March 13, 2002
Giant Computers Case
The Giant Computers case is designed for use during the first half of the course, providing a setting for the use of several tools. The case writeup contains instructions for an in-class project on the first day of class. Attach a cover page to the case for each team, either with preassigned team members or space for the team members to write their names.
Sample solutions are included for the tools in the following Word files:
- Giant Computers F C Matrix
- Giant Computers Problem Chain
- Giant Computers SDLC Phases
- Giant Computers Use Cases
- Giant Computers Use Case Diagrams
Diagrams of the existing and proposed systems are included in the following PowerPoint file:
- Giant Computers Case Diagram
Giant Computers
Giant Computers develops and manufactures several hundred hardware and software products. Hot line support is available for all customers and all products. Twenty full time customer support reps (CSRs) answer hot line calls in two shifts. Giant currently has an automated system that keeps track of customer calls, but there is no storage for the types of problems or solutions suggested. Without this information, CSRs waste hours solving a problem that has already been solved by another CSR. The only knowledge sharing among CSRs is informal; they contact CSR friends for help or seek out CSRs known to be experts on particular products.
In the past year the number of products to support has increased 20%. The CSRs are frustrated with trying to keep up with all the new products. The CSR manager has requested an expansion of the automated call tracking system to provide feedback on each of the problems faced and solved. An automated knowledge base of problems and solutions will allow CSRs to quickly check to see if the problem has been previously logged and, if so, provide the answer already given by a colleague or join forces with a colleague already investigating the problem. As a way to gain upper management support for the system expansion, the CSR manager has enlisted the help of the head of Research and Development (R&D) by explaining that the knowledge base can provide information to R&D about recurring product problems and possibilities for improvements. Figure Giant 1 contains a graphic overview of both the current and proposed systems.
The CSRs are eager for any time-saving help, since they are extremely busy. The call tracking system that has been up and running for a year is a big improvement over the manual record keeping they previously used. The extension to provide a knowledge base is viewed as potentially even more beneficial. R&D engineers also see the system as a benefit in their new product planning and design.
The Information Services manager has assigned a new programmer analyst, Ginny, to the system. Ginny's plan is to:
- Take time to get it right the first time; this is a key system for Giant to meet its strategic objectives.
- Develop the extension herself after talking with one of the CSRs who has been here the longest and knows CSR procedures best.
- Make the front end changes in Access/Visual Basic since that is the database management system used for the current tracking system, and add an Oracle back end for faster processing.
- Present a complete new system in two months and begin training CSRs.
Group Problem 1 Instructions
Since every system project is different, you must pay attention to what is important in each situation. This exercise requires a quick review of a situation and then a group effort to evaluate an inexperienced analyst's plan to remedy the situation. Please follow the step-by-step directions below to create a presentation that your group will make to class in twenty minutes. (The steps take you through a short version of the Nominal Group Technique, a structured brainstorming method designed to improve creativity and decision making. This technique is explained in the text in Chapter 5.) You will be reminded of the time as we go along so you can move from one step to the next on schedule.
Step-By-Step Instructions
Step 1 Individual Listing (5 minutes)
Write down as many advantages and disadvantages of Ginny's plan as you can. During this time do not talk to anyone else in the group or look at each other's lists. Think of as many ideas as you can without evaluating the importance of each.
______
Step 2 Group Listing (5 minutes)
Appoint a group recorder and go around the group, listing one advantage from each person and one disadvantage. Go around the group repeatedly until everyone's ideas have been listed. Do this as rapidly as possible, without criticizing any of the contributions. Feel free to add to your own list when another contribution gives you an idea. Remember the point is to generate as many group ideas as possible—not to see how well any individual performs.
______
Step 3 Ranking and Arriving at a Group Decision (5 minutes)
At this point you may decide to organize your lists by identifying several categories and listing ideas under the appropriate categories. This should be done if your group can agree on the categories and finds this helpful in checking the list for completeness.
Next, each individual chooses the three most important advantages and three most important disadvantages to Ginny's plan. Score the most important 3, the next 2, and the next 1. Give no scores to those not in the top 3. The group recorder then calls on each member individually for their scores. After recording all scores, total the scores and identify the top 3 on the group lists.
Given the advantages and disadvantages you have identified in Ginny's plan, should she proceed or not? What, if any, major changes would you recommend in her plan? A quick nominal group process might help surface several ideas to consider: each person quickly note ideas and then share recommendations in a round robin fashion with the group.
______
Step 4 Presentation Package (5 minutes)
Write your top three advantages and disadvantages on a transparency. Select at least three group members to present your choices to the class, covering the following:
- Introduce all group members.
- State the advantages and disadvantages of Ginny's plan.
- State the group's bottom line: should she or shouldn't she proceed as planned? If not, what would you recommend?
- Briefly explain the group rationale for your choices.
- Comment on whether the nominal group technique helped surface more ideas than an unstructured process might have and whether arriving at a group consensus was easier or harder following this approach rather than an informal discussion.
______
TURN IN: 1. the cover page with your group names, and your pen.
2. your messy or not so messy notes (recorder's copy)
3. your transparency