Table of Contents
1. Executive Summary………………………………………………………………Page 4
2. Project Charter…………………………………………………………………….Page 6
3. Project Value Statement…………………………………………………………Page 12
4. Project Strategy Statement (System Objectives)…………………………...Page 12
5. Project Methodology……………………………………………………………..Page 13
5.1 Project Management Methodology
5.2 Work Breakdown Structure
6. Business Requirements And Rules…………………………………………...Page 21
6.1 Actor Glossary
6.2 Context Diagram
6.3 Use-Case Glossary
6.4 Use-Case Narratives
7. MS Project Baseline Plan
8. Data And Entity Models
8.1 Context Data Model
8.2 Key-Based Data Model
8.3 Fully-Attributed Data Model (Entity Relationship Diagram)
9. Data Flow Diagrams
9.1 Context Data Flow Diagram
9.2 Functional Decomposition Diagram
9.3 Event-Response / Use-Case List
9.4 Event Decomposition Diagram
9.5 External Event Diagrams
10. Process Model
10.1 Data Flow Diagram (DFD)
11. System Alternative Assessment (Use Template In Doc Sharing)
11.1 System Alternatives
11.2 Feasibility Analysis
11.2.1 Operational Feasibility
11.2.2 Technical Feasibility
11.2.3 Economic Feasibility
11.2.4 Schedule Feasibility
11.2.5 Feasibility Matrix
11.3 System Alternative Selection
12. Technical Requirements And Assumptions
12.1 General Overview
12.2 Facilities
12.3 Technology Overview
12.4 Technical Costs – Summary
13. Analysis Of Needs Vs. Capabilities Of Contractors
14. Project Risk Analysis And Risk Mitigation Plan
14.1 Project Risk Analysis
14.2 Project Mitigation Plan
15. Project Cost, Staffing, Resources, Dependencies & Schedule
15.1 Staffing Costs
15.1.1 Resource Rates
15.2 Schedule
15.3 Dependencies
16. Integration Of Internal & External Systems
17. Systems Administration, Security, Backup And Recovery
17.1 Systems Administration
17.1.1 Administration – Policies
17.1.1.1 Training
17.1.1.2 Documentation
17.1.2 Administration – Technical
17.2 Security
17.2.1 General
17.2.2 Systems Access Standards
17.2.2.1 Customer Sales Access
17.2.2.2 Client Access
17.3 Administration – Hierarchy
17.3.1 Network Security
17.3.1.1 Firewall And Intrusion Detection/Protection
17.3.2 Backup
17.3.2.1 Backup Policy Procedures
17.3.2.2 Business Continuity
18. Scope Change Documentation
18.1 Scope Change Management
References
1. Executive Summary
Telephone, cable and high speed internet continually evolve daily. What was once an era of only providing basic cable, dial-up internet, and basic phone service has since turned into not only providing those basics, but also providing High Speed Internet, VoIP, digital cable, home phone service, etc. If Star Telephone Corporation can accomplish the task of overhauling their network infrastructure to maximize the services they currently provide, improve customer relations and incorporating a single interface to maintain the customer database, it would provide them a favorable means of increasing customer base while also maintaining the current customers.
The current business problem for Star Telephone Corp. is having the desire to grow and expand the quality of services provided to their customers as well as continue to grow their customer base; although currently the network is not capable of delivering on the expectations. They are having some issues with accomplishing this task because the current network for Star is antiquated and depends on a dial-up infrastructure which is not capable delivering higher speeds. They also have outdated equipment and cables which has led to frequent outages.
In an effort to diminish the current issues, Star Telephone Corp. wants to eliminate the current level of customer dissatisfaction, provide faster high speed internet service and improve the quality of service by updating the network. Our consultant team will deliver a plan and design of a new Information Systems Network for STC by the end of June 2013 that will revolutionize the way the organization operates and performs customer service support. The new network plan will provide a more robust, reliable, redundant, and secure information network services for STC’s customer service support staff located at the headquarters building and field technicians on the road.
The new information system planning will be conducted in accordance to the requirements outlined by STC and following the standards outlined by the ITIL (Information Technology Information Library) best practices for information technology projects. The network planning will include plans for the replacement of the network cabling (Backbone and LAN), the installation, testing, programming, configuration, and tuning of new network devices/equipment and their associated network protocols deemed necessary for the fulfillment of the client requirements.
This project will provide solutions to the three reported issues, slow response times, improved centralized database system to more efficiently maintain personal customer information, updated network infrastructure. Customer service representatives as well as field technicians will be able to provide real time reports updating the status of existing work orders as well as requesting additional support when needed. The database will reflect updates to customer demographic information such as name, address, phone number and email addresses, account information including balance and payments.
The product delivered will meet all the specifications as outlined in the in the System Requirements Specification document at or below the established budget cost by the end of June 2013. The new network will increase customer satisfaction by 5 points by the end of year 2014 and will deliver a compelling user experience that raises customer approval ratings by 100% over the previous information system. The new network plan will challenge your customer service team to increase their customer service transactions ratio from 30 percent to 45 percent and improve the customer satisfaction survey responses. The new network solution will provide the organization a Return of Investment (ROI) by the end of calendar year 2015.
2. Project Charter
Project Name / Star / Project # / STC-0506Project Managers / Prioritization / High
Owner(s) / Star Telephone Corporation / Start Date / May 6, 2013
Scheduled Completion Date / June 30, 2013
I. Project Objectives
The main objective of Star Telephone Corp. is to provide a more efficient way of doing business and to better service their clients and their employees at the same time. A byproduct of this change will be the improvement in services provided. This will not only improve the relationship between the organization and its employees, it also improves the relationship between Star and their customer base. There are a few ways success will be measured for this project:
· Increase customer base by at least half of the current customer base within the year
· Decrease in errors billing
· Increase revenue during the fiscal year
· Evaluate and develop professional reporting functionality
· Improve customer support
· Maintain Client information in a central database
II. Problem Statement
Star Telephone Corporation is currently losing their customer base and failing to obtain new customers due to the products and services offered by their competitors. They are in need of an overhaul to the current network allowing them to provide high quality service to the customers.
III. Initial Scope of the Project
Star Telephone Corp. will overhaul the current network by installing updated cable lines as well as field equipment. Development of a centralized service platform will also be included in order to store customer information that will also allow more efficient communications between technicians, billing department as well as customer support. The project will be complete by June 30, 2013.
IV. Project Vision
Successful completion of this project will allow Star Telephone to improve quality of customer service and support provided as well as improves internal communications between service technicians and the billing department.
V. Business Constraints
Business constraints directly affect the success or failure of any project. Current constraints faced by Star are:
Ø Budget limitations – Star is currently losing money each day, so the need to be as cost effective will be imperative.
Ø Scheduling – Each phase of this project will need to have a specific timeframe defined and adhered to as much as possible. The overall timeframe will need to be met in order to keep from creating additional budgetary issues.
Ø Training – This will be a completely new system for the staff to learn therefore, timely and effective training will need to be scheduled to train all employees appropriately.
VI. Technology Constraints
There is a vast variety of possible technological constraints that could have an effect on a network.
v Testing – with a new network being implemented, it will need to be thoroughly tested to ensure there are no underlying issues that will occur during migration.
v Application issues – While there is no current application in use, there would need to be one that will be compatible with the network being built as well as user friendly for the staff.
v Equipment – Star will need to thoroughly evaluate the use of all equipment with the new network.
v Limitations in personnel – Does the current staff have the technological expertise to successfully assist with the upgrade?
VII. Project Strategy
This project aims to improve the current network infrastructure for Star Telephone Corp. Its objectives are to:
- Increase customer satisfaction
- Increase customer base
- Decrease errors in billing
- Improve customer support
- Increase the industry rating
VIII. Project Documentation and Communication
One of the most important factors in any project is the level of communication as well as maintaining proper documentation throughout all steps in the project life cycle. In an effort to maintain the highest level of communication, the project team will have at minimum, one weekly meeting involving all members of the team, project updates and milestones will be provided via email to all team members and management and at least one conference call weekly that will include management, which ensures that they are remaining current on all aspects of the project.
Documentation will consist of identifying the milestones to be accomplished as well as the appropriate timeframes involved to accomplish them. The milestones will also include who is responsible for accomplishing it and any associated costs involved. There will also be documentation for any changes that may occur during any and all phases of the project.
IX. Project Organization and Staffing Approach
The network planning will include plans for the replacement of the network cabling (Backbone and LAN), the installation, testing, programming, configuration, and tuning of new network devices/equipment and their associated network protocols deemed necessary for the fulfillment of the client requirements. As seen in the diagram above, the STC Project Manager will receive reports from each departmental manager for hardware, software and database in order to stay abreast of any accomplishments, changes or road blocks that may occur. Each manager will have their assigned team members assisting with focusing each specific aspect of the project.
3. Project Value Statement
In any industry, there are competitors that are fighting to obtain the same business you already have. Increased competition from satellite and phone companies offering TV service is the main reason that cable companies are losing customers (Reardon, 2011). The competition moving forward by is improving networks, improving quality, offering bundling packages and offering solutions to the customers that reduce their time on the phone.
In order to successfully grow STC, there will need to be special focus on the potential areas of improvement, such as the outdated network, equipment failures, and poor customer service. With the prospect of these improvements, STC stands to increase their coverage area, decrease the number of customers switching to another carriers and a decrease in the need to send field technicians onsite.
Implementation of a new network will not only revolutionize the operations of the company, it will also provide an Administrative Services Intranet that will facilitate the organization’s administrative support functions (instructions, forms and information) for the whole organization, therefore, streamlining processes and improving service. It allows for faster data transfer and better cable signals that stream from STC to the end user with no interruption in service.
4. Project Strategy Statement
To design, plan and implement a new state of the art information system network that will comply with all required industry regulations and provide a more robust, reliable, secure, scalable and efficient network infrastructure that will enhance the quality of service for the organization and its customers.
5. Project Methodology
PPDIOO Lifecycle Approach to Network Design and Implementation
Figure 1: PPDIOO Phases Diagram
It’s is important to realize that most systems, including network systems, follow a cyclical set of phases, where the system is planned, created, tested, and optimized. For that reason the methodology that will be utilized for the Star Telephone Corporation (STC) is the PPDIOO. PPDIOO stands for Prepare, Plan, Design, Implement, Operate, and Optimize. PPDIOO is a Cisco methodology that defines the continuous life-cycle of services required for a network (Sivasubramanian, Frahim, & Froom, 2010). Projects that use the PPDIOO define their methodology in six phases that will encompass related activities within the project. The PPDIOO methodology approach refers to a set of phases for the life-cycle of a network.
PPDIOO Phases
The PPDIOO phases are as follows:
· Prepare: Involves establishing the organizational requirements, developing a network strategy, and proposing a high-level conceptual architecture identifying technologies that can best support the architecture. The prepare phase can establish a financial justification for network strategy by assessing the business case for the proposed architecture (Sivasubramanian, Frahim, & Froom, 2010).
· Plan: Involves identifying initial network requirements based on goals, facilities, user needs, and so on. The plan phase involves characterizing sites and assessing any existing networks and performing a gap analysis to determine whether the existing system infrastructure, sites, and the operational environment can support the proposed system. A project plan is useful for helping manage the tasks, responsibilities, critical milestones, and resources required to implement changes to the network. The project plan should align with the scope, cost, and resource parameters established in the original business requirements (Sivasubramanian, Frahim, & Froom, 2010).
· Design: The initial requirements that were derived in the planning phase drive the activities of the network design specialists. The network design specification is a comprehensive detailed design that meets current business and technical requirements, and incorporates specifications to support availability, reliability, security, scalability, and performance. The design specification is the basis for the implementation activities (Sivasubramanian, Frahim, & Froom, 2010).