Computer 911

1. Computer 911 Database Project William J. CodyMSIT-5737/13/2006

2. Introduction • Company Background • On-site tech support company based in San Diego • Owners: • Arthur Vandalay • Dr. Peter VanNostrand • Established company January 2004 • Established web presence December 2005 • Established e-commerce initiative May 2006 • Personnel: • 6 tech support specialists • 3 administrative/office employees • On-site tech support hours – 9am-7pm Mon-Fri • Operates in 20 mile radius from center of city

3. Analysis • Computer 911 does not adequately capitalize on its most valuable resource: information • Management against hiring more personnel/purchasing more vans • Growing customer list • Unable to keep up with demand

4. Analysis • Information available: • Customer name • Address • Phone Number • Computer type • Make/model • Specifications • History of problems/previous visits • Job site peculiarities • Large dog(s) • Location hard to find • Combative/uncooperative customers

5. Project Objectives • Design and deploy a customer database • Database Access • Tech support personnel - website • Administrative personnel – client/server • Customers -website

6. Scope • Project Justification • Create a customer database to allow technicians to reach job sites faster, diagnose problems, and repair a client’s computer in a timely and efficient manner • Database Characteristics/Requirements • Interaction with the Computer 911 website • Customers can add/delete/update personal info • Techs can access admin panel remotely through Internet-enabled tablet PC’s installed in van fleet • Interaction with office computers • Clerical staff takes customer information over the phone and inputs it into the database • Database interacts with mail merge functions to automate billing processes (invoices, mailing labels)

7. Scope • Project Deliverables • Project management related deliverables: project analysis, scope statement, team roles/task assignments (WBS), process and predecessors, costs, benefits, status reports, project presentation, final project report • Database related deliverables: database, data flow diagram, database documentation, administrator training, required usernames and passwords for access to the database on the server, and administrator access of the database through the website for technicians in the field to access and update information • Hardware related deliverables: tablet PC’s installed in three vans, Internet enabled through the use of mobile broadband PCMCIA cards. Issue Personal Digital Assistants (PDA’s) to tech support personnel

8. Information Flows

9. ROI Analysis • Operating Hours: 9am-7pm (10 hours) • Technician completes 4 service calls /day on average • 3 techs working at any given time • $40.00 / hour billing rate • Customers billed for 2nd hour after 65 minutes • Average job takes 2 hours to complete • 30 minutes average transit time to/from office

10. ROI Analysis • Expected Benefits • Increased productivity = increased $$ • Office transit time minimized/eliminated • Problems diagnosed more rapidly • Estimate average service call time reduced from 2 hours to 70 minutes • Total of 3 hours 20 minutes additional time available to take more calls

11. ROI Analysis Estimated ROI for project: $12,000 - $15,600 ≈ 23.08% $15,600

12. Measures of Success • The team will need to accomplish all tasks in the allotted time, taking into account data quality (accuracy), security, documentation, and ease of use by both the clerical and tech support employees, and the customers who visit the website • Technicians must be able to handle at least one extra client per day • Administrative workload associated with responding to a tech support call should be reduced by a total of two hours • Troubleshooting time should be decreased by at least 20 minutes per client

13. Project Design • Requirements Analysis • End Product: A robust, accurate, and accessible customer database. • Project management related deliverables: project analysis, scope statement, team roles/task assignments (WBS), process and predecessors, costs, benefits, status reports, project presentation, final project report. • Database related deliverables: Website, data flow diagram, database documentation, administrator training, required usernames and passwords for access to the database on the server, and administrator access of the database through the website for technicians in the field to access and update information

14. Project Design • Feasibility Study • Technical Feasibility: None of the database characteristics or requirements beyond the capabilities of existing programming techniques. MySQL, PHP, and Active Server Pages (ASP or ASP.net) to be used. Economic Feasibility: Time, resources, and funds are available in order to implement the project successfully. The financial benefits, and the intangible business benefits related to enhancing the Web presence, far outweigh the costs • Economic Feasibility: Time, resources, and funds are available in order to implement the project successfully • Operational Feasibility: Currently, they are unable to service as many customers as they would like. Their employees will not be required to acquire any new special skills or knowledge to operate/maintain the Website beyond initial administrative training

15. Risk Management • Project cost low ($15,600) • Intangible benefits by utilizing information • Normal operations not hindered by database project

16. Risk Management • Expected Values are for 1st year only • Information is always free • EV for not implementing database assume project funds of $15,600 would be invested at 5% annual return

17. Risk Management Risk Analysis Chart

18. Communications Management Strategy • Communication flow • Customer: the Project manager or assistant project manager will provide status updates to the customer every other day by e-mail • Project team: will meet before commencement of each phase to reemphasize goals and criteria. During each phase, daily meetings will take place prior to commencement of work to discuss daily goals and objectives

19. Development &Implementation • Project Development • The project team consists of two members. • Project duration is expected to last 16 days • The team will work Monday - Friday unless required to meet the project deadline. • The project will be implemented in three phases: Design, Development, and Deployment

20. Development &Implementation • Main Team Tasks/Roles/Timeline • Project Manager - direct the project through its lifecycle; ensuring tasks are completed on time, within budget, and at the appropriate level of quality • Assistant PM – provide assistance to PM; maintain comms with Mr. Vandalay and Mr. VanNostrand

21. Development &Implementation • Design and Implementation (D&I) Team • PM and Assistant PM • Create database • Plan & coordinate each project phase

22. Development &Implementation • Design phase • Brainstorming, provide input to refine business requirements • Create Database overview sheet • List data fields • Interactions • Database response to user input

23. Development &Implementation • Development Phase • Write code; produce functional database • Testing • Add aesthetics/improve user interface • Deployment Phase • Integrate database with website • Acceptance testing (feedback) • Final tweaking

24. Project Timeline

25. Conclusion • Low-cost project • No impact on current operations • Excellent ROI after year 1 • Increased efficiency/productivity • Integration with billing activities • Increased customer base