Computer 911Computer 911Computer 911Computer 911Database ProjectDatabase ProjectDatabase ProjectDatabase Project

William J. CodyMSIT-5737/13/2006

IntroductionIntroductionIntroductionIntroduction

Company BackgroundCompany Background On-site tech support company based in San DiegoOn-site tech support company based in San Diego Owners:Owners:

Arthur VandalayArthur Vandalay Dr. Peter VanNostrandDr. Peter VanNostrand

Established company January 2004Established company January 2004 Established web presence December 2005Established web presence December 2005 Established e-commerce initiative May 2006Established e-commerce initiative May 2006 Personnel:Personnel:

6 tech support specialists6 tech support specialists 3 administrative/office employees3 administrative/office employees

On-site tech support hours – 9am-7pm Mon-FriOn-site tech support hours – 9am-7pm Mon-Fri Operates in 20 mile radius from center of cityOperates in 20 mile radius from center of city

AnalysisAnalysisAnalysisAnalysis

Computer 911 does not adequately Computer 911 does not adequately capitalize on its most valuable capitalize on its most valuable resource: resource: informationinformation

Management against hiring more Management against hiring more personnel/purchasing more vanspersonnel/purchasing more vans

Growing customer listGrowing customer list Unable to keep up with demandUnable to keep up with demand

AnalysisAnalysisAnalysisAnalysis

Information available:Information available: Customer nameCustomer name AddressAddress Phone NumberPhone Number Computer typeComputer type

Make/modelMake/model SpecificationsSpecifications

History of problems/previous visitsHistory of problems/previous visits Job site peculiarities Job site peculiarities

Large dog(s)Large dog(s) Location hard to findLocation hard to find Combative/uncooperative customersCombative/uncooperative customers

Project ObjectivesProject ObjectivesProject ObjectivesProject Objectives

Design and deploy a customer Design and deploy a customer database database

Database AccessDatabase Access Tech support personnel - websiteTech support personnel - website Administrative personnel – client/serverAdministrative personnel – client/server CustomersCustomers -website-website

ScopeScopeScopeScope

Project JustificationProject Justification Create a customer database to allow Create a customer database to allow

technicians to reach job sites faster, diagnose technicians to reach job sites faster, diagnose problems, and repair a client’s computer in a problems, and repair a client’s computer in a timely and efficient manner timely and efficient manner

Database Characteristics/RequirementsDatabase Characteristics/Requirements Interaction with the Interaction with the Computer 911Computer 911 website website

Customers can add/delete/update personal infoCustomers can add/delete/update personal info Techs can access admin panel remotely through Techs can access admin panel remotely through

Internet-enabled tablet PC’s installed in van fleetInternet-enabled tablet PC’s installed in van fleet Interaction with office computers Interaction with office computers

Clerical staff takes customer information over the Clerical staff takes customer information over the phone and inputs it into the databasephone and inputs it into the database

Database interacts with mail merge functions to Database interacts with mail merge functions to automate billing processes (invoices, mailing labels)automate billing processes (invoices, mailing labels)

ScopeScopeScopeScope Project DeliverablesProject Deliverables

Project management related deliverablesProject management related deliverables: project : project analysis, scope statement, team roles/task assignments analysis, scope statement, team roles/task assignments (WBS), process and predecessors, costs, benefits, status (WBS), process and predecessors, costs, benefits, status reports, project presentation, final project report reports, project presentation, final project report

Database related deliverablesDatabase related deliverables: database, data flow : database, data flow diagram, database documentation, administrator diagram, database documentation, administrator training, required usernames and passwords for access training, required usernames and passwords for access to the database on the server, and administrator access to the database on the server, and administrator access of the database through the website for technicians in of the database through the website for technicians in the field to access and update information the field to access and update information

Hardware related deliverablesHardware related deliverables: tablet PC’s installed in : tablet PC’s installed in three vans, Internet enabled through the use of mobile three vans, Internet enabled through the use of mobile broadband PCMCIA cards. Issue Personal Digital broadband PCMCIA cards. Issue Personal Digital Assistants (PDA’s) to tech support personnel Assistants (PDA’s) to tech support personnel

Information FlowsInformation FlowsInformation FlowsInformation Flows

ROI AnalysisROI AnalysisROI AnalysisROI Analysis

Operating Hours: 9am-7pm (10 hours)Operating Hours: 9am-7pm (10 hours) Technician completes 4 service calls /day Technician completes 4 service calls /day

on averageon average 3 techs working at any given time3 techs working at any given time $40.00 / hour billing rate$40.00 / hour billing rate Customers billed for 2Customers billed for 2ndnd hour after 65 hour after 65

minutesminutes Average job takes 2 hours to completeAverage job takes 2 hours to complete 30 minutes average transit time to/from 30 minutes average transit time to/from

officeoffice

ROI AnalysisROI AnalysisROI AnalysisROI Analysis

Expected BenefitsExpected Benefits Increased productivity = increased $$Increased productivity = increased $$ Office transit time minimized/eliminated Office transit time minimized/eliminated Problems diagnosed more rapidlyProblems diagnosed more rapidly Estimate average service call time Estimate average service call time

reduced from 2 hours to 70 minutesreduced from 2 hours to 70 minutes Total of 3 hours 20 minutes additional Total of 3 hours 20 minutes additional

time available to take more callstime available to take more calls

ROI AnalysisROI AnalysisExpected Project Cost ($15,600)

Design $2,000

Development $4,000

Deployment $7,000

Reserves (20%) $2,600

Service calls / week

Weekly revenue # of weeks in operation per year

Annual Revenue from Tech Support

70 (70 x 2 hours x $40) $5,600

50 ($5,600 x 50) $280,000

Additional Service Calls

Additional Income Generated

Annual Revenue (x 3 techs)

% Increase( div. $280,000)

1 $40 $6,000 2.1%

2 $80 $12,000 4.3%

3 $120 $18,000 6.4%

Estimated ROI for project:

$12,000 - $15,600 ≈ 23.08% $15,600

Measures of SuccessMeasures of Success

The team will need to accomplish all tasks in the The team will need to accomplish all tasks in the allotted time, taking into account data quality allotted time, taking into account data quality (accuracy), security, documentation, and ease of (accuracy), security, documentation, and ease of use by both the clerical and tech support use by both the clerical and tech support employees, and the customers who visit the employees, and the customers who visit the websitewebsite

Technicians must be able to handle at least one Technicians must be able to handle at least one extra client per dayextra client per day

Administrative workload associated with Administrative workload associated with responding to a tech support call should be responding to a tech support call should be reduced by a total of two hoursreduced by a total of two hours

Troubleshooting time should be decreased by at Troubleshooting time should be decreased by at least 20 minutes per client least 20 minutes per client

Project DesignProject DesignProject DesignProject Design

Requirements AnalysisRequirements Analysis End Product: A robust, accurate, and accessible End Product: A robust, accurate, and accessible

customer database. customer database. Project management related deliverables: project Project management related deliverables: project

analysis, scope statement, team roles/task assignments analysis, scope statement, team roles/task assignments (WBS), process and predecessors, costs, benefits, status (WBS), process and predecessors, costs, benefits, status reports, project presentation, final project report. reports, project presentation, final project report.

Database related deliverables: Website, data flow Database related deliverables: Website, data flow diagram, database documentation, administrator diagram, database documentation, administrator training, required usernames and passwords for access training, required usernames and passwords for access to the database on the server, and administrator access to the database on the server, and administrator access of the database through the website for technicians in of the database through the website for technicians in the field to access and update information the field to access and update information

Project DesignProject Design Feasibility StudyFeasibility Study

Technical FeasibilityTechnical Feasibility: None of the database : None of the database characteristics or requirements beyond the capabilities characteristics or requirements beyond the capabilities of existing programming techniques. MySQL, PHP, and of existing programming techniques. MySQL, PHP, and Active Server Pages (ASP or ASP.net) to be used. Active Server Pages (ASP or ASP.net) to be used. Economic FeasibilityEconomic Feasibility: Time, resources, and funds are : Time, resources, and funds are available in order to implement the project successfully. available in order to implement the project successfully. The financial benefits, and the intangible business The financial benefits, and the intangible business benefits related to enhancing the Web presence, far benefits related to enhancing the Web presence, far outweigh the costs outweigh the costs

Economic FeasibilityEconomic Feasibility: Time, resources, and funds are : Time, resources, and funds are available in order to implement the project successfully available in order to implement the project successfully

Operational FeasibilityOperational Feasibility: Currently, they are unable to : Currently, they are unable to service as many customers as they would like. Their service as many customers as they would like. Their employees will not be required to acquire any new employees will not be required to acquire any new special skills or knowledge to operate/maintain the special skills or knowledge to operate/maintain the Website beyond initial administrative training Website beyond initial administrative training

Risk ManagementRisk ManagementRisk ManagementRisk Management

Project cost low ($15,600)Project cost low ($15,600) Intangible benefits by utilizing Intangible benefits by utilizing

informationinformation Normal operations not hindered by Normal operations not hindered by

database projectdatabase project

Risk ManagementRisk Management

Expected Values are for 1Expected Values are for 1stst year only year only Information is always freeInformation is always free EV for not implementing database EV for not implementing database

assume project funds of $15,600 assume project funds of $15,600 would be invested at 5% annual would be invested at 5% annual returnreturn

Risk ManagementRisk ManagementRisk Analysis Chart

Develop Database

Yes

No

Success(.70)

Success(.80)

Failure(.30)

Failure(.20)

$18,000 – 15,600 = $2,400

$16,380 – 0 = $16,380

$0 – 15,600 = -$15,600

$16,380 – 15,600 = $780

Expected Value

$2,400 x .70 = $1,680

-$15,600 x .30 = -$4,680

$16,380 x .80 = $13,104

$780 x .20 = $156

Communications Communications Management StrategyManagement Strategy

Communication flowCommunication flow Customer: the Project manager or assistant Customer: the Project manager or assistant

project manager will provide status updates to project manager will provide status updates to the customer every other day by e-mail the customer every other day by e-mail

Project team: will meet before commencement Project team: will meet before commencement of each phase to reemphasize goals and of each phase to reemphasize goals and criteria. During each phase, daily meetings will criteria. During each phase, daily meetings will take place prior to commencement of work to take place prior to commencement of work to discuss daily goals and objectives discuss daily goals and objectives

Development &Development &ImplementationImplementation

Project DevelopmentProject Development The project team consists of two members. The project team consists of two members. Project duration is expected to last 16 days Project duration is expected to last 16 days The team will work Monday - Friday unless The team will work Monday - Friday unless

required to meet the project deadline. required to meet the project deadline. The project will be implemented in three The project will be implemented in three

phases: Design, Development, and phases: Design, Development, and Deployment Deployment

Development &Development &ImplementationImplementation

Main Team Tasks/Roles/TimelineMain Team Tasks/Roles/Timeline Project Manager - direct the project Project Manager - direct the project

through its lifecycle; ensuring tasks are through its lifecycle; ensuring tasks are completed on time, within budget, and completed on time, within budget, and at the appropriate level of quality at the appropriate level of quality

Assistant PM – provide assistance to PM; Assistant PM – provide assistance to PM; maintain comms with Mr. Vandalay and maintain comms with Mr. Vandalay and Mr. VanNostrandMr. VanNostrand

Development &Development &ImplementationImplementation

Design and Implementation Design and Implementation (D&I) Team(D&I) Team PM and Assistant PMPM and Assistant PM Create databaseCreate database Plan & coordinate each project phasePlan & coordinate each project phase

Development &Development &ImplementationImplementation

Design phaseDesign phase Brainstorming, provide input to refine Brainstorming, provide input to refine

business requirementsbusiness requirements Create Database overview sheetCreate Database overview sheet

List data fieldsList data fields InteractionsInteractions Database response to user inputDatabase response to user input

Development &Development &ImplementationImplementation

Development PhaseDevelopment Phase Write code; produce functional databaseWrite code; produce functional database TestingTesting Add aesthetics/improve user interfaceAdd aesthetics/improve user interface

Deployment PhaseDeployment Phase Integrate database with websiteIntegrate database with website Acceptance testing (feedback)Acceptance testing (feedback) Final tweakingFinal tweaking

Project TimelineProject TimelineCompanyCompany Computer 911Computer 911

Current DateCurrent Date 7/13/20067/13/2006

TitleTitle Customer DatabaseCustomer Database

Project StartProject Start 8/1/2006 8:00:00 AM8/1/2006 8:00:00 AM

Project FinishProject Finish 8/16/2006 1:30:00 PM8/16/2006 1:30:00 PM

ConclusionConclusion

Low-cost projectLow-cost project No impact on current operationsNo impact on current operations Excellent ROI after year 1Excellent ROI after year 1 Increased efficiency/productivityIncreased efficiency/productivity Integration with billing activitiesIntegration with billing activities Increased customer baseIncreased customer base