Assignment completed as apart of my Master Studies in University College Cork.
Course: CKL18 Information Systems for Business Performance
This is a hypothetical company.
Grade Received: First Class Honours.
Section 1 of 5
1.1
The Problem Statement
Matrix for Three-Body –Fig1
Student Number: 114547173
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Project: Project X
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Project Manager: Peter Charles
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Created by: Diarmuid Gillingham
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Last Updated by: Diarmuid Gillingham
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Date Created: November
1st 2019
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Date Last Updated: December 2nd 2019
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1.2 Sample Request
for Services Form for Three-Body for Clients
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First Name
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Last Name
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Address
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Company and Department
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Home Phone
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Cell Phone
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Email
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When Did We Last Visit you:
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£
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Never
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£
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Within the last month
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£
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Within the last three months
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£
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Within the last year
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£
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Over one year ago
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Problem
Category
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£
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Computer
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£
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Email
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£
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Network
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£
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Server
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£
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Hardware
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£
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Software
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£
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Other
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When Can We Visit You______________________________________________________
1.3 Internal System Service
Request
1.4 Section 1 Analysis
Which problems do you believe
have the highest visibility, and how should they be ranked?
The problems facing Three-Body have
proven to be very disruptive to business. The old phrase that “time means
money” runs through. If the company is losing time, they are losing money. In
the conversation with the president Peter Charles makes it clear that when a
consultant has to return to the office for information, this is costing
Three-Body $75 due to time they lose and the money they would have made on the
call. The second major problem is that Kathy spends much time talking to
disgruntled customers. This task gives her less time to work on her other tasks
within the company.
The problems should be ranked in
terms of how much money they cost the firm. This idea is the primary purpose of
the business and should always be a key barometer.
What would be the annual
benefits of the new system?
The annual benefits of the new
system should be numerous. The new system will improve how much clients trust
Three-Body as the business will be able to fix problems more quickly and
efficiently.
The confusion caused by the current
inefficient and sophisticated way of conveying information between consultants
should be reduced, leading to a happier workforce. On top of this, Kathy will
have more time for other tasks to help the business grow and expand.
What assumptions is the matrix
making?
The matrix makes the following
helpful assumptions to help the business identify the problem task and breaks
it down to down to four types of questions. These questions include “what”,
“who”, “why” and “where”. By doing this, the problem can be challenged from
several different perspectives, in a similar way that the De Bono six colour
hats. (De Bono Group 2019)
In terms of the what questions
above in Fig 1, the matrix assumes that the number of customers Three-Body has
will continue to increase which increases its need for an improved system that
will be able to be used out of office by the consultants and clients alike. It
also assumed the increased need for Three-Body employees to be able to track
equipment configurations. The matrix assumes that clients and Three-Body will
want to keep their information secure and safe from potential hackers.
In terms of the “who” questions
above in Fig 1, the matrix assumes that losses of $75 on call-out visits to
clients will continue to happen unless an effective system such as the one
suggested in this piece is put in place. The matrix assumes that the time Kathy
spends answering service request calls should be reduced as Three-Body’s
consultants should have fewer reasons to fix issues for client’s due to the
introduction of the suggested system.
Finally, what would be your proposed solution based on
the facts you know now?
The solution would be a company- database system that
employees and clients can access. The system would track system configuration
details as well as hardware plus software. Information such as this would be
assigned to the respective client. Some other information stored would include
usernames, passwords and IP addresses.
The system needs to stop the lack of communication
between employees and the technicians in particular. They need all the
available information about a client when they are with that client. They need
real time, accessible information.
A lot more research will need to be done before the
system can be developed and eventually go live. This research will be done by
asking employees what features they want included in the system.
Section 2
Deliverables include
v
Problems, Opportunities, Objectives and
Constraints Matrix
v List of
Requirements for Proposed System
v
Zero Level Data Flow Diagram for Entire System
2.1 PIECES Framework
PIECES Framework to identify criteria for the “Problems,
Opportunities, Objectives and Constraints Matrix”
Business Analyst Learnings (2019) broke down the PIECES Framework as follows.
P: “The need to improve performance”
I: “The need to improve information (and data)”
E: “The need to improve economics, control costs
or increase profits”
C: “The need to improve control or security”
E: “The need to improve efficiency of people and processes”
S: “The need to improve service to customers, suppliers, colleagues, partners, etc”
Performance
A - Impacted by how much technicians know before visiting
a client. They need a lot less time if their information is up to date.
B – Business can easily waste an hour going back to the
office during tourist season
Information
v Output - There is a lack of information within the company for
consultants. They often don't have access to the same relevant information that
they need when with clients.
v
Output - The technicians
and the clients lack the information of what exactly was done, the last time a
Three-Body consultant visited a firm.
v
Output - Information
such as product configurations, usernames and passwords are relevant to
complete tasks.
v
Output - Information is
not in a useful manner as consultants have to look through paper records to
find out what a consultant did last time.
v
Output - Information may
not be accurate unless every possible source of information is updated.
Information on paper may also be inaccurate due to poor handwriting.
v
Output - Due to having
to stay in the office and a lack in information services, vital data is often
not available to consultants and clients alike.
v Output - Information is not at hand in a timely manner.
v Input - Inefficient collection of data. On paper, it is easy to
forget to fill in information everywhere.
v
Input - Data can be
challenging to capture as there is no way currently to update a system while on
a job.
v Input - Data is not updated on time for everyone to see meaning
technicians are accepting to do a job not realising that another technician has
started working on it.
v Stored Data - Information is stored on paper in disorganised
folders and not online or in an accessible database.
v
Stored Data - Information
is not accurate, as it is not uploaded everywhere at once
v
Stored Data - Folders
are organised poorly.
v
Stored Data -
Information is flexible in terms that it can be changed but not in terms of how
quickly it can be done. Binders on clients can't leave the office and may get
filled in late or not at all.
v Stored Data - Data not always available.
Economics
v A - Costs are known. Company loses out on $75 every time a
technician can't fix a problem due to the poor transfer of information.
v
B - Costs are traceable.
v C - Any unnecessary cost can be seen as too high for the company.
Control
v A1 - Information is not edited simultaneously.
v
A2 - Putting the system
online could give hackers an opportunity to access vital information.
v
A3 - The system would
need to make sure that only technicians can mark a service request is done. But
both technicians and clients could create a service request.
v
A5 - Data would need to
be stored on an internal server and connect to a master database. Technicians
would have a web application that connected to the database.
v
A7 - Decision errors are
happening due to a lack of information between technicians. A system which
enabled technicians to take the next available task on a list. This prevents
one technician from showing up for a task that another technician is already
doing.
v B - no current issues with the current system having too much
control. It is a lack of control that is causing the confusion.
Efficiency
v A1 - Information may be redundantly repeated as ring binders can
look like "chicken scratches" and it can be hard to tell that is
already written down and what is not.
v
A2 - Too long is spent
looking for crucial information when with clients of in the office.
v
A3 - there is a lack of
information getting collected.
v
B - people waste time
and money, not communicating. For an IT company computers are not fulfilling a
lot of services that they could, and this is wasteful.
v
C - Excessive effort is
needed to drive to places, checking-in with Kathy, and with the locating of
information such as passwords and configuration details for devices.
v D - Excessive use of paper in a digital workplace and year in
general.
Service
v A - the system provides incorrect information around tasks to be
done, who is doing said tasks, password and configuration settings.
v
B - Current system is
inconsistent as sometimes information is filled in and sometimes it is now, and
it is hard to tell if it has been filled in.
v
C - inconsistent info
leads to inaccurate information.
v
D - Neither the old or
new system should be hard to learn.
v
E - New system should be
easier to use as information should be updated. automatically, leading to more
shared knowledge which leads to better decision making.
v
F - New system should be
easy to use in the office or on the move or with a client.
v
G - Current system is
inflexible as paper binders can't be taken outside of the office. No such issue
with the new proposed system.
v
The paper system is not compatible with other
systems as it has no defined connection/logical path to the different practices
within the process under question.
v Section 2.2 Problems, Opportunities, Objectives and Constraints
Matrix.
Student Number: 114547173
2.3 Functional and Non-Functional Requirements of The System.
Functional Requirements
v
1. Upload Information
Remotely
v
2. Provide Up to Date
information for Employees and Clients
v
3. Be a Web-Based System
v
4. Gather/Collect/
information
v
5. Store Information
v
6. Distribute
Information
v
7. Ability to edit Data
v
8. Identify User of
System
v
9. Process Barcode
Information
v
10. Display Information
v
11. Interactive Service
for Users
v
12. Work on PC and
Mobile devices
v
12. Offer Back-Up
Service
v
13. Historical Data
v
14. Authentication
v
15. Administrative
Functions
v
16. Encrypted Data
Non-Functional
Requirements
v
1. Performance - Works on Wifi/4G
enabled device. No document/ information update should take more than one
minute to upload.
v
2. Data Integrity - System should store
the latest and past versions of data in the system.
v
3. Availability - System should be
available for use on secure Wi-Fi networks. Available with 4G connections on
mobile devices.
v
4. Capacity - When information is
put into the system, the system should be to gather this information and file
it in a way that is easy to find when the system is used.
v
5. Reliability and Capacity -
Data integrity must be maintained. Information should be stored on the system
for up to 5 years after been used. Users should get warning that data will be
deleted within 4 weeks of warning.
v
6. Usability - Information should be
easy and quick to distribute when using the system. System should offer ability
to export files as PDF files.
v
7. Interactive - System should be an
interactive system for those with permission and not static. So that client
files can be updated easily and quickly.
v
8. Security - Users need to be
correctly identified to provide them access to only information that they need.
v
9. Performance - When a barcode is
scanned, the information should go straight into the database and be assigned
to the correct client and product type.
v
10. Searchability - Users of the system
should be able to use key search terms to quickly find the information they are
looking for within the system.
v
11. Adaptability - Users should be able to filter information
using primary and foreign keys such as Project_ID, Date, Customer_ID,
Company_ID, Location and more.
v
12. Adaptability - Works with windows and
ISO for clients who use both types of devices.
v
13. Recoverability - Undo button within
system if information is accidentally deleted. Previous records of file and
edits made should be easy to find
v
14. Security - Only technicians
should be able to mark a case as completed. All users need to have an approved
account to access relevant information on the system.
v
15. Maintainability - Information within
the database should be able to be altered for administrative purposes by people
with the correct permissions.
v
16. Security - Data should be
encrypted and opened with a password to prevent data breeches.
2.4 TBAMS System Data Flow Chart
Section 3
3.1 Use-Case Diagram
Glossary
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Use -Case Name
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Use-Case-Description
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Participating Actors
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Send Service Request
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Technician sends service request back to
system after working with a client
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Technician
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Scan Barcode
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Technician will scan a bar code when a piece
of equipment is reconfigured to tell the system the equipment's location and
new settings.
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Technician
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Visit Clients
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Go to the workplace to clients who request it.
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Technician
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Fill in Service Form
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If requested to do
so my client.
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Technician
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Input Data into System
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Forms, visit information, contact information
etc
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Technician
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Select Next Task
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Selecting the next available task according to
the system to do list.
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Technician
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Create Service Request
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Create service request for new users.
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Technician
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Enter Work Records
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Technician
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Enter Work History
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System will need to be updated with past
information on clients to give the database its value. Then continue to be
updated.
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Technician
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Edit Service Request Forms/Files
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Updating forms to provide system with up to
date information
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Technician
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View List of Service Request
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See list of available tasks from clients to
do.
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Technician
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Mark Request as Resolved
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Click “resolved” button in system
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Technician
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View Component Information
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View components installed on system. New
hardware can also be added to a client’s file.
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Technician
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Enter Configuration Equipment
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Client hardware and software equipment
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Technician
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Update Standard Component Changes
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Configuration changes made to drives, PCs,
routers, printers and servers.
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All Staff Members
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Contact Technician
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Ping him/her within system.
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Receptionist
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Upload Information to System
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Upload service request and other important
documents to system.
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Receptionist
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Update system
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Update system when client/technician requests
information.
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Receptionist
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Sign Up New Clients
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Sign up new clients to
the system
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Receptionist
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Sign up New Employees
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Sign up new employees
to the system
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Receptionist
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Check in inventory
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Used with barcode
technology
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Receptionist
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View Request
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View status update of all requests to the
system.
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Client/Customer
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View History
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See information on past visits from
Three-Body, correspondence from employees.
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Client/Customer
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Send Service Request
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Send to tell Three-Body to request the visit
of a technician.
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Client/Customer
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Service Request
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Make a request for Three-Body assistance
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Client/Customer
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Mark Request
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Do not respond to request email within 72
hours
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Client/Customer
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Filter Data
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Filter data by permissions, date, company
task, equipment type.
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System
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Search Data
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Search system for user's requested information.
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System
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Display Data
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Display requested data of user on screen
across IOS/android and laptop/tablet/phone.
|
System
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Store Data
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Store request form information, client data
and login details if instructed to do so.
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System
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Send Meeting Confirmation
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Send email/notification to involved users one
hour before start time.
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System
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Filter Tasks
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Filter tasks into "to do",
"active" and "completed"
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System
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Track Hardware Components
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Includes software and hardware installed and
configuration information
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System
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Give Information on Holidays
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Tell employees about upcoming national
holidays
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System
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Present Weather Updates
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Give employees updates on weather by
connecting it to the national system.
|
System
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Analyse Study Information
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Analyse system
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Manager
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View List of Service Request
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See list of available tasks from clients to
do.
|
Manager
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See all Unresolved Tasks
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See tasks on system that have been open over
72 hours.
|
Manager
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3.2 Use Case Diagram for TBMAS System
Detailed
High Level
Section 4:
4.1 Entity/Definition Matrix
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Entity
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Definition
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Employee
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An individual who receives a wage
from the firm for work done. Employee_ID, First_Name, Second_Name, Address,
DOB, Phone_Number.
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Client
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A customer who has a contract for
work with the firm. – Client_ID, Name, Address, Contract_Type.
|
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Service Request
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A request placed on the system by a
user to investigate a faulty software component. Request_ID, Request_Type
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Inventory
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Hardware the company is yet to use
and is currently stored. Inventory_ID, Inventory_Location
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Task
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Job that needs to be completed due
to the presence of a service request. Task_ID, Task_Description
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Software Component
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Any piece of hardware that can be
installed on a system. Hardware_ID, Component_Type
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Configuration
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Information on a client’s system
that the business needs to provide said services such as IP addresses,
usernames, and passwords.
|
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Work Record
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History of the tasks completed by a
particular employee.
|
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Hardware Component
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Make of the Hardware. Hardware_ID
&HardwareType (CPU, Keyboard, Monitor, Hard drive)
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Contract
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Between client and Three-Body
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4.2 ERD Diagram
4.3 Activity Diagram Describing how a
Service Request in Resolved
Activity Diagram Assumptions:
v
I
understand that the diagram should do 100% vertically or horizontally. The
activity diagram above is presented this way to make it easier to view on the
word/pdf document.
v There will be a separate login page
for clients and employees into the system. Done by selecting the “Customer
Login” or “Employee Login” button.
v When an actor logs into the system,
their login credentials will only work in either the “Employee Login” or
“Customer Login” login page.
v When an employee login, the system will
automatically know who they are and provide them with the correct levels of
clearance for the system.
v Both clients and employees will get
three attempts to log in. If they put the wrong password three times, they will
be locked out of the system and will team to contact the IT Team to get a new
password.
v The allocated time will be 30 minutes
before it is escalated.
v
Users
can try to log in three times. If unsuccessful three times, they will be locked
out of the system.
4.4 UML Class Diagram
4.5 Candidate System Matrix
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Candidate 1
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Candidate 2
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Candidate 3
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Candidate 4
|
|
Portion
of System Computerised
Brief
description of that portion of the system that would be computerized.
|
Whole
System
|
Whole
System
|
Whole
System
|
Whole System
|
|
Benefits
Benefits each client would receive due to the implantation of the
system.
|
Manager can
see ongoing completed and tasks that need to be done. - Manager
|
Less
confusion on the field while with clients for the Technician
|
Should be
able to serve clients better due to improved real time information. Will have
easy access to inventory stock levels, and it will be easier to sign up new
clients/employees. -Receptionist
|
Easier to
make a service request - Client
Ability to
track service request - - Client
|
|
Servers and Workstations
Description of the servers and workstations needed for the system to
work
|
Access to
the system via PC. - Manager
|
Mobile
phone/ipad with access to app server. - Technician
Reliable
bar-code scanner - Technician
Access to
the system via PC.- Technician
|
Reliable
bar-code scanner - -Receptionist
Mobile
phone/ipad with access to app server. - -Receptionist
|
Mobile
phone/ipad with access to app server. - Client
Access to
the system via PC. - Client
|
|
Software Tools Needed
Software needed to build the candidate, eg operating system speed and
capacity.
|
SQL
|
Microsoft
Access
|
Database Management System, Tracking System and Operating System.
|
|
|
Application Software
Software that will need to be bought or created for the system to work
|
Application
to allow barcode scanning, tracking of information and submission of service
request.
|
Application
to allow barcode scanning, tracking of information and submission of service
request.
|
Application
to allow barcode scanning, tracking of information and submission of service
request.
|
Application
to allow barcode scanning, tracking of information and submission of service
request.
|
|
Storage Devices and Implementation
Describe how data will be stored, what data would need to be accessed
and what storage capacity is needed.
|
Stored on a
public cloud
|
Service
request history
Client
information
Employee
information
|
-
|
The system
will use a mirroring system to protect the data.
|
|
Input Devices and Implementation
Imput devices needed for the system to work
|
Keyboard,
computer, mobile phone, mouse, monitor, barcode scanner
|
|
|
|
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Method Of Data Processing
Description how each candidate will process data.
|
Remote, on
mobile devices and in real time
|
Remote, on
mobile devices and in real time
|
Remote, on
mobile devices and in real time
|
Remote, on
mobile devices and in real time
|
Section 5
5.1
Two Personas
1.
1.
Jeff,
The hard working, technician of Three-Body
Jeff’s
Story:
Jeff
is a technician working for Three-Body in Cork Ireland. Originating from
Galway, Jeff has lived in Cork for the last nine years. Jeff enjoys his role.
He especially enjoys working with clients and meeting new people. But as the
company and its records grow, Jeff is becoming increasingly frustrated by the
paper system at the company which causes lots of confusion with clients.
Real Quote:
“I love what I do. It is a fantastic feeling
when I successful help a client. I just wish I could spend more time doing that
and less time flicking through paper records for information.”
2.
Kathy, The detail
orientated receptionist/bookeeper Three_Body
Kathy’s Story:
Kathy has been the receptionist of Three-body
for the last four years. In that time her main role has been managing the
service requests that come into the company from clients. She also keeps the
technicians and manager Peter up to date with any developments. She is doing
well with the role but finds the repeated calls from clients about service
requests stressful.
Real Quote:
“My role is
to make the working lives of everyone else easier by providing them with up to
date and accurate information. I make sure that my boss Peter knows what is
going on with the technicians. I also help organise the service
requests from clients in a way that is most efficient for the technicians to
increase the number of clients they can visit”
Psychographic Attributes
●
No social media.
●
Sufficient for the
role but not an IT expert.
●
Receptionist and
HR
●
Prefers more
personal and smaller clients.
●
Fast thinking
●
Loves Newstalk
radio business show.
●
Ms
●
Focused and detail
orientated.
●
Has a degree in
Business Administration.
●
High energy
●
Very extroverted
●
Penny-pincher
●
Someone who shares
●
Cultural
preferences (Country music, horror movies, true crime books etc.)
●
Activity
preferences (rugby, walking, and reading)
|
Demographic Identifiers
●
26
●
Female
●
Ms
●
Business Admin
Level 7. Hr Level 7
●
Business
Administration and HR
●
€32,000
●
Cork
●
Married
●
Ford Fiesta
Goals & Motivations
●
Feels she could have a more challenging role.
●
Feels she does her role to a great standard.
●
Wants more of a say in new hires
●
Would like less
time on the phone with clients and more time to get to know her co-workers.
●
Wants a quicker way of organising inventory.
Tired of hour long searches for items.
|
Their Roadblocks & Challenges
●
Having to stay
late due to paperwork
●
Angry clients on
the phone with her.
●
Lack of
interaction with other employees
|
Goals and Motivations
●
Wants to have more
of a say and feel more valued by the firm.
●
Wants less time on
the phone so she can impact internal meetings.
●
Keen for career
progression and to have more responsibility.
●
Wishes inventory
management was more straightforward.
|
5.2
Scenarios for each Persona
Jeff
the technician of Three-Body
Paul
a project manager at Ruby solutions.
Scene:
Jeff has just arrived at the HQ
of Dublin based company Ruby Solutions, greeted my Paul the PM. Ruby Solutions has
been a customer of Three-Body solutions for 6 months. This is the 3rd
time Jeff has visited the company in the last 2 months due to faulty
configuration settings in the Ruby Solution’s software. The last two times Jeff
has visited he has been unable to fix the software as he had no record on the
previous settings. He suggested rebooting the system but Ruby Solutions rejected
this solution as it would cause a loss in important data. Unawares to the
client, Jeff now has the new TMBAS system at his fingertips and if confident he
has the solution at hand.
Jeff: Hi Paul, how are things?
Paul: I am very stressed Jeff. We are
very behind on a few projects. My manager has been on my case a lot. Let’s go
into the meeting room on your left.
Paul and
Jeff enter meeting room
Paul: I need to be
blunt with you. My manager has said that we need to end our contract with you.
This has gone on long enough. I’m sorry, but you’re not doing what we have
payed you to do. I am thankful that you have not charged us for the last two
visits, but we are losing money due to your inability to solve the problem.
Jeff: I understand your concern. I….
Paul: I don’t think you do. It is my
head on the line if I don’t turn this around.
Jeff: Listen!
Paul: Go on!
Jeff: Over the few months our business
analyst and tech team have been working on a new system. The system allows us
to keep better records of everything we need to help our clients.
Paul: Are you saying you can fix it?
How?
Jeff: Let me explain. Our problem these last few months has been a
struggle to update, maintain and organise our records in an efficient manner.
This new digital system allows me to see all of yours and any other client’s
previous records. For example, configuration details. This makes it simple to
use.
Paul: That does sound useful. What else
does it do?
Jeff: It allows me to track service
request. Oh, I almost forgot! So, can you. Each client will get an account. On
this account, you will be able to make a request instead of waiting for Kathy
to answer our busy phone line.
Paul: Great. I have my laptop. Show me
how it works.
Paul spends
the next 10 minutes with Jeff as they set up the account.
Jeff: Now, you’re all set up.
Paul: chuckles. Now let’s
fix that blooming software.
Jeff gets
the system back online using the details he can read on his iPad.
Jeff:
That’s it.
You’re all set up and I have imputed the information about all the changes into
the system. You should be able to see that on your profile too.
Paul: Great! Everything seems to be
back to normal. Thanks for that. I will check the system out again later.
Paul: No problem. See you.
Jeff: Bye.
Second Scenario
Kathy the Three-Body Receptionist
Wayne the owner of The MagicBox Company.
Scene: Kathy answers a phone call to a very angry Wayne who has
been trying all morning to make a service request.
Kathy: Hello, Three-Body Solutions how
can I help?
Wayne: Finally! I have trying to ring
all morning. I have not been able to get on. We need to buy some new monitors.
Kathy: Sorry about that. It has been a
hectic morning.
Wayne: You’re
telling me!
Kathy:
Sorry again,
as of this morning we have set up a new system. The system would allow you to
make a request online and not have to wait in line on the phone.
Wayne: I wish I
knew that. How can I do that?
Kathy: In about 30 minutes I will be
sending each of our clients a unique link to set up their account for our
system. Can you wait that long or would you like me to do your request on the
phone?
Wayne: I will do it online. I have spent
too much time on the phone already.
Kathy: No problem. Do you need anything
else?
Wayne: No, that’s it. Thanks, bye.
Kathy: Bye
References
Business Analyst Learnings (2019) https://businessanalystlearnings.com/blog/2013/6/23/problem-solving-unveiling-the-multiple-faces-of-the-pieces-framework Date
Accessed Oct 22nd 2019
De Bono Group (2019) Six Thinking Hats
http://www.debonogroup.com/six_thinking_hats.php Date
Accessed Oct 22nd 2019
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