IRTC Manufacturing Enterprises Case Studies -- Custom Term Papers, Research Papers, Case Studies & Essays
Your company, IRTC Manufacturing Enterprises, is upgrading its legacy
billing system. The system was installed originally ten years ago, and has
been upgraded according to the vendor's schedule, each one taking 9-12 weeks
in duration with a team of 2 full time employees (FTE's).
IRTC will be doing a major upgrade now for the new web-based version of the
system, in addition to the mainframe legacy system update. It is anticipated
that this upgrade will take 16-20 weeks in duration; however, everyone has
agreed that a more formal scheduling process should be completed which may
change the duration estimate.
The project will involve significant changes to existing business processes,
changes to existing jobs, as well as the creation of several new positions.
Customers will be able to view and pay their bills on-line, accessing a
billing customer service agent when needed. This change, which will affect
both the billing and customer service departments, is expected to reduce
costs, improve customer satisfaction, and reduce the number of days for
outstanding accounts receivable. The existing customer service staff has
some proficiency with web applications, but the billing staff does not.
To date, the Billing Department has owned the applications, and the director
of the department has been the sponsor for all upgrade projects. For this
upgrade, however, the chief operations officer has indicated that the
Customer Service Department also needs to play a major role. It will be up
to you to determine the project sponsor and steering committee structure and
participants. You will do this during the initiation phase.
You have been chosen to be the project manager; you will be on the project
30 hours a week and your rate is $125 per hour. You have significant
experience with the system and have managed previous upgrade projects. You
have acted as a business analyst, developer, and tester for projects on this
package in the past.
You will select your team, which will consist of several IT staff,
supplemented by staff from the vendor. You have been told you can have up to
2.5 IRTC FTEs, in addition to yourself, for the duration of the project.
(The list of available people is described in the Phase Two task.)
The vendor's role is to be determined by you; their consultants cost $140 an
hour for business analysts, $120 an hour for technical architects, $100 an
hour for programmers or testers, and $90 an hour for instructional
designers, trainers, or technical writers. You have a budget of $100,000 for
vendor resources.
You may supplement your team with vendors based on the holes in your IRTC
team. For example, you may choose to have the vendor provide programmers if
you choose not to have any of the internal staff provide programming
resources, if your budget permits.
You will follow your organization's standard methodology for a package
upgrade. Part of that process includes the development and delivery of
documentation and training materials--a responsibility generally filled by
the IRTC IT training group. You have access to .5 FTE for the duration of
the project to develop and deliver the materials. The person with the most
experience on the package and current training/documentation will be
unavailable to the project due to other projects; however, the vendor has
adequate materials that can be purchased for an additional $6,500. You will
need to determine the training needs, analyze the costs associated with each
option, and determine the project's scope.
With this version, the vendor also has another software add-on that supports
the integration of your existing customer service system with the billing
system's customer service functions. There is not a decision yet as to which
customer service system will be used, whether or not they will be
integrated, and the extent to which customer databases will be integrated
(if at all).
According to the vendor, the installation of the add-on will cost $25,000
and take an additional four weeks
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