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EXECUTIVE OVERVIEW

The coastline systems consulting is having problem in keeping track of clients' hardware and software configurations and warranty periods. There is no accessibility of clients' PCs and network devices by technicians. There is no organized and documented procedure to tracking components, passwords, client call and e-mail in coastline office.

To resolve these issues Peter Charles, the president wants to develop a system that is both responsive to clients and helpful to the technicians. He would like to see a system that allows technicians to access, update client's hardware and software configurations and help technicians to track the installation of new hardware components. He also wants that the system would allow clients to enter their service requests directly and everyone in the office can able to see history and status of each request. To accomplish, he asked Anna Kelly, analyst/programmer to prepare a formal Request for System Services and Problem Statement Matrix.

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TABLE OF CONTENTS

PROJECT CHARTER.................................................................................................................1 COASTLINE SYSTEMS CONSULTING.....................................................................................1 EXECUTIVE OVERVIEW............................................................................................................2 TABLE OF CONTENTS..............................................................................................................3 PURPOSE..................................................................................................................................4 REQUEST FOR SYSTEM SERVICES.......................................................................................4 Figure 1..................................................................................................................................5 PROBLEM STATEMENT MATRIX..............................................................................................6 Figure 2..................................................................................................................................7 PROBLEMS................................................................................................................................8 OPPORTUNITES........................................................................................................................8 CONSTRAINTS..........................................................................................................................9 PRELIMINARY SOLUTIONS AND IDEAS..................................................................................9 CONCLUSIONS........................................................................................................................10 RECOMMENDATIONS.............................................................................................................10 REFERENCES..........................................................................................................................11

PURPOSE This Project Charter presents the preliminary findings of my investigation into the feasibility of the project to Coastline Systems Consulting. If you find any discrepancies or misconceptions, please bring them to my immediate attention. It also provides Request for System Services (Figure1) and Problem Statement Matrix (Figure 2) which are given below:

REQUEST FOR SYSTEM SERVICES Coastline Systems Consulting


Phone: 555-555-5555 Fax: 555-555-5555 REQUEST FOR SYSTEM SERVICES

DATE OF REQUEST 02/04/12 SUBMITTED BY (key user contact) Name Anna Kelly Title Analyst / Programmer Office Coastline Office Phone 555-555-5510

SERVICE REQUESTED FOR DEPARTMENT(S) Tech Support / IT consultants EXECUTIVE SPONSOR (funding authority) Name Peter Charles Title President Office Coastline Office Phone 555-555-5528

TYPE OF SERVICE REQUESTED: Information Strategy Planning Existing Application Enhancement Business Process Analysis and Redesign Existing Application Maintenance (problem fix) New Application Development Not Sure Other (please specify _______________________________________________________________________ BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE (attach additional documentation as
necessary)

The current practices for tracking client configuration information and hardware components are not working well. Technicians going out to handle the service calls often face incomplete information. There is also a need for an Internet application that would allow clients to submit service requests and technicians to enter notes of their
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work on those requests. The proposal has an opportunity to provide better service to users along with reduced costs and better information to both IT personnel and management.

BRIEF STATEMENT OF EXPECTED SOLUTION

The proposed Client Technology Tracking System will track the components and configuration information for each piece of equipment for each client. Component information will include purchase date to track warranty periods. Configuration information will be very flexible to handle all the kinds of information that needs to be tracked. An Internet-based portion of the system will allow clients to submit service requests and consultants to enter work notes to provide a history for each client.
ACTION (ISS Office Use Only) Feasibility assessment approved Assigned to _ Feasibility assessment waived Request delayed Request rejected Authorized Signatures: _____________________________________ Sponsor Approved Budget $ _____________ Start Date ASAP Deadline 6 months Backlogged until date: ______________ Reason: ________________________________________________ ___________Peter Charles_____________________________ Project Executive

(Figure 1) (Nicolian, 2008)

PROBLEM STATEMENT MATRIX


PROJECT: Consulting Coastline Systems PROJECT MANAGER: Collins LAST UPDATED BY: 02/04/2012 DATE LAST UPDATED: 02/04/2012 Kenneth

CREATED BY: DATE CREATED:

Brief Statements of Problem, Opportunity, or Directive 1. Not able to check problem status lead to the delays, additional costs and additional trips to office, and unsatisfied clients. 2. Not able to check problem history causing delays in part orders and poor client satisfaction.

Urgency

Visibility

Annual Benefits $3,900.00

Priority or Rank

Proposed Solution

6 months

High

New Development

6 months

High

unknown

New Development

3. Clients cannot submit service requests over the web, or during off hours causing client satisfaction issues.

6 months

Medium

Unknown

New Development

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4.

No information system is available to house requests for assistance causing Emails and voice messages to get lost or misplaced.

6 months

High

Unknown

New Development

5. Management tools are required to track average request days and other metrics for quality analysis 6. Billing, payroll, and accounts need to be combined to reduce delays and errors.

6 months

Medium

Unknown

Future version of newly developed system

6 months

High

Unknown

New Development

(Figure 2)

(Sedlack, 2003)

PROBLEMS I have compiled the following list of problems and opportunities to be addressed.

1.

Lack of Tracking:

It is difficult to keep track of clients' hardware and software configuration as every client PC contains various components like keyboard, NICs. Etc. The employees have to personally keep track of what was done on the accounts and there is no efficient or permanent way of tracking or communicating this data to others. 2. No accessibility by technicians: Coastline's technicians do not access client's network devices, their passwords and configurations. 3. Lack of online application for service request: The clients call and Email hardware/software problems and concerns to individual employees at the company leading to delays from poor employee communication and/or forgotten Email.

OPPORTUNITIES
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1. The opportunity is to provide better service to clients by providing web service to enter service request directly. 2. Management tools are required to track average request days and other metrics for quality analysis. 3. Provide access to clients' information and his equipments' configuration by technicians.

CONSTRAINTS Constraints are limitations, good or bad, that will or may constrain any solutions that I might propose. Constraints can be technical, monetary, time, or political. To date, I have identified the following preliminary list:

1. Deadlines: Deadlines can be in monetary term or in time limit. In Coastline Systems, time is the main constraint. The solution needs to be completed in 6 months It is really a concern in terms of time. 2. Available Human resources: Anna Kelly, the programmer/Analyst is the only one who works as a programmer or developer. In the development of client technology tracking system Coastline System needs more human resources so that it will be completed before the deadline.

PRELIMINARY SOLOUTIONS AND IDEAS

My report approach will eventually examine numerous alternative system solutions, and it would be premature to commit to any solution at this time. However, it is never too early to begin brainstorming and cataloging ideas. 1. Development of Application for tracking: The main concern of Coastline Systems is to track clients' hardware and software configurations and warranty periods. Development of client technology tracking system lead to the efficient way of tracking configurations, warranty, etc. by employees in the office and by technicians out of office on call. 2. Online Application for clients: Online application to clients not only give convenience or satisfaction to clients by directly enter the service request but also save Kathy's 5 hours a week in answering service request calls and trying to pass them on to technicians.

CONCLUSIONS This project supports the conclusion that there should be a development of client technology tracking system for the Coastline Systems Consulting. Using system for tracking hardware and software configuration by technicians will satisfy Coastline Systems problem. So, the proposed solution will satisfy Coastline Systems problems regarding tracking configuration, accessibility by technicians and entering request for service by clients directly with substantial savings of $3900 per year.

RECOMMENDATIONS Based on the project report, it is recommended that Coastline Systems should proceed with the development of Client technology tracking system. The proposed solution will

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satisfy its problem of unable to track clients' hardware and software configuration, warranty periods, etc. with providing savings of $3900 per year.

REFERENCES Bentley, W. (2007). Ctts case study- milestone1:scope definition. Retrieved from http://highered.mcgraw-hill.com/sites/0073052337/student_view0/case_studies.html

Bentley,

W.

(2007).

Ctts

case

study-

milestone1:Introduction.

Retrieved

from

http://highered.mcgraw-hill.com/sites/0073052337/student_view0/case_studies.html

Nicolian,

N.

(2008).

Request

for

system

services.

Retrieved

from

https://docs.google.com/viewer?a=v&q=cache:sDTngcdbPFoJ:nnicolian.com/MIS %20330%20-%20Spring%2008-09/Milestone%201.pdf solution&hl=en&gl=us&pid=bl&srcid=ADGEEShq7ffJjbiz_TMOsRMqnSrPJy51XBG8rkNm18lBZZp_8IIAmUSuuMgxTzEUlCYaqiL325FpKE Nwnxp48QPjemTw_AVbuQ64Qw4OgiTOwB_eToKGtZyA3DlKggHY17UWeDoEjEc&sig= AHIEtbQTpPxO2783yrhdKVqB3lJOInOLGA ctts case study 1

Sedlack,

D.

(2003).

Problem

statement

matrix.

Retrieved

from

http://scis.nova.edu/~sedlack/660/Team A Problem Statement Matrix.html

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