computer 911 database project william j. cody msit-573 7/13/2006
TRANSCRIPT
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