QuickBiz

Team Assignment

Strategic IT Project Management Analysis

ISM4011 spring 2012

Jennifer Write, Rita Sylvia, Carlos Bertizlian

May 8, 2012

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Table of Content Page

Introduction, Mission, Vision…………………………………………………………………………..3

SWOT Analysis………………………………………………………………………………………...4

Strengths……………………………………………………………………………………….5

Weakness………………………………………………………………………………………6

Opportunities …………………………………………………………………………………..7

Threats …………………………………………………………………………………….……7

Advertisement…………………………………………………………………………………………..8

What the project/company does now………………………………………………………..8

What the project/company plans to do in the future…………………………………….….8

Ideals project/company committed to………………………………………………………..8

Project goals/deliverables……………………………………………………………………..8

Project Manager Roles…………………………………………………………………………………9

Functional Head………………………………………………………………………………10

Transformational Lead……………………………………………………………………….10

Business Strategist…………………………………………………………………………...11

Smarter Project………………………………………………………………………………….……..12

Specific…………………………………………………………………….…………………..12

Measureable……………………………………………………………………………..……12

Achievable……………………………………………………………………………………..12

Realistic……………………………………………………..…………………………………12

Time Specific………………………………………………………………………………….13

Ethical………………………………………………………………………………………….13

Recorded………………………………………………………………………………………14

GUANXI………………………………………………………………………………………..15

Kaizen………………………………………………………………………………………….16

Risk Adversity…………………………………………………………………………………16

Work Cited……………………………………………………………..…………………………….…17

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Introduction

Andrew Langston is president and founder of QuickBiz, a bicycle, car and truck deliver

company with 90 employees in Seattle, Washington. QuickBiz is a very professional, well

established, and well respected company used by attorneys, pharmacies, art galleries, and

many other businesses. It all began during college. Andrew competed in the cycling club’s races

at Eastern University. A friend told him that he worked part time for a local bicycle delivery

service, so Andrew decided to sign up too. That is how he learned the ropes of the messenger

delivery business. After graduation, Andrew had moved back to Seattle, his hometown, and

started QuickBiz in the early 1990’s. It is the best way he could think of to combine his love of

cycling with the need to earn a living.

Mission

We have been able to accomplish the impossible by banning together to provide reliable,

professional service without compromise.

Vision

Earning your trust one delivery at a time

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QuickBiz – S.W.O.T

QuickBiz SWOT ANALYSIS

STRENGTHS WEAKNESSES

SIS Database Security

Culture Technology

Unique Balance Time

Kaizen Equipment Breakdown

Technology Working Conditions

OPPORTUNITES THREATS

Technology IT Weather

Changing from Microsoft access to Oracle Local Competition

Expanding to other areas National Companies i.e. UPS, USPS

Expanding to other business, i.e. attorneys High Turnover

Selling company in near future City Traffic

Table 1 - S.W.O.T Analysis

Strengths

From the beginning (see table 1), Andrew Langston as President and founder of QuickBiz

has always shown an interest in research development and implementation of technology for

the organization. His strategic information vision is part of the overall organizational strategic

plan. As QuickBiz encountered its growing pains, Andrew used SIS to achieve his long term

competitive advantage.

The culture that exists within QuickBiz is a willingness to be team players, loyalty for the

company and its founders, and dedication for the company and its success. The messengers of

QuickBiz saw firsthand how much Andrew cared for his employees and families. Actions are

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taken immediately to solve company issues. Employees appreciated Quickbiz’s interest in how

the company communicated with them, designed the work life schedule and a well structured

human resource department.

QuickBiz is unique in the sense that is one of the first companies in downtown Seattle to

offer messengers on bicycles. They emphasize on-time delivery, VIP services, and putting the

customers first. Andrew’s unique approach of “white glove” services to galleries and medical

centers made him one of a kind messenger delivery company.

QuickBiz has another strength known as kaizen. It means continuous improvement.

QuickBiz is always improving to be the best messenger service in Seattle. At first, business was

slow but the timing was right and helped the company to survive. As QuickBiz expanded rapidly

over its first few years as the demand grew for its services. Since the business is growing,

Andrew started to add more staff—messengers and dispatchers, and went from bikes to trucks.

Throughout the expansion of the company, they had to meet several challenges but the

company keeps on improving themselves and the company.

At first, Andrew opened QuickBiz and worked solo, he wrote every log sheet and

customer slip by hand and he had no computer. When business picked up, it has upgraded its

information systems to streamline its processes and handle its increasing customer load.

Technology has helped Andrew manage Quickbiz’s complexity repeatedly through the years.

Weaknesses

QuickBiz always gather and maintains many types of data in its databases. But

sometimes the security and safe backups aren’t always secure while being accessible to

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customers and employees. Since they live in Seattle, natural disasters can happen at any time.

QuickBiz would need a better way to keep their databases safe and secure.

Technology does have its advantages and weaknesses. Systems can affect the quality of

output. Since technology is a critical component of an organization's risk management strategy,

constant monitoring is necessary to ensure its effectiveness.

Equipment breakdown is a big weakness for QuickBiz. When Seattle had a 6.8 –scale

earthquake, Quickbiz’s main office suffered some damage but its main information system is

down for 2 days. Messengers could still make deliveries and save data on their handheld

computers but the main system is down. When equipment breakdowns no companies can

access their data or keep in contact with their employees.

Working conditions can be stressful for Quickbiz messengers. There was a time that a

quickly opened door of a parked car had flattened one of his first messengers and landed him in

the ER. Riding on a bicycle on the street while there is traffic can really cause some damage and

injuries for the messenger.

Opportunities

The internet and the latest technology should be used as a huge advantage for QuickBiz.

Changing from Microsoft Access to Oracle will make QuickBiz more control of their business

and their customers and employees. Expanding to other areas and businesses is a big

opportunity for QuickBiz. QuickBiz needs to offer more options and services to consumers, i.e.

shipping online and faster delivery. QuickBiz should consider contracting with other online

companies that use shipping services to gain brand recognition and trust! Maybe in the near

future, Andrew and the company could sell the business.

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Threats

The major threats to QuickBiz are the other major competitors within their market

segment. For example, BAX Global, FedEx, DHL, and other local couriers are services that also

experienced continued growth in these years. Another threat would be the weather of Seattle.

One minutes it could be sunny the next it would be raining like cats and dogs. This could slow

down deliveries. High turnover is another threat. Not everyone wants to be a delivery person

for their entire life. Traffic is big threats to any company that delivery’s; it slows down delivery

time, can’t make the delivery on time, if it is an important delivery such as legal documents or

certain medical supplies. There will always be threats to any company.

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Fast, reliable, professional & quality oriented Reasonable rates without compromise!

Routes Services:• Bank deposits•Dental/Medical•Entertainment• Hotels•Legal•Mail services•Payroll•Real Estate•Retail

From small packages to large cargoAsk about our VIP services!

WWW.QUICKBIZ.COM123 MAIN STREET AVE

SEATTLE, WA 98115

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QuickBiz is implementing systematic processes to benefit of the organization.

Functional Head

Andrew Langston, Leslie Chen,

Leslie Chen as Functional head is focused on reducing costs, committed to company

success, suggests creating an intranet so that messengers could upload delivery information

through their wireless connections is way to increase the bottom line. To reduce time uploading

data, Leslie Chen progressed to using handheld computers. A cell phone representative

recommended using a wireless card that messengers could use to upload delivery information

directly to the company’s database. In addition, QuickBiz reduces overhead by accessing input

from all employees, turning all lights off when not in use, using VoIP phone service, recycling all

paper waste, and the purchase of high quality used equipment.

Transformational Lead

Kayla Brown

Kayla Brown, a Transformational Lead effectively enhanced QuickBiz by motivating both

individuals and groups to look at ways to improve. As an IT consultant, she helped Andrew see

he needed to use a more powerful database management system (DBMS). Andrew’s

commitment to innovation is important and Kayla Brown respected this sense of identity/brand

and mission. This critical lead provides a window, allowing the organization to not see is as it is

or where is was, but what it can be in the future. Kayla Brown used data-mining software to

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find BI for the company; she is able to show the strengths and weakness of the company,

allowing Andrew to align tasks to optimize performance.

Business Strategist

Sarah Truesdale

Short Term goals—

Keeping up with changing software and technology

Increasing profit

Cutting costs

Improving efficiency

Improving Human Resources

Long Term goals-

Be the dominant Messenger Courier in Seattle

To become recognized in our industry

Customer service

Employee Appreciation

Expand the company

Sell the company

Increasing profit

Cutting costs

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QuickBiz continues to explore new ways of implementing SIS in its organization. Using

information technology has led to many successes for example:

S- Specific

Quick Biz wants to expand to other cities around Seattle within two years. As Quick Biz

expands to those other places the company will gain more clients and employees. The

company would invest into the latest technology to help their messengers, and drivers to help

their clients have the best service they can have. Sometime in the future, the company will

probably be sold. The goal is to be the best messenger courier in Washington.

M- Measurable

Outcomes of a notable change or benefits produced from change. (see table 3)

Customer Friendly Adding 100 more Jobs in WA

Keeping up on the latest Technology Expand Cliental

Consist contact with the messengers

Table 3 Measurable Benefits

A = Achievable

Set goals successfully carried out (see table4)

Using Oracle by in the end of the year A GPS in every handheld computer by June 3, 2012

Messengers will use Smart Phones by July 15, 2012

Add a Traffic-Monitoring Service by 2013

Add tracking to the deliveries by 2013

Table 4 Success Goals

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R- Realistic

Realistic goals when met drive the team, department and organization forward.

Goals to go from bicycles, cars, and trucks.

Higher office staff who result-oriented.

Increasing and upgrading its information system are result oriented by allowing support of the increasing customer load, a worthwhile endeavor.

The decision to buy a server and hand help computers allowed dispatcher’s and messengers to stay connected. A results-oriented project.

Automating payroll and accounting service.

Streamlining customer paperwork.

Tracking equipment maintenance and supplies.

Routing deliveries

Maintaining customer and messenger contact

Providing customer services on the web.

Handling customer and employee database files.

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T- Time Specific

Opened QuickBiz Offices June 1, 1986

Assisted the rescue of new messengers who became lost – September 3, 1992

Offering Website Service online to handle increased customer demand January 2, 2003

Launched Software to enable connection between dispatch and courier March 3,2003

Opened 2nd office to double staff November 15, 2004

Acquired more powerful database management system (DBMS) March 22, 2008

Opened 3rd Office expanding Territory January 1, 2009

Table 5 Time Specific Goals

E- Ethical

QuickBiz gathers and maintains many types of data in its database. Their goals are to

ensure security while still being accessible to customers and employees. These goals

are accomplished by using set of conditions to ensure autonomy and dignity.

QuickBiz Information Privacy- the way in which they handle personal information such

as age, addresses, sexual preference and so on.

Financial Data – Personal financial data must be kept in its highest confidentiality in

order to secure private information including credit cards, checking and savings

accounts, loans, payroll direct deposit, and brokerage accounts.

All financial transactions must be done with proper authentication method which can

be filled up by the user, such as personal log on name, password, account number, or

PIN (Kinicki & Williams, 2006).

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R- Recorded

Customer comes first

On time delivery

Automated Payroll and Accounting Services

Ongoing training for messengers and dispatchers

Streamlining customer paperwork

Tracking equipment maintenance and supplies

Routing deliveries software

Instant communication technology for customer and messenger contact

Provide customized services on the web

Use DBMS to handle customer and employee files

Track employee productivity for Kaizen

Implementation of Wi-Fi

Biometrics for security of finance and sensitive information

Guanxi

Andrew Langston grew his company QuickBiz into a very successful enterprise. Andrew

appreciated the collaboration of many people along the way. One of those individuals that

Andrew first hired was Sarah Truesdale. She helped him as a bookkeeper and receptionist.

Sarah organized the office and set up basic business applications - word processing,

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spreadsheet, and database programs. In addition, Andrew had assistance from college

students as part time messengers. As business expanded Andrew and Sarah needed help, so

they hired Leslie Chen as QuickBiz new administrative assistant to help with the office main

functions such as downloading and uploading delivery information, capturing data, emailing,

and faxing clients.

A family member that had an effect on Andrew is his cousin who worked for a seafood

company. He mentioned to Andrew that his company uses a Linux-based system, and he

recommended that Andrew should switch from his windows-based system to Linux. Linux is

computer system that is flexible, adaptable and with multiple different applications.

Andrew’s cellular phone company also had collaborated with him in suggesting that Andrew’s

messengers switch from using cell phones to using smart phones. This will enable his drivers to

get instant messages about the next delivery, traffic jams, weather and special VIP deliveries.

Another Person that collaborated with helping Andrew’s company grow is Kayla Brown. She

advised him to seek out a more powerful database management system (DBMS). Andrew

agreed and consequently shifted to Oracle. An oracle database helped accommodate both the

increased size of the database and the need for concurrent access.

Kaizen

From Andrew’s investment on the company’s very first PC to the latest database

management system and software has indeed paid off. Andrew’s vision along with the

collaboration of Sarah and Leslie to improve and grow Quickbiz had revolutionized how

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delivery is done in the Seattle downtown area. QuickBiz saw its first part time college

student messengers carrying beepers to cell phones to smart phones.

Natural disaster can occur at any time and without warning. One beautiful

morning Seattle had a 6.8 magnitude earthquake which caused Quickbiz’s main

information system to be down for two days. QuickBiz messengers could still make

deliveries and save data on their handheld computers. But this crisis got Andrew

thinking that this business needed to improve and add safeguards such as having the

data and its main information backed up to CDs.

Risk Adversity

There are risks involved for a messenger or a transportation companies. For QuickBiz it

will be traffic in the Seattle area. For bicyclists it is very dangerous to maneuver their way

through heavy traffic. Moving fast and as small as they are compared to cars, accidents can

happen where people can get injured or die. This of course brings in the element of lawsuits

and bad publicity in town. The other main risk is the injury of employees. Since this type of

personalized messenger requires these bicycle messengers to be in top physical shape.

Nevertheless, accidents can happen at any time, but if these occur very frequently it can disturb

the flow of business, affect Quickbiz’s culture, reduce the availability of messengers, and as

result make unhappy customers.

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Work Cited

http://www.computereconomics.com/article.cfm?id=1128

http://www.foogazi.com/2006/12/19/5-advantages-of-using-linux-over-windows/

http://www.pcworld.com/businesscenter/article/201731/ten_reasons_to_dump_windows_an

d_use_linux.html

http://www.klynas.com/Streets_Manual.pdf

http://maps.google.com/

Kinicki, & Williams. (2006). Management: A Practical Introduction, 2nnd Edition. New York: McGraw Hill.

OZ. (2006). Management Information Systems, 5th Edition. Canada: Thompson Course

Technology/Cengage Learning.

Parthasarthy, R. (2007). Fundamentals of Strategic Management. New York: George Hoffman.