Coastline Systems Consulting

Phone: Fax:

DATE OF REQUEST 08/28/2010

SERVICE REQUESTED FOR DEPARTMENT(S)

All departments
EXECUTIVE SPONSOR (funding authority) Name Peter Charles Title President Office Phone

SUBMITTED BY (key user contact) Name Anna Kelly Title Analyst Programmer Office Phone

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)

Company client base and the complexity of installations have grown so as problem of keeping a track of the Client requests whenever they have any kind of hardware or software problem. Client documentations is not complete and accurate, and sometimes it generate extra work that is not billable to the client. Theres inefficiency in collecting calls and passing informations to the available technicians and this could cause few technicians to work on the same problem. Work done to resolve problems frustrate the client and technicians. Few clients were lost as a result.
BRIEF STATEMENT OF EXPECTED SOLUTION

The president, Peter Charles, wants to develop a system that is responsive to the clients and helpful to technicians and to allow clients to directly enter their service requests. System shall also allow technicians to document the work done on those requests. Also the system shall have a history and status of each request and an easy way to track the installation of new hardware components, possibly using barcode scanning. Also system shall be able to generate statistics and reports so the company can pursue continuous improvement in this area so as to minimise inefficient work and raise profit.
ACTION (ISS Office Use Only) Feasibility assessment approved Feasibility assessment waived Assigned to ANNA KELLY Approved Budget $ unknown Start Date ASAP Deadline SIX MONTHS Backlogged until date: ______________ Reason: ________________________________________________ ______________PETER CHARLES__________________ Project Executive Sponsor

Request delayed Request rejected Authorized Signatures: _____________________________________

PROBLEMS, OPPORTUNITIES, OBJECTIVES AND CONSTRAINTS MATRIX

Project: Created by: Date Created: Coastline CTTS Anna Kelly 29/08/2010 Project Manager: Last Updated by: Date Last Updated: Anna Kelly Anna Kelly 29/08/2010

CAUSE AND EFFECT ANALYSIS Problem or Opportunity 1. Secretary receives all requests by email and phone. 1. Causes and Effects It takes time for secretary to answer service request calls and process it on to technicians. Multiple emails with job assignments are sent around the company. Sometimes more technicians are working on the same problem. Its not possible for available technicians to take request. As clients base grows it more frustration and los client loss will be generated. 3. 1.

SYSTEM IMPROVEMENT OBJECTIVES System Objective Save a secretary time weekly in answering requests. Minimize time spent by secretary to process the information and reduce the costs. Allow Client to enter request for the services online. Allow Secretary to add request for services once they are received by call or email. Eliminate duplicate work and recourses wasting while resolving Clients requests. Provide online access for Client to check the status of requested service. Allow technicians to take over a request. Allow technicians to access to generate new requests, to view and update their status and data. Reduce multiple assignments at the same time. 1. Clients will have access right to log and check the history and status of its requests. Only technicians will be able to change and update status of the request. 1. 2. System Constraint Clients will have access right to submit the request. Secretary will have rights to assign Client requests and call or email information when received.

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2.

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5.

5.

2. Nobody knows the status of his request.

1. 2.

Available technician could not accept the assignment. Multiple technicians can be assigned to same request. Request can wait too long for someone to take the request. Client might have the wrong impression that his request is resolving even if event is not yet assigned. Client complains about the time needed to respond and fix the problems. Client informations are not completed and accurate. Technicians have problems resolving requests when configurations informations not up-todate or lost.

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2. 3.

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3. Client papers are uncompleted and disorganized.

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1.

Create viewable history tracking system of all requests for each client. Create clients component repository with possibility to update changes. Bar code will be used to speed up checking things into the inventory.

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2.

The Client configurations and other important information will not be accessible through the internet. Only technicians can update work records and new equipment Secretary will have access

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The configuration loss may generate extra work that is not billable to the customer. Its very frustrating for technicians and customers. Its impossibility to create statistic reports for management and for the improvement.

to update inventory.

4. 5.

PROBLEM STATEMENT MATRIX PROJECT: CREATED BY: DATE CREATED: Coastline CTTS Anna Kelly 08/28/2010 PROJECT MANAGER: Anna Kelly LAST UPDATED BY: Anna Kelly 08/28/2010

DATE LAST UPDATED:

Brief Statements of Problem, Opportunity, or Directive 1. Theres a opportunity to minimize secretary time spent to delegate requests by letting available technician to overtake requests. Theres an opportunity to allow clients to create requests for services over the internet. Theres a problem with tracking status of client service request. Theres a opportunity to provide history tracking for clients and technicians. Theres a problem with clients inaccurate configurations, component informations. Theres a opportunity to minimize time needed to update inventory by using barcode scanner. Theres opportunity to minimize frustration and loss of Clients

Urgency ASAP

Visibility High

Annual Benefits 20hrs/month

Priority or Rank 2

Proposed Solution New Development

2.

6 months

High

Unknown

New Development

3.

ASAP

High

Unknown

4.

6 months

Med

Unknown

New development New Development New development

5.

ASAP

High

Unknown

6.

6 months

Med

Unknown

7.

6months

High

Unknown

New Development