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Telecommuter, Inc. Vendor Performance Metrics via Mobile. Team 1 Andrew Wong Asad Saqib Edward Lewis Jon McDonald Tina Cheng May 10, 2014. Project Overview. Executive Summary Part 1: Business Requirements Part 2: Technical Specification Part 3: Implementation Plan Demo
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Telecommuter, Inc. Vendor Performance Metrics via Mobile Team 1Andrew Wong Asad Saqib Edward Lewis Jon McDonald Tina Cheng May 10, 2014
Project Overview • Executive Summary • Part 1: Business Requirements • Part 2: Technical Specification Part 3: Implementation Plan • Demo • Questions
Executive Summary • TeleCommuter, Inc. (TC) Background • Business Problem • Business Solution • SMILE – in-house mobile app • MicroStrategy – Business Analytics • Workflow • Project Cost and Benefit • Success Metrics
Telecommuter, LLC Background 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
Problems and Solution Operating cost • Proposed Solution: Vendor performance web application & mobile app • Collect vendor performance metrics on-site for business analysis • Mobile Business Process Management • 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As a result TC is experiencing reduced revenues and increasing operating expenses • Current vendor management system is outdated
Part 1Business Requirements • Business context: “As-is” and “to-be” • Required Functionality • Business Benefit Justification & Success Metrics
Business context: “As-is” and “to-be” • Current Service Request Process (AS-IS)
Business context: “As-is” and “to-be” • TO-BE Service Request Process
Mobile Application Look and Feel Customer Signoff 1 4 7 2 3 5 8 6 9 Secure login to protect company data Service schedule Check-InCheck-out Time submission Submit Service Rating
Web Interface Tentative Web View Design-TC Staff View Service request Status Assign Vendow Show Field Technician Location on Map Check in / checkout time
Business Process Diagrams TC Vendor Assignment Process
Business Process Diagrams Vendor Performance Data Collection – Mobile App Vendor Performance Ratings Analytics
Business Benefit Justification • 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 Cost Saving
Part 2Technical Specs • Enterprise Architectural Approach • Software Solution
Enterprise Architectural Approach • 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.
Software Components 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.
Part 3Implementation • Project Development & Deployment • Operational Governance • Risk Management • User Enablement • Success Metrics
Part 3: Project Development & Deployment • Overall Project Timeline • Est. completion time 9-months. Pilot • 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) Phase 1 Phase 2
Project Milestones Pilot Phase 1 Phase 2
Operational Governance • 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 • Project Steering Committee • Executive Sponsor
User Enablement Roles
Success Metrics 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.
Q & A Question?
Thank You! SMILE!
Appendix SMILE PhoneGap ZEND Data Management Security Consideration Gantt Chart Milestones Success Metrics
Secure Management Information Leading Efficiency Application (SMILE) Mobile Interface – For Field Technician • Collect update-to-date info for service performance measure. • Web Interface – For TC Staffs, Vendors & Field Technician • Collect most accurate and update-to-date info for service performance measure.
Data Management Data Flow Diagram - SMILE Vendor Performance Analysis Database Design Overview
Security Considerations 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
Project Gantt Chart Pilot Phase 2 Phase 1