BACKGROUNDBACKGROUND RestoreTech is a small computer repair business that has been servicing the Houston area for seven years. It’s customer base is predominantly private citizens. RestoreTech hopes to attract corporate customers and expand the business. Currently the system is totally manual. Job requests are received by walk in customers who fill in paper request forms. These forms are filed along with receipts from the register.
Business Need This project was initiated to accomplish the following: This project was initiated to accomplish the following: Improve efficiency in day to day operations Increase sales and profits while reducing costs Increase the client base, specifically targeting corporate customers Improve record keeping by use of paperless data storage. Better position the business to compete in the market Provide an online presence This project was initiated to accomplish the following: This project was initiated to accomplish the following: Improve efficiency in day to day operations Increase sales and profits while reducing costs Increase the client base, specifically targeting corporate customers Improve record keeping by use of paperless data storage. Better position the business to compete in the market Provide an online presence
Business Requirements To improve operational efficiency the system should prioritize jobs based on customer type (private or corporate), request date and type of service required. Jobs should be distributed to technicians based on area of specialty. Using the web customers should be able to place and track service requests and modify customer information The system should provide Inventory Management by raising automatic re-order notification based on predefined reorder levels
Business Requirements The system should: Allow suppliers to update account information and send notification of promotions and discounts Generate invoices for customers Allow for paperless recording keeping Generate reports to aid in marketing and strategic business planning
Business Requirements The system should: Maintain employee information Generate technicians monthly delivery rate for calculation of yearly bonus Generate customers’ service request rate to allow for discounts Allow customers to submit compliments and complaints
BUSINESS VALUE Implementing this system would minimize the manual processing of service requests Allow for secure and efficient storage of data. We expect that RestoreTech ® will increase sale by reducing lost sales due to lack of name recognition, out of stock parts, late deliveries because of job overloads and other operational issues.
Business Value - Tangible $50,000 from new private customers Estimated that increased marketing and web presence will increase private customer base by 40% $250,000 from Corporate customers $250,000 from Corporate customers Estimated based on securing 25 annual contracts of $10,000 each $25,000 from existing customers Calculated based on lost sales figures (15%) and expected increase business due to customer satisfaction (5%). $5,000 in savings retained due to discounts from bulk ordering Conservative estimate of tangible value include:
INTANGIBLE VALUE Customer Satisfaction due to increased efficiency and faster deliveries. Name Recognition due to web presence and customer marketing Employee satisfaction due to better job assignments and bonus calculation Entrance into new area of market (service to corporate customers) and opportunity for expansion Improvement in service delivery spurred by customer compliments and complaints
Issues and Constraints Ability to maximize the full potential of the system depends on the underlying network infrastructure. Development of a fully functional e- business is not within the scope of this project but can be a future endeavor. The system should be ready for testing by march 31 st 2009 and fully operational by May 20 th 2009. Proposed budget range: 100,000 – 200,000 dollars.