Executive Summary

n milestone 1 we came to the conclusion that Coastline Systems Consulting need

new Client technology tracking system. n order to more fully understand the Client
technology tracking system Anna Kelly called Kathy Grey, Doug Drake and Ben Logan
in a meeting. n a meeting they discussed the problems facing with the current client
tracking system like unable clients to submit service requests, losing of clients because
of more time taken in fixing problems, unable to track components, configuration
information, usernames, passwords, etc. To solve these problems we will prepare a
copy of problems, opportunities, objectives, and constraints matrix, a tentative list of
system requirements and a context diagram.















TABLE OF CONTENTS


ANALYSIS OF THE CURRENT TECHNOLOGY TRACKING SYSTEM ...................................1
EXECUTIVE SUMMARY................................................................................................................2
TABLE OF CONTENTS..................................................................................................................3
BACKGROUND INFORMATION...................................................................................................4
OVERVIEW......................................................................................................................................4
ANALYSIS OF THE CLIENT TECHNOLOGY TRACKING SYSTEM............................................5
1. PerIormance Analysis.................................................................................................................5
PerIormance
Analysis........................................................................................................................6
PerIormance
Analysis..........................................................................................................................7
2. Economic Analysis...............................................................................................................................7

Economic
Analysis................................................................................................................................8
3. Control and Security
Analysis..............................................................................................................8
Control and Security Analysis..............................................................................................................9
4. EIIiciency Analysis...............................................................................................................................10

EIIiciency
Analysis..............................................................................................................................11
RECOMMENDATIONS......................................................................................................................
..12
System Improvement objectives:
..................................................................................................12
System constraints:
..........................................................................................................................12
CONCLUSIONS..................................................................................................................................
.....13
APPENDIX.........................................................................................................................................
......14
1. PROBLEMS, OPPORTUNTES, OBJECTVES AND CONSTRANTS MATRX................14
2. CONTEXT
DAGRAM ............................................................................................................ 15
3. TENTATVE LST OF
REQUREMENTS..............................................................................16
REFERENCES....................................................................................................................................
......17









































Background Information

n milestone 1 Peter Charles discussed with Anna Kelly regarding developing 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 and also allow clients to enter their service requests directly. After having
discussion with Peter Charles, Anna Kelly conducted a meeting with other employees in
order to fully understand the CTTS' problems, opportunities, objectives and constraints.


Overview

n this section of the report, we present our understanding of the current system
operations. We will discuss the analysis of the current system by providing problems,
opportunities, objectives, and constraints matrix in the form of table in which we
discuss the cause and effect analysis and System improvement objectives (included in
Appendix). Also, Context diagram which is a pictorial model that shows how the system
interacts with the world around it and specifies in general terms the system inputs and
outputs included in Appendix. At last, tentative list of system requirements which is also
included in (Appendix).




ANALYSIS OF THE CLIENT TECHNOLOGY TRACKING SYSTEM

n this section we analyze the current system, describing and analyzing problems,
opportunities, and constraints.
Problems, opportunities, and constraints are presented within a framework called
PECES (developed by James Wetherbe and refined by Whitten/Bentley Chapter
3, pages 79-81). The letters in the acronym classify the problems, opportunities, and
constraints:

P erformance
I nformation and data
E conomy (costs)
C ontrol and security
E fficiency
S ervice and overall usefulness




Performance AnaIysis

Performance analysis generally applied to the systems transactions (or inputs). This
section analyzes the transactions for performance problems and opportunities


Transaction: "Fixing problems while in clients' premises.

Throughput: The time is not known but it takes long time to fix the problem.

Response Time: The time is not known but according to complains which received
by clients' shows that it takes a long time to fix the problem.

Problem: The response time is bad.
Cause: Technicians take a long time to fix the problem because they
really do not know about the updated information or wrong information in file.
Effect: Wasting time to fix problem at least an hour
according to information given in Milestone 1 which a technician can use in fixing
another problem. So, it is wastage of time for both technicians and clients.

Opportunity: Keeping a three-ring binder on each client and place in it papers with all configuration
information.

Benefit: Updated database system could solve the disorganization,
less wastage of time on clients' place in fixing the problem.

Constraint: ncompleteness. After fixing the problem a technician do not have time to update
the paperwork as he has to do another job and it is difficult to update three-ring binder as word
processing documents cannot be updated in field work.

Possible
mprovements: Building a company-wide searchable database system.



Economic AnaIysis

Economic analysis examines the system for cost problems or cost reduction
opportunities.
Problem: Non-billable extra trips to client's place.
Cause: As current system is unable to track installed components
which leads to the non-billable extra trips to the clients' place of business.
Opportunity: Keeping a three-ring binder on each client and place in it
papers with all configuration information.
Effect: Wastage of money and time. Extra trip to clients' place lead
to losing $75 per hour plus extra gas.
Benefit: Updated database system could solve the disorganization,
less wastage of time on clients' place in fixing the problem.

Constraint: ncompleteness. After fixing the problem a technician do
not have time to update the paperwork as he has to do another job and it is also difficult to
update three-ring binder as word processing documents cannot be updated in field work.
Possible mprovements: Building a company-
wide searchable database system and bar-code scanning for component tracking.




ControI and Security AnaIysis

Controls analysis examines how the system ensures that it is properly operating.
Security analysis is concerned with both facility and data security. The system was
examined both for excessive controls and lack of controls.

Problem: Unable to enter service requests online by the clients.

Cause: No internet application is available where clients can
enter their own service requests.

Effect: Leads to wastage of great amount of time of
receptionist, dissatisfied clients and if client calls back,
request gets duplicated.

Opportunity: Creating internet application for clients so that they
can enter their own service requests online.

Benefit: Clients convenience, saving great amount of
time of receptionist, eliminating problem of duplication of service
requests.

Constraint: Cannot have configuration and component information on
the internet because of security reasons.

Possible mprovements: Can update the data back and forth between the copies and
the master and switch to the tablet PCs to make data entry even easier.

Efficiency AnaIysis

Efficiency analysis examines the system for problems and opportunities related to how
resources (e.g. people, facilities, money, etc.) are being used. Efficiency problems and
opportunities usually target resources that could be better used.

Problem: Wastage of human resources - Technicians' extra trip to
clients' place.

Cause: Unable to track installed components which leads to the
extra trips to the clients' place of business.
Effect: Extra trips to clients' place of business lead to the
wastage of company's resources.

Opportunity: Keeping a three-ring binder on each client and place in it
papers with all configuration information.

Benefit: Updated database system could solve the disorganization,
less wastage of time on clients' place in fixing the problem.

Constraint: ncompleteness. After fixing the problem a technician do not have
time to update the paperwork as he has to do another job and difficult to keep update three-ring
binder as word processing documents cannot be updated in field work.

Possible mprovements: Building a company-wide searchable database system and
bar-code scanning for component tracking.















Recommendations

n this section of the report we make recommendations regarding System mprovement
Objectives and System Constraints.

System Improvement objectives:

System should create nternet application for clients so that they can enter their own service
request online. t leads to the convenience for clients.
System should build a company-wide searchable database system.
System should be easy to update even in the clients' place or on field work like by
having bar code scanning of components while installing.
Technicians and clients can able to see the history of service request online.


System constraints:

f internet application is running online for clients to enter their service request, configuration
and components' information should not be accessible because of security reasons. t must
have adequate security.
f technicians cannot access internet from clients' place, they need to update data back and
forth between the copies and the master.
f use the barcode scanning for components' tracking, there is a need to change inventory
check-in process.
f use the barcode scanning, we have to make sure that every component or equipment
should have barcode on it.

ConcIusion

Based on the problems facing by Coastline Systems our goal is to build a company-wide
searchable database system. t would allow the technicians to update their work like updating
installing component or equipment in particular clients' office, resetting the router's password,
etc. t will also allow the clients to enter their own service requests online and they can track
their service request. t would also allow the technicians to see the history of service request or
problem online. Technicians will also use the bar code scanner to scan the component at the
time of installation which will automatically update in the database system once it scanned. n
the conversation between Peter and Anna, Peter showed concern regarding the security of data
online. For this, we will take adequate security measure so that nobody can access or alter the
data except our own technicians.













Appendix I-Attachments

The following attachments are included in this report:
1. Problems, Opportunities, Objectives and Constraints Matrix form
2. Context Diagram
3. Tentative List of Requirement
1. PROBLEMS, OPPORTUNITIES, OBJECTIVES AND CONSTRAINTS MATRIX
Project: Project Manager:
Created by: Last Updated by:
Date Created: Date Last Updated:

CAUSE AND EFFECT
ANALYSIS
SYSTEM
IMPROVEMENT
OBJECTIVES

ProbIem or Opportunity Causes and
Effects
System Objective System
Constraint
1. Current system is
unable to track installed
components.
2. Unable to track
configuration information.
3. Proposed system could
allow clients to enter
their own service request
online which can save
receptionist time.
4. The proposed system
could provide the history
of customer that would
allow for better service.

1. Leads
to wastage
of time and
effort, unbilled
hours and
dissatisfied
clients.
2. Three-
ring binder
is difficult
to keep
organized and
complete.
3. t is also
difficult
to update
as word
processing
documents
in the field.
4. Leads
to wastage
of time of
receptionist
and
dissatisfied
clients.
5. Leads
to wasted
effort of
receptionist.
1. System should create
Internet application Ior
clients so that they can
enter their own service
request online. It leads to the
convenience Ior clients.
2. System should build a
company-wide searchable
database system.
3. System should be easy to
update even in the clients'
place or on Iield work like
by having barcode scanning
oI components while
installing.
4. Technicians and clients
can able to see the history oI
service request online.
1. II internet
application
is running
online Ior
clients to enter
their service
request,
conIiguration
and
components'
inIormation
should not
be accessible
because oI
security
reasons. It
must have
adequate
security.
2. II
technicians
cannot access
internet Irom
clients' place,
they need to
update data
back and Iorth
between the
copies and the
master.
3. II use
the barcode
scanning Ior
components'
6. Leads to
duplication
of requests
when clients
call back
again.
7.
Receptionist
takes calls
and route to
technicians
with phone
transfer or e-
mail.
8. t would
allow
technicians
to know
what other
technicians
had done.
9. t would
lead to
the better
customer
satisfaction.
tracking,
there is need
to change
inventory
check-in
process.
4. II use
the barcode
scanning, we
have to make
sure that every
component
or equipment
should have
barcode on it.


2. CONTEXT DIAGRAM
Context diagram is a pictorial model that shows how the system interacts with the world around
it and speciIies in general terms the system inputs and outputs.
































3. TENTATIVE LIST OF REQUIREMENTS
t identifies the functional and nonfunctional requirements.
Functional requirement is a description of activities and services a system must provide.
Nonfunctional requirement is a description of other features, characteristics, and constraints that
define a satisfactory system.


FUNCTIONAL REQUIREMENT NONFUNCTIONAL REQUIREMENT
1. System should allow technicians to
view and edit hardware component and
software configuration information in the
field.
1. System must make it easy for technicians
to update the component and configuration
information.
2. Technicians, Clients and management
should be able to view unresolved service
requests and history of work performed on
them.
2. f system is not online, there is need to
replicate data between master database
and copies.
3. Technicians should able to enter work
performed, new equipment and mark
service requested as resolved to the
system.
3. The service request part of the system
should be online and should have adequate
security.
4. System should be able to mark service
requested as resolved if nothing is heard
from the client side after a set amount of
time.
4. The component and configuration parts
of the system should not be online.








REFERENCES

Bentley, W. (2007). Ctts case study- milestone2:problem analysis. Retrieved from http://
highered.mcgraw-hill.com/sites/0073052337/student_view0/case_studies.html

Nicolian, N. (2008). problems, opportunities, objectives and constraints
matrix. Retrieved from https://docs.google.com/viewer?
a=v&q=cache:RzGmoI_B_GAJ:nnicolian.com/
MIS%2520330%2520-%2520Spring%252008-09/
Milestone%25202.pdf+ctts+milestone+2+report+solution&hl=en&gl=us&pid=bl&srci
d=ADGEESgon3CgrDyBIo4PxFOMosu79zikBTdAgkou8Se8pnvk3qcTL2wcMiALcs
CjYjI1eLJh8FKwpTDeBpYY_dReWCAacLaCz7LfnMfo1diBqoqUFBq1IL2kV6YoMT-
o2huPkTqow3Za&sig=AHIEtbRtBwUIImIAxC2SXfPBMjgwe0M0cA