PROJECT:

Consulting

Coastline Systems

PROJECT MANAGER:

Derek Sedlack

CREATED BY:

Team A

LAST UPDATED BY:

Team A

DATE CREATED:

10/09/2003

DATE LAST UPDATED: 10/21/2003

Brief Statements of Problem,

Opportunity, or Directive
Unable to check problem status
causing undue delays, additional
costs and reworks, and lower
client satisfaction.

Urgency

6 months

Visibility

High

Annual Benefits

Priority or
Rank

Proposed
Solution

$50,000

New
development

Unable to check problem history

causing delays in part orders and
poor client satisfaction.

6 months

High

$15,000

New
development

No method for problem

prioritization forcing a best guess
for client expectations.

9 months

Medium

Unknown

New
development

Clients cannot submit service

requests over the web, or during
off hours causing client
satisfaction issues.

6 Months

Medium

Unknown

New
development

None

Low

Existing
equipment will be
used

None required

6 Months

High

$150,000

New
development

Future version
of newly
developed
system

Costs of New System

No information system is
available to house requests for
assistance causing Emails and
voice messages to get lost or
misplaced.
Only one inefficient method for
creating service requests,
multiple reliable points need to
be created.

9 Months

Medium

Unknown

Management tools are required

to track average request days and
other metrics for quality analysis

9 Months

Medium

Unknown

Future version
of newly
developed
system

Billing, payroll, and accounts

need to be combined to reduce
delays and errors.

6 Months

High

Unknown

New
development

Coastline Systems Consulting

Phone:
888-555-0000

DATE OF REQUEST
10/22/2003
SUBMITTED BY (key user contact)
Name
Derek Sedlack
Title
Team A Lead

Fax:
888-555-0001

SERVICE REQUESTED FOR DEPARTMENT(S)

Programmer/Analyst
EXECUTIVE SPONSOR (funding authority)
Name
Peter Charles

Title President
Office
Phone

Texas
512-244-2331

Office
Phone

25 A
888-555-1212

TYPE OF SERVICE REQUESTED:

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

Currently there is a lack of process, knowledge and communication at Coastline Systems Consulting. 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. The employees have to personally keep track of what was done on the accounts and ther
is no efficient or permanent way of tracking or communicating this data to others. This causes problems when more that one
employee is involved with a client since communication is critical to solving the clients problem without duplicating efforts to
solve the problem, or forgetting vital information. Knowledge of client equipment, updates, and maintenance is kept in a
spreadsheet format and cannot be efficiently or accurately updated and is not readily available to all employees. These issues res
in the loss of valuable billable hours, efficiency in service, and client satisfaction and a viable total quality management solution
cannot be developed.

BRIEF STATEMENT OF EXPECTED SOLUTION

The described problems require the design of a CRS Client Response System, which is an enabler for efficiency, profitability, a
client satisfaction. The system can monitor and record client requests over different mediums that would be prioritized and assig
to respective employees called consultants. The consultants can then enter the details of the services provided and equipment
modified, creating a knowledge base that would provide vital information about the client. Employees could reference the client
records at any point in time to communicate issue status, previous corrective action, or outstanding service requests. Employees
would also be able to determine if previous actions are in progress, or completed without direct employee contact reducing
considerable billable rework hours.
The system should be web-enabled that can be accessed from any Internet-capable system and may potentially integrate with
suppliers and client systems to increase stickiness and reduce total cost of ownership (TCO). A web-based system would also
provide greater availability to both clients and dispatched employees. A menu-driven system should reduce training for employe
already familiar with popular software applications, reduce development costs, and increase client satisfaction through ease of us
A system that integrated billable hours, payroll, and accounts receivable would reduce errors, delays, and TCO. Phases of
implementation are expected, but a viable solution should be available six months after the date of approval and funding.

ACTION (ISS Office Use Only)

Feasibility assessment approved

Assigned to _Team A_

Feasibility assessment waived

Approved Budget $ _____________

Start Date __ _____ Deadline _ ___

Request delayed
Request rejected
Authorized Signatures:
_____________________________________

Backlogged until date: ______________

Reason: ________________________________________________
_________________________________________________
Project Executive Sponsor