Telecommuter, Inc. Vendor Performance Metrics

via Mobile

Team 1Andrew Wong

Asad SaqibEdward Lewis Jon McDonald

Tina Cheng

May 10, 2014

2

• Executive Summary• Part 1: Business

Requirements• Part 2: Technical

Specification Part 3: Implementation Plan

• Demo• Questions

Project Overvie

w

3

TeleCommuter, Inc. (TC) Background Business Problem Business Solution

SMILE – in-house mobile app MicroStrategy – Business Analytics Workflow

Project Cost and Benefit Success Metrics

Executive Summary

4

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

Telecommuter, LLC Background

5

Project Focus: Home Office IT Installation

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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and increasing operating expenses Current vendor management system is outdated

Problems and Solution

Oper

atin

g co

st

Proposed Solution: Vendor performance web application & mobile app Collect vendor performance metrics on-site for

business analysis Mobile Business Process Management

7

• Business context: “As-is”

and “to-be”• Required Functionality• Business Benefit

Justification & Success Metrics

Part 1Business

Requirements

8

Business context: “As-is” and “to-be”

Current Service

Request Process (AS-IS)

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TO-BE Service Request Process

Business context: “As-is” and “to-be”

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Required Functionality

•Secure Management Information Leading Efficiency Application

SMILE•Data Analytics ToolMicroStrategy

•Backend program and process to integrate systems

Workflow

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Mobile Application Look and Feel

Secure login to protect

company data

Customer

Signoff

Submit Service Rating

Service schedule

Check-InCheck-out

Time submission

12

3

4

56

7

89

12

Web Interface

Assign Vendow

Tentative Web View Design

-TC Staff View

Service request Status

Show Field

Technician

Location on Map

Check in / checkout time

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Vendor Performance Metrics Analytics

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Vendor Performance Metrics Analytics

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Business Process Diagrams

TC Vendor Assignment Process

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Vendor Performance Data Collection – Mobile App

Vendor Performance Ratings Analytics

Business Process Diagrams

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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

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Business Benefit Justification

Cost Saving

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• Enterprise Architectural Approach

• Software Solution

Part 2Technical Specs

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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.

Enterprise Architectural Approach

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Technical Architectural

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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.

Software Components

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• Project Development & Deployment

• Operational Governance• Risk Management• User Enablement• Success Metrics

Part 3Implementa

tion

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Pilot

Phase 1

Phase 2

Part 3: Project Development & Deployment

• 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)

• Overall Project Timeline• Est. completion time

9-months.

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PilotRollout: 8/4/2014

Pilot rollout evaluation report |signoff by

Senior Management: 8/18/2014

Phase 1Go-Live: 8/25/2014

Phase 1 Post implementation

Evaluation signoff by: 9/19/2014

Phase 2Go-Live: 11/26/2014

Phase 2 Post implementation

Evaluation signoff by: 12/23/2014

• Start: 3/3/2014 Completed by: 12/31/2014

• Project Requirement Review & Signoff by Executive Sponsors: 4/7/2014

• Project Sign-off by Executive Sponsors: 11/28/2014

• Old manual process cut-off date: 12/31/2014

Project Overview

Project MilestonesPilo

tPhase 1

Phase 2

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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

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Executive SponsorProject

Steering Committee

Operational Governance

Project

Manager

Chief Software Architect

AWS Specialist

Mobile Frontend Designer

Mobile Software

Developers

Web Application Developers

MicroStrategy

SpecialistBusiness Analyst

IT Support

Training Material

Developer

Vendor Relationship Manager

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Vendor Schedule Conflicts• Vendor Rating by Auto Vendor Assignment• TC Service Rep take over Vendor Assignment

User Adoption and Resistance• Online doc & training videos• Development team meets with IT & Vendor for

feedback• Vendor Relationship Manger

Loss of Connectivity • SMILE will encrypt and store data on device• AWS S3 Logs, RDS DB cache logs • SQL form for manual input

Risk Management

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Data Loss from Cloud Infrastructure • Trusted Advisor service • Stress & elastic load balancing tests• Code moves & server updates require

Change Control Board approval Missed Milestone • Notify management & impacted teams• Key components backed up with rollback

plans

Risk Management

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User Enablement

CommunicationTransitionTrainingOperational Support

Field Technician

s Vendors

TC Service Specialist

TC Business Analyst

TC Managers

Vendors Relationship Manger

Roles

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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.

Success Metrics

32

Demo

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Q & A

Question?

34

Thank You!

SMILE!

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• SMILE• PhoneGap• ZEND• Data Management• Security Consideration• Gantt Chart• Milestones• Success Metrics

Appendix

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Secure Management Information Leading Efficiency Application (SMILE)

Mobile Interface – For Field Technician

Web Interface – For TC Staffs, Vendors & Field Technician

• Collect update-to-date info for service performance measure.

• Collect most accurate and update-to-date info for service performance measure.

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Web Interface – TC Customer Specialist

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Web Interface – Vendor User View

39

Web Interface – TC Customer Specialist

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41

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Data Flow Diagram - SMILEVendor Performance AnalysisDatabase Design Overview

Data Management

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Data Flow Diagram - SMILE

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Vendor Performance Analysis

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Database Design Overview

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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

Security Considerations

47

3 Tier Security Groups

48

Identity and Access Management (IAM) tool

49

Trusted Advisor

Project Gantt Chart

Pilot

Phase 1

Phase 2

50

51

Project Gantt ChartPilot

Evaluation

Phase 1

Phase 2

52Official go-live Phase 211/25/2014

Phase 2 Post implementation Evaluation 11/17/2014

Project Sign-off by Executive Sponsors: 11/28/2014

Old manual process cut-off date: 12/31/2014

Project start: 3/3/2014

Project Requirement Signoff by Executive Sponsors 4/7/2014

Pilot roll-out: 8/4/2014 - Rollout to 3 pre-selected vendors only; New solution will be running in parallel with existing solution.

Pilot roll-out evaluation report 8/15/2014

(Go-NoGo Decision: 8/18/2014 )

Official go-live Phase 1: 8/25/2014

Project Milestones

53

Phase2• Jul-Nov

Phase1• Mar-Jul

Project Plan Recap

Phase1• Mar-Jul

Phase2• Jul –

Nov

Sunset - Old Manual Process •By end of 2014 20152014

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Success Metrics