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Coastline Systems Consulting

Phone: Fax:

DATE OF REQUEST SERVICE REQUESTED FOR DEPARTMENT(S)

08/28/2010 All departments

SUBMITTED BY (key user contact) EXECUTIVE SPONSOR (funding authority)Name Anna Kelly Name Peter Charles Title Analyst Programmer Title President

Office OfficePhone 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. There’s inefficiency

in collecting calls and passing information’s 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 Assigned to ANNA KELLY

Feasibility assessment waived Approved Budget $ unknownStart Date ASAP Deadline SIX MONTHS

Request delayed Backlogged until date: ______________

Request rejected Reason: ________________________________________________Authorized Signatures:_____________________________________ ______________PETER CHARLES__________________

Project Executive Sponsor



PROBLEMS, OPPORTUNITIES, OBJECTIVES AND CONSTRAINTS MATRIX

Project: Coastline CTTS Project Manager: Anna Kelly

Created by: Anna Kelly Last Updated by: Anna Kelly

Date Created: 29/08/2010 Date Last Updated: 29/08/2010

CAUSE AND EFFECT ANALYSIS SYSTEM IMPROVEMENT OBJECTIVES

Problem or Opportunity Causes and Effects System Objective System Constraint

1. Secretary receives all

requests by email and

phone.

1. It takes time for secretary

to answer service request

calls and process it on to

technicians.

2. Multiple emails with job

assignments are sent

around the company.

3. Sometimes more

technicians are working on

the same problem.

4. It’s not possible for

available technicians to

take request.

5. As client’s base grows it

more frustration and los

client loss will be

generated.

1. Save a secretary time

weekly in answering

requests.

2. Minimize time spent by

secretary to process the

information and reduce the

costs.

3. Allow Client to enter

request for the services

online.

4. Allow Secretary to add

request for services once

they are received by call or

email.

5. Eliminate duplicate work

and recourses wasting

while resolving Clients

requests.

1. Clients will have access

right to submit the request.

2. Secretary will have rights

to assign Client requests

and call or email

information when

received.

2. Nobody knows the status

of his request.

1. Available technician could

not accept the assignment.

2. Multiple technicians can

be assigned to same

request.

3. Request can wait too long

for someone to take the

request.

4. Client might have the

wrong impression that his

request is resolving even if

event is not yet assigned.

5. Client complains about the

time needed to respondand fix the problems.

1. Provide online access for

Client to check the status

of requested service.

2. Allow technicians to take

over a request.

3. Allow technicians to

access to generate new

requests, to view and

update their status and

data.

4. Reduce multiple

assignments at the same

time.

1. Clients will have access

right to log and check the

history and status of it’srequests.

2. Only technicians will be

able to change and update

status of the request.

3. Client papers are

uncompleted and

disorganized.

1. Client information’s are

not completed and

accurate.

2. Technicians have

problems resolving

requests when

configurations

information’s not up-to-

date or lost.

1. Create viewable history

tracking system of all

requests for each client.

2. Create clients component

repository with possibility

to update changes.

3. Bar code will be used to

speed up checking things

into the inventory.

1. The Client configurations

and other important

information will not be

accessible through the

internet.

2. Only technicians can

update work records and

new equipment

3. Secretary will have access



3. The configuration loss

may generate extra work

that is not billable to the

customer.

4. It’s very frustrating for

technicians and customers.

5. It’s impossibility to create

statistic reports for

management and for theimprovement.

to update inventory.



PROBLEM STATEMENT MATRIX

PROJECT: Coastline CTTS PROJECT MANAGER: Anna Kelly

CREATED BY: Anna Kelly LAST UPDATED BY: Anna Kelly

DATE CREATED: 08/28/2010 DATE LAST UPDATED: 08/28/2010

Brief Statements of Problem,

Opportunity, or Directive

Urgency Visibility Annual Benefits Priority or

Rank

Proposed

Solution1. There’s a opportunity to

minimize secretary time spent

to delegate requests by letting

available technician to

overtake requests.

ASAP High 20hrs/month 2 New

Development

2. There’s an opportunity to

allow clients to create requests

for services over the internet.

6 months High Unknown 2 New

Development

3. There’s a problem with

tracking status of client service

request.

ASAP High Unknown 1

4. There’s a opportunity to

provide history tracking for

clients and technicians.

6 months Med Unknown 1 New

development

5. There’s a problem with clients

inaccurate configurations,

component information’s.

ASAP High Unknown 2 New

Development

6. There’s a opportunity to

minimize time needed to

update inventory by using

barcode scanner.

6 months Med Unknown 3 New

development

7. There’s opportunity tominimize frustration and loss

of Clients

6months High Unknown 2 NewDevelopment

Documents

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