drinks: request for tap water (with implements), request for bottled water (with implement), request for sparkling water (with implements).

[0054] (iv) Request for privacy: 5 minutes, 10 minutes, 15 minutes.

[0055] (v) Rate the service: 1 - 5 stars.

[0056] (vi) Rate your meal: 1 - 5 stars.

[0057] (vii) Rate the restaurant's ambience: 1 - 5 stars.

[0058] (viii) Log a suggestion (compliment and / or complaint) in real-time.

[0059] SPICE-T's MVP will have the following functions to owners and patrons:

[0060] (i) Alert supervisors and managers when customer's requests are outstanding for too long, and too many unanswered requests.

[0061] (ii) Allow customers to identify their waiter and floor manager in real-time.

[0062] (iii) Log the individual table seating time, size, order history.

[0063] (iv) Indirect patrons tracking for payment against their service received.

[0064] (v) Analysis of stock consumption, which may then be used to align with actual inventory for tracking and trending, research for more competitive pricing, and access to more convenient geographical suppliers.

[0065] (vi) Upload all data per enquiry into the database for analyses.

[0066] (vii) Automatic session closure beyond the restaurant's gate.

[0067] (viii) Optional: patrons names and contact number.

[0068] The data collected and analyzed by SPICE-T will be consolidated into a succinct report that will be sent to patrons monthly in electronic format. Where possible, an in-person or online discussion will be held with the business owner(s) to discuss findings.

[0069] As a software application, IT security remains a global concern. SPICE-T will be hosted on a secure server with back-up and security firewalls. Access to SPICE-T will be controlled through a QR-code / NFC-tag corresponding to the business' location and proximity of the device to the location. That is, should a device reside just outside the business's confirmed boundary, SPICE-T will automatically close the session and notify the business owner and patron. SPICE-T will interact with the business's systems and devices using encrypted API calls and other relevant protocols.

[0070] D. PRACTICAL EXAMPLES OF THE USE OF THE INVENTION

[0071] Example 1:

[0072] A patron enters a restaurant for a party of 4 for lunch. The waiter meets the party and directs them to their seat, notifying the lead patron to scan the QR-Code / NFC-tag to access the tool that will enhance their dining experience. The waiter offers to take their drinks order while handing the menu to each - but no orders are given until patrons read the menu.

[0073] After 5 minutes SPICE-T interfaces with the restaurants ordering system, recognizing that the table number has no order and thereafter notifies the waiter and manager / supervisor / owner that no drinks order has been placed, which then prompts the waiter to go to the table to take their drinks order - or recommend their specialty drinks. The waiter notifies the table that the waiter will return with the drinks in 7-10 minutes and will take their food order.

[0074] After clearing the drinks prompt, SPICE-T restarts the clock and again interfaces with the ordering system. If no meal order is placed within 10 minutes, SPICE-T notifies the waiter and manager / supervisor / owner, prompting the waiter to take the meal order - and following the process above. The waiter takes the meal order, loads it on the system, while clearing the notification on SPICE-T. Thereafter, if no action is recorded on SPICE-T by the customer for 10 minutes, SPICE-T notifies the waiter and manager / supervisor / owner, who responds to the table to make sure that they are comfortable - or if they require anything else.

[0075] After clearing the notification and restarting the clock, if the customer doesn't make a request on SPICE-T for the next 15 minutes, SPICE-T notifies the waiter and manager / supervisor / owner, who will visit the table to offer desserts, something to drink or additional meal items. This will either lead to additional order items or request the bill. SPICE- T will send prompts to the waiter and manager / supervisor / owner every 2 minutes until an order is placed or the bill is served.

[0076] The action will have influenced the waiter to deliver a high-quality service and turn the table around in approximately 40 minutes, afterwhich time either the bill will be paid, or additional orders will be placed.

[0077] Example 2

[0078] The customer is seated and requires privacy to discuss matters with their guests. After being seated by the waiter and prompted to open the SPICE-T service, the customer taps the "Request Privacy" button and selects the 10-minute time limit. After 10 minutes, SPICE-T notifies the waiter and manager / supervisor / owner, who reaches the table and offers drinks to the table with a rendition of the day's specials. The process in Example 1 then takes action.

[0079] Example 3

[0080] The customer proceeds with the service through SPICE-T and is impressed with the efficient service. Accordingly, the customer taps the "Request Menu" button on SPICE-T, which notifies the waiter and manager / supervisor / owner, prompting the waiter to take the menu to the customer, knowing that they want to order some item, allowing the waiter to engage with the customer(s) - enhancing their experience.

[0081] Example 4

[0082] The party are seated and open the SPICE-T service, but no sooner does a patron require an urgent drink of water. The customer presses the "Request Tap water, with implements" button that notifies the waiter and manager / supervisor / owner, prompting waiter to deliver the drink to the table within 2-3 minutes - meeting the customer's requirements immediately. Example 5

[0083] At the end of the meal, the customer taps the "Request the Bill" button on SPICE-T, which notifies the waiter and manager / supervisor / owner, prompting the waiter to deliver the bill to the table. The waiter clears the notification and within 2 minutes of delivering the bill, SPICE-T notifies the waiter about the time lapsed, which prompts the waiter to visit the table to settle the bill. At the same time, SPICE-T issues a pop-up to the customer to "rate our service" comprising the 3 questions + an optional comments block.

[0084] At every stage of the service, SPICE-T will gather information from SPICE-T and from the menu ordering system as raw data per service session. This information will be downloaded into a historian server, where the data will be analyzed and reported to a few key metrics that will inform the restaurant's patronage, service factors, order history, common ordered items, patrons distribution spread over the day, week, month, quarter, trimester and year. This will be issued to the owner and discussed as a value-added service to allow the owner to make decisions using factual data on restaurant performance, staff performance, training needs, wastage points, patronage and cycles.

[0085] 5. BRIEF DESCRIPTION OF DRAWINGS

[0086] 6. BEST MODES FOR CARRYING OUT THE INVENTION AND DESCRIPTION OF EMBODIMENTS

[0087] SPICE-T is a software application and will be hosted on a secure online server that will be managed constantly. In the event of the server being dysfunctional, an error message will be sent to the administrators and subscribed clients.

[0088] The hosting company will advise the best back-up system to ensure the highest system availability. As a service request software, SPICE-T comprises:

[0089] (i) Scannable, service location / area identifiers (e.g., NFC, QR codes);

[0090] (ii) Communication device (e.g., customer mobile phone);

[0091] (iii) Software application;

[0092] (iv) Service Request Terminal; and

[0093] (v) Employee notification device.

[0094] 7. INDUSTRIAL APPLICABILITY

[0095] A. THE USE CASES

[0096] If we consider a business where customers enter and require service from the business's service representatives (including where they are purchasing goods), and we consider this space as the theatre of operations where certain human interactions and events take place, then we can apply the technology embodied in the invention to add value to the scenario in terms of productivity, efficiency and time-and-cost savings.

[0097] An analysis of the events that take place:

[0098] Certain events take place to which the invention can be applied.

[0099] A person enters a business premises / place of business as a potential customer or an existing customer (the potential customer only becomes a customer when the business's staff interact / communicate with him / her and indicate their willingness and capacity to provide the goods and / or services that they offer to him / her, and he / she agrees to purchase those goods or services).

[0100] The business might even reject the potential customer, e.g., when a restaurant refuses to admit an improperly dressed person. Furthermore, the business might impose conditions on customers e.g., they might require a patron to wear a jacket and even provide one.

[0101] Additionally, should a patron enter the premises and there is a communication barrier due to use of a language that is not understood by the patron and / or business staff, this will create miscommunication and loss of a sale / service.

[0102] The invention will enable pertinent information to be shared with patrons before, during and after their visit to the business's premises. This includes sourcing interpretation capability through the internet to overcome the language barrier. This will avoid unnecessary and difficult situations between patrons and management.

[0103] Only when the conditions have been met for the business to admit the customer, i.e., they have agreed to provide the service, and the customer has agreed to receive the service, will the customer experience commence. In some cases, the agreement between the parties might even be tacit, for example where the customer just walks in and sits down at a table.

[0104] The interactive functionality of the Invention then becomes operative. The customer logs their presence electronically on the app and asks for service (in the restaurant example they ask for a waiter).

[0105] The interactive, person-to-person communication is not casual - it is focused, structured and aimed at a particular purpose and relating to a particular menu of goods or services.

[0106] In the restaurant example, we examine what is not currently recorded and / or measured: (i) Notification of entry. (ii) Time waited before being seated.

[0107] (iii) Notification to the waiter of your presence.

[0108] (iv) Waiter's readiness to provide service.

[0109] (v) Efficiency of service.

[0110] (vi) Prompting of a waiter in a restaurant environment during the dining experience.

[0111] Some of the things that a restaurant patron and a restaurant owner would benefit from by having an electronic platform to assist them with (which the invention does):

[0112] (i) Finding a waiter

[0113] (ii) Before and after registering your presence and placing an order.

[0114] (iii) Placing an order / ordering

[0115] (iv) Efficiency with which they are served.

[0116] (v) Getting the menu.

[0117] (vi) Being served thereafter.

[0118] (vii) Ongoing service delivery from waiter / staff

[0119] (viii) Time during each interaction (minutes)

[0120] (ix) Additional service offerings (ability to sell more - upselling - efficiency)

[0121] (x) Receiving the bill / paying the bill

[0122] (xi) Real-time service rating / feedback / uploading of data generated with an App.

[0123] (xii) Potential for advertising during experience.

[0124] (xiii) Confirmation of end of service or end of session.

[0125] (xiv) Language translation for ease of transacting.

[0126] SPICE-T may be effectively adopted in the restaurant dine-in industry, motor service industry, motor vehicle sales and service industry, wholesale hardware store, in-store cellular service industry, on premises banking industry, clothing retail stores, supermarkets.

[0127] The store requires internet access and QR-codes / NFC-tags specific to their products / aisles.

[0128] These will be coded to the relevant staff working in the product / sales system and notifications sent to management / supervisors / owners, while being recorded. As soon as the customer leaves the store, SPICE-T will automatically close the session.

[0129] The data collected and analyzed will inform owners of their staff performance capabilities, staff numbers required for optimal performance, staff performance data for factual decision making on increases and bonuses, high sale items, low sale items, seasonal fluctuations, and focus areas for highest profits.

Claims

8. THE CLAIMSPatent ClaimsThe patent claims are for:Claim 1A software application / product that automatically or through human input, electronically collects, processes, measures, displays, and transmits data relating to service performance in all instances where a service must be rendered, and it enables all the parties involved in providing and receiving the service (the customer, person providing the service, management and other key persons in a business) to interact electronically during the customer experience. It includes but is not limited to the following features: (i) data on the aforementioned is generated electronically, (ii) two-way, business-customer interaction can also take place electronically and be logged, and (iii) real-time feedback and data pertaining to the customer experience can be uploaded by the user to the internet, social media and any other platform available at the time.Claim 2A software application / product that includes, but is not limited to, the following functionality and features available electronically to its user(s) in a restaurant environment or in any other similar environment, including the collection and management of data thereon: (1) notification of entry, (2) calling a waiter / notification to the waiter of your presence, (3) waiter's readiness to provide service before and after registering your presence (4) time waited before being seated, (5) getting the menu, (6) being served thereafter, (7) placing an order / ordering (8) efficiency of service after prompting of a waiter during the dining experience, efficiency with which a customer is served, (9)ongoing service delivery from waiter / staff, (10) time during each interaction (minutes), (11) additional service offerings, (12) receiving the bill and paying the bill, (13) real-time service rating, (14) feedback, uploading of data generated, (15) potential for electronic advertising, (16) confirmation of end of service or end of session.Claim 3A software application / product that enables value added services (VAS) to be added to its core technology to enhance its product offerings, which includes, but is not limited to expansions to add inventory and inventory videos, product linkage to real-time inventory management for stock-taking and consumption, componentization of any / all inventory items.

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