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Telecommuter, Inc. Vendor Performance Metrics
via Mobile
Team 1Andrew Wong
Asad SaqibEdward Lewis Jon McDonald
Tina Cheng
May 10, 2014
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• Executive Summary• Part 1: Business
Requirements• Part 2: Technical
Specification Part 3: Implementation Plan
• Demo• Questions
Project Overvie
w
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TeleCommuter, Inc. (TC) Background Business Problem Business Solution
SMILE – in-house mobile app MicroStrategy – Business Analytics Workflow
Project Cost and Benefit Success Metrics
Executive Summary
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Start-up company, that provides office products, IT equipment, and services
Reseller and service integrator E-commerce broker All products sourced from third-party
vendors Targets consumer market as well as small to
medium sized business
Telecommuter, LLC Background
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Project Focus: Home Office IT Installation
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Problems: TC has identified ongoing customer service
issues with some of their third party installation & maintenance vendors As a result TC is experiencing reduced revenues
and increasing operating expenses Current vendor management system is outdated
Problems and Solution
Oper
atin
g co
st
Proposed Solution: Vendor performance web application & mobile app Collect vendor performance metrics on-site for
business analysis Mobile Business Process Management
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• Business context: “As-is”
and “to-be”• Required Functionality• Business Benefit
Justification & Success Metrics
Part 1Business
Requirements
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Business context: “As-is” and “to-be”
Current Service
Request Process (AS-IS)
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TO-BE Service Request Process
Business context: “As-is” and “to-be”
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Required Functionality
•Secure Management Information Leading Efficiency Application
SMILE•Data Analytics ToolMicroStrategy
•Backend program and process to integrate systems
Workflow
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Mobile Application Look and Feel
Secure login to protect
company data
Customer
Signoff
Submit Service Rating
Service schedule
Check-InCheck-out
Time submission
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3
4
56
7
89
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Web Interface
Assign Vendow
Tentative Web View Design
-TC Staff View
Service request Status
Show Field
Technician
Location on Map
Check in / checkout time
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Vendor Performance Metrics Analytics
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Vendor Performance Metrics Analytics
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Business Process Diagrams
TC Vendor Assignment Process
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Vendor Performance Data Collection – Mobile App
Vendor Performance Ratings Analytics
Business Process Diagrams
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Operation Time Saving The automated vendor assignment (VM)
system will decrease the time spent by TC service specialists on vendor assignment and order fulfillment by over 80%.
Manual Vendor assignment takes 80% of the TC service specialists’ duties.
Managing problematic orders currently accounts for less than 20% of time spent by TC service specialists.
Business Benefit Justification
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Business Benefit Justification
Cost Saving
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• Enterprise Architectural Approach
• Software Solution
Part 2Technical Specs
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Leverage existing cloud-based infrastructure Master and slave data backup and elastic load
balancer. SMILE system hosted on new Amazon AWS EC2
web server. SMILE integrates Order Management System
and vendor information within single DB. New Business Analytics Tool - MicroStrategy.
Enterprise Architectural Approach
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Technical Architectural
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TC e-commerce website SMILE – Order Management Web
App with method to trigger workflow
SMILE enables user to submit service updates.
MicroStrategy data analytics software to analyze vendor data and generate vendor ratings.
Software Components
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• Project Development & Deployment
• Operational Governance• Risk Management• User Enablement• Success Metrics
Part 3Implementa
tion
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Pilot
Phase 1
Phase 2
Part 3: Project Development & Deployment
• Planning (1.5 months)• Development (~4-5 month)
• S-SDLC • Deployment Pilot (1 month)
• Phase 1 – Random Vendor Assignment
• Phase 2 – Vendor Assignment based on defined metrics (deploy 3 months after phase 1)
• Overall Project Timeline• Est. completion time
9-months.
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PilotRollout: 8/4/2014
Pilot rollout evaluation report |signoff by
Senior Management: 8/18/2014
Phase 1Go-Live: 8/25/2014
Phase 1 Post implementation
Evaluation signoff by: 9/19/2014
Phase 2Go-Live: 11/26/2014
Phase 2 Post implementation
Evaluation signoff by: 12/23/2014
• Start: 3/3/2014 Completed by: 12/31/2014
• Project Requirement Review & Signoff by Executive Sponsors: 4/7/2014
• Project Sign-off by Executive Sponsors: 11/28/2014
• Old manual process cut-off date: 12/31/2014
Project Overview
Project MilestonesPilo
tPhase 1
Phase 2
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Roles and Responsibilities Exec Sponsor, Steering Committee, Project
Manager, etc. Technical Support Help Desk
Low, Medium, High Priorities Change Management
Change Control Board
Operational Governance
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Executive SponsorProject
Steering Committee
Operational Governance
Project
Manager
Chief Software Architect
AWS Specialist
Mobile Frontend Designer
Mobile Software
Developers
Web Application Developers
MicroStrategy
SpecialistBusiness Analyst
IT Support
Training Material
Developer
Vendor Relationship Manager
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Vendor Schedule Conflicts• Vendor Rating by Auto Vendor Assignment• TC Service Rep take over Vendor Assignment
User Adoption and Resistance• Online doc & training videos• Development team meets with IT & Vendor for
feedback• Vendor Relationship Manger
Loss of Connectivity • SMILE will encrypt and store data on device• AWS S3 Logs, RDS DB cache logs • SQL form for manual input
Risk Management
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Data Loss from Cloud Infrastructure • Trusted Advisor service • Stress & elastic load balancing tests• Code moves & server updates require
Change Control Board approval Missed Milestone • Notify management & impacted teams• Key components backed up with rollback
plans
Risk Management
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User Enablement
CommunicationTransitionTrainingOperational Support
Field Technician
s Vendors
TC Service Specialist
TC Business Analyst
TC Managers
Vendors Relationship Manger
Roles
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No severe outages within first six months Maximum of 20 anomalies within first six months 100% Vendor Adoption of Mobile App by end of year. TC Service Specialist man hours decrease by 80%
within one year. Operational costs per order are reduced by 5%. Customer complaints decrease by 10% by end of
year. Revenues increase by 5% after first year.
Success Metrics
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Demo
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Q & A
Question?
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Thank You!
SMILE!
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• SMILE• PhoneGap• ZEND• Data Management• Security Consideration• Gantt Chart• Milestones• Success Metrics
Appendix
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Secure Management Information Leading Efficiency Application (SMILE)
Mobile Interface – For Field Technician
Web Interface – For TC Staffs, Vendors & Field Technician
• Collect update-to-date info for service performance measure.
• Collect most accurate and update-to-date info for service performance measure.
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Web Interface – TC Customer Specialist
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Web Interface – Vendor User View
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Web Interface – TC Customer Specialist
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Data Flow Diagram - SMILEVendor Performance AnalysisDatabase Design Overview
Data Management
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Data Flow Diagram - SMILE
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Vendor Performance Analysis
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Database Design Overview
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Application Level – secure access via HTTPS. SSH and login authentication, all requests via SSL.
Network Level – Firewalls, Security Groups. Web session - validation, and token encryption,
IAM, MFA Database level – AES Encryption, Logging Tools,
ACLs, Trusted Advisor
Security Considerations
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3 Tier Security Groups
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Identity and Access Management (IAM) tool
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Trusted Advisor
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Project Gantt Chart
Pilot
Phase 1
Phase 2
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Project Gantt ChartPilot
Evaluation
Phase 1
Phase 2
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52Official go-live Phase 211/25/2014
Phase 2 Post implementation Evaluation 11/17/2014
Project Sign-off by Executive Sponsors: 11/28/2014
Old manual process cut-off date: 12/31/2014
Project start: 3/3/2014
Project Requirement Signoff by Executive Sponsors 4/7/2014
Pilot roll-out: 8/4/2014 - Rollout to 3 pre-selected vendors only; New solution will be running in parallel with existing solution.
Pilot roll-out evaluation report 8/15/2014
(Go-NoGo Decision: 8/18/2014 )
Official go-live Phase 1: 8/25/2014
Project Milestones
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Phase2• Jul-Nov
Phase1• Mar-Jul
Project Plan Recap
Phase1• Mar-Jul
Phase2• Jul –
Nov
Sunset - Old Manual Process •By end of 2014 20152014
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Success Metrics