Coastline Systems Consulting Customer Response System

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Coastline systems consulting
Customer response system
Introduction

In this section you will learn background information that will prepare you to understand and complete each of the milestones of this case study. This information includes a history of the business, a description of the business’s current facilities, and the descriptions of the problems that triggered the project.

Case background

Coastline systems, consulting is a small solutions provider company located in Destin, Florida. The staff of seven IT technicians, designers, systems analysts, and programmers provides a range of networking, computer hardware, and software solutions to area businesses, coastline works with client to analyze their business needs, they then provide a packaged solution that often combines custom-built hardware, purchased software, and custom programming, in addition to the seven technicians, coastline has one receptionist/bookkeeper.

As a small organization, coastline is an informal, ”shirt-sleeve” environment. Everyone is on a first-name basis, even with Pete Charles, the president.

Organization structure

Coastline systems consulting

Information systems facilities

PCs

• Each technician works uses a Dell notebook:

o Pentium III class machines with 128 MB RAM, 10-20 GB hard drives

o Pentium 4 class machines with 512 MB RAM, 30-50 GB hard drives

• The bookkeeper/receptionist has a Dell Optipex desktop running a Pentium 4, 256 MB RAM, and an 80 GB hard drive:

• Operating systems-MS Windows NT 4.0, Windows 2000 Professional, or Windows XP Professional

• Tools-MS Office XP suite plus other software depending on use

• Internet Browser- Internet Explorer(version 6 or higher)

• Various injet and laser printers

Servers

• Dell PowerEdge Server

o 512 megabytes of RAM, 40 GB RAID-5 hard drive storage

o Operating system-MS Windows 2000 Server

o Providing DHCP, Security, and internet Access, and Database Management(SQL Server 2000)

• Dell PowerApp Appliance Servers

o Providing Webhosting

o Operating system-Windows 2000 Server with IIS

Networking

• The company headquarters is equipped with wireless networking so notebooks can roam throughout he building. Notebooks also have integrated Ethernet NICs and modems so they can connect to the Internet at home and at clients’ palaces of business.

The problem

The it technicians are drowning in a sea of work and work for clients is not being done in an optimum manner. Clients call and e-mail both to the general office and to individual consultants whenever they have any kind of hardware or software problem. Consultants manage the request that come directly to them. Kathy Frey, the receptionist/bookkeeper, passes on request that come through the general office. If the problem is complex it may require multiple trips, and the technician has to keep track of what he or she has done to try to fix the problem. Sometimes a second technician has to be dispatched, necessitating communication concerning the previous work.

|PROBLEMS, OPPORTUNITIES, OBJECTIVES, AND CONSTRAINTS MATRIX | | CAUSE AND EFFECT ANALYSIS |SYSTEM IMPROVEMENT OBJECTIVES | |Problem or Opportunity |Causes and Effects |System Objective |System Constraint | |1. The IT consultants |1. Client’s system configuration is not tracked; |1. Allow clients to submit and |1. Project cannot exceed | |are drowning in a sea of |consultants often have to make multiple trips to the|track requests via the Internet. |$50,000 without owner’s | |work, and work for |field. |2. Eliminate duplication of...
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