Managing Project Scope

Sales and Customer Service CASE STUDY

Case Description

Current State (“As Is”) The Sales and Customer Service group is currently responding to information requests using a set of existing mainframe computer systems and manual files. The typical request is to determine the status of orders. It currently requires access to two or more of the computer systems. Manual files are used to track requests. Desired State (“To Be”) The new system will provide a single point of access for information. The system will enable the Sales and Customer Service group to control their work. The new system will support direct inquiry via the Internet and touch-tone telephone and the answering of more complex inquiries and issues by human sales and service operators. Pain to be Alleviated or Benefit to be Derived Customers are complaining about long response times (from an hour to two days) and, in some instances, of having their requests totally forgotten. The average cost of fulfilling a request is well above the industry average. Assumptions It is assumed that the future system:

Will be implemented on a client server platform

Will interface with existing mainframe systems

Will be created using a commercial –off-the-shelf (COTS) package that can be easily customized Will reside in the mainframe and elsewhere

Constraints The Sales and Customer Service group manager has made a request for systems support to re-engineer the department’s systems in order to improve performance. The manager has a target date in mind that is four to six months in the future. The target is based on the desire to have the project end before the end of the fiscal year. Background and Other Information The firm’s IT group is committed to serving its internal customers either as a “prime contractor” and project management organization or as a development resource. Development work may be contracted out to software development vendors, hardware vendors, and/or providers of software products. Often, the IT group will manage projects with more than one vendor. Some vendors work under fixed-price contracts and others under cost-plus contracts. The IT group is responsible for delivering a complete business system, including procedures development, training, documentation, and appropriate support services. The group is also responsible for maintaining an IT infrastructure that supports the firm’s business and permits solutions that include Web-based, mainframe, and client server technologies.