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CHAPTER 7

CTS 217: Computer Training & Support. CHAPTER 7. Product Evaluation Strategies & Support Standards. Chapter Objectives. In this chapter, students will learn about: How product and support standards emerged

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CHAPTER 7

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  1. CTS 217: Computer Training & Support CHAPTER 7 Product Evaluation Strategies& Support Standards

  2. Chapter Objectives In this chapter, students will learn about: • How product and support standards emerged • Common tools and methods for evaluating and selecting computer products • Information resources and decision-making tools for evaluating and selecting products • Typical product support standards • How organizations develop and implement product standards

  3. User Support Role in Product Standards • Support workers often have expertise to evaluate competing products other workers may not have • Eliminates duplication of effort if workers individually evaluate products • Support workers can act as liaison between users and IT staff to represent viewpoints of each group

  4. How Product Standards Emerged • Product standards:lists of hardware, operating systems, networks, and application software products selected to meet the needs of end users • During 1980s • Significant incompatibility among computer products • WordStar, MS Word, DisplayWrite, WordPerfect, PerfectWrite, PFS Write • Incompatible platforms viewed as a marketing advantage

  5. Problems Caused by Product Incompatibility • Limited opportunities to transfer and share data among users • Large inventories of parts required to repair incompatible PCs • Increased difficulty to train and equip hardware service technicians to repair different platforms • User skills difficult to transfer from one system to another (cross training issues) • Increased costs to support incompatible systems • Support staff couldn’t be experts on all systems • Training had to be targeted to specific platforms

  6. Early Development of Product Standards During 1980s, to reduce acquisition and support costs, companies began to: • Standardize on a few selected hardware platforms designed to meet users’ needs • Adopt standard operating systems and, in the 1990s, standard network operating systems • Limit the choice of application software to a few standard application packages in each software category

  7. Methods for Evaluating & Selecting Computer Products • Product evaluation: process of researching and analyzing computer product features, capabilities, and suitability to solve specific user needs • Product evaluation process • Collect product information • Test, compare, and evaluate advantages and disadvantages of competing products • Make decisions or recommendations

  8. Issues in Product Evaluation • Performs as advertised? • Better than existing product? • Compatible with existing? • Meets user needs? • Increases productivity? • Cost-effective (reduces TCO)? • Likely to become industry standard? • Upgrade now or later? • Stable operation?

  9. Resources Available to HelpEvaluate Computer Products • Vendor literature, marketing information, Web sites, and user manuals • Demonstration and evaluation versions • Product reviews and comparison articles in computer periodicals and on the Web • Opinions of industry experts in trade publications and Internet news groups • Opinions of colleagues who have experience with a product

  10. PC World Smart Computing Tom’s Hardware Guide TopTenREVIEWS ZDNet Industry (Trade) Periodicals that Publish Product Comparisons • CNET • Computing.REVIEW.com • InfoWorld • Macworld • MaximumPC • PC Magazine

  11. Software Evaluations • Software evaluation copy:permits support staff to: • Try out a product’s features • Assess a product’s suitability to meet user needs • Software evaluation copies • Distributed via: • CD • Internet download • May have limited features • May operate for a limited trial period

  12. Decision-Making Tools • Industry standard or best-selling products • Products used by competitors • Benchmarks • Weighted point evaluation method • Request for proposal (RFP) • Acknowledged subjective criteria

  13. Industry Standard Bestselling Products • Industry standard products: computer products that are market leaders in sales • Also called horizontal market applications • Not a “standard” defined by any independent organization, such as the American National Standards Institute (ANSI) • Advantages • Can reduce support costs • Likely to be targeted by trade book publishers, training materials developers, and support service vendors • Disadvantages • May not meet needs of specialized users • Standards based on market share change over time

  14. Accounting Software Illustration • Small businesses:likely to select mass-market accounting package • Medium to large-scale businesses:likely to evaluate and select accounting software based on specialized needs for multiple locations, special tax handling, and international business • Very large-scale business: likely to select a package that can be modified and customized to meet unique accounting requirements

  15. Adopting Industry Standard orBest-Selling Products • Get user input before making software selection decision • Find out which products end users have experience with • Identify advantages and disadvantages of competing products for specialized tasks • Learn whether users have preferences among products

  16. Products Competitors Use • Competitors have already researched the technology marketplace and identified strategic reasons for adopting products, especially in niche markets • Vertical (niche) market application:software highly specialized for a specific industry • Examples: software for automobile insurers or veterinarians • Analyze strengths and weaknesses of products competitors use

  17. Benchmarks • Benchmark: objective test used to compare the capabilities of two or more competing products • Use objective evaluation criteria that are unbiased • Eliminate extraneous variables that could bias the results of a product comparison

  18. Benchmarks (continued) • Common benchmark criteria • Hardware • Speed • Storage capacity • Software • User productivity • Vendors that provide hardware and software benchmarks • Business Applications Performance (BAPCO) • PassMark Software • Standard Performance Evaluation Corporation (SPEC)

  19. Steps in a Benchmark Project • Define criteria to evaluate (e.g., printer speed) • Define a unit of work to measure (e.g., 100 printed pages; mixture of types of output and ink coverage) • Eliminate extraneous variables • Use same computer, network, and operating system • Use same application software • Use same paper type • Run tests with competing printers (e.g., several vendors’ models) • Evaluate test results (e.g., which is fastest printer?)

  20. Weighted PointEvaluation Method • Weighted point evaluation method: uses several evaluation criteria of predefined importance to arrive at a numerical score for each product • Also called Kepner-Tregoe method • Goal: make the evaluation and selection process as objective as possible • Treat competing products equally • Eliminate favoritism or bias among evaluators • Force evaluators to specify in advance the important factors in evaluation • May be legally required for public agencies

  21. Steps inWeighted Point Evaluation Method 1. Decide on evaluation criteria 2. Determine importance of each criterion 3. Rate each product against all evaluation criteria 4. > 1 evaluator  compute average rating for each product for each criterion 5. Weight the product rating by the importance of each criterion 6. Compute the total rating for each product 7. Compare product ratings • usually select one with highest rating

  22. Examples of Criteria Used in Weighted Point Evaluation Method continued

  23. Weighted Point EvaluationExample Criteria and Weights

  24. Weighted Point EvaluationExample Evaluation Scores

  25. Weighted Point Evaluation Example Results

  26. Weighted Point Evaluation Use • Weighted point evaluation method can be used with: • More than two products • As many evaluation criteria as desired • Spreadsheet software

  27. The Request for Proposal (RFP) Request for Proposal (RFP):product selection or competitive bidding procedure • Uses objective criteria to select among products proposed by vendors • Often used as the basis for awarding a contract to provide computer products • May be a legal requirement for computer selection in public agencies • An objective product and vendor selection tool

  28. Steps in the RFP Process 1. Conduct a needs analysis 2. Develop a purchase specification 3. Define: • Decision criteria • Importance of each criterion 4. Write RFP document 5. Send RFP to prospective vendors 6. Receive vendor proposals • Describe how each vendor’s products address user requirements • Quotes bid price 7. Analyze and evaluate vendor responses to RFP • Often uses weighted point evaluation method 8. Select vendor and award contract

  29. Acknowledged Subjective Criteria • Subjective evaluation criteria: factors not directly related to the fit between product features and user needs • Based on: • Personal relationships • Convenience • Personal preferences • Traditional practices • Are neither measurable nor repeatable from one evaluator to another

  30. Acknowledged Subjective Criteria • Why use acknowledged subjective criteria? • Lengthy, personal relationship with vendor • Partnership agreement • Low regard for competing vendor • Objective criteria, including price, may be less important • Larger organizations often use objective selection criteria • Smaller organizations often use more subjective selection criteria

  31. Product Support Standards • Help control user support costs by limiting the number of hardware and software options users can choose • May offer options as balance between two extremes • One-size-fits-all • Select anything you want • Often adopted by larger organizations with a substantial investment in computer technology because the potential for waste is so large

  32. Benefits of Support Standards at Honolulu Community College Dell Computers, McAfee VirusScan, Microsoft Office

  33. Business vs. Personal Grade PCs • BUSINESS • Better reliability • Better warranty (3 year vs. 1 year) • May cost slightly more but usually worth it • “Workhorses:” Less bells & whistles • Parts availability (stay away from ultra tiny desktops) BUSINESS HOME

  34. How Org. Dev. Computer Product and Support Standards • Organization’s computer culture • Historic computer traditions • Product standards committee:group that defines computer product standards and coordinates their use • Composed of: • Support specialists • End users • Technical IT staff • Managers

  35. Changes inComputer Product Standards • Changes in computer product standards may be met with user resistance • Users are comfortable with existing standard • If it ain’t broke, why fix it? • Changes in standards should: • Be discussed with users • Involve users in decisions

  36. Acceptable Use Guidelines Acceptable use guidelines: policies adopted by an organization about how users are permitted and not permitted to use computer systems • Behavior prohibited by organizational policy • Example: use of e-mail for personal messages • Illegal behavior • Example: unauthorized access to confidential information

  37. How Organizations ImplementComputer Product and Support Standards • Adoption and implementation of product and support standards is influenced by: • Investment in existing hardware and software • Continual arrival of new products, services, and product upgrades • Conversion to new standards can: • Result in loss of employee productivity during transition period • Be phased in over time

  38. Criteria Used toUpdate Product Standards • New products offer technical improvements • New product features improve user productivity • End user preferences change over time • New products offer cost savings • New products may be compatible with new industry standards • New products become more popular

  39. Adopting or ModifyingTechnology Standards • Requires analysis and evaluation of products and services • Triggers potential support cost increases for installation, upgrades, training, documentation, troubleshooting, and help desk services • Support costs often increase during transitions between old and new standards

  40. 2010s Decade Changesin Product Standards • Technology changes that are likely to affect product and support standards during the 2010s include: • Universal Serial Bus version 3.0 • 802.1N wireless network devices • Voice recognition input • Windows 7 operating system • Microsoft Office 2007 applications [2010] • Cloud computing • Web 2.0

  41. Chapter Summary • In order to reduce computer product and support costs and increase compatibility, organizations began to develop product standards during the 1980s • User support staff often evaluate computer products and services to be able to make recommendations to users that will meet their needs and reduce costs • Support staff use a variety of information resources to evaluate computer products • Vendor lit, user manuals, web sites, eval software, product demos/reviews, expert opinion

  42. Chapter Summary • Aids to product evaluation and selection decisions • Industry standards • Best-selling products • Products used by competitors • Benchmarks • Weighted point evaluation method • Request for proposals (RFP) • Product standards are based on: • Company culture or tradition • Decisions by a product standards committee • Organizations adopt acceptable use policies to communicate which uses are and are not permitted

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