Ateneo de Naga University

Master in Information Technology

MITS07 Business Process Re-engineering Omnibus Information Services

Submitted by:

Raro, Edralin R.

Submitted to:

Prof. Aileen L. Rillon

1. BUSINESS CASE

Name of Business: OmnibusInformation Services

The Problem Setting

Omnibus is a Market Research company support. It does data collection and market

analysis. How it works? A large company, like a big car company, will be considering a new

product. Whatever they are considering will cost them money so they should ask the people

first- it’s either from a niche, a target market, or a general market. They will contact a market

research company to do market research in qualitative or quantitave type, and do a market

analysis. The survey instrument for data collection is going to be discussed on what type of

instrument and how it is conducted. The data collection is conducted through different types-

phone survey, web survey, IVR (interactive voice response) survey, or mobile survey. For all we

know, phone survey is when someone calls a respondent and asks something. Web surveys are

web pages we find in the internet where respondents can type and enter their answers on

questions using the computer. The interactive voice response survey is when a respondent dials

a toll-free number, follows the voice prompt, and press the telephone keys to answer

questions. Mobile surveys are done via mobile phones where respondents send text messages

as a response to the questions asked. The account manager who will then agree with the client

(the big car company in the example) on the cost of the market research, the type of

respondents, survey instrument, quota, type of questions, etc. Once this agreement or contract

is in place, the first thing that happens is that the survey is programmed. The developers write

the programming tool and the programmers write the survey in the programming tool. A

project manager is responsible for managing this project from creation of the survey, testing,

launching, and completion of the data collection ready for analysis. There are several people

and tools involved in the process from survey creation to survey completion and analysis.

The Firm

All requests are handled by the IT Helpdesk either via phone or email. It has an 801-number

where people can call for important or urgent requests. The call will be queued and picked up

by any available helpdesk personnel. People also can send an email to the helpdesk email

address and that request will be queued in the ticketing system where any available helpdesk

personnel can pick it up and respond to their request. All helpdesk personnel also use a chat

application where they can chat with the customer or to any person to whom the issue is being

escalated, like the owner or developer of the application or software. Since the core

Information Service team are based in Cebu, other local requests that require physical checks or

need an IT to personally attend to the request are handled by the Systems Integration Group of

each of the offices and they will just escalate or call IT Helpdesk if they need further assistance.

In Cebu particularly, all requests will go through the IT Helpdesk first before it goes to the

Systems Integration Group in Cebu office.

There are different types of requests that customers make.

1. Technical support. Some people, a programmer for example, would call or email that they

could not compile and run their programmed survey. Phone queue and ticketing system are

used to handle these requests.

2. Monitoring. Server administrators would email or call to ask to monitor their servers. The

team has an alert notification system that sends a notification through email to monitor these

servers. The team also has two projectors that would flash different levels of alerts from

informational, warning, to critical alerts.

3. Requests to use software tools, access to servers, and use of equipment. These are requests

made when a new employee needs to have a desktop, laptop, cell phone, headset, company

account, email account, access to tools, etc. The same request also happens when an employee

resigns or gets terminated. IT Helpdesk deactivates the user accounts and remove the user of

any access rights. As part of the Human Resources Department procedure, the departing

employee should accomplish a clearance form and return any equipment they have that is

owned by the company. Currently, all requests of this type are done through the ticketing

system. Sometimes, the requestor will just call or chat regarding this type of request. The

helpdesk personnel manually record all those items per user in a sheet of paper that is

submitted to the IT Helpdesk supervisor for records.

2. PROCESS STRUCTURE

2.1 Current Process

Name Omnibus Information Services

Purpose To accommodate a different kinds of request/help needed by a

client

Entry & Exit Conditions Entry is a phone call or email sent by a client

Exit is when the client received a returned call or email from the

IT Helpdesk

Input & Output required Inputs can be a phone call or email by a client

Output will be a returned call or a reply from a email notifying

that the request is already done or finished

Methods & Tools Desktop computer

Wired/Wireless Internet Devices

Server/Ticketing System

Landline Telephone

Cell phone device

Headset

Training

IT Helpdesk Supervisor trained to supervised the Helpdesk

support staff by defining and establishing schedules, setting

priorities, providing support/direction and dealing with

administrative issues as needed.

IT Helpdesk Memberstrained promote excellent customer

service, effective response times and provide expert insights

into general support issues.

Server Administratortrained in designing, organizing, modifying,

and supporting a company's computer systems.

Technical Support trained in installing and configuring computer

systems, diagnosing hardware/software faults and solving

technical problems, either over the phone or face to face

References Operation Manual

BPMN

Tech

nic

al S

up

po

rt P

roce

ss

Clie

nt

IT H

elp

de

sk

Send Support Request

Received Support Request

Assign ticket to employee

Design Solution

Implement Solution

Send Reply to customer

X Update ticket w/ reply

Submit Ticket Rating

Y N

N

Y

Escalate Incident

Y

N

Issued resolved?

Solution Available

Negative rating?

Serv

er M

onit

orin

g Pr

oces

s

Clie

nt

IT H

elp

des

k

Send Server Monitoring

request

Received request

Assign ticket to employee

Send Reply to customer

X Update ticket w/ reply

Submit Ticket Rating

Y N

Monitoring on Process

Y N

Client account details

X

Y

N

Issued resolved?

Negative rating?

Found?

Acc

ount

Req

uest

Pro

cess

New

Em

ploy

eeIT

He

lpd

esk

Send request for new account

Received account request

Account details

Update Account details

Record account details

Send account details to new

employee

Received Account details

N

Y

New Employee?

2.2 Current Process Analysis

Strengths

The Information Services already have a system in place. The company is open to new technologies and does not hesitate to invest on new technology.

Information Services follows a set of guiding principles which by far making it a strong company.

Information is its strength since their client relies on this team for all sorts of solutions to issues, inquiries, and other related information.

Weaknesses

Increase of the company’s resources would mean increase in workload for the Information Services which needs review or change in the current system.

As the companybecomes larger, Information Services is slowly catering to a much larger group of customers which would require more personnel and additional training.

Inventory of IT resources does not have a clear monitoring and tracking. Opportunities

Weaknesses can become opportunities. Since the Information Services is slowly catering services to a larger group of customers, it opens an opportunity to people in or outside the department to become part of the team.

It’s an opportunity for the Information Services personnel to learn new technologies and specialize on different aspects of information technology.

Technology is always changing which provides good opportunity for the company as whole to become competitive in the global market and an opportunity for the Information Services personnel as an individual to succeed in the field of IT.

Threats

Competition may arise from different offices in different locations. Higher management strategic decisions depend on the economy and availability of human resources. In Asia for example, higher management may decide to cut number of people in the Philippines and hire more in China.

Since the company is an IT business which is competitive in the global market, so changes in company culture and management style may occur.

2.3 To-be Process Design

The objective of To-be Process design is to address the need to reduce redundancy of the process that is currently in place. This re-engineering process is intended to help improve the current system in handling IT-related requests from different departments regarding new employees, and departing or terminated employees. It also helps to establish better customer service for the Information Services as well as better handling of its software and hardware inventory in the long run.

Name Omnibus Information Services

Purpose To accommodate all kinds of request fast, accurate and well

documented information

Entry & Exit Conditions Entry is a phone call or email sent by a client

Exit is when the client received a returned call or email from the

IT Helpdesk

Input & Output required Inputs is when a phone call or email sent by a client

Output will be a system generated report regarding the request

via email.

Methods & Tools Central Processing Unit

Wired/Wireless Internet Devices

Wireless Phone

IP Phone Polycom

Projectors

Headset

Training

Linux Administrator will be trained to LANs, WANs, network

segments,Internet, and intranet systems. Maintain system

efficiently and design, deploy networks

IT Helpdesk Shift Coordinator will be trained to handle helpdesk

workload and assist office staff

IT Helpdesk Members will be trained to work with customers to

identify problems and advising on the solution, logging and

keeping of customers queries, analyze call logs, update self-help

documents to customers

IT Support will be trainedin installing and configuring computer

systems, diagnosing hardware/software faults and solving

technical problems, either over the phone or face to face

IT Helpdesk Supervisor will be trained to supervised the

Helpdesk support staff by defining and establishing schedules,

setting priorities, providing support/direction and dealing with

administrative issues as needed.

References Operation Manual

BPMN O

mn

ibus

Info

rmat

ion

Ser

vice

s

Clie

ntIT

He

lpd

esk

Empl

oyee

Send Support Request

Received Request

Assign ticket to employee

Design Solution

Implement Solution Send Reply

XUpdate ticket

with replySubmit Ticket

Rating

Y N

X

N

Y

Escalate Incident

Y

N

Determine Request

TechnicalY

Request New Account

Monitoring

NewEmployee

Update Account

Record Account Details

Send Account Details to new

employee

Y

N

Y

Received Request

Received Account Details

Issued resolved?

Solution Available

Negative rating?

Business Rules

(a) The Service shall be for two (2) years (the "Initial Term") commencing on the Effective Date. At the conclusion of the Initial Term, unless either party hereto gives notice of termination. (b) The Service shall automatically renew for a term of one (1) year (the "Renewal Term"). At the conclusion of the Renewal Term, unless either party hereto gives notice of termination as

provided in Section 2(c) below, the Service shall automatically renew for a term of two (2) years (the "Extended Term"). (c) Either party to this Service may terminate the Service Agreement without cause by providing written notice of termination not less than ninety (90) days prior to the expiration of the Initial Term, the Renewal Term or the Extended Term. (d) During the Term of the Service, or unless other-wise agreed to during the term of this shall be the exclusive provider of Call Center services. (e)Call center service shall operate a twenty-four (24) hour a day three hundred sixty-five (365) a day year to service the needs of the clients (f) Establish and maintain high quality services for clients. (g)The client will notify monthly billing statement agreed upon for the services rendered. (h) Call center services shall provide such reports and data reasonably requested by the client. Such reports and data shall include, but not be limited to: Call Center usage; user wait time; response time. (i) Fire, flood, epidemic or other act of God. Performance of the contractual obligation which has been delayed by the force majeure shall be deemed suspended only for a period equal to the delay caused by such event.

3. IMPLEMENTATION PLAN

3.1 Technology Structure

Central Processing Unit/Server - is a single computer in a network reserved for serving

the needs of the network.

Wired/Wireless Internet Devices- connectivity to the Internet via radio waves. This will

connect different machines in the system.

Wireless Phone – used for mobile surveys that are done via mobile phones where

respondents send text messages

IP Phone Polycom- phone that sends traffic over a TCP/IP network and used for VoIP

applications.

Headset-headphone with a microphone made with either a single-earpiece (mono) or a

double-earpiece (mono to both ears or stereo). It provide the equivalent functionality

of a telephone handset but with hands-free operation.[

3.2 Organizational Structure

Linux Administrator

Support LANs, WANs, network segments, Internet, and intranet

systems.

Maintain system efficiency.

Ensure design of system allows all components to work properly

together.

Make recommendations for future upgrades.

Maintain network and system security.

Analyze and isolate issues.

Monitor networks to ensure security and availability to specific

users.

Maintain integrity of the network, server deployment, and

security.

IT Helpdesk Shift Coordinator

handle helpdesk workload and assist office staff

Supporting the rest of the business with their ongoing IT

requirements

Train helpdesk staff on operational procedures and

troubleshooting techniques. Providetraining on new hardware

and/or software applications as requested.

IT Helpdesk Members

Identify customer problems and advising on the solution

logging and keeping of customers queries

Analyzing call logs to spot common trends and underlying

problems

Updating self-help documents to customers teach them so they

can try to fix problems themselves

IT Support

Installing and configuring computer systems, diagnosing

hardware/software faults and solving technical problems, either

over the phone or face to face

Virus/Spyware Removal/Detection

Testing and fixing faulty equipment

IT Helpdesk Supervisor

Supervised the Helpdesk support staff by defining and

establishing schedules, setting priorities, providing

support/direction and dealing with administrative issues as

needed.

Gather and analyze metrics to benchmark the helpdesk

workload/performance and identifytrends in call center issues.

3.3Reward Structure

Reward System

Anyone who works in any industry likes to feel appreciated and valued in their job. If

employees go to work each day feeling as though their employer really values their

contribution, they will be motivated to work hard and will never look elsewhere.

Implementing an employee incentive program helps to keep everyone engaged in their

work and motivated to do well.

Mid year Bonus: The company grants bonus equivalent to a half month pay. Allprobationary and regular employees are eligible to this bonus. Vacation:

Thirteen (13) vacation days, with additional 1 vacation day every year starting on 2nd year of service and convertible to cash at the end of each year. Maximum total vacation leave is 18 days. Healthcare: The plan provides a comprehensive health care coverage for employees and eligible dependents through Medicard accredited hospitals and doctors nationwide.

Leaves Sick Leave: Twelve (12) days per year for the first two years of service. With additional 1 sick leaveevery year starting on 2nd year of service. Maximum total sick leave is 15 days. All unused leave days are convertible to cash in December of each year.

Attendance Bonus: A bonus equivalent to one day pay given toall Regular and Probationary Employees. Associates must have perfect attendance in one (1) month with no tardiness, under time or unexcused absence.

3.4 Measurement system

Feedback Process

Soliciting a valuable input from clients at the end of their calls through IVR or email surveys, as an extension to conversations with IT helpdesk. Through the use of context-based surveys, this can engage customers and deliver response rates far greater than those obtained through traditional, one-size-fits-all questionnaires. As a result, it can move beyond mere sampling to capture meaningful data, even with large numbers of clients.

Quality Monitoring –the ability to link the recorded clients conversations with the associated surveys. This provides the opportunity to review survey responses and put them into context of the conversation.

Quality Evaluation Forms –the ability to compare internal quality evaluation scores with clients scores on helpdesk members. This is the highest level of calibration.

3.5 Value Structure

One of the major changes in corporate business has been the strategy of outsourcing services. When it comes to operating large scale businesses, call center outsourcing services are essential in the way it satisfies and retains customers. Due to high demand, the growth of call centers in the Philippines has significantly increased. At present, a massive number of call centers have already been opened and more continue to sprout.

Because of Filipinos’ natural proficiency in English, a lot of major businesses are choosing to outsource help desk services and even other back office services to the Philippines. As of recent, the Philippines is the top Business Process Outsourcing hotspot in Asia.

The Economist Corporate Network carried out a survey on the Future of Outsourcing in Asia. Respondents were surveyed in May 2012, gathering insights from Asia’s senior business executives and decision makers.

The survey showed that the Philippines is becoming an important global outsourcing destination, putting India and China in the second and third place, respectively. It also showed the growing trend for software development and how India is becoming the largest provider of software development outsourcing, followed by China.