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This subject is a group project, conducted under the supervision of an academic staff member(s). Staff members will prop...
SITACS School of Information Technology & Computer Science IACT451 IT Project Subject Outline Autumn/Spring Session 2005 - Annual Head of School –Professor Philip Ogunbona, Student Resource Centre, Tel: (02) 4221 3606
GENERAL INFORMATION Subject Coordinator/Lecturer: Telephone Number: Email: Location:
Mr Tim Coltman 02 4221 3912
[email protected] Building 3, Room 216
Tim Coltman Consultation Times During Session Day Tuesday Thursday
Time 2:30 – 4:30 2:00 – 4.00
Subject Lecturer: Telephone Number: Email: Location:
Associate Professor Peter Hyland 02 4221 3759
[email protected] Building 3, Room 104
Peter Hyland Consultation Times During Session Day Tuesday Wednesday
Time 9:30 - 11:30 10.30 - 12.30
Subject Organisation Session: Credit Points Contact hours per week: Lecture Times & Location: Tutorial Day, Time and Location can be found at:
Autumn Session, Wollongong Campus 12 credit points 1 hr lecture, 2 hr tutorial Tuesday 13:30-14:30, 67.102 http://www.uow.edu.au/student/sols/timetables/index.html
Students should check the subject’s web site regularly as important information, including details of unavoidable changes in assessment requirements will be posted from time to time. Any information posted to the web site is deemed to have been notified to all students.
Content This subject is a group project, conducted under the supervision of an academic staff member(s). Staff members will propose real-world IT projects ranging from the selection and implementation of IT to the development and implementation of software systems. Involves: project planning, group coordination, seminars and individual presentations, research of proposed application domain, preparation of reports and, depending on the project, various system development methodologies. Students will form teams, each of which will design, implement and document a solution to one of the proposed projects. Teams will meet weekly with supervisors to discuss progress and problems.
Objectives On successful completion of this subject, students should be able to: 1. Gather necessary information about the domain of their problem 2. Develop a project plan for a small group working on an IT problem 3. Execute that plan to produce a viable solution to an IT problem 4. Communicate effectively (both orally and in writing) the results of their investigation 5. Communicate effectively with their team members.
This subject outline can be found at http://www.sitacs.uow.edu.au/current/subject_outlines
Attendance Requirements It is the responsibility of students to attend all lectures/tutorials/labs/seminars/practical work for subjects for which you are enrolled. No class and/or tutorial registers will be kept.
Method of Presentation Lecture Schedule Week
(Subject to Variation)
Topic
Comments + Readings
1 2 3 4
Introduction Recap session 1 Why outsource? Developing a RFP: critical success factors and criteria
5
Issuing the RFP and evaluating responses
6 7 8 9 10
Defining a service level agreement Training plan Managing organisational change, resistance and conflict Achieving results: principles for success R E C E S S Handover plan
No tutorial Review session 1 assignments Horine (2005); Davenport (2005) Jae-Nam Lee et al. (2003) McFarlan & Nolan (1995); Iacovou & Dexter (2004) Hartman and Ashrafi (2002); Gillard (2004); Morris (1996) Student Project Student Project Student Project Student Project
11 12
Evaluating project performance Project presentations
13
The project profession + review
Student Project (Draft RFP and Training Plan Due) Student Project Student Presentation (Final Project Report) No tutorial
Lecture Schedule for period 18 July – 24 October to be announced in Week 1 of Spring Session 2005 It should be noted that according to Course Rule 003{Interpretation Point 2 (t)} each credit point for a single session subject has the value of about two hours per week including class attendance. Therefore, the amount of time spent on each 6 credit point subject should be at least 12 hours per week, which includes lectures/tutorials/labs etc
Subject Materials There is no compulsory textbook for this subject. However, students will find the following texts useful: Jack T. Marchewka (2003) “Information Technology Project Management” John Wiley & Sons, USA. Kathy Schwalbe (2004) “Information Technology Project Management” 3rd Edition, Thomson Course Technology, Canada. Gopal K. Kapur (2005) “Project Management for Information Technology, Business and Certification” Prentice Hall New Jersey, Columbus, Ohio. Project Management Body of Knowledge (PMBOK), http://www.projectsmart.co.uk/pmbok.html These readings/references are recommended only and are not intended to be an exhaustive list. Students are encouraged to use the library catalogue and databases to locate additional readings.
Assessment This subject has the following assessment components. Assessment Items & Format Percentage of Final Mark
Due Date
1. Individual Online Activities 5% Week 4 2. Interim Project Team Report 25% Week 12 – Autumn Session 3. End of Autumn Session Exam 20% Exam Week – Autumn Session 4. Individual Outcomes Report 10% Week 12 – Spring Session 5. Final Project Team Report 25% Week 12 – Spring Session 6. End of Spring Session Exam 15% Exam Week – Spring Session This Assessment Schedule Covers Both Autumn and Spring Sessions 2005
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This subject outline can be found at http://www.sitacs.uow.edu.au/current/subject_outlines All students will be required to submit work for all assessable components of the course. Penalties will apply to all late work, except in the case of protracted (and certified) illness. One mark will be deducted from work for each week day it is overdue. All assessment must be completed. Failure to comply may result in a fail grade being recorded. • Submitted material will be returned. • Plagiarism may result in a FAIL grade being recorded for that assessment task. All written work will be graded with the following criteria in mind: 1. the extent to which the question has been correctly interpreted and answered; 2. Originality; 3. Demonstrated understanding of the main concepts of the course; 4. Clarity and structure of written work and oral presentations; 5. The level of communication skills demonstrated 6. Awareness of the literature; Tutorial Structure Tutorials in weeks 2, 3, 4 and 5 will have assigned reading tasks. The remaining tutorials (weeks 6-11) will be devoted to project work. Each group will have an appointment with the tutor every second week; this time (approximately 20 minutes) will be used for asking questions and to present progress reports. The last 15 minutes of each tutorial will be allocated as open time for general discussion.
Notes on Assessment Final Project Team Report & Presentation (25 percent) Due: in Week 12 Spring Session Each student project team is to provide a report and deliver a 15-minute presentation on their findings in Week 12 – Spring session. The board of directors at XYZ Insurance have met and approved your proposal for a new Lifexpress system. However, the board feels that the company does not possess the specialised skills and capabilities to build the system in-house and therefore, require assistance from an outside vendor and/or contractor. The board require three further (well written) deliverables: (1) a detailed request for proposal (RFP), (2) an appropriate training document, and (3) project closure and evaluation criteria Draft RFP & Training Document Due: in Week 10 Spring Session An RFP (Request for Proposal) is a document commonly written by a company seeking bids from potential vendors on a project. As with any complex project, an RFP requires clear communication between the client and web developer in order for the client to receive accurate bids. The RFP serves as a base line of project requirements on which competing vendors may price their services. Proposals shall contain, but are not limited to, the following sections: • Project Scope o A brief background of your company. o A brief description of this project o Budget and time frame • Target audience o Demographics o Comfort level with technology o Audience base • Design requirements • Technical infrastructure requirements • Functionality/programming requirements • Production/integration requirements • Project Management In preparation for completion of hardware and software installation a training document will be require to support implementation.
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This subject outline can be found at http://www.sitacs.uow.edu.au/current/subject_outlines Project Closure and Evaluation Criteria Due: in Week 12 Spring Session All work completed in session 1 and 2 should be aggregated into the final plan. Additionally, it is critical that the final plan communicate how the project will be evaluated against its original business case, project plan, budget, time-scale and tolerances. Individual Outcomes Assessment (10 percent) Due: in Week 12 Spring Session Each team member will be assigned a role in the project by the tutor. Each role requires the student to work on different tasks. Although these roles vary, the success of the project will depend upon your ability to co-operate with team members in order to achieve the common goal. In particular you must ensure that the project sponsor (i.e., your tutor) is aware of progress on the project. During the session you may choose to manage this process with regular project reviews (e.g., held each fortnight with the project sponsor), after each meeting you might decide to prepare and post to WebCT the "Minutes of Meeting" etc. Students should ensure that this role is shared evenly. The complete set of "Minutes" must be appended to this report/assessment. Students will also be required to provide a written individual report that outlines the work undertaken by each group member and their overall contribution to the outcomes achieved. This process report is designed to support evaluation of your contribution and your overall ability to understand and apply the concepts learnt during the session. A ‘Process Report’ template will be provided in week 1 spring session. End of spring Session Exam (15 percent) The spring session exam will comprise multiple choice and short answer questions. The multiple-choice questions will test for knowledge, comprehension, and application of terms, concepts, and facts. In addition to the testing for knowledge, the short answer questions will be concerned with your ability to analyse and evaluate the risks facing modern organizations. Tutorial Readings Davenport T. (2005) “The Coming Commoditization of Processes” Harvard Business Review (July) 101-108. Gillard S. (2004) “IT Project Management: a conceptual view” Journal of American Academy of Business Hartman F. and R. Ashrafi (2002) “Project management in the information systems and information technologies industries” Project Management Journal, 33(3). Horine (2005) “Absolute Beginner’s Guide to Project Management” Que Publishing, Chapter 16 p201-211. Iacovou & Dexter (2004) “Turning Around Runaway Information Technology Projects” California Management Review, 46(4):68Jae-Nam Lee Et al. (2003) “IT Outsourcing Evolution – Past, Present and Future” Communications of the ACM, 46(5):84-89 Acquisition of ICT Guidelines (2004) Department of Commerce McFarlan & Nolan (1995) “How to Manage an IT Outsourcing Alliance” Sloan Management Review Morris (1996) “Project Management: Lessons from IT and Non-IT Projects” Further requirements/details will be advised in tutorials.
Additional Information Students must refer to the Faculty Handbook or online references which contains a range of policies on educational issues and student matters.
Supplementary Exams While the School normally grants supplementary exams when the student does not sit the standard exam for an acceptable reason, each student is treated as an individual case and there is no guarantee a supplementary exam will be granted. If a supplementary exam is granted the date will be determined by the University via ARD. You will be notified via SOLS Mail the time and date of this supplementary exam. You must follow the instructions given in the email message.
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This subject outline can be found at http://www.sitacs.uow.edu.au/current/subject_outlines
Please note that if this is your last session and you are granted a supplementary exam, be aware that your results will not be processed in time to meet the graduation deadline. This outline should be read in conjunction with the following documents: Code of Practice - Teaching and Assessment http://www.uow.edu.au/handbook/codesofprac/teaching_code .html Code of Practice - Students http://www.uow.edu.au/handbook/codesofprac/cop_students. html Acknowledgement Practice Plagiarism will not be tolerated http://www.uow.edu.au/handbook/courserules/plagiarism.htm l Special Consideration Policy http://www.uow.edu.au/handbook/courserules/specialconsider ation.html Non-Discriminatory Language Practice and Presentation http://staff.uow.edu.au/eeo/nondiscrimlanguage.html Occupational Health and Safety http://staff.uow.edu.au/ohs/commitment/OHS039ohspolicy.pdf SITACS Computer Usage Rules http://www.itacs.uow.edu.au/info/current/support/labs/rules.s html SITACS Student Guide http://www.itacs.uow.edu.au/info/current/regulations.shtml SITACS Subject Outlines http://www.itacs.uow.edu.au/info/current/subject_outlines/
IACT451 Subject Outline, Autumn/Spring Session 2005
Key Dates http://www.uow.edu.au/student/dates.html Information Literacies Introduction Program http://www.library.uow.edu.au/helptraining/workshops/il ip/ Student Academic Grievance Policy http://www.uow.edu.au/handbook/codesofprac/cop_supe rvision.html#8 Code of Practice-Honours http://www.uow.edu.au/handbook/honourscode.html Intellectual Property Policy http://www.uow.edu.au/research/researchmanagement/1 998IP.html SITACS Internet Access & Student Resource Centre http://www.sitacs.uow.edu.au/info/current/internet_acces s_and_resource.shtml SITACS Style Guide for Footnotes, Documentation, Essay and Report Writing http://www.sitacs.uow.edu.au/info/current/styleguide.pdf Informatics Faculty Librarian, Ms Annette Meldrum, phone: 4221 4637,
[email protected] Code of Practice-Research http://www.uow.edu.au/handbook/codesofprac/cop_rese arch.html
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University of Wollongong IACT451 IT Project Interim Report (Autumn Session)
Version 1.0 Lasted Update: Thursday, May 26, 2005
Prepared By: Nurhazman Abdul Aziz Loh, Hoh Whay Md Aidil Osman
The interim report is intended solely for XYZ Insurance’s information. The information given here is to the best of our knowledge. The contents of this interim report are confidential and not to be reproduced without expressed written consent. Confidential
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Disclaimer This report is prepared by University of Wollongong’s IACT451 IT Project Team for XYZ Insurance Pte Ltd, Australia and South East Asia. While every precaution has been made to ensure that the report represents an accurate state of affairs of XYZ Insurance Pte Ltd and its business projections; University of Wollongong’s IACT451 IT Project Team and/or its officers, servants or employees shall not be liable for any claims, loss, damage, costs or expenses arising out of any third party reliance on the whole or any part of this report.
Project Manager
LIFEXPRESS 2005 IACT451 IT Project Team University of Wollongong
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Table of Contents Disclaimer ........................................................................................................................... 2 Table of Contents................................................................................................................ 3 1. Executive Summary ........................................................................................................ 5 2.1 The Company........................................................................................................ 7 2.2 Products & Services.............................................................................................. 8 2.3 The Business Process.......................................................................................... 10 3. Scope Statement............................................................................................................ 11 3.1 Project Justification............................................................................................. 11 3.2 Project Characteristics and Requirements .......................................................... 11 3.3 Summary of Project Deliveries........................................................................... 12 3.4 Scope Success Criteria........................................................................................ 13 3.5 Scope Limitation................................................................................................. 13 3.6 Alternative solutions ........................................................................................... 15 3.7 Weighted Scoring Model .................................................................................... 16 3.8 Analysis of three solutions.................................................................................. 17 4. Tasks ............................................................................................................................. 20 4.1 Project Tasks Approach ...................................................................................... 20 4.2 Project Approach List ......................................................................................... 20 4.3 Project Schedule.................................................................................................. 29 5. Costing .......................................................................................................................... 33 5.1 Components ........................................................................................................ 33 5.2 Professional fees ................................................................................................. 33 5.3 Cost Projection.................................................................................................... 34 5.4 Overall Costing ................................................................................................... 38 5.5 Net Present Value & Return on Investment Calculations................................... 39 5.6 Terms of Payment ............................................................................................... 45 6. Risk Analysis ................................................................................................................ 46 6.1 Process ................................................................................................................ 46 6.2 Roles & Responsibilities..................................................................................... 48 6.3 Risk Analysis ...................................................................................................... 49 7. Process Maps ................................................................................................................ 55 7.1 The Business Process.......................................................................................... 55 7.2 Solution Overview .............................................................................................. 57 7.3 Automating the Process ...................................................................................... 59 7.4 The Impact .......................................................................................................... 62 7.5 Competitive Advantage ...................................................................................... 63 8. Marketing...................................................................................................................... 64 8.1 Increasing the policy distribution of XYZ Insurance ......................................... 64 8.2 Extension's Response.......................................................................................... 64 8.3 Possible Results .................................................................................................. 65 8.4 Spin-offs.............................................................................................................. 65 8.5 Internal Perspective............................................................................................. 65 8.6 External Perspective............................................................................................ 66 9. IT Acquisition & Modification ..................................................................................... 68 Confidential
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9.1 Host Hardware .................................................................................................... 68 9.2 Client Hardware .................................................................................................. 69 9.3 Software .............................................................................................................. 70 9.4 Network............................................................................................................... 70 9.5 Documentation.................................................................................................... 70 10. Consultancies .............................................................................................................. 71 10.1 BlackBerry® (www.blackberry.com)............................................................... 71 11. Training....................................................................................................................... 73 11.1 Training Plan Overview.................................................................................... 73 11.2 Training Sessions .............................................................................................. 73 11.3 Testing Phase .................................................................................................... 73 11.4 Other Training................................................................................................... 74 12. On-going Services....................................................................................................... 75 13. References................................................................................................................... 77 14. Appendix..................................................................................................................... 78
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1. Executive Summary This report outlines the current situation of XYZ Insurance current situation including the business process. Due to an update of the strategic plan the Company has identified several key goals which include: greater product distribution, reduced internal costs, increased cross selling of products and the exploitation of new web-based technologies. All these aim towards helping brokers work remotely with customers.
Included will be the three proposed solutions as per instruction by the Company. The solution selected will be described in detail while the other two solutions are included as contingencies in the event of unforeseen circumstances. Providing support for the solution are the project members, consisting of the Client Liaison, Technology Impact Analysis, and Business Case Architect. Additional support is provided by external consultants who are experts in their respective fields i.e. Telstra, BlackBerry, and other various support staff e.g. web developers and designers.
Costs associated with the project have been included to show the feasibility of the project. Aspects in this section include professional fees, Return On Investment (ROI), Net Present Value (NPV), discounts, and cost projection (hardware, software, maintenance, human resource, etc.). New technologies have been identified to be implemented into the existing Information System (IS). These include Customer Relationship Management (CRM), Live Support Management (LSM), and Mobility Channel (MobChan). These three components make up the gist of the new LIFEXPRESS system. The existing legacy system would still be in place while LIFEXPRESS would be added to enhance the business process as required by the strategic plan.
The new system is expected to have a significant impact on the Company. Long standing work practices would be altered and organizational structures changed drastically. These factors have been taken into consideration during the design and analysis of the new system. As ZYX would be the pioneer in implementing mobile commerce technologies, significant competitive advantage would be gained from LIFEXPRESS. The adoption of Confidential
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mobile commerce is still in infancy stages for the insurance industry. With the backing of industry leaders in Information and Communication Technology, the Company is poised to be a market leader in their field.
Overall, this interim report gives a brief picture of a business case that will be taken between UOW IT Project team and XYZ Insurance on the development and implementation of LIFEXPRESS, bringing a new reengineered business-centric process through mobile commerce.
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2. Introduction
2.1 The Company
XYZ Insurance Company (herein referred to as XYZ Insurance Ltd. or “the Company”), was incorporated in 1995 and has approximately 1,000 employees all working to serve more than 2 million clients throughout Australia. With a head office in Wollongong and branch offices in all major capital cities XYZ supports clients, whether individuals or business, at every stage of their lives. Expertise and a broad range of Life and Property/Casualty Insurance products are trademark qualities of XYZ. Customer solutions are often adapted to individual needs and delivered through an extensive broker network.
In the Fiscal Year 2004, the Company recorded a sales turnover of more than $10 million. With sales forecasted to grow steadily for the next couple of years management is keen to improve the Company’s business operations to measure, plan and control its’ activities and resources more effectively.
Most recently, XYZ has updated it strategic plan and key goals to include: greater product distribution, reduced internal costs, increased cross selling of products and exploitation of new web based technologies to help brokers work remotely with customers. XYZ also have plans to spread it services into the South East Asian market, to compete in the international stage.
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2.2 Products & Services With a modest capital of AUD$1.2 million, XYZ has become a leader in Life and General Insurance with total assets in excess of AUD$13 billion. Today, the Company has more than 2 million Australian policyholders placing their trust in us. The Company has always placed the interests of our policyholders foremost. They have distributed 98% of their surplus to policyholders which is higher compared to the standard industry practice. They also provide special benefits to our customers under the concept, "More Than Insurance". Some of these include competitive loans, will writing services and home services such as plumbing and renovation. They have recognized their wider responsibilities to the community. Each year the Company provides generous support to the arts, sports, education, healthy lifestyle, charity, trade unions and the environment. In recognition of their efforts and contribution, they have received numerous awards from the community as well as the Government and the other organizations. Basically, the Company provides two types of policy holders; Individual and Corporate (refer to figure 1.1). Under the Individual’s policy, the Company had plans to undertake four types of categories. These are saving and investment, protection, financial planning and health. These plans are able to ensure the individual’s loved ones are provided for financially in the event of misfortune. Besides life insurance, the Company has looked into the importance of health insurance coverage to address the issue of high medical expenses. The Company aim to fulfill their client dreams to accumulate a sizeable nest egg for retirement in addition to providing for their children’s educational needs. While under the Corporate policy, the Company have four different plans that overlook the property and cargo, financial, employees and a liability of a business owner. The Company believe as a business owner or manager one faces both business risks and nonbusiness risks. Non-business risks are chance events with an adverse economic impact on the enterprise. For major risks, such as property loss or damage, employee’s liabilities,
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key person’s death or disabilities, the organisation may incur huge losses without insurance protection. The business owner can minimize their business risks by transferring them to an insurer. Overview Product Map of XYZ Insurance (Figure 2.1)
XYZ Insurance Individuals
Saving & Investment
Corporate
Protection
Property & Cargo
Liability
Health Financial Planning
Financial
Employees
By paying a premium, the enterprise can be compensated for losses. Therefore, the financial impact will be minimal and clients can continue operating without anxiety, as the Company offers a various type of business insurance to protect the enterprise.
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2.3 The Business Process In the current business process, the Company reaches their potential clients through external brokers. These brokers are not direct employees’ but represent the Company on the field. They play a vital role in the sale process and represent a large percentage of sales. Below is the current business process between the Company, broker, and client: The Company
The Brokers
Current business process identified in the Company (Figure 2.2)
The Client
•
Brokers access policy papers through Company secure website.
•
Signed policy documents sent to Company by post or email.
•
Data entry staffs enter client details to Information System.
•
Company intends to cross sell other products to maximize time spent commuting
•
Discounts offered for purchase of multiple products/policies
•
Client approved by team of policy analysts
Ideally, the Company wants to improve on the current setup by having the following: •
Automated vetting of simple cases by expert systems
•
Expert systems assist in reducing common human errors
•
Complex cases still approved by analysts
•
Increase cross selling using lead generation by CRM
Further details of the business process will be illustrated in the Process Map.
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3. Scope Statement 3.1 Project Justification James Benett, CEO of XYZ Insurance requested that this project assist in meeting its strategic goals. LIFEXPRESS will improve the business process of the Company by increasing the sales process and distribution to current and potential clients through the Internet and mobile services. This will also help to reduce internal cost and regain market share through the integration of current internal Information System (IS). The estimated budget of the project is about AUD$1 million. Estimated Return of Investment is 130%. Thus, it is important to focus on the system paying for itself within 5 years efficiently and effectively.
3.2 Project Characteristics and Requirements 1. LIFEXPRESS will be a sophisticated computer aided system that will enable the Company brokers nationwide to conduct business with their clients and prospects in ways that had seemed next to impossible just a few years ago 2. LIFEXPRESS will allow brokers using a laptop computer or similar device to develop a true financial profile of the customer; to identify and explore XYZ’s most appropriate products. 3. LIFEXPRESS allows detailed comparison on how the Company stacks up against competitor’s rate and performance. 4. LIFEXPRESS allows the generation of all the necessary paper work on site to consummate a sale. 5. LIFEXPRESS should have a channel to communicate efficiently as a means of contact with the office during the process of documenting policies for the client. 6. LIFEXPRESS must be available 24/7 with provision set aside for maintenance for other periodic maintenance as required at one hour per fortnight.
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7. LIFEXPRESS must be accessible using the Microsoft Internet Explorer browser as the system provides specific services made compatible to this Internet browser.
3.3 Summary of Project Deliveries Project management related deliverable: business case, charter, scope statement, work breakdown structure (WBS), schedule, cost baseline, status reports, final project presentation, final project report, lessons-learned report, and any other documents required to manage the project.
Product-related deliverable: research reports, design documents, software code, hardware, etc.
1. Market research report (XYZ Insurance): Survey report on the current popularity of Internet and mobile technology and to obtain suggestions from the potential client regarding on-site sales. 2. Survey: Survey current staff and customers to determine desired content and features for LIFEXPRESS system. IFEXPRESS 3. LIFEXPRESS site design and initial design of LIFEXPRESS site will include a sitemap to suggest appropriate formats, graphics, etc. The final design will incorporate comments from users on the initial design. 4. LIFEXPRESS site components: LIFEXPRESS will include 3 components that are; LIFEXPRESS Customer Relationship Management, LIFEXPRESS Live Support Management and also LIFEXPRESS Mobility Channel. 5. Security design: An initial security design of LIFEXPRESS and current mobile network will include user login procedures and firewall configurations, etc. 6. Test Plan: The test plan will document on how LIFEXPRESS will be tested and who will do the testing and how bugs will be reported.
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7. Project benefit measurement plan: A project benefit plan will measure the financial value of the system. 8. LIFEXPRESS documentations: Certain components in LIFEXPRESS such as the mobile device and the Internet Service Providers/mobile service provider’s documentation to be obtained from them with regards to system integration, testing, training and user manual.
3.4 Scope Success Criteria The goal is to complete this project within 12 months from no more AUD$1 million. The project sponsor James Benett has emphasized the importance of the project to increase the Company’s profitability. To meet this financial goal, Lifexpress must have strong user inputs from the broker’s perspective and the Company’s client perspective. The project must also develop a method for capturing the benefits while the system is being developed, implemented, and tested and after it is in production. There are some considerations of extending the period of the project and surpassing its initial cost. This project is crucial to the organization and it may spell out the Company’s future fortunes.
3.5 Scope Limitation The scope limitation can be broken down into a number of factors, contributing to delays to the project development and implementation. Thus, these factors have to be considered and planned accordingly. Moreover, in the project management, there are the “triple constraints”; scope/quality, time/schedule and money/budget. Time and the monetory constraints are beyond the team project’s control. On the other hand, the scope/quality has to remain within the team’s control, contributing to the factors that delay the project.
The factors are: •
Organisational culture
•
Technology
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In overcoming these factors, the technology employed needs to be matured and proven in the industry. Hence, it is not feasible to focus on using the latest and most expensive technology. While the organizational culture, the project has to take in consideration previous established workflows. Therefore, user participating is essential during the marketing and introduction of the project.
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3.6 Alternative solutions If this scope were to fail, an alternative solution will be drawn out using either solution 2 or 3 attached in the appendix. Solution 2 is a medium-end solution using the similar concept of business process with a similar scope and objectives. In contrast, solution 2 only focuses on the internal process of the sales force automation. The business process and the sales force automation will be explained in the later section, Process Map. In solution 2, it mainly focuses on modify the existing hardware owned by the brokers to save costs. In comparison to solution 1, solution 2 does not have access to the full features such as the Moblity Channel, which is able to provide real time connection to the Company.
Solution 3 mainly focus on improving the business process internally. There is no aggressive sales force automation applied in this solution. For more information on the three solutions’ brochures, please refer to the appendix. For the analysis of the three solutions, please refer to the next section.
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3.7 Weighted Scoring Model In comparison of the three solutions, the weighted scoring model is analyzed below according to several criteria that will impact the project’s scope. Solution 1 is proven to have a heavy weighted score.
Weighted Scoring Model Table (Table 3.1) Criteria Supports key business objectives Has strong internal sponsor Has strong customer support Realistic level of technology Can be implemented in one year or less Provides positive NPV Has low risk in meeting scope, time, and cost goals Total Weighted Project Scores
Weight
Solution 1
Weighted Score
Solution 2
Weighted Score
Solution 3
Weighted Score
25%
90
22.5
80
20
50
12.5
15%
90
13.5
70
10.5
50
7.5
15%
90
13.5
70
10.5
50
7.5
10%
70
7
60
6
50
5
5% 20%
20 70
1 14
35 55
1.75 11
90 50
4.5 10
10%
50
5
70
7
90
9
76.5
100%
66.75
56
Weighted Scoring Model 56
Solutions
Solution 3
66.75
Solution 2
Weighted Scores 76.5
Solution 1 0
20
40
60
80
Weighted Score
Weight Scoring Model Chart (Figure 3.2)
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3.8 Analysis of three solutions Solution
Solution 1:
Title
•
the
complete
•
Inherits
the
features
of
•
Revenue Growth Increase 10%
Financial Benefits
•
Reduced operational costs by as much as 30%
•
Reduced IT costs by 20-
promises better sales mobility
•
•
Offering the most basic and cost
and efficiency for field brokers.
effective
for
today’s competitive market.
3.
•
Revenue Growth Increase 9%
•
Reduced operational costs by as
•
•
Revenue Growth Increase 7%
•
Reduced operational costs by as much as 15%
much as 25%
•
Reduced IT costs by 20-35%
Reduced IT costs by 20-35%
•
Maximizing Live Support.
Maximizing revenues with
Confidential
systems
Inherits the features of Solution
35% •
Solution 3:
Offering an all-round system with additional features that
sales & support operations.
Solution 3.
Potential
•
system for XYZ Insurance
Solution Strategy
Offering
Solution 2:
Page 17
8/20/2005
revenues
with
IACT 451 IT Project
University of Wollongong
Live Support.
•
Increase
employee
productivity 13% •
Increased
policyholder
•
Other
•
Benefits of Each
average
call
handling time by 11% •
solution
Reduced
Increase sales conversion by brokers 22%
•
Enabled
70%
reuse
of
components •
Easy
integration
with
current information system •
Reduced training time by
•
• •
of
the
•
Inherits
the
features
Solution 3 (CRM, CSM)
Confidential
of
Increased
policyholder
•
93%
83%
Reduced average call handling
•
Increase sales conversion by
Enabled
70%
•
Increase sales conversion by brokers 22%
reuse
of
Easy integration with current
Reduced training time by 2030%
•
Reduced average call handling time by 11%
•
Enabled
•
reuse
of
Easy integration with current information system
•
Reduced training time by 2030%
Inherits the features of Solution 3 (CRM, CSM)
Page 18
70%
components
information system •
policyholder
satisfaction rates from 76% to
components •
Increased
satisfaction rates from 76% to
brokers 22% •
Increase employee productivity 8%
time by 11%
20-30% Assessment
•
10%
satisfaction rates from 76% to 96%
Increase employee productivity
8/20/2005
IACT 451 IT Project
value
of
•
University of Wollongong
MobChan allows brokers to
•
Field
Service
mobile
client
•
CRM helps you to understand,
each
access and update customer
enables technicians with access
anticipate and respond to your
solution
relationship
to the full desktop computing
customers' needs in a consistent
solution on a laptop or notebook
way,
computer.
organization.
through
databases
handheld
mobile
device such as TabletPC on the run.
•
•
AutoUpdate
automatically
•
right
your
CSM increases your sales,
updates policy brochures stored
providing technical assistance
in computing devices.
and increasing your customer
Multi region support designed
satisfaction by delivering Live
for global deployments.
help Customer Service.
Analysis of 3 solutions (Figure 3.3)
Confidential
across
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IACT 451 IT Project
University of Wollongong
4. Tasks 4.1 Project Tasks Approach The approach to be undertaken in this project is outlined below. It covers various phases of the project process. To give a clear understanding of the phases, we have included the objectives and deliverables of each of the phases as described in the scope statement beforehand.
4.2 Project Approach List Tasks
Objectives
Deliverables
Phase 1 A. Initial fact finding Define & document Company’s workflow To provide the project team with a thorough
Documented report and flowcharts of the
understanding of the processes and workflow
business processes and workflow in the
in the Company
Company.
Define & document current IT
To provide both management as well as the
Documented report and flowcharts of the
infrastructure
project team with an understanding of the
current IT infrastructure in the
current IT infrastructure in the Company
Company.
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Define & document user’s requirement for To map out the complete business requirement Documented report of the User each functional areas, especially the
of the Company in relation to the automation
components in the existing Information
project
Requirement Specification
System: To provide a basis and term of reference in •
Accounting & Finance
ensuring a comprehensive utilization of the
•
Operations & Admin
adopted systems
•
Sales & Customer Relationship
•
Legal
Identify & document of development and
To identify and pre-empt possible factors that
Documented reports on the development
implementation issues & resolutions
may inhibit the achievement of the project
and implementation issues & resolution
goals and schedule (e.g. staff technical and brokers’ competency level, peak periods, etc….)
Analysis and brainstorm a suitable
To identify a suitable solutions for the
Document the solutions draw to suit the
solutions for the Company
Company to adopt.
project.
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
To ensure proper scheduling and allocation of
Documented project development and
resources to meet the project objectives
implementation plan & schedule
B. Project Preparation & Planning Initial project scheduling
To establish and brief project members the project development and implementation process and the roles of each participants
Initial project budget
To ensure that the budget for the allocation of
Document every single cost spend
resources, man powers, etc.
during the development and implementation
To draw out the costing for every aspects of the project. Ordering related software and hardware
To be used in the LIFEXPRESS system
required to built the LIFEXPRESS system
Quotes to be made, document and sent out.
(server, operating system, etc) Ordering of handheld device (BlackBerry) To be used in the LIFEXPRESS MobChan
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Quotes to be made, document and sent
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
from Research In Motion Limited
Solution.
out.
Building the LIFEXPRESS Customer
Development of the LIFEXPRESS Customer
Documented project development and
Relationship Management (CRM)
Relationship Management (CRM)
implementation
Building the LIFEXPRESS Live Support
Development of the LIFEXPRESS Live
Documented project development and
Management (LSM)
Support Management (LSM)
implementation
Building the LIFEXPRESS Mobility
Development of the LIFEXPRESS Mobility
Documented project development and
Channel (MobChan)
Channel (MobChan)
implementation
Integration and Beta testing in-house on
Best testing to ensure the whole LIFEXPRESS Documented project development and
LIFEXPRESS System
System
Phase 2 A. The Development
implementation
Phase 3 A. Project Management & Implementation
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Review & recommend new business
To ensure that the LIFEXPRESS System set-
Reviewed and updated LIFEXPRESS
process (LIFEXPRESS System)
up is properly structured to optimize the
System
system utilization
System integration testing (Client side)
To ensure that the systems are installed and
Smooth running systems installed in
run smoothly in the Company’s premises and
Company’s premise
that all components (both software & hardware) are properly interfaced
User Acceptance Testing (UAT) 1 on the
To determine the level of system acceptability
Documented UAT Test Scripts &
following software
in meeting business and user specification as
Results for the following software:
•
LIFEXPRESS Customer
•
identified earlier
Relationship Management (CRM) •
•
LIFEXPRESS Customer Relationship Management (CRM)
LIFEXPRESS Live Support
To highlight any deviation and/or
Management (LSM)
discrepancies discovered during the test.
LIFEXPRESS Mobility Channel
•
Management (LSM) •
(MobChan)
LIFEXPRESS Live Support LIFEXPRESS Mobility Channel (MobChan)
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Recommendation for retrofitting 1 on the
To recommend system modification &
Documented recommendation for system
following software
retrofitting to meet business and user
modification & retrofitting
•
•
LIFEXPRESS Customer
requirement as identified earlier
Relationship Management (CRM)
Meetings & liaison with software
LIFEXPRESS Live Support
development team
Management (LSM) •
Meetings & liaison with hardware
LIFEXPRESS Mobility Channel
development team (if necessary)
(MobChan)
User Acceptance Testing (UAT) 2 on the
To determine the level of acceptability of the
following software
modifications made to the system (as specified Results for the following software:
•
•
LIFEXPRESS Customer
in Recommendation for retrofitting 1) in
Relationship Management (CRM)
meeting business and user specification
LIFEXPRESS Live Support Management (LSM)
•
LIFEXPRESS Mobility Channel
Documented UAT Test Scripts & •
Relationship Management (CRM) •
To highlight any deviation and/or discrepancies discovered during the test.
(MobChan)
LIFEXPRESS Customer LIFEXPRESS Live Support Management (LSM)
•
LIFEXPRESS Mobility Channel (MobChan)
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Recommendation for retrofitting 2 on the
To recommend system modification &
Documented recommendation for system
following software
retrofitting to meet business and user
modification & retrofitting
•
•
LIFEXPRESS Customer
requirement as identified earlier
Relationship Management (CRM)
Meetings & liaison with software
LIFEXPRESS Live Support
development team
Management (LSM) •
Meetings & liaison with hardware
LIFEXPRESS Mobility Channel
development team (if necessary)
(MobChan)
User Acceptance Testing (UAT) 3 – All
To determine the level of acceptability of the
systems
modifications made to the system (as specified Results for the following software: in Recommendation for retrofitting 1& 2) in
Documented UAT Test Scripts & •
meeting business and user specification
Relationship Management (CRM) •
To highlight any deviation and/or discrepancies discovered during the test.
LIFEXPRESS Customer LIFEXPRESS Live Support Management (LSM)
•
LIFEXPRESS Mobility Channel (MobChan)
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Identification of workaround solutions
To identify areas that cannot be automated
Documented report on workaround
(due to complexity and/or cost reasons)
solutions
To map out the workaround solutions for these areas either through semi-automation and/or manual procedures Define & document data migration plan
To present the options for data uploading,
(if necessary)
migration and/or conversion plan and
Documented Data Migration Plan
recommend the best course of action
Data migration, uploading & conversation To supervise the data uploading and migration
Assistance in data uploading &
(if necessary)
effort
migration
Parallel run
To provide assistance and advice during the
Assistance during parallel run
parallel run
System training for key personnel
To train key personnel on the features and use
Documented training plan
of the systems Training for key personnel
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IACT 451 IT Project
University of Wollongong
Tasks
Objectives
Deliverables
Procedure streamlining & formalization
To streamline and formalize procedures after
Documented Standard Operating
the adoption of the systems
Procedures
Procedure training for key staff (brokers,
To train key personnel on the streamlined
Documented training plan
policy analyst and technical support)
procedures
Training for key staffs
Project Approach List Table (Figure 4.1)
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IACT 451 IT Project
University of Wollongong
4.3 Project Schedule This is the project schedule layout. Project Schedule (Table 4.2) Tasks
Estimated
Elapse Time
Man-Day
(Week) Week 1
Project Kick-Off •
0.5
Prepare Project Plan
Define & map business processes & workflows •
Interview key appointment holder
0.5
•
Review existing processes & workflow
0.5
•
Map business process & workflow
0.5
Review existing IT infrastructure •
Check, test & confirm IT infrastructure adequacy
1
•
Recommend IT infrastructure
0.5 Week 2
Define User Requirement •
Interview key appointment holders
1
•
Document user & system requirement
1
Identify Implementation Issues & Resolutions •
Interview key appointment holders
1
•
Document Implementation Issues & Resolutions
1 Week 3 & 4
System Design & Modification
LIFEXPRESS Customer Relationship Management
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University of Wollongong
Tasks
Estimated
Elapse Time
Man-Day
(Week)
(CRM) •
Establish data flow diagram
1
•
Design screen flow & user interface format
1
•
Design data access & system security features
1
•
Establish report requirements
0.5
LIFEXPRESS Live Support Management (LSM) •
Establish data flow diagram
1
•
Design screen flow & user interface format
1
•
Design data access & system security features
1
•
Establish report requirements
0.5
LIFEXPRESS Mobility Channel (Mob Chan) •
Establish data flow diagram
1
•
Design screen flow & user interface format
1
•
Design data access & system security features
1
•
Establish report requirements
0.5
LIFEXPRESS System •
1
Establish integrated data flow diagram
Programming Work
Week 5 & 6 & 7
User Acceptance Test
Week 8 & 9
LIFEXPRESS Customer Relationship Management
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IACT 451 IT Project
University of Wollongong
Tasks
Estimated
Elapse Time
Man-Day
(Week)
(CRM) •
Prepare Test plan for CRM
1
•
Set-up test environment for CRM
0.5
•
Review Test Result for CRM
0.5
•
Document Test Result for CRM
0.5
LIFEXPRESS Live Support Management (LSM) •
Prepare Test plan for LMS
1
•
Set-up test environment for LMS
0.5
•
Review Test Result for LMS
0.5
•
Document Test Result for LMS
0.5
LIFEXPRESS Mobility Channel (Mob Chan) •
Prepare Test plan for Mob Chan
1
•
Set-up test environment for Mob Chan
0.5
•
Review Test Result for Mob Chan
0.5
•
Document Test Result for Mob Chan
0.5
System Integration Testing (LIFEXPRESS SYSTEM) •
Integration & interface testing
1.0
•
Review interface test results
1
•
Documentation for Integration testing
0.5
•
Identify modification requirement
1
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IACT 451 IT Project
University of Wollongong
Tasks •
Estimated
Elapse Time
Man-Day
(Week)
1
Recommend workaround solutions
Week 10
Implementation •
Project Monitoring and control
2
•
Streamline & formalize procedure
3
•
Conduct training for key personnel
3 Week 11
Data Migration (If necessary) •
Identify migration options & strategies
1
•
Identify scope of data conversion
1
•
Co-ordinate end balance check
2 Week 12
Parallel Run Assistance •
Assist in parallel run
2
•
Compare results from old and new system
2
•
Identify & rectify errors & bugs
1 Week 13
Post Implementation Supervision •
Ensure stability, effectiveness & performance
1
•
Ensure system meets specified objectives
1
Sub-Total:
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44
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13 weeks
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IACT 451 IT Project
University of Wollongong
5. Costing 5.1 Components Costings are made out of two components; the professional fees and cost projection. The former deals with consultancy charges and expenses incurred. The latter consists of all the necessary components to build and implement the new system. The project is streamlined this way due to the professional levels that are required.
5.2 Professional fees The fees for the Consultancy are AUD$41,800.00. This fee does not include miscellaneous expenses, the cost of hardware, software, and the cost of programming and system modification. The consultancy fee charged per man day is AUD$950.00.
The terms of payment are as follows: Percent
Amount
30%
$ 12,540.00
Upon completion of user requirement & implementation 20%
$ 8,360.00
Upon commencement of project
plan Upon completion of implementation (on completion of 50%
$20,900.00
parallel run) $41,800.00
Total
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IACT 451 IT Project
University of Wollongong
5.3 Cost Projection The cost for projection consists of a number of components. They are: •
Organizational readiness cost
•
Access for Agency Staff and Other Users
•
End User Support (Vendors)
•
Content Development and Maintenance
•
Host of Site-Infrastructure
Projected Costs (Table 5.1) Organisational Readiness, 15,000.00, 5%
Access for Agency Staff and Other Users, 11,700.00, 4% End-user Support, 11,400.00, 4%
Host of Site Infrastructure, 143,000.00, 47%
System Development & Maintenance, 122,000.00, 40%
This graph explains the projected cost for different components in the cost projection at a single glance.
Cost Projection Table (Table 5.2) Subsequent Total project
Annual
cost
(eg. Maintenance)
Organisational Readiness Training for technology awareness
1
5,000.00
0.00
Planning for Internet/Mobile presence
2
10,000.00
0.00
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IACT 451 IT Project
University of Wollongong Subsequent Total project
Annual
cost
(eg. Maintenance)
Access for Agency Staff and Other Users Hardware for End-user
3
0.00
0.00
Software for End-user
4
0.00
0.00
user
5
0.00
0.00
Other Vendor Services
6
10,000.00
0.00
Procurement
7
500.00
0.00
Establish and Manage ISP Contracts
8
1,200.00
0.00
9
1,900.00
1,000.00
10
0.00
500.00
Training
11
3,800.00
0.00
User Time in Training
12
3,800.00
0.00
Help Desk for Users
13
1,900.00
0.00
Network and Internet Access for End-
Human Resource Start-up
process
for
Equipment
End-user Support Vendor Services Human Resources Establish
and
Manage
Vendor
Contracts (if line 9 >0) Development and Delivery of User
Content Development and Maintenance Hardware for Content Developers
14
0.00
0.00
Software for Content Developers
15
1,500.00
100.00
16
0.00
0.00
Network and Internet Access for Content Developers
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IACT 451 IT Project
University of Wollongong Subsequent
Other Vendor Services
17
Total project
Annual
cost
(eg. Maintenance)
0.00
0.00
0.00
0.00
Human Resources Start-up
Process
for
Equipment
Procurement Establish
18 and
Manage
Vendor
Contracts (if line 17 > 0)
19
Development and Delivery of Staff Training
20
Staff Time in Training
21
Webmaster
22
12,000.00
1,200.00
Editorial Review
23
9,000.00
900.00
Content Creation and Coordination
24
18,000.00
1,800.00
Web Site Design and Development
25
6,000.00
600.00
Staff Support for Service
26
32,000.00
3,200.00
27
27,000.00
2,700.00
(mid-ware, ESRI, Zip code etc.)
28
15,000.00
1,500.00
Other Management Support
29
0.00
0.00
Other Clerical Support
30
1,500.00
150.00
Hardware (BlackBerry, 3 Servers)
31
100,000.00
5,000.00
Software
32
20,000.00
2,000.00
Network and Internet Access
33
0.00
0.00
Programming Support (Web-services enhancements) DB Admin./ Design
Host of Site-Infrastructure
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IACT 451 IT Project
University of Wollongong Subsequent
Other Vendor Services
Total project
Annual
cost
(eg. Maintenance)
34
0.00
0.00
35
6,000.00
0.00
36
6,000.00
0.00
37
0.00
0.00
Training
38
5,000.00
0.00
Staff Time in Training
39
Network and Systems Administration
40
0.00
0.00
Web Server Management
41
3,000.00
300.00
Operations Support
42
3,000.00
0.00
Clerical Support
43
0.00
0.00
$
148,400.00
8,100.00
SUBTOTAL
$
154,700.00
12,850.00
TOTAL COSTS
$
303,100.00
20,950.00
Human Resources Front-end Research and Technical Evaluation Start-up
Process
for
Equipment
Procurement Establish
and
Manage
Vendor
Contracts (if line 34 > 0) Development and Delivery of Staff
0.00
INFRASTRUCTURE AND OTHER SUBTOTAL HUMAN RESOURCES
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IACT 451 IT Project
University of Wollongong
5.4 Overall Costing The overall costing of the system has been finalized at AUD$324,990.00. The Company is expected to pay UOW upfront of 30% through Internet Banking. Total Amount
Subsequent Amount
Professional fees
41,800.00
0.00
Cost Projection
319,300.00
20,950.00
Discount
10%
10%
Total
324,990.00
18,85.005
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IACT 451 IT Project
University of Wollongong
5.5 Net Present Value & Return on Investment Calculations FINANCIAL ANALYSIS FOR PROJECT LIFEXPRESS
10%
Discount rate
Model 0
1
2
3
4
5
$5,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
presence
$10,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
Hardware for End-user
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Software for End-user
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
End-user
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Other Vendor Services
$10,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
Procurement
$500.00
$0.00
$0.00
$0.00
$0.00
$0.00
Establish and Manage ISP
$1,200.00
$0.00
$0.00
$0.00
$0.00
$0.00
Year Costs :
Training for technology awareness Planning for Internet/Mobile
Network and Internet Acces for
Start-up process for Equipment
Confidential
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Total
IACT 451 IT Project
University of Wollongong
Contracts Vendor Services
$1,900.00
$1,000.00
$1,000.00
$1,000.00
$1,000.00
$1,000.00
$0.00
$500.00
$500.00
$500.00
$500.00
$500.00
User Training
$3,800.00
$0.00
$0.00
$0.00
$0.00
$0.00
User Time in Training
$20,000.00
$3,800.00
$3,800.00
$3,800.00
$3,800.00
$3,800.00
Help Desk for Users
$1,900.00
$0.00
$0.00
$0.00
$0.00
$0.00
Hardware for System Developers $0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Software for System Developers
$1,500.00
$100.00
$100.00
$100.00
$100.00
$100.00
Content Developers
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Other Vendor Services
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Staff Training
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Staff Time in Training
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Establish and Manage Vendor Contracts (if line 9 >0) Development and Delivery of
Network and Internet Access for
Start-up Process for Equipment Procurement Establish and Manage Vendor Contracts (if line 17 > 0) Development and Delivery of
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IACT 451 IT Project
University of Wollongong
Webmaster
$12,000.00
$1,200.00
$1,200.00
$1,200.00
$1,200.00
$1,200.00
Editorial Review
$9,000.00
$900.00
$900.00
$900.00
$900.00
$900.00
$18,000.00
$1,800.00
$1,800.00
$1,800.00
$1,800.00
$1,800.00
System Design and Development $6,000.00
$600.00
$600.00
$600.00
$600.00
$600.00
Staff Support for Service
$32,000.00
$3,200.00
$3,200.00
$3,200.00
$3,200.00
$3,200.00
$27,000.00
$2,700.00
$2,700.00
$2,700.00
$2,700.00
$2,700.00
ESRI, Zip code etc.)
$15,000.00
$1,500.00
$1,500.00
$1,500.00
$1,500.00
$1,500.00
Other Management Support
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Other Clerical Support
$1,500.00
$150.00
$150.00
$150.00
$150.00
$150.00
Servers)
$100,000.00
$5,000.00
$5,000.00
$5,000.00
$5,000.00
$5,000.00
Software
$20,000.00
$2,000.00
$2,000.00
$2,000.00
$2,000.00
$2,000.00
Network and Internet Access
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Other Vendor Services
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Technical Evaluation
$6,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
Start-up Process for Equipment
$6,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
System Creation and Coordination
Programming Support (Webservices enhancements) DB Admin./ Design (mid-ware,
Hardware (BlackBerry, 3
Front-end Research and
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Procurement Establish and Manage Vendor Contracts (if line 34 > 0)
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Staff Training
$5,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
Staff Time in Training
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Administration
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Web Server Management
$3,000.00
$300.00
$300.00
$300.00
$300.00
$300.00
Operations Support
$3,000.00
$0.00
$0.00
$0.00
$0.00
$0.00
Clerical Support
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
Total Cost
$319,300.00
$24,750.00
$24,750.00
$24,750.00
$24,750.00
$24,750.00
Discount Factor
1
0.909090909
0.826446281
0.751314801
0.683013455
0.620921323
Discounted Costs
$319,300.00
$22,500.00
$20,454.55
$18,595.04
$16,904.58
$15,367.80
Benefits
$0.00
$250,000.00
$250,000.00
$250,000.00
$250,000.00
$250,000.00
Discount Factor
1
0.909090909
0.826446281
0.751314801
0.683013455
0.620921323
Discounted Benefits
$0.00
$227,272.73
$206,611.57
$187,828.70
$170,753.36
$155,230.33
Development and Delivery of
Network and Systems
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$413,121.97
$947,696.69
IACT 451 IT Project
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Discounted Benefits - Costs
($319,300.00)
$204,772.73
$186,157.02
$169,233.66
$153,848.78
$139,862.53
Cumulative Benefits - Costs
($319,300.00)
-$114,527.27
$71,629.75
$240,863.41
$394,712.19
$534,574.72
ROI
129.40%
$534,574.72
Net Present Value & Return on Investment Calculations Table (Table 5.3)
The ROI is estimated at 129.40%, which is a reasonable figure for the project. Some project proposals are not accepted if the ROI is not close to 130% (Philanthropy Monthly, March, 1993). The total cost will be AUD$319,300.00 after calculated the NPV. This cost excludes the professional fees.
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Discounted Costs vs Cumulative Benefits $1,400,000.00 $1,200,000.00
$1,173,174.72 $1,033,312.19
Cost(s)
$1,000,000.00
$879,463.41
$800,000.00 $600,000.00 $400,000.00 $200,000.00
$710,229.75 $319,300.00 $524,072.73
Cumulative Benefits
$319,300.00
Discounted Costs
$22,500.00
$20,454.55
$18,595.04 $16,904.58
$0.00 0
1
2
3
4
$15,367.80
5
Year(s) Discounted Cost vs. Cumulative (Figure 5.4) The above diagram presents the positive analysis in the cumulative benefits after implementing the system. Cleary, there is a significant benefit after 5 years.
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5.6 Terms of Payment A payment of 30% must be made at the time of consultancy agreement. All such payments are due strictly within 14 days of invoice. Failure to pay within this timeframe will lead to the services being withdrawn until payment is made in full. UOW Consultancy reserves the right to charge interest on all late payments at a rate of 5% above the standard National Bank rate. Payment can be made by e-banking, made payable to UOW Consultancy. Further details will be laid out in the contract agreement
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6. Risk Analysis 6.1 Process The LIFEXPRESS System Project will follow a continuous risk management model. The model consists of five phases. The phases are Identify, Analyze, Plan, Track and Control. Each phase has detailed tasks as shown in the following table.
Phase
Tasks
1. Identify
Identify potential risks Establish risk categories
2. Analyze
Establish probability and impact definitions Evaluate impact of risks Evaluation probability of risks Rank risks - calculate the exposure
3. Plan
Select risks to be mitigated Select mitigation strategies Evaluate costs/benefits of mitigation Create tracking and control plan
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4. Track
Track and report status
5. Control
Take corrective actions
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control
plan
as
required Close risks Document lessons learned
Risk Management Model Table (Table 6.1)
This process allows the project team to develop the initial risk analysis plan. Additionally, the risk analysis plan will be reviewed on a periodic basis as described in the Risk Review Schedule section.
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6.2 Roles & Responsibilities The following table depicts the roles and responsibilities of all participants in the Risk Management process. Process
System
IT Manager
Support Staff
Users
Project Manager
Project Team
(Broker, Policy
Project Sponsor
Analyst, Stakeholders) Risk
Identify Risks
Identify Risks
Identify Risks
Identify Risks
Identify Risks
Identify Risks
Develop
Develop Mitigating
Develop
Monitor Risks
Mitigating
Strategies
Mitigating
Status
Management
Strategies
Strategies Develop
Develop
Contingency Plans
Contingency Plans
Develop Contingency
Monitor Risk Status
Plans
Report Risk Status
Roles & Responsibilities (Table 6.2)
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Inadequate
S
3
3
9
planning
Status/Remarks Trigger
(R k)
P b bilit Exposure
Solutions Occurrence
1
Risk/Threat
Risk Analysis Strategy
Impact
No
Business Priority Risk Category
6.3 Risk Analysis
Activities
Condition Date
Schedule
Tasks do 7/04/05
Revising
not work
project plan
as planned 2
Inadequate inputs
R/S
3
3
9
Communi
On-going
cation
Discussing with team members
failed between members 3
Poor definition of S
3
scope
2
6
Scope
7/04/05
creeping
Holding meetings
to
clarify scope
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Poor
Solutions
cost R
2
4
estimates
Status/Remarks Trigger
(R k)
2
P b bilit Exposure
Risk Analysis Strategy
Occurrence
4
Risk/Threat
Business Priority
Impact
No
University of Wollongong
Risk Category
IACT 451 IT Project
Activities
Condition Date
Schedule
Additiona On-going
Revising
l
estimates
costs
cost
incurred 5
Inadequate
R
2
2
4
feedback
Poor
On-going
response
Consulting top management
from internal staff members. 6
Poor
time R
3
estimate
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2
6
Fall
Revising
behind
schedule
Schedule
estimates
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Poor
Solutions
outsourced R
1
2
inputs
Status/Remarks Trigger
(R k)
2
P b bilit Exposure
Risk Analysis Strategy
Occurrence
7
Risk/Threat
Business Priority
Impact
No
University of Wollongong
Risk Category
IACT 451 IT Project
Activities
Condition Date
No
On-going
Schedule Discussing with
communi
outsourced
cation
team members
and feedback from outsource d staff. 8
Poor
work R
3
motivation
1
3
Staff too On-going
Holding
team
pressured
buildings
and
with
trips
workload
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Inadequate
Solutions
R
3
1
3
budget
Status/Remarks Trigger
(R k)
P b bilit Exposure
Risk Analysis Strategy
Occurrence
9
Risk/Threat
Business Priority
Impact
No
University of Wollongong
Risk Category
IACT 451 IT Project
Activities
Condition Date Budget
On-going
Schedule Re-negotiating
not
budget with the
enough to
Sponsor
sustain on-going project costs 10
Inadequate
R
2
1
2
Poor
15/07/05
Holding
promotional
response
meeting
activities
from
the
brokers
department
with
marketing
and staff members
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Solutions
Resources leaving R
1
project
2
Status/Remarks Trigger
(R k)
2
P b bilit Exposure
Risk Analysis Strategy
Occurrence
11
Risk/Threat
Business Priority
Impact
No
University of Wollongong
Risk Category
IACT 451 IT Project
Activities
Condition Date
Staff
Schedule
On-going
leaves
Find replacement
project
Risk Analysis (Table 6.3)
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Legend: Risk
Category
Descriptions
Impact
Category
Level
Value
Resources
High
3
Occurrence Probability
Greater than 3 month delay of Very likely greater 70%
Impact x Occurrence Probability
schedule
=Rank
Med
2
1-3 month delay in implementation
Low
1
1 week to 1 month delay in Unlikely: implementation
Schedule
High
3
Exposure (Rank)
Probable:30-70% probability Less
than
30%
probability
Greater than 3 month delay of Very likely greater 70% schedule
Med
2
1-3 month delay in implementation
Low
1
1 week to 1 month delay in Unlikely: implementation
Proable:30-70% probability Less
than
30%
probability
Legend (Table 6.4)
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7. Process Maps 7.1 The Business Process Currently, XYZ Insurance reaches their clients through a channel of brokers with a traditional business process. Brokers will bring pamphlets or policy papers when they meet the clients. The Company has its own secure website, where they encourage brokers to download these documents to print or show to the client via laptop or printout. Moreover, these brokers are not working as permanent staff of the Company. They are either agents or resellers for the Company. Eventually, the brokers will then post or email the signed policy documents to the Company. The documents are sent to the Company’s main office, where data entry staffs enter the details into Information System. If there are missing data fields, e.g. tax file number (TFN), brokers are contacted submit the unentered data. The Brokers
The Company
Current business process identified in the Company (Figure 7.1)
The Client
In addition, the Company and brokers desire to cross sell their products. Often brokers commute long distances to meet a client to offer, for example, life insurance. They want to maximize their time spent commuting. It is not efficient to travel three hours just to sell one policy, then travel three hours back to the office. While at the client’s location, they would be able to identify and offer other suitable policies for their client such as mortgage, fire, etc. The client would benefit as major aspects of insurance needs are
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covered by one vendor. An additional benefit for the client would be discounts received for those who buy a range of products.
The policies received from brokers are reviewed by policy analysts. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts. The Company is looking at the possibility to automate the acceptance of policies by implementing expert systems. This will eliminate manual repetitive tasks on simple cases. Efficiency will improve as valuable man hours are not wasted on simple tasks. Larger or more complex cases will still require policy analysts to approve. The expert systems would assist in reducing common human errors for these cases.
The brokers are experienced local experts who live in or near the area they are servicing and most have their own equipment such as portable computers and transport to function. They are professionals used to commuting to clients. They are regular “road warriors”. However, there exist a minority does not own their own equipment. Procuring such equipment would enhance their on field business process capability.
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7.2 Solution Overview The current business process identified will be reengineered with the implementation of
LIFEXPRESS in the solution. Hence, the solution is to implement a sophisticated computer-aided system that will enable the Company’s brokers nationwide to conduct business with their customers at an efficient and productive level. In addition, the solution also has to provide an immediate, reliable and usable result that is available to the various user groups.
Current Business Process – Flow Diagram (Figure 7.2) In The Company Client
Brokers
Data Entry
Information System Office System
Policy Analyst
Client
Approved
As mentioned beforehand, the current business process can be illustrated as above in the diagram. In this current business flow, brokers have to go through a long process before the details of the prospective clients is inserted and updated into the Information System. They have to pass the details to their data entry staff to update, followed by the policy analyst to review the proposed policy requested by the client. Once the requirements are met, the analyst will then approve and notify the client.
This process is lengthy and manual. Moreover for branch offices, this process is not effective. A new system has to be implemented to improve these issues. Therefore,
LIFEXPRESS will be introduced, bring a new approach to the business process.
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With LIFEXPRESS System Implemented (Figure 7.3)
Client
LIFEXPRESS
Broker
LIFEXPRESS
Customer Relationship Management
Mobility Channel (MobChan) Client
During Sales Policy Process
LIFEXPRESS Live Support Management
Broker
LIFEXPRESS Client
Policy Analyst
Mobility Channel (MobChan)
Existing Information System Office
Closing the Policy Sales/Deal
Above is the proposed detailed solution for the Company, with the LIFEXPRESS concept implemented into the flow chart diagram (Fig7.2).
The development of the
LIFEXPRESS System project will be implemented in phases. The first, second and the third phases have been determined and described in this document. The future phases are tentatively set but can change as the LIFEXPRESS System is developed. A brief solution of the LIFEXPRESS System can be found in the appendix under the solution pamphlets.
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7.3 Automating the Process In a closer look at the entire sales cycle operated by the broker, all sales activity can be categorized into three major stages: •
Stage 1 - the opportunity
•
Stage 2 - the quote
•
Stage 3 - the order
Follow up
Quote
Presentation
Quote Review
Develop a strategy
Follow Up Review Stage 2
Identify the competition
Stage 1
Order received Stage 3
Identify decision makers
Fulfillment Understand the products
Start
Send Approval
The Sales Cycles (Figure 7.4)
While most insurance companies think they are managing stage one, most are really running to keep up and focus their energy around stage three, or maybe from stage two to three. The most critical moment in the sales cycle is moving from the opportunity to the quote. Yet the muscle in the sales force typically is not exercised until we’re trying to convert quotes to sales. In the illustration above, at stage 1 there are opportunities to automate and enhance those activities, which involves cost justification, funding approval,
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competitor analysis, strategy development, etc. While in stage 2 and 3 are just another backend process that supports the main cores in stage 1. On the other hand, LIFEXPRESS CRM is a process or methodology used to learn more about clients' needs and behaviors in order to develop stronger relationships with them. This will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. Moreover, LIFEXPRESS helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers, in a large picture. Therefore, in
LIFEXPRESS CRM, these are the modules found: Sales Force Automation •
Contact management Contact management software stores, tracks and manages contacts, leads of an enterprise.
•
Lead management Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.
eCRM or Web based CRM •
Self Service CRM Self service CRM (eCRM) software Enables web based client interaction, automation of email, call logs, web site analytics, campaign management.
•
Survey Management Software Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.
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Partner Relationship Management •
Contract Management Software Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
•
Distribution Management Software Distribution Management Software enables to distribute the product appropriately and compare in detail against the competitors’ ratings and performance.
LIFEXPRESS LSM will support the customer service, establish and enhance communication between the broker and the Company. Basically, LIFEXPRESS LSM consists of Call Center and Help Desk Software that records the sales process. These would also speed up the process of vetting the documents by the duty policy analyst. Other the hand, if there are missing data in the related documents, the duty analyst will be able to contact the broker immediately, informing of the situation. This scene is just like walking into a virtual sales office. Bridging the communication technology between the broker and the Company is
LIFEXPRESS MobChan. A handheld gadget by BlackBerry will be introduced in this business process to ensure full sales force automation. BlackBerry wireless devices can support industry-leading wireless data and voice networks in North America, or 802.11b Wireless Local Area Networks (WLANs). In addition, it works on GSM/GPRS Networks too. These would allow the broker to keep in touch with the Company through BlackBerry Enterprise Server, installed in the MobChan. Users can get wireless access to the enterprise applications and systems they rely on daily. In short, the whole front end business process will be automated from the current business process.
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7.4 The Impact The LIFEXPRESS solution will help to make brokers more effective while they are away from the office by securely connecting them to a centralized corporate information that enhance their ability to close a sale. This is demonstrated through one of the components of LIFEXPRESS system that is LIFEXPRESS MobChan. LIFEXPRESS MobChan is designed to provide brokers with timely access to information about their clients and details about the products and services that are available. Brokers can capitalize on the opportunity immediately by using MobChan to automatically receive lead alerts from the opportunity management which is installed in the LIFEXPRESS CRM. In a bigger picture, LIFEXPRESS allows brokers to spend more time in the field working towards their sales objectives. Sales force can use LIFEXPRESS to capture sales order, account information on the spot, entering it directly into the CRM system. Therefore, they spend less time doing administrative work back at the office or at home. In addition,
LIFEXPRESS MobChan also converts downtime into productive time by enabling mobile users to calibrate with clients and colleagues during normal idle period. This is demonstrated by using the LIFEXPRESS LSM.
LIFEXPRESS LSM keeps mobile brokers to keep in touch with their colleagues without having to leave the field. In this case, the colleagues are the policy analyst of the Company. Furthermore, LIFEXPRESS also provides wireless access to email; phone and discussion groups so that they can share leads, competitive trends and account updates that help them close big deals while they are on site.
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7.5 Competitive Advantage Currently in the Australian insurance industry, a similar system to LIFEXPRESS has not been explored. This is due to the lack of maturity and acceptance for mobile commerce. Many are still paranoid about issues such as security and privacy. The level of understanding of the concept is still low. On the other hand, LIFEXPRESS system has strong backing from industry leaders in Information and Communication Technologies such as BlackBerry. These experts provide vital technological expertise for end user development.
XYZ would be a pioneer in mobile commerce. This would result the Company being positioned in an advantageous situation. Having LIFEXPRESS would create a significant competitive advantage for the Company, demonstrating a streamline sales force automation focus from the current business process into centric process. Aiding the process, they system would integrate real time communication link between the Company and field brokers through an ideal channel that connects between the system and the end users. These would reduce the time taken to process onsite sales as the policy is approved by Company analysts while the brokers are on location. The generation of all necessary documentation on site would enable brokers to consummate a sale on location. The business process would enter into a new trend of commerce resulting in an increase in the volume of sales and productivity.
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8. Marketing Selling and promoting project outcomes will be a crucial step in order to build system awareness among internal and external stakeholders. The marketing should be approached from all points of view that include the brokers, policy analyst, stakeholders and also the client. Beforehand, implementing LIFEXPRESS is being studied and analyzed through the impact statement.
8.1 Increasing the policy distribution of XYZ Insurance As mentioned before, XYZ Insurance depends heavily on independent brokers to market and sell their policies to the clients. As the Company moves deeper into the local and SEA market, there is need for a scalable system that supports them in the new business process. Brokers lack the right tools to get fast and reliable information they need to close a sale on the spot.
Currently, brokers who are on the run have difficulties accessing corporate resources such as product details and customer financial profiles. This is a major bane for brokers who deal with business clients that live in secluded areas. The problem here is accessing Company resources.
On the other hand, customers face other problems. While brokers travel back and forth to seal the deal, customers have to wait 4-6 weeks for the deal to be completed. In contrast, some businesses depend on insurance to protect their investments in an event of natural disasters.
8.2 Extension's Response In respond to the difficulties faced by internal and external stakeholders, LIFEXPRESS will provide the necessary support systems for improving staff’s productivity and customers’ satisfaction. LIFEXPRESS will be designed to help brokers who are on the move and also speed up the process of closing deals with customers.
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Since the Company’s business spans from national to foreign markets such as SEA, there needs to be a strong coordination and collaboration with independent brokers as well as XYZ staff. Clients will see a sudden change of policy process procedures, as online systems and interfaces will replace the conventional methods of pen and paper. However, this system will benefit the clients tremendously, as the process will be cut short to only a few days or possibly hours.
8.3 Possible Results The future prospect of LIFEXPRESS will be highly positive for both clients and brokers. Client satisfaction rate will definitely improve tremendously as a result of shortened policy processing time. Brokers will notably work more effectively and efficiently with the adoption of the system. This translates to less time required to close deals and also higher sales rates as they require less time to deal with potential and existing customers. Product information and selection will be automated with the online LIFEXPRESS system.
8.4 Spin-offs Competitors will be envious of XYZ Insurance as they acquire more market share from them. This will result in more demand for CRM and customer support systems in the insurance sector. Companies will look into building similar systems like LIFEXPRESS in order to regain their market share. However, XYZ Insurance will lead the pack as they already have a full fledged system running by then.
8.5 Internal Perspective Internally, the project will be looking at a marketing system through the corporate intranets/portals. This is an effective approach to communicate with staff members as corporate intranets are frequently visited by them.
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Internal newsletters and also emails will also be used to promote LIFEXPRESS. Staff members need to understand what the main benefits are for them and also how it could make their work easier.
Sales campaigns will be held to build the brokers’ confidence towards the system. Alternatively, training and introductions of LIFEXPRESS system can also be carried out in campaigns. This act will not only increase their confidence level but also sales etiquette of the brokers.
8.6 External Perspective
Internet Advertising
Traditional X
Lifexpress
Mass Media
Proposed marketing target plan (Figure 8.1)
Externally, customers need to be convinced of the benefits of becoming an XYZ Insurance customer. They need to know XYZ Insurance can deliver their policies in the shortest amount of time and that they have the best systems to support and communication with customers. For potential customers, brokers can distribute pamphlets and brochures of XYZ Insurance. It should document the main purpose of
LIFEXPRESS and its benefits to customers. For current customers, every marketing initiative should be delivered to them as well. This is a great opportunity to strenghten
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customer confidence and loyalty towards XYZ Insurance. Current customers can also be notified through e-mail. Through e-mail, customers can be educated about LIFEXPRESS and also new products from XYZ Insurance. Another possible way for marketing LIFEXPRESS is through the Company’s website. A multimedia presentation and also television advertisements will have a significant impact on the visitors. Sales campaign should be carried out in public places with brochures being passed around. This greatly increases the awareness of the public. In the bigger picture, this new business process which integrates LIFEXPRESS will portray a bigger confidence in customer satisfaction.
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9. IT Acquisition & Modification
Blackberry Compatible Device
Existing Information Servers
Lifexpress CRM
Internet Blackberry Server (Lifexpress Mobchan)
Firewall
Lifexpress LSM Database Server
Blackberry Device
Lifexpress System Laptop with Mobility Connection
System Overview (Figure 9.1)
9.1 Host Hardware
LIFEXPRESS System (Figure 9.2) These are the hardware devices that are going to be installed into the Company Information System. Namely,
LIFEXPRESS
CRM,
LIFEXPRESS
LSM
and
LIFEXPRESS MobChan. LIFEXPRESS CRM will sit
Lifexpress CRM Blackberry Server (Lifexpress Mobchan)
on top of the existing Information System and the data input will be pushed in to the database server, making the LIFEXPRESS CRM as one of the application server.
Lifexpress LSM
While the LIFEXPRESS MobChan sits behind the firewall, its job is to push the data between the system
Lifexpress System
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and the mobile gadgets. At the initial stage, the load on
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the existing servers would be minimal. However, as brokers slowly adopt the
LIFEXPRESS system, there will be significant load on the information system. Moreover, brokers in the field require real time access to information in order to process policies.
9.2 Client Hardware On the client side, these are the hardware devices being installed and used, namely they are BlackBerry devices, laptop with mobility connection and other compatible Blackberry Compatible Device
devices. These devices are accessed through an ISP Company, Telstra. As for the client side, the main focus of this project is to introduce BlackBerry devices such as model number 7250.
Blackberry Device
Laptop with Mobility Connection
Client Hardware (Figure 9.3)
BlackBerry 7250 allows you to have email, phone, browser, SMS, and organizer applications in a single, integrated handheld. Therefore, this device functions similarly like a laptop. Due to its size and features, it is more suitable and mobile for an on-field sales operation. Alternatively, the brokers can also use their laptops with mobility connections or any other BlackBerry devices. In terms of load requirements, the estimated load will not congest the network.
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9.3 Software For the LIFEXPRESS MobChan, the server will be installed with BlackBerry Enterprise Server software. BlackBerry Enterprise Server™ software is designed to provide IT departments with simplified management and centralized control of BlackBerry devices, as well as BlackBerry Built-In™ and BlackBerry Connect™ devices. Its scalable and flexible architecture is built to leverage the existing infrastructure and investment. For LIFEXPRESS CRM and LSM, it will be integrated into the existing information system and the data will be pushed in to the database server.
9.4 Network At the initial implementation of the project, the network traffic will be flowing smoothly. On the other hand, there will be a change in network configuration as the system is being adopted. This will result in network traffic congestion. In order to solve this problem, the bandwidth of the network has to be increased and monitored frequently to identify future bandwidth needs. This applies to the mobile network that is being adopted by the project.
9.5 Documentation The documentation will be included in three scopes. They are maintenance, user and training purposes. In the maintenance documentation, records of any faults, modification and services have to be recorded. This is to be practiced during the development, implementation and the operation of the LIFEXPRESS system. The maintenance documentation will also able to aid the project in future upgrades. While the user documentation will aid the user in their daily operation, especially for the system administrator and the IT support staff of the Company. The training documentation will be used for the training the brokers and policy analyst to aid their daily work. These documentations will be tailored according to the individual groups work perspectives.
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10. Consultancies
Blackberry Compatible Device
Lifexpress CRM
Internet Blackberry Server Firewall
Livexpress LSM
Blackberry Device
Telstra Consultancy Blackberry Consultancy
Laptop with Mobility Connection
Consultancy Map (10.1)
The above is a consultancy map broken into 3 segments. They are: •
BlackBerry consultancy
•
Telstra consultancy
•
Project team
10.1 BlackBerry® (www.blackberry.com) BlackBerry® is a leading wireless connectivity solution, providing access to a wide range of applications on a variety of wireless devices worldwide. It combines award winning devices, software and services to keep mobile professionals in touch with the people, data and resources. Integrating one of the BlackBerry’s application devices into the
LIFEXPRESS (MobChan) System, would enhance the communication in the project. BlackBerry will be the consulting firm for the mobile solution, sharing their technical expertise in the push technology era.
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10.2 Telstra (www.telstra.com.au) Telstra is Australia's leading telecommunications and information services Company, with one of the best known brands in the country. They offer a full range of services and compete in all telecommunications markets throughout Australia, providing more than 10.3 million Australian fixed line and more than 6.5 million mobile services. Telstra will be the consulting firm for connection solutions.
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11. Training 11.1 Training Plan Overview The training plan comprises of consultancy, the familiarization and the marketing of
LIFEXPRESS system. The main focus of the training is mainly for system administrators, policy analysts and the brokers as they are the main end users of the system.
11.2 Training Sessions Different types of training will be given during this project depending on the phase of the project and the audience. Following is a detailed discussion of training activities broken down by project phase:
11.3 Testing Phase During the implementation phase, two types of training will be given: System Administrator, End User I (Policy Analyst) and End User 2 (Broker). The training will be in the perspective of both business and technical application approach.
System Administrator Training The system administrator training is designed for those who are responsible for the administration, management, or support of the system. Through classroom training and hands-on experience, this intensive course focuses on essential administrative responsibilities of the day-to-day operational and support functions associated with the system in the Company. They will be also trained in using the MobChan’s devices.
End User I (Policy Analyst) Training End User I (Policy Analyst) Training covers introductory system’s concepts, terms, and setup. Users will learn how to navigate through the system application, search for information, modify personal settings, find additional help, as well as perform other basic tasks. This training contains an optional knowledge check to gauge understanding of the
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topics presented in CRM. In addition, users will also be taught briefly on MobChan in the event of technical difficulties.
End User 2 (Broker) Training End User 2 (Broker Training) covers the setup and use of MobChan’s device — Offline Edition and Wireless Edition. Users will learn how to manage their accounts, contacts, opportunities, activities, even when traveling away from the office, analyzing information from the CRM.
11.4 Other Training Other related training will be based on an ad hoc project if there is likely to change in the paths of the project development for the project team.
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12. On-going Services While the system is being implemented from start to its final stages, there are some ongoing service charges included. The project team has clearly identified two major areas which requires on-going services, they are: •
Infrastructure o Software Services Software for Content Developers o Hardware Services BlackBerry, Servers
•
Human Resource o Vendor Services End user support o Professional Services Webmaster, Editorial Review, Content Creation and Coordination, Web Site Design and Development, Staff Support for Service, Programming Support, DB Admin./ Design, Clerical Support, Operations Support
The purpose of having on-going services is to offer a skilled technical team which is already familiar with the technology that LIFEXPRESS requires. Moreover, it also ensures ongoing success following the implementation stage. Our technical team has proven themselves highly competent in previous projects and they will offer seamless implementation and ongoing support and development. Other than that, we also provide technical support along with maintenance and system management expertise.
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We will be looking at three key groups of stakeholders which we need to be able to support: •
Sponsors. The project has to ensure that the project is delivered on time, ensuring consistency of processes and tasks. The project wants LIFEXPRESS to meet the project goals and achieve overall success.
•
Our Customers. The project wants to make sure that our customers receive the best assistance for the project. The project wants to ensure that there is an ongoing success when the system is implemented.
•
Our Customers’ Customers. The project wants to ensure that their needs and expectations are fulfilled by making sure all systems are operational so that XYZ Insurance can deliver their products and services to them.
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13. References 1. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http:// www.blackbery.com [Accessed 5/27/2005]. 2. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http:// www.palmone.com [Accessed 5/27/2005]. 3. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com[Accessed 5/27/2005]. 4. Telstra, [Homepage of telstra], [Online]. (2005). Available: http:// www.telstra.com.au [Accessed 5/27/2005]. 5. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http:// www.Seibel.com [Accessed 5/27/2005]. 6. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available: http:// www.peoplesoft.com [Accessed 5/27/2005]. 7. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http:// www.oracle.com [Accessed 5/27/2005]. 8. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available: http:// www.4pm.com [Accessed 5/27/2005]. 9. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT MANAGEMENT [Online]. Available: http:// www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 5/27/2005]. 10. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO: The Customers' View [Online]. Available: http://www.gantthead.com/article.cfm?ID=144029 [Accessed 5/27/2005]. 11. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle River, New Jersey 12. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada 13. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world, Thomson learning Incorporated, Canada 14. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw Hill Education New York, NY 15. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson South Western, USA 16. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website Proposal 17. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION) CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004, Financial Analyst Proposal Final Report 18. Coltman T. , Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia
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14. Appendix
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Appendix A – Structure of Project Team Introduction To ensure the project’s success, a number of roles and responsibilities have been identified and will be discussed in this memo. 9 key personnel have been identified to embark the project at the research level. These include the Common Executive Steering Personnel (Project Sponsor), Project Manager, Business Analyst, Information Architect, Software Developer, Software Designer, Technical Specialist and Secretary.
Common Executive Steering Personnel (Project Sponsor) For such a major development and implementation, the overall project has to be overviewed by a number of team members. They will be then overlooked by a common executive steering personnel, otherwise known as project sponsor, who is responsible for the overall operation of the project, as well the funding for the project that is received and allocating it appropriately to each section.
Project Manager Project manager plays the main role and holds the heaviest responsibilities in executing and managing the project from the onset. In short, the project manager, who has strength in business and IT, should guide, coordinate and motivate the project team as well as serve the official interface between the team and the clients. Importantly, he will direct the project to the right schedule and path and assist the project sponsor of the organisation. In this case, these will be my main roles.
Business Analyst Assisting the project manager are his two important personnel. A business analyst is one of them. He is responsible for defining and guiding the business goal of the project and setting major budgetary guidelines. Using his strong business analytical mindset and market background research, he will work on the financial and management benefits for the projects and organization.
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Information Architect The second personnel to assist the project manager is the information architect, who is skilled at organizing information and processes. He is responsible to meet his intended customers’ needs; in this case, the employee is the customer. He will also draw up supporting documents for the project, such as the project goals, site map and feature list. He will be in-charge of drawing up the proposal and studies the merger between both industries, in terms of customer relationship management and the IT delivery concept.
Software Developer The software developer will form the development team during the development stage, using the information and planning materials from both information architect and business analyst. In addition, they also write the code for the web site or the system, which integrates the designer's concept with the business goals of the project. If the team is small, a software developer may be responsible for drawing up technical specifications and maintaining the project's hardware and software.
Software Designer Software designers are responsible for creating the look and feel of the project. Their work will be reviewed and vetted beforehand by the business manager and the developer, for right business patterns and technical feasibility respectively. They have to work hand in hand with the information architect. Overall, these blend all the technical aspect, design and information on the site, delivering a knowledge concept project, where both the top and low management gain from the learning environment organisation.
Technical Specialist (Hardware) The technical specialist or the network/system administrator will be the key personnel who will look after the project once the project is completed and ongoing. Using his specific knowledge about the hardware and software that support the project, he makes sure that the right technical plans are made and are working at optimal efficiency. This will lighten the responsibilities, which would otherwise fall on the developer.
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Quality Assurance Analyst Upon completing the project, a quality assurance analyst is usually required to make sure that the developer's and designer's work meet the business goals and the specifications documented in the discovery process. The designer and developer will need to adjust the site when necessary until the QA process is satisfactorily completed. In addition, the quality assurance specialists will study the outcomes of the project and give feedback to the whole project team. These studies are usually done from the perspectives of the end users and observations made when the end users are trying out the project.
Secretary A well-versed secretary, who has some background knowledge of the industry and experienced in technical writing, is appointed to make sure that communication is relayed to every team member and every minute of the meetings. The secretary must also ensure that the project manager is reminded on the milestones of the project.
Conclusion Running a successful project requires more than the efforts of personnel mentioned above. Organisation can have official personnel working either together or with them. Alternatively, they can outsource the human resource or even get public views. This creates another perspective of team management in the industry. Most importantly, the project manager will determine the overall direction of the project, with supervision from the steering committee.
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Appendix B – Analysis of the three solutions Solution
Solution 1:
Title
•
the
complete
•
Inherits
the
features
of
•
Revenue Growth Increase 10%
Financial Benefits
•
Reduced operational costs by as much as 30%
•
Reduced IT costs by 20-
promises better sales mobility
•
•
Offering the most basic and cost
and efficiency for field brokers.
effective
for
today’s competitive market.
3.
•
Revenue Growth Increase 9%
•
Reduced operational costs by as
•
•
Revenue Growth Increase 7%
•
Reduced operational costs by as much as 15%
much as 25%
•
Reduced IT costs by 20-35%
Reduced IT costs by 20-35%
•
Maximizing Live Support.
Maximizing revenues with
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systems
Inherits the features of Solution
35% •
Solution 3:
Offering an all-round system with additional features that
sales & support operations.
Solution 3.
Potential
•
system for XYZ Insurance
Solution Strategy
Offering
Solution 2:
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revenues
with
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Live Support.
•
Increase
employee
productivity 13% •
Increased
policyholder
•
Other
•
Benefits of Each
average
call
handling time by 11% •
solution
Reduced
Increase sales conversion by brokers 22%
•
Enabled
70%
reuse
of
components •
Easy
integration
with
current information system •
Reduced training time by
•
• •
of
the
•
Inherits
the
features
Solution 3 (CRM, CSM)
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of
Increased
policyholder
•
93%
83%
Reduced average call handling
•
Increase sales conversion by
Enabled
70%
•
Increase sales conversion by brokers 22%
reuse
of
Easy integration with current
Reduced training time by 2030%
•
Reduced average call handling time by 11%
•
Enabled
•
reuse
of
Easy integration with current information system
•
Reduced training time by 2030%
Inherits the features of Solution 3 (CRM, CSM)
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70%
components
information system •
policyholder
satisfaction rates from 76% to
components •
Increased
satisfaction rates from 76% to
brokers 22% •
Increase employee productivity 8%
time by 11%
20-30% Assessment
•
10%
satisfaction rates from 76% to 96%
Increase employee productivity
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value
of
•
University of Wollongong
MobChan allows brokers to
•
Field
Service
mobile
client
•
CRM helps you to understand,
each
access and update customer
enables technicians with access
anticipate and respond to your
solution
relationship
to the full desktop computing
customers' needs in a consistent
solution on a laptop or notebook
way,
computer.
organization.
through
databases
handheld
mobile
device such as TabletPC on the run.
•
•
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AutoUpdate
automatically
•
right
across
your
CSM increases your sales,
updates policy brochures stored
providing technical assistance
in computing devices.
and increasing your customer
Multi region support designed
satisfaction by delivering Live
for global deployments.
help Customer Service.
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Appendix C – Gantt Chart
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Appendix D – Solution 2
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Appendix E – Solution 3
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Appendix F – Solution 1
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Appendix G – Project Minutes
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes 22 March 2005 (Week 5) 1430 – 1630hrs Time: Tim Coltman, Regular Type of Meeting: Facilitator: Peter Hyland UOW/2005/IACT451/WM/001 Ref. No: Attendees: Aidil, Hazman, How Whay, Laurent, Absentees: Sovanna Choosing of group members, role allocation for Project XYZ Insurance Topics: SITACS, University of Wollongong Location: Taken By: Md. Aidil Osman Date:
S/No
Minutes’ Details
1. The meeting started when the facilitator handed out the Case Study which outlines the three specific roles required for the project. Each group was to be comprised of three members each holding a role i.e. Client Liaison (CL), Business Case Architect (BCA), and Technology Impact Analyst (TIA). Each of us expressed which roles would best suit us according to preferences and strengths. The result of which is listed below:
NAME Aidil Hazman How Whay Laurent Sovanna
Job Allocated All
All
Dateline
Remarks
29th March 2005
Choosing of group member
Role allocation
1ST CHOICE 2ND CHOICE Client Liaison Technology Impact Analyst Technology Impact Analyst Business Case Architect Business Case Architect Technology Impact Analyst Business Case Architect Client Liaison Not present (To Be Confirm Later)
1 IACT 451 IT Project 2005 (Annual)
S/No
Minutes’ Details
2. As there were 5 people present the forming of a group posed an immediate concern. Sovanna was not present during the meeting due to undisclosed reasons. Prior to the meeting How Whay and Laurent had a mutual understanding to work together while Aidil and Hazman preferred to work together as they had formed a good working relationship in the past.
Job Allocated All
Dateline
Remarks
29th March 2005
The decision was made to seek the advice of the facilitator on this issue as there were several individuals not present in the meeting who would be able to join the group. An email was sent to the facilitator by Laurent after the meeting ended regarding this matter.
2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
30 March 2005 (Week 6) 9.30 – 11.00 am Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/002 Nurhazman Abdul Aziz, Md Aidil Osman Nil Weekly Meeting (updates) Through MSN Messenger conversation Md Aidil Osman Minutes’ Details
Job Allocated
1. Hazman and Aidil decided to start on the project while waiting for advice from the facilitator regarding setting up of a group. The decision has been made that Aidil takes on the role of Client Liaison while Hazman is assigned the role of Technology Impact Analyst. We are still waiting for a 3rd member to join the group in the role as Business Case Analyst.
All
2. Sovanna has confirmed his preference for the TIA (1st Choice) or CL (2nd Choice) role therefore it is most unlikely he will join this group. It would be ideal if either How Whay or Laurent complete the group as they both indicated their preference for the BSA role. This matter will be sorted out during the next meeting on 5 April 2005.
All
Dateline
Remarks Distribution of roles
5 April 2005.
Sovanna confirmed his preference
1 IACT 451 IT Project 2005 (Annual)
3. As this period was during the break, the meeting was held online through MSN Messenger and phone calls to further clarify certain points. The two current members of the group exchanged their activity three task to better understand what each can bring to the project.
All
Channel of communication
These two primary objectives were decided on: 1.
Develop a thorough financial profile of customer, identify and explore our company’s most appropriate competitors’ ratings and performance
2. Generate all the necessary paperwork on-site to consummate sale
Project Objective
Project Objective
One of the primary concerns of the project was to create a user friendly product. As stated by Mr. Bennet, “Computers have never been one of our strengths.” This objective will be kept in mind throughout the entire project development and planning to ensure success.
2 IACT 451 IT Project 2005 (Annual)
4. Hazman have suggested the following actions to follow up on as the project TIA: 1.
Interview some of brokers (friends who work as/in the insurance agent/industry before) on their job aspects and daily lives.
• Enquire how the industry project is like • The technology they have been using. From this point, we will able to get notes on their software providers and do detailed researches later on.
All, CL will consolidate all the information
Interviewed brokers to find out in details of the industry
All
All, TIA will consolidate all the information
• Will get feedback from the clients. 2. Once complete, we will search the technology used in the insurance industry 3. Please also learn the concept of Customers Relationship Management (CRM) and also the software used. We have estimated our project will go towards this process.
TIA
Followed by the technology used
All
Using the concept of Customers Relationship Management
3 IACT 451 IT Project 2005 (Annual)
5. Take taken: Action 1: All
Action 1
TIA
Action 2
Everyone in the group will have to have a good grasp of CRM before embarking on the project. The concept and applications will have to be understood in order to successfully apply this process to XZY Insurance.
All
Action 3
The decision was also made for every member to write a short memo or summary which will include their weekly tasks and any useful information found. Documentation of this is essential.
All
Documentation
It was decided both of us make use of our contacts working in the insurance industry. We will extract and gather as much information from those contacts so as to get an accurate depiction of the current practices in the market. Action 2: This will be done by the TIA upon completion of action 1. Action 3:
4 IACT 451 IT Project 2005 (Annual)
6. A Yahoo Group was set up for the group to facilitate discussion and information sharing between group members as mass emailing parts of the project often leads to chaos. Email quota would be exceeded, there would be unnecessary duplication of information, uncertainty if the files in the email were the latest version, and etc.
All
Creation of Yahoo Group
CL Having a common source of files would address this problem. The CL would be responsible for maintaining the files and have a copy offline in case of emergencies. Finalized documents would be converted to Adobe PDF format while drafts would be posted up for members to comment on and edit. The URL for the Yahoo Group is: http://asia.groups.yahoo.com/grou p/iact451/
5 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 5, 2005 1530 – 1600hrs Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/003 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Nurhazman Abdul Aziz Minutes’ Details
1. Recapped on the previous meeting, and brief introduce the documentation system which have been done on the net thru Yahoo group. Every team members have to be familiarised, tutor also being brief on the updates and progress.
Job Allocated Hazman (TIA)
Dateline
Remarks Brainstorming and update the progress of project
2. Client’s detail brief on company operations, daily operation of brokers, communication between brokers and company, thru several means of communication.
Peter (Client)
Brief on company, brokers, communication
3. Client’s desire system to aid their operations. The company and brokers want to cross sell other products, able to compare their products to competitors, for now in the Australian market e.g. GIO, will showcase the XYZ’s policies in a better position to competitor’s products, Do not show how competitors have a better product than XYZ
Client & Aidil (CL)
Desire System
1 IACT 451 IT Project 2005 (Annual)
The client told us to meet next week to talk to their policy analyst to discuss key performance indicators of the company. They wish to have they have a balanced approach. They want to use a technology that is mature, have been proven to work and a bit towards the latest technology. 4. The policies received from brokers are reviewed by policy analysts to determine if the company is going to insure the customer. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts. The company is looking if its possible to automate the acceptance of policies by implementing expert systems.
Peter (Client) & Aidil (CL)
Selling Process for the policy system
5. Customers the company currently provide for covers individuals and businesses. They have several large corporations such as Bluescope. The main market now is Australia where they are the largest insurance provider and they have been in NZ for the past 10 years. They now want to target the South East Asian market.
Peter (Client)
XYZ’s Pool Of Customers
6. We have agreed with the clients to draw out 3 ideal system, based three different approach and budget of the project proposed.
All
Proposal of 3 ideal system
Prepared by, Nurhazman Abdul Aziz Technology Impact Analyst 2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 12, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/004 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. Discussed about the competitors in the insurance industry for the regions of Australia, New Zealand, and South East Asia.
Job Allocated Aidil (CL) & How Whay (BCA)
Identify and discuss the business process that the industry has adopted.
2. A study was conducted on mobile, CRM and real time communication solutions 3. Case studies on how the industry has implemented similar solutions were brought up and studied.
Dateline
Remarks Examples of companies studied in the SEA market were; Prudential, Great Eastern and AIA, while for the Australian and New Zealand region includes; AAMI, CGU and Illawarra Credit Union.
Hazman (TIA) ALL
Taking these into consideration would help the project team to learn from previous mistakes. 1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 19, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Presentation UOW/2005/IACT451/WM/005 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. As requested by the client, the project team presented an initial draft proposal. Topics covered include; business process, front and back end equipment, scenarios, hardware costs, and competitors in South East Asia
Job Allocated ALL
Dateline
Remarks
2. Client gave comments on the project progress and requested three types of solutions to be presented at a later date
ALL
Proposal of 3 solutions
3. The group allocated the task of creating the three proposals.
ALL
Allocation of tasks
Hazman as TIA would propose the high end solution as he has the most technical knowledge. Aidil would propose a mid level system that would have a balance between technology and cost How Whay would propose the low end proposal. 1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
May 3, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Presentation UOW/2005/IACT451/WM/006 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. Presented the three solutions to the client
Job Allocated ALL
2. Client selected solution 1, high end, and told us to start working on it.
ALL
3. Break down the task into parts and allocated to project members as per their background
ALL
Dateline
Remarks All solutions proposed meet the main requirements. The difference lie in configurations and specifications
As scope of project has been refined the team focused its efforts into the implications of implementing the system.
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Appendix H – Memo
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University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
01 April 1, 2005 1636 Time: Nurhazman Abdul Aziz Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/001 Standard in the Paper Filling System
S/No Details 1. Please take note that I have upload a filling reference system. Each minutes, memo, proposal that to be file must have a filling system according below. This will allow smooth documentation through the project phase. S/No Details 1. Weekly Minutes
2. Memo
3. Proposal Paper
Dateline
Remarks Filling System
System Proposed Reference UOW/2005/IACT451/WM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/MM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/PP/001 Number Explanation Company/Year/Project Name/Project File/File Detail
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University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 05, 2005 1930hrs Time: Md Aidil Osman Type of Meeting: Notes UOW/2005/IACT451/MM/002 Daily Operation of Broker
S/No Details 1. How broker communicate with XYZ. They bring pamphlets or policy papers when they meet the client. They company have its own secure website. They encourage brokers to download these documents and print or show to client via laptop.
Dateline
Remarks
Brokers then post the signed policy documents to the company. The documents are sent to the company where data entry staffs enter the details into the computer system. If there are missing data e.g. tax file number missing they call the broker to find the information. The company also accepts emails form brokers who send via attachment policy details but from experience it is not a good system to accept documents. Brokers are intermediate computer users. The company and brokers want to cross sell other products. If a broker travels to a distant farm to offer insurance policy they could also offer to provide the client other products such as mortgage insurance, etc. or to a large organization they can offer fire safety policy etc. the company offers discounts to those who buy a range of products. The brokers are local experts who live in or near the area they are servicing. While most have their own equipment such as laptops a minority does not (according to company its 7%). If we can 1 IACT 451 IT Project 2005 (Annual)
show that losing the 7% of brokers who do not have mobile computing equipment but the new system will increase sales by a margin that will more than cover the percentage of brokers lost they will do it. This related to return of investment (ROI). The policies received from brokers are reviewed by policy analysts to determine if the company is going to insure the customer. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts. The company is looking if its possible to automate the acceptance of policies by implementing expert systems. This will reduce manual repetitive tasks on simple cases. This will also increase efficiency as man hours are not lost to simple tasks. Larger or more complex cases will also help the more complex cases but still need to be verified by policy analysts. Customers the company currently provide for covers individuals and businesses. They have several large corporations such as Bluescope. The main market now is Australia where they are the largest insurance provider and they have been in NZ for the past 10 years. They now want to target the South East Asian market. The company wants the system to be able to compare their products to competitors, for now in the Australian market e.g. GIO. The system will showcase the XYZ’s policies in a better position to competitor’s products. Do not show how competitors have a better product than XYZ. The client told us to meet next week to talk to their policy analyst to discuss key performance indicators of the company. The position of the company in terms of technology is they have a balanced approach. They want to use a technology that is mature, have been proven to work and abit towards the latest technology. 2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 08, 2005 1000hrs Time: Md Aidil Mosman Type of Meeting: Ad hoc UOW/2005/IACT451/MM/003 Requirement
S/No Details 1. Greater product distribution ⇒ A system to support brokers with tools to get fast, reliable information needed to close the sale ⇒ Increase sales ⇒ Expand market reach towards South East Asia, HK 2. Reduce internal costs ⇒ Streamline business functions ⇒ Automate simple repetitive tasks (reduce the time taken for an expensive staff member to do simple tasks as it’s done by computers) ⇒ Less data entry staff required ⇒ Less employees needed to do the same amount for work previously 3. Increased cross selling of products ⇒ Higher level of customer relationship
Dateline
Remarks
1 IACT 451 IT Project 2005 (Annual)
4.
Exploitation of new web based technologies to help brokers work remotely with customers ⇒ Implement expert systems to aid in decision making ⇒ Implement a technology that competitors don’t have ⇒ Gain competitive advantage through ICT ⇒ Identify new methods to conduct business that was impossible few years ago ⇒ Develop through financial profile of customer ⇒ Identify and explore XYZ most suitable products ⇒ Compare and contrast XYZ offerings against competitor’s ratings and performance ⇒ Generate all necessary paperwork on site to close the sale ⇒ Point of sale is at customer’s location ⇒ Time to complete processing of paperwork reduced from days to hours
2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 09, 2005 1000hrs Time: Nurhazman Abdul Aziz Type of Meeting: Ad hoc UOW/2005/IACT451/MM/004 Draft Proposal for XYZ (High End)
Draft Proposal for XYZ Insurance By Nurhazman Abdul Aziz
Details on Lifexpress System Lifexpress enables organizations to efficiently organize, populate, and maintain information on all aspects of their customer relationships in the insurance industry. The system seamlessly blends all of the functionality required to manage information on many aspects of your business into an intuitive and friendly tabbed user interface. The core features of Lifexpress are: – Customer Relationship Management: • Account creation and management, with any number of Contacts associated with each Account; • Activity history (Meetings, Calls, Tasks, Notes with optional file attachments, and Emails) is tracked for Contacts, Accounts, Leads, Opportunities and Cases; Tasks may be assigned to users, and automatic email notifications may optionally be sent to advise users of new tasks; and Sales Force Automation: • Summary view of upcoming Appointments, top Opportunities, open Cases, Leads, open Tasks, assigned Bugs, sales pipeline graph, monthly calendar, and a quick contact entry facility; • Sales Lead creation and tracking, and conversion of sales Leads into Opportunities; and Graphical Dashboard display of Opportunity Pipeline, Lead Sources & Outcomes. • Comparasion of product with compatitors Customer Service Tracking:
IACT 451 IT Project 2005 (Annual)
• • •
A case management system that allows users to track customer problems and resolutions. Allows each problem to have a lifecycle of information to improve customer satisfaction; and Each case links to the related Account, Contacts, Notes, associated files, plus Call and Meeting activity history. A bug tracking system for managing bugs reported against different revisions of software.
News Service: • An RSS news feeds module lets you select and manage your favorite news feeds, and display them on your My RSS News Feeds screen. Corporate Calendar: • Calendar view (by Day, Week, Month, or Year) of all corporate Activities, with an associated Task list; and • Shared calendar for viewing other user’s calendars for avoiding scheduling conflicts. Interface Consolidation: • The Portal module allows administrators and users to link external web sites and web applications into the Lifexpress user interface, enabling Lifexpress to become a unified information interface for its users. Home Module: • Each user can now modify the tab list. • My Upcoming Appointments o Now permits you to filter by today, tomorrow, this week, next week, this month and next month for greater flexibility in managing how you view your appointments. o Now displays all open appointments prior to the filter date, not just those open appointments between today and the filter date. This prevents you from forgetting previous open appointments. o The associated contact name and account name are now displayed when you mouse over the appointment name so that you don’t have to drill into each appointment to find this information. • My Open Cases and My Assigned Bugs have been added to the screen layout. • One of the best kept secrets in Lifexpress, the “Enter Business Card” shortcut has been added to the Shortcuts area. This feature allows users to enter a new Contact, Account, Opportunity and follow-up Meeting all in one screen. Portal Module: • Add new tabs or individual user shortcuts to external web sites and applications. Allows you to create a single enterprise application. IACT 451 IT Project 2005 (Annual)
Contacts Module: • Keep your data clean with a check for contact duplicates that now takes place when first creating a record – the same duplicate check that is performed when converting a lead or entering a business card. Accounts Module: • As with contacts, keep your data clean with a check for account duplicates that now takes place when first creating an account - the same duplicate check that is performed when converting a lead or entering a business card. If a possible duplicate is found, you are taken to a Show Duplicates screen. Activities Module: • When closing a task, meeting or call from the home tab, open activities sub-panel or activity list views, you are now taken to the edit view screen so that you can enter notes before saving. Allows you to quickly enter notes about the activity as you close it. Dashboard: • A new charting engine that generates more attractive charts and supports Far East and Cyrillic character sets. This Flash-based plug-in is downloaded to the end user’s browser, allowing data to be populated as the user watches while simultaneously decreasing the server load. RSS Module: • You can now receive and view news feeds (RSS and ATOM) in this new module. Each user can manage their own set of favorites to be displayed as My RSS News Feeds. • Bug Tracker Module: o To enhance the service management capabilities of the system, a software bug tracking module has been added, to manage the life cycle of software bug reports. System Administration: • Customize fields in the application without directly modifying the source code. Fields can be added, modified, removed or reconfigured through a simple pointand-click administration tool. • Modify dropdown values directly from the Admin screen. • New configuration settings have been added to the system configuration file which can disable the Export capability for all users, or for all users except those with Administrator capability. • You can now set your time and date display to new formats including day-monthyear and 10:00am.
IACT 451 IT Project 2005 (Annual)
•
You can set your time zone and have all record time stamps displayed in your local time.
Lifexpress is built on established customisation technologies based on open source concept and widely supported industry standards, including the PHP development environment, the MySQL relational database, the Apache or IIS web servers, and the Linux or Windows Server operating systems. The system supports both the LAMP (Linux, Apache, MySQL, PHP) and WIMP (Windows, IIS, MySQL, PHP) platforms.
IACT 451 IT Project 2005 (Annual)
Technical Requirement for Lifexpress Before you begin using the system, ensure that you have the appropriate software installed and configured on your system. All you will need is – •
A current web browser running on your computer. Lifexpress will be tested with and supports a variety of browsers. The following browsers will be known to work with Lifexpress: o Mozilla version 1.7 and higher - www.mozilla.org/mozilla1.x o Firefox version 1.0 and higher - www.mozilla.org/firefox o Konqueror version 3.2 and higher - www.konqueror.org o Microsoft Internet Explorer version 5 and higher - www.microsoft.com/ie
•
Both JavaScript and cookies support must be enabled in the security settings of your browser and is usually turned on by default.
•
Network access to a server that is running the Lifexpress software. o Your system or network administrator will be able to provide you with an Internet address (URL) from which the system can be accessed.
Internet / Intranet
Brokers Onsite • Access the System via own means (dial up or broadband) Brokers At Home • Access the System via own means (dial up or broadband)
Lifexpress System • Server will sit in the main HQ • Administrate by staff of organisation
Brokers At Office • Access the System via own means (dial up or broadband)
Key Staffs • Access the System via own means (dial up or broadband) Access System of Lifexpress 5 IACT 451 IT Project 2005 (Annual)
Recommend Equipment Used By Brokers Because insurance brokers are always on the go, having the flexibility to conduct business anywhere anytime has become an absolute necessity and critical requirement for success in today's market. What is a Tablet PC The tablet pc allows you to experience a new level of productivity and mobility by bringing handwriting and computing together in an innovative, highly mobile and extremely versatile design. This powerful all new way of computing allows for seamless mobility between different environments. It is the next generation of computing - a full function PC with ultra-mobile design that incorporates the simplicity of handwriting. New Advance in Tablet PC • Ideal flexibility - use either pen or mobile keyboard • Ability to write and store information as "digital ink" with state of the art handwriting capability with Windows Journal • Innovative mobile keyboard - removable, change with a flip of a switch from tablet to notebook PC mode • Innovative docking station -- easy transitions with multi-monitor docking profiles • Ultra-thin and light design -- 3lbs, less than 1" thin • The latest in wireless capability - integrated wireless LAN 802.11b and Bluetooth PAN • Long battery life - over 4 hours • Speech recognition software • Improved sparkle free glass Feature to Consider • Mobile Intel® Celeron® (ULV) or Intel® Pentium® M (ULV) • Powerful operating system - Microsoft® Windows® XP Tablet PC Edition • Processor speed: up to 1.0 GHz • Memory: up to 2 GB SMART hard drives: 30GB - 60GB • Ports/connectors: includes two (2) USB 2.0 RJ-45 (NIC), RJ-11 Modem, VGA internal 802.11b integrated wireless LAN and Bluetooth PAN, 1 ea. PCMCIA slot, 1 ea. Compact Flash slot • Audio: built-in stereo speakers, headset adaptor, microphone input, external speaker port, Input: includes active pen, keyboard and pointstick • Docking station: with 4 USB 2.0 ports, extend functionality by adding a fullfunction monitor, mouse, keyboard, and MultiBay options such as floppy drive, CD-ROM, DVD, and/or CD/RW System prices start at US$1599.00* 6 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 14, 2005 2018hrs Time: Hoh Whay, LOH Type of Meeting: Ad hoc UOW/2005/IACT451/MM/005 Insurance Policies of Competitors in SEA (Indonesia, Thailand, Malaysia, Singapore)
Country: INDONESIA Company: Allianz Indonesia Retail Insurance Name My House My Car My Life Style My Business My Health My SafetyBox
ProteksiKu My Life Insurance My Healthcare
Type Fire insurance. Motor vehicle insurance. Travel insurance. Professional liability. Personal accident insurance. Combination of four individual insurances, Property, Motor Vehicle, Personal Accident, and Personal Liability of which you can choose those which fit your needs. Personal accident insurance package, which is developed specifically for retail customer. Education Fund Program, Savings Plan, Basic Protection, as well as combination of Protection & Investment Plan. Health insurance.
1 IACT 451 IT Project 2005 (Annual)
Corporate Insurance Name Property Marine Engineering Casualties Liability
Employee Benefits
Type Business Interruption, Consequential Loss Insurance, Householder, Industrial All Risks, Loss of Profit Marine Cargo, Inland Transit, Marine Hull Erection All Risks, Constructor's All Risks, Machinery Breakdown, Electronic Equipment Motor, Money Insurance, Fidelity Guarantee Director's and Officer's Liability, Employer's Liability, Product Liability, Professional Indemnity, Public Liability, Workmen's Compensation Health coverage, life coverage for employee, Pension Fund program, reserve fund for severance payment and other future savings needs.
SME Insurance Name UsahaKu
Type Insurance protection against the basic risk of Flexas (Fire, Lightning, Explosion, Falling of an aircraft, Smoke) RSMD (Riot, Strike and Malicious Damage) and burglary completed with the loss of profits coverage caused by those basic risks.
Country: THAILAND Company: BUPA Thailand Personal Insurance Name Personal Care Platinum Care Worldwide Travel Insurance
Type Personal health coverage. For individuals and their families who want access to the very best medical facilities. Worldwide travel insurance for employees and families.
Corporate Insurance 2 IACT 451 IT Project 2005 (Annual)
Name Corporate Care Small Company Care
Type Protecting employees' health and company's financial health (Companies of any size). Specially designed packaged solution for companies with 100 employees or less.
Country: MALAYSIA Company: Great Eastern Life Personal Insurance Name Protection Health Education Retirement Investmentlinked Supplementary Riders
Type Lifetime protection, against unexpected events and hardships. Medical coverage. Coverage for children’s education. Maintain financial independence well into retirement years. Life insurance plan where the value of benefits are, wholly or partly linked to investment performance of a separate investment-link fund(s). Enhanced benefits on the basic whole life, term or endowment policies.
Corporate Insurance Name Employee Benefits
Type Employee health coverage.
Retirement Benefits
To provide as an additional protection against the loss or reduction in the earnings as a result of retirement, premature death or total and permanent disability. The Developer gives a free insurance protection and investment to eligible purchasers.
Property Reward Scheme
Country: SINGAPORE 3 IACT 451 IT Project 2005 (Annual)
Company: Allianz Singapore Personal Insurance Name Domestic Servants
Type For families with foreign domestic help. Personal accident, repatriation expenses, hospital expenses, etc.
Family HealthCare HomeSafe LadyAutoSafe MobileSafe
Healthcare program designed for individuals and their family.
Motor Personal Accident TravelSafe
Home coverage. Car insurance tailored for ladies. Coverage for electronic Mobile Equipment that is solely for personal use. Motor coverage. Personal coverage. Travel coverage.
4 IACT 451 IT Project 2005 (Annual)
Corporate Insurance Name All Risks Business Interruption Contractors Directors & Officers Electronic Equipment Extended Warranty Fidelity Guarantee Fire Insurance Garage Safe Group Healthcare Group Personal Marine Cargo Money Plate Glass Product Liability Professional Indemnity Public Liability
Small Business Workmen's Compensation
Type Property coverage. Coverage for business interruption. Covers risks within the Construction Industry. Indemnify the company and its directors or officers against loss arising from claims made against them by shareholders in respect of breach of fiduciary duty or other dereliction of duty. Coverage for electronic equipment such as computers. Offers the Distributors or Manufacturers a protection that covers risks from products, such as repair cost and replacement of products/components. Coverage for employees who are likely to cause pecuniary loss because of their constant exposure to cash, stocks or other assets. Fire & lightning coverage. Garage coverage. Employees’ health coverage (lump sum hospital and surgical plan). Employees’ health coverage. Marine cargo coverage. Coverage for loss of money. Coverage for accidental breakage of glass Product liability coverage. Coverage for the Insured's legal liability for financial loss incurred by a Third Party arising out of the advice given in a professional capacity. Coverage for accidental bodily injury to and/or damage to property of any third party arising out of and in connection with the Insured's business. Combination of Property on an "All Risks" basis, Business Interruption, Money and Workmen's Compensation. Coverage for employer’s ‘workmen’.
5 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 10, 2005 1500 hrs Time: Hazman Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/006 Solution Overview
Graphical representation of Lifexpress
Lifexpress CRM
Blackberry Compatible Device
Existing Information Servers
Internet Blackberry Server (Lifexpress Mobchan) Lifexpress LSM
Database Server
Firewall
Blackberry Device
Lifexpress System Laptop with Mobility Connection
The new Lifexpress will be built on top of the existing Information System architecture. The new system consists of 3 parts i.e. the CRM, LSM, and Blackberry Servers. Brokers connect to the Company via the new system through the use of mobile devices. There are three methods to connect to the Company IS. The project team strongly suggests using a Blackberry device to fully utilize the potential of the new features. Other methods to connect are through laptop with mobility connection or Blackberry Compatible devices.
1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 2, 2005 1700 hrs Time: Aidil Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/007 Feasibility Study
Feasibility Report on Lifexpress for XYZ Insurance Problem statement:
In our initial feasibility study, we have identified the following needs of XYZ Insurance:
1. improved product distribution 2. reduce internal cost 3. increased cross selling of products 4. exploitation of new web-based technologies
XYZ Insurance’s desired systems solutions:
1. new method for brokers to conduct business 2. develop a thorough customer financial profile 3. identify and explore XYZ’s most appropriate products 4. differentiate XYZ’s products against the competitors 5. to close a sale on site with all necessary documentation A higher level of expectation is required from today's insurance companies. Consumers’ needs are becoming more complex. Thus they demand highly customized products, tailored to their individual needs and to be able to compare with other market offerings. 1 IACT 451 IT Project 2005 (Annual)
To meet this level of standard, insurance companies of all sizes are turning to Customer Relationship Management (CRM) to assist in becoming faster and more flexible -- all while cutting costs. With Lifexpress’ CRM for Insurance, insurers can not only adapt quickly to changing customer and market need, but also maintain the control and visibility they need to ensure profitability and growth. Our comprehensive set of innovative solutions can help XYZ streamline claims processing, collections and disbursements, and asset management - and sustain profitable relationships with their best customers. Furthermore, this is now the time to discover the powerful advantages of Lifexpress’s Customer Relationship Management for the insurance industry, as a ground solution. This comprehensive, fully integrated solution provides everything XYZ’s need to build a cutting-edge, customer-centric, and highly profitable organization. With Lifexpress CRM, you can improve the quality of sales and service across every channel and touch point, including agents and brokers, direct marketing, field sales, telephone, fax, and the Internet. Lifexpress CRM integrates with all XYZ’s current other major business systems – such as claims, commissions, policies, and financial systems – streamlining your business processes and improving your response times. In addition, XYZ is also able to integrate other technical components and equipments to generate all the necessary paperwork on-site to consummate a sale.
As a result, you can focus on what is important in your business: increasing customer satisfaction, reducing operational costs, and growing profitability. And that’s the best way to ensure a successful future.
2 IACT 451 IT Project 2005 (Annual)
Solution 1:
The general scope of the proposed solution is shown in Diagram 1 below.
XYZ Information System
Broker Policy Analyst
Client Customer Relationship
External P
Internal P
Diagram 1: Overall scope of the proposed solution
Technical Feasibility:
At present, XYZ have an existing reliable Information Systems (IS) that completes all the necessary process internally. The only accessibility made currently available to the brokers is to download the relevant policy for them to market and sell. With the new Customer Relationships Management system to be integrated with the existing IS, these would allow the brokers to work with much efficiency. Furthermore, the brokers and the policy analysts are able to communicate directly in the process of dealing the policy.
3 IACT 451 IT Project 2005 (Annual)
Technically, a number of new hardware and software is need for the proposed solution. They are currently readily available at a price that is within the acceptable range. This hardware includes the purchasing of a new application database server that the CRM will install to. Basically, the CRM will be a web-based customer centric intelligence application, where the brokers will login to the secure website, filling up the customers details, and learning the customer’s interested product. In addition, this CRM will not replace the current setup. On the other hand, it will act as an add ons to the current IS of XYZ to provide and enhance the features. Hence, it will reduce the process in closing the deal from 4 to 6 weeks to a few days or hours.
Organisational Feasibility:
Implementing this system, will involved a number of staffs in XYZ, mainly the policy analysts and the brokers will be affected. Training needs to seek out for these two staffs, as they are the main front-users of the systems and they have to be well verse with the system environment.
In contrast, there are a large number of stakeholders involved, apart from the two staffs members. Each of these stakeholders has various interests and agendas towards the implementation of the system. In addition, they have divergent and conflicting interests as they report to different people both internal and external to XYZ. This make the situation hard to satisfy the difference group of stakeholders within the company, creating organisation’s structure, duties and responsibilities will change. Resulting, some staffs, such as data entry clerk will be reduced
4 IACT 451 IT Project 2005 (Annual)
Economic Feasibility:
The full Cost Benefit Analysis, including Return on Investment and Net Profit Value has not been determined in detail. Preliminary costing for the high end solution has a figure of $150,000 for new equipment cost and $20,000 for ongoing costs, which include the softwares, consulting, training, implementation and other costs. We yet need to find this amount affordable for the company for the benefits received. Modification of existing hardware that was to aid the brokers in the sales process would be possible to reduce this cost further.
Steps to Follow
Please check the proposed solution with your stakeholders. For any requests for modifications or changes feel free to contact us. If the decision has been made to go ahead with the solution, a detailed proposal will be prepared and submitted for approval. The proposal will include all necessary details. We believe the solution will address the problems identified and meet the desired functionality of your company.
5 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 11, 2005 Time: How Whay Type of Meeting: UOW/2005/IACT451/MM/008 Interim Report
S/No Details Dateline 1. An interim report has to be drawn out to demonstrate the project plan. The format of the plan will vary according to the size and nature of the project. In the plan will compromise • Executive Summary • Introduction • Project Objective • Scope Statement • Task • Costing • Risk Analysis • Process Map • Marketing • IT Acquisition and Modification • Consultancy • Training • On-going Services • And other related materials The plan will also demonstrate in detail on the project approach and schedule using a gantt chart, and the costings using Net Present Value (NPV) to get a Return Of Investment (ROI). And lastly, a detailed schematic design of the business process of the technical view. 2. Detailed research on the behaviour of CRM and LSM are to be conducted in order to built an effective solution. A report has to be prepared and finalized before the development takes place in the next section.
Remarks BCA in charge and finalize the report. TIA to provide information on technology aspects. CL to provide details regarding the organizational aspect.
1 IACT 451 IT Project 2005 (Annual)
3. A detailed research has to be done using Blackberry device in the Mobility Channel. A report has to be prepared and finalized before the development takes place in the next section. 4. A research analysis has to be conducted on the brokers and staff of XYZ regarding the level of information literacy. This is in order to build an effective system that enables the sales automation process.
2 IACT 451 IT Project 2005 (Annual)
IACT 451 IT Project
University of Wollongong
University of Wollongong IACT451 IT Project Request for Proposal (Spring Session)
Version 1.0 Lasted Update: Tuesday, 30 May 2006 Prepared By: Nurhazman Abdul Aziz 2666182 Loh, Hoh Whay 2400431 Md Aidil Osman 2390693
The Request for Proposal is intended solely for XYZ Insurance’s information and her perspective Respondents. The information given here is to the best of our knowledge. The contents of this Request for Proposal are confidential and not to be reproduced without expressed written consent.
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Amendment History Version Number
Description of Change
Author
Date
Reviewed By
Author By
1
First Draft of RFP
Nurhazman Abdul Aziz
September 13, 2005
Md Aidil Osman
Nurhazman Abdul Aziz
2
Second Draft of RFP, Editing the Grammar, Shaping up the RFP
Nurhazman Abdul Aziz
September 20, 2005
Md. Aidil Osman
Md Aidil Osman
3
Checking for Business Fluency
Nurhazman Abdul Aziz
September 21, 2005
LOH Hoh Whay
Nurhazman Abdul Aziz
Peter Hyland, Tim Coltman
Nurhazman Abdul Aziz
4
Review by Project Sponsor
Nurhazman Abdul Aziz
October 11, 2005
5
Final Draft
Nurhazman Abdul
October 16, 2005
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Nurhazman Nurhazman Abdul Aziz Abdul Aziz
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Distribution List Names Nurhazman Abdul Aziz Hoh Whay, Loh Md. Aidil Osman Peter Hyland Tim Coltman
Confidential
Title Technology Impact Analyst Business Case Analyst Client Liaison Officer Project Sponsor (XYZ Insurance) Project Sponsor (XYZ Insurance)
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Table of Contents 1. Project Scope .................................................................................................................. 7 1.1 A brief background of our company......................................................................... 7 1.2 A Brief Description of the project ............................................................................ 7 1.3 Project Time Frame................................................................................................... 9 1.3.1 Proposal Submission Date ................................................................................. 9 1.4 Project Budget......................................................................................................... 10 1.4.1 Project Sponsorship ......................................................................................... 10 1.4.2 Understand the Business Objective ................................................................. 10 1.4.3 Budget .............................................................................................................. 11 1.5 ITPST’s Primary Contact........................................................................................ 12 2. Target Audience............................................................................................................ 13 2.1 Demographics ......................................................................................................... 13 2.2 Comfort Level with Technology............................................................................. 13 2.2.1 Field Staff......................................................................................................... 13 2.2.2 Policy Analysts ................................................................................................ 13 2.2.3 Back-end Staff ................................................................................................. 14 3. Design Requirements and Conditions........................................................................... 15 3.1 Fixed Price Proposal Required................................................................................ 15 3.2 Types of Solutions Required................................................................................... 15 3.3 Software Architecture and Design Services ........................................................... 16 3.3.1 Customer Relationship Management (CRM) Software................................... 16 3.3.2 Live Support Management Software ............................................................... 17 3.3.3 Mobility Channel ............................................................................................. 17 3.4 Installation Services ................................................................................................ 18 3.5 Network Infrastructure Procurement ...................................................................... 18 3.6 Network Monitoring and Management Services .................................................... 19 3.7 Network Maintenance and Upgrade Services......................................................... 20 3.8 Customer Service and Technical Support Service.................................................. 20 3.9 Maintenance and Support, Warranty, Training....................................................... 21 3.9.1 Maintenance and Support Services.................................................................. 21 3.9.2 Warranty .......................................................................................................... 21 3.9.3 Training............................................................................................................ 22 3.9 Other Related Issues ............................................................................................... 22 4. Technical Infrastructure Requirements......................................................................... 23 4.1 Development Technology....................................................................................... 23 4.2 Software Development and Deployment Environment Required .......................... 23 4.3 The Requirements of the Internet Service Provider................................................ 24 4.4 Hardware Acquisition ............................................................................................. 24 4.4.1 The Customer Relationship Management and Live Support Management ..... 24 4.4.2 Mobility Channel ............................................................................................. 24 4.4.3 Field Staffs Operation ...................................................................................... 24 5. Functional / Programming Requirements ..................................................................... 25 5.1 Customer Relationship Managements (CRM)........................................................ 25 5.2 Live Support Management (LSM).......................................................................... 28
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5.3 Mobility Channel (MobChan)................................................................................. 29 6. Integration Requirement ............................................................................................... 30 6.1 Overview of Database Access and Integration Services......................................... 30 6.2 Data Access Control ............................................................................................... 30 6.3 Integration of Applications ..................................................................................... 30 7. Project Management ..................................................................................................... 32 7.1 Administration ........................................................................................................ 32 7.1.1 Respondent Registration .................................................................................. 32 7.1.2 Pre-Proposal Meeting....................................................................................... 32 7.2 Responsive .............................................................................................................. 33 7.3 Acceptance of the Terms and Condition of this RFP ............................................. 33 7.4 Proposal Submission, Evaluation and Selection..................................................... 33 7.4.1 General............................................................................................................. 33 7.4.2 Rights and Options Reserved........................................................................... 33 7.4.3 Contract Negotiation and Award ..................................................................... 34 7.4.4 Proposal Evaluation ......................................................................................... 35 7.4.5 Major Contractor Responsibility...................................................................... 36 7.4.6 Withdrawal and Modification of Proposal....................................................... 37 7.4.7 Agreement Letter ............................................................................................. 37 8. Reference ...................................................................................................................... 39 9. Appendix....................................................................................................................... 41 9.1 The Flow Chart for RFP ......................................................................................... 41 9.2 Registration Letter .................................................................................................. 42 9.3 Agreement Letter .................................................................................................... 43
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DISCLAIMER/CONFINDETIALITY NOTICE This document is confidential and has been made available to the individual to whom it is addressed strictly on the understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s own professional advises. Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly speculative and potential investors should be aware that no established market exists for the trading of shares in private companies. Prospective investors are advised to verify all material facts and to take advice from a professional adviser before entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative purposes. The eventual outcome may be more or less favourable than that portrayed.
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IACT 451 IT Project
University of Wollongong
1. Project Scope 1.1 A brief background of our company IACT 451 IT Project Student Team (herein referred to as “ITPST” or “the team”) is formed by a student consultation team from the University of Wollongong, to undergo project management training. ITPST is specially trained to handle projects that aid organisations of all sizes, optimizing their people, process, and technology around their customers, leading to an outstanding customer experience and superior business results. The ITPST is under the expert supervision of experienced professionals and academics from the industry, producing a project called LIFEXPRESS system (herein referred to as “the system”). The system’s solutions, business intelligence and customer data integration solutions are the key products. These place the organisation at the forefront in the area of research and development in the information communication industry. Furthermore, ITPST has leveraged their extensive experience to deliver each product, as part of a package as a business solution for the organisation. The system allows employees, customers and business partners to work together efficiently and effectively, despite geographical location and time zone. Moreover, the system’s core architecture is open and flexible, supporting database, application, operating systems and hardware from most major vendors. The system, together with its development team, serves its customers as a trusted ally providing them with the loyalty of business partner. ITPS will ensure that each customer have what they need to run their business with maximum efficiency and reliability. Many of the software products, in the system’s family, are mission critical. Therefore, each customer will be given the assurance of receiving excellent support during implementation, before and after as required. As a gesture of ITPST’s commitment, the University of Wollongong, as the parent company, has established a research and development centre in the university. This laboratory will enable the product to be consistently upgraded, keeping abreast with the latest technology, thus providing an on-going value to the customers. Moreover, this centre is specifically dedicated to the development of the LIFEXPRESS system to be implemented into different industries.
1.2 A Brief Description of the project LIFEXPRESS is an accredited project between XYZ Insurance (hereafter referred to as “the Company”) and the University of Wollongong, designed as a sophisticated computer aided system. This system will enable Company brokers nationwide to conduct business with their clients and prospects
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in ways previously impossible. The system will allow brokers using a laptop computer or similar devices to develop a true financial profile of the customer in order to identify and explore the Company’s most appropriate products. The aim of LIFEXPRESS is to improve the business process of the Company by increasing the sales process and distribution to current and potential clients through the use of Internet and mobile services. This will also help to reduce internal cost and regain market share through the integration of current internal Information System (IS). The system is made up of three components, i.e.; Customer Relationship Management (CRM), Live Support Management (LSM), and Mobility Channel (MobChan). Respondents are encouraged to review the Business Case Report (also known as the Interim Report), which is available under separate cover and can be downloaded from the website: http://asia.groups.yahoo.com/group/ iact451/. In addition, the business plan provides additional details on the goals, objectives, business model and assumptions made for the initiative. To achieve the goals of the project, the team is seeking Proposals from qualified Respondents for the system requirements to meet the needs for all three components of the system. These must include:
Installation services Software Architecture and design services Network infrastructure procurement Network monitoring and management services Network maintenance and upgrade services Customer service and technical support services
Proposals must support the following categories of service and should be flexible to accommodate new services over time.
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1.3 Project Time Frame 1.3.1 Proposal Submission Date The date for submitting Proposals proceeding from and conformable to this RFP is provided below. Proposals must be submitted to the address of the LIFEXPRESS’s Primary Contact, provided in section 1.5, specified on the Submission date listed below. Date
Activity
Tuesday, 11 Oct 2005
ITPST issues Request for Proposals
Monday, 18 Oct 2005 1.30-3.30 PM (GMT +10:00)
Pre-Proposal Meeting Venue: SITACS, Building 3 Room 216 University of Wollongong, NSW 2500, Australia
Monday, 25 Oct 2005 2.00 PM (GMT +10:00)
Respondents submit questions, requests for clarification, information to Primary Contact, in writing
Tuesday, 1 Nov 2005 2.00 PM (GMT +10:00)
ITPST delivers answers to questions
Tuesday, 22 Nov 2005 2.00 PM (GMT +10:00)
Respondents submit proposals
Monday, 3 Jan 2006
ITPST selects respondents to enter into contract negotiations
Monday, 13 Feb 2006
Project start
Notice of changes in the Pre-Proposal Meeting date/time or location, the due date/time for submission of Respondent questions, and the date/time for Proposal Submission will be posted on the Web on the RFP page at http://asia.groups.yahoo.com/group/iact451/, and will be mailed to prospective Respondents, which request notification by mail in writing addressed to the Primary Contact. The other dates/times listed may be changed without notice to prospective Respondents. These dates are
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estimates only and ITPST reserves the right, in its sole discretion, to alter this schedule, as it deems necessary or appropriate.
1.4 Project Budget 1.4.1 Project Sponsorship The main project sponsor of this project is under the sole supervision of XYZ Insurance Pte. Ltd. Primarily, XYZ Insurance will have the main role to call and confirm each proposal that stand within their project’s budget and business objective alignment. In addition, the project sponsor's primary responsibility is the achievement of the project objectives and benefits essentially making all high level management decisions for the project. Some of the activities that a Project Sponsor will normally undertake include:
Providing direction and guidance for key business strategies and initiatives Negotiate funding for the project Actively participating in initial project planning and proposals Identifying and quantifying business benefits to be achieved by successful implementation of the project Reviewing and approving changes to proposals, plans, priorities, deliverables, schedule, etc. Gaining consensus among stakeholders when differences of opinions occur Assisting the project when required (especially in an 'out-of-control' situation) by exerting their organizational authority and ability to influence Assisting with the resolution of inter-project boundary issues Managing the realisation of benefits Reviewing proposal and project progress on a regular basis Advising the Project Manager of any changes in business direction or policy which may have an effect on the project Encouraging stakeholder involvement and building and maintaining their ongoing commitment through effective communication strategies Evaluating the project's success on proposal.
1.4.2 Understand the Business Objective On confirmation to the Request for Proposal (RFP), every vendor and contractor are to understand the main role of the system’s business objective. Basically, the system allows brokers:
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1. To spend more time in the field working towards their sales objectives. The sales force can use the system to capture sales orders, account information on the spot, entering it directly into the LIFEXPRESS CRM system. Therefore, less time is spent less on administrative work back at the office or home. In addition, LIFEXPRESS MobChan also converts downtime into productive time by enabling mobile users to calibrate with clients and colleagues during normal idle period. This is demonstrated by using the LIFEXPRESS LSM. 2. To have a mobile business centric solution in the industry. By being able to close a sale on the field, this would same more time in traveling and processing the relevant documentation. This action would also result in an increase in the sales of policy and increase the market scope.
1.4.3 Budget The budget of the project has been predefined clearly in the Costing section of the Interim Report. Cost Budget Projection Table Total project cost Installation services Customer Service and Technical Support Services Network Infrastructure Procurement Network Monitoring and Management Services Network Maintenance and Upgrade Services Software Architecture & Design Services TOTAL COSTS
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1
500
2
14400
3
120000
4
3000
5
135500
6
26000
AUD
299400
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1.5 ITPST’s Primary Contact The name, address and contact information for the ITPST’s Primary Contact for this RFP are as follows: Md. Aidil Osman Client Liaison, ITPST, University of Wollongong Wollongong NSW 2522 Australia Telephone +61 2 4221 3555 All enquiries, questions, request for clarification and request for additional information, regarding this RFP must be submitted in writing or e-mail, not later than two weeks before the submission dateline. No oral response by any employee shall be legally binding on ITPST. If a Respondent finds any inconsistencies in the RFP, the Respondent is requested to notify ITPST.
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2. Target Audience LIFEXPRESS is created specifically to enhance and improve the daily work procedures of XYZ’s main business processes. These include on-site brokers who deal directly with clients, to policy analysts who approve the clients and other back-end staff to support the system.
2.1 Demographics The staffs of the Company comprise about 500 internally including top management, policy analyst and other staffs in the Company. They are deployed Australia – wide around main capitals and major cities. In addition, they have branches in South East Asia’s major cities; Singapore, Malaysia, Indonesia, Brunei and Thailand. Staffs are well trained in information literacy, handling the normal daily computer administration, as they already have the existing information system backing up their main daily operation. On the other side, about more than 1000 brokers are considered as external staffs as they are deployed on the field and move. They consist of fulltime, part time and associated sale representative. Basically, the fulltime brokers will be is equipped with a mobile gadget to aid their daily operation and these brokers are required to know in handling mobile gadgets, as they will be training beforehand.
2.2 Comfort Level with Technology The main users of the system have been broken down into three main groups. Each has different comfort levels in terms of technology and is explained in detail below:
2.2.1 Field Staff Insurance companies have always been "mobile" - salespeople, agents, brokers and adjusters travel to call on accounts, build relationships and service their customers, current and potential. Today, the insurance workforce need to be more than mobile as they need to be fast, reactive, intelligent, creative and organised. Therefore, it is important for field staff to have user friendly tools for the sales process to be readily available, allowing them higher quality face-to-face time with the customer. This means powerful hardware, software and the ability to connect with the home office while on the road. In addition, the solution would be able to have reporting capabilities that include importing images taken with a digital camera into the selected application and adding annotations directly over the image. Primarily, field staff would like to have a good working environment from adopting the concept of mobile CRM through MobChan.
2.2.2 Policy Analysts The next type of user would be the policy analysts, who communicate with the field staff to close the sale. The Policy Analyst will retrieve the information from the CRM system, analysing the details and requirements of the potential client. In
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the event of incomplete or missing information, policy analysts would then establish a connection with the brokers through MobChan or vice versa. Overall, the system must be able to raise confidence, especially when personal information is being divulged. The system must have the potential to make existing policyholders more comfortable with making changes to personal information or policies online as opposed to picking up a phone and can be used to proactively explain why an auto quote form requires their social security number and can address how the information is protected. Lastly, claims initiation, a process that benefits from the personal touch, is another possible consideration. An already emotional user who just had a collision can be guided through the process rather than having to negotiate text on their own.
2.2.3 Back-end Staff Back-end staff includes system administrators and other IT support technical staff required to support the daily running of the system. They have the highest comfort level in terms of technology. Training would have to be arranged to provide these staff with the required knowledge to support the proposed system and other staffs who use the system.
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3. Design Requirements and Conditions 3.1 Fixed Price Proposal Required Cost proposals for the system must be “fixed price” proposals. The proposed price must include all costs that will be incurred for the purchase, implementation and management of LIFEXPRESS, including, but not limited to, costs for the requirements as well as all other work proposed. If a Respondent offers options and/or alternates that are not included in the fixed price for the proposed System, the Respondent must provide for each such option/alternate the following information:
A detailed description of the option/alternate (including, but not limited to, all features and functionality that will be unavailable in the base system if the option/alternate is not purchased);
Detailed cost information for each option/alternate, in accordance with the cost proposal requirements of the RFP
The cost proposal must identify the cost of each item of hardware, software, services, and other work to be furnished as part of the system. ITPST reserves the right, in its sole discretion, to reject without evaluation any Proposal that does not identify each item of the work, and any Proposal that does not provide a fixed price to perform the proposed work.
3.2 Types of Solutions Required
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LIFEXPRESS will be built on top of the existing Information System architecture. The new system consists of three parts (i.e. the CRM, LSM, and MobChan). Field staffs connect to the Company via the system through the use of mobile devices. There are three methods to connect to the Company’s existing information systems. The main method is by using a mobile device to fully utilize the potential of the features. Other methods to connect are through a laptop with mobility connection or other mobile compatible devices. From this overview, ITPST has categorised the proposal into six categories to be addressed. 1. 2. 3. 4. 5. 6.
Software Architecture and design services Installation services Network infrastructure procurement Network monitoring and management services Network maintenance and upgrade services Customer service and technical support services
ITPST is seeking to implement a “state of the art” system, which will satisfy all of the current requirements, as specified in this RFP, yet be simple to maintain and inexpensive to upgrade and expand to satisfy future needs for additional functionality and/or capacity. Respondents are required to define their proposals in detail and to describe the ways in which it meets the requirements defined in the RFP. Respondents are also required to define and elaborate on any other features, functions and/or capabilities included in their Proposals, but not stated as requirements in the RFP. Alternatively, if the Respondent have a better solution or not as stated by the team, yet is cost effective, the team might reconsider looking into the Respondent’s suggestion.
3.3 Software Architecture and Design Services Respondents must describe in their Proposals a preliminary architecture for the systems (CSM, LSM, MobChan) as well as the services to conduct a more thorough and detailed design for the Systems, if selected as the selected Respondent. These must include:
3.3.1 Customer Relationship Management (CRM) Software
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The development of an overall software architecture for the CRM that includes an improvement to acquire, sell, service and manage customers aiding the company to increase revenues by being more organized, the ability to increase cross selling, ability for sale force automation, and providing lead generation.
In addition, the software must offer an extensive user-friendly functionality which makes using the application enjoyable and
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effective that include, cross-module reporting, allowing users to merge data sets from different modules of others existing information systems.
Importantly, the CRM must be able to be accessed on specified wireless devices, using browser-equipped mobile device via a new separate application that interfaces with the software. Users can view, search, modify or add contacts, leads, opportunities, accounts, meetings and calls instantly through a wireless device with web access. In short, the CRM will have mobile capability.
The business process is unique, thus allowing the user to customize the information flow to fit the company like a glove. All of this customization is easier with a drag-and-drop “field manager” available through the administrator tools. The software can assign leads, contacts, accounts and opportunities to user teams and track activities as a group controlled by user level security.
3.3.2 Live Support Management Software
LSM will provide real time communication and information flow between the onsite brokers and the Company. To incorporate this, the software architecture must have the ability to create communication, automatically inviting the brokers, referrer tracking, page tracking, ability to view what the brokers is typing as they type, multiple chat sessions, sound alerts, leave a message if offline, push URLs, quick response and multiple operators.
Most importantly, the LSM must be able to run on any browserequipped mobile device via a new separate application that interfaces with the software.
3.3.3 Mobility Channel
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A mobile device (preferably handheld) that is able to provide fast access to vital customer information with a real time interface and assistance to respond quickly to customer needs
This communication will be through the means of constant channel that links the company and field staff, enabling access and customer relationship database updating with mobile capability.
Ideally, field staff would be able to close the sale on site, reducing the sales cycle as all information can be accessed and updated onsite. To ensure this, a dedicated server is required to handle the volume of data flow to CRM, LSM, and existing information system (IS).
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3.4 Installation Services Respondents must include in their Proposals the installation and configuration services required for the successful deployment of the System. This is to include, but not limited to, the following:
The installation and configuration of all components, including network and software. Coordination with ITPST and the Company and any other parties required for access to any structural assets, facilities or permits required for the installation of the System.
The configuration and integration of all components in the Systems to meet the requirements defined in the RFP. Any tuning required throughout the contract term to meet the service level agreements (“SLA's”) defined in the RFP.
3.5 Network Infrastructure Procurement The system must consist of a mobile network covering the entire Australian operational areas with the support or partnership from the telecommunications company. Specifically, the network must meet the following requirements.
Support for defining and managing unilateral, outbound roaming relationships whereby subscribers to the system may gain access to other approved Wi-Fi services (e.g. Telstra, Optus). The team will be responsible for the negotiation of any business relationships with other Wi-Fi service providers and/or aggregators.
Sufficient capacity throughout the system to support the number of brokers at an acceptable level of service to perform their work functions.
Scalable to support additional users, capacity, and functions. Given that specific, future subscribers and/or public access applications are not defined in the RFP, it is critical for Respondents to elaborate on how their proposed solutions can scale and adapt in a modular way to increase coverage areas, users, capacity and functions.
Support for state-of-the-art security standards. These must include: –
Physical security for all critical network equipment and other components of the System via secured facilities. – Support for Virtual Private Network (“VPN”) tunneling. – Support for Wi-Fi Protected Access (“WPA”). – Support for Wired Equivalent Privacy (“WEP”) encryption, including both 64 and 128 bit keys. – Support for Temporal Key Integrity Protocol (“TKIP”) encryption. – Support for Advanced Encryption Standard (“AES”) encryption.
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Support for 802.1x authentication using Extensible Authentication Protocol (“EAP”) and “Remote Authentication Dial-In User Service” (“RADIUS”). Support for the suppression of Extended Service Set Identifier (“ESSID”) broadcasts. Support for multiple ESSIDs and the ability to map ESSIDs individually to Virtual LANs (“VLANs”). Support for filtering of traffic based on Internet Protocol (“IP”) addresses, subnets and Transmission Control Protocol (“TCP”) ports. Support for encryption of all control and network management traffic transmitted within the System.
3.6 Network Monitoring and Management Services Respondents must include in their Proposal a solution for the monitoring and management of LIFEXPRESS. This must include all network equipment, hardware, software, tools, personnel and other components required to meet the reliability and performance goals of the RFP. At a minimum, Proposals should define and elaborate on how the proposed solution addresses the five network management functions summarized below.
Performance Management Measures and makes available various aspects of network performance so that inter-network performance can be maintained at an acceptable level. Examples of performance variables that might be provided include, but are not limited to network throughput, user response times, and component utilization.
Configuration Management Monitor network and system configuration information so that the effect of configuration changes (intentional or non-intentional) can be tracked and managed.
Accounting Management Measure network-utilization parameters so that individual or group users on the network can be regulated appropriately. Such regulation should minimize network problems and maximize the fairness of network access across all domains and users.
Fault Management Detect, log, notify support organizations and users (where appropriate) of, and (to the extent possible) automatically fix network problems to keep the network running effectively. This should include proactive determination of symptoms, isolation of problems and rapid resolution
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Security Management Control access to network and system resources according to defined policies so that the network cannot be disrupted (intentionally or unintentionally) and those without appropriate authorization cannot access sensitive information.
3.7 Network Maintenance and Upgrade Services Respondents must include in their Proposals a detailed plan and all costs for routine maintenance of LIFEXPRESS. These should include any assumptions for spare inventory; upgrade cycles, capacity upgrades, or similar needs. Respondents must also propose a solution that mitigates the risk of obsolescence in the system over time. Proposals must include a detailed plan of all associated costs for how the network will be upgraded during the contract term. Proposals must include a detailed plan for how and when this technology refresh process will occur during the contract term. This should be tailored to the specific technology proposed. Proposals must also comply with the following:
An upgrade plan must be submitted in advance of any planned update, subject to review and approval by ITPST.
Minimal interruption of service should occur during these upgrades.
Backwards compatibility must be provided for existing applications and services as upgrades occur.
Upgrade plans will consider the specific product roadmap for the equipment vendor(s) in the Proposal.
3.8 Customer Service and Technical Support Service Respondents must include in their Proposal for customer service and technical support via a call center or other mechanism. The general types of customer service and technical support issues that must be supported are listed below. Note that this list should serve only as a guideline for defining requirements. Respondents are encouraged to elaborate in their Proposals on more detailed call types needed to meet the goals defined in the RFP.
Dealing with technical problems reported (technical support issues).
Support hours are expected to be 24x7x365.
The ability to report an issue and obtain a resolution via e-mail, web-based interface and interactive messaging (“chat”).
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A dedicated technical expert, with knowledge of all aspects of the system, available to the team on a telephone basis, 24x7x365.
Proactive notification to for technical problems, outages and other issues affecting the system via e-mail and Web interface.
In addition to the requirements stated above, Respondents are encouraged to elaborate in their Proposals on the following issues:
Estimates for SLAs' for call triage, call response times, issue resolution times, and similar obligations that can be committed to by the Respondent.
Any additional features and functions supported by their solution.
Any supported integration between the system and other Information Systems (IS), customer relationship management (CRM) or other back office systems
Any additional features for knowledge management and/or other technologies that will result in improved customer service and technical support.
3.9 Maintenance and Support, Warranty, Training 3.9.1 Maintenance and Support Services The Proposal must include a section describing the maintenance and support services to be provided under the contract resulting from the RFP. A minimum of one (1) year of maintenance/support services, commencing on final acceptance of the System, must be included in the fixed price cost proposal, with the price identified in a separate line item.
3.9.2 Warranty ITPST requires a warranty from the successful Respondent that covers the entire system and all work that they provide Respondent under the contract resulting from this RFP, including, without limitation: all software, equipment, cabling, and other deliverables; network design and other designs and studies furnished and/or used in the implementation of the System; and implementation/integration services, construction services, and any other services required under the contract resulting from the RFP. The warranty will guarantee that the system will conform to the contract statement of work and to all technical specifications, performance standards, and designs for the system that are incorporated in the contract and/or furnished as deliverable under the contract. ITPST expects a warranty period of at least two (2) years, commencing on final acceptance of the system. The price of such a two-
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year warranty must be included in the fixed price cost proposal, with the price identified in a separate line item.
3.9.3 Training ITPST requires that the training services described in Training Document Plan, in accordance with the conditions there provided. Proposals should describe, and in the Cost Proposal provide line item costs for, the training that the Respondent is capable of providing, the training methodologies and materials to be used, and the Respondent’s experience in furnishing the types of training requested. Proposals should state clearly, whether each form of training requested will be offered in accordance with the requirements.
3.9 Other Related Issues Respondents must provide other details throughout the contract term. Specifically, these must include the designation of a primary or single point of contact from the Respondent’s company for all business and technology-related issues.
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4. Technical Infrastructure Requirements 4.1 Development Technology The system shall be designed based on a three-tier architecture as illustrated below. This multi-tier architecture caters for scalability by separating the functionality of the application into three logical tiers; namely the presentation, business logic and data layers. The development and deployment platforms for the difference tiers are presented in the table below.
Client
LIFEXPRESS
LIFEXPRESS CRM
(MobChan)
Client
During Sales Policy Process
Database of Clients
LIFEXPRESS LSM
LIFEXPRESS (MobChan) Client Existing Info-System
Closing the Policy Sales/Deal
Presentation
Business Logic
Data
4.2 Software Development and Deployment Environment Required Software Architecture Deployment Platform
Development
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Presentation Tier Client Operating System: • Windows CE • Palm OS Web Browser • Internet Explorer Java Development
Business Tier Application Server Operating System: • Windows 2000 Server Web Server: • Apache Java Development
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Data Tier Database Server Operating System: Windows 2000 Server Database: • SQL Server SQL
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Business Tier Application Server Environment
Data Tier Database Server
It is preferred to build the entire system based on the Java Development Environment (JDE), as it is able to run on any mobile platform. The JDE platform takes advantage of many features, such as "Write Once, Run Anywhere" portability and provides security that protects data even in internet applications.
4.3 The Requirements of the Internet Service Provider In order to access the system, an internet connection has to be established. The system must be accessed over a GSM/GPRS wireless network, also accessible for the operation in the international roaming capabilities covering the South East Asian region. Internet Service Providers are requested to support in this area of infrastructure. A joint project partnership between the providers of mobile device and the service providers is strongly encouraged in this Proposal. Respondents need to specify details in this area.
4.4 Hardware Acquisition The system requires a number of suitable hardware needed in order for the field staffs to operate their business at their client or any remote location. Consequently, there are also several hardware components required in the company to host such operations.
4.4.1 The Customer Relationship Management and Live Support Management The system needed will compromise the following: 1. A server that is able to hosted the function of the each system 2. The server rack and all other necessarily furnishings and equipments.
4.4.2 Mobility Channel The system needed will compromise the following: 1. An enterprise server that is able to convert data into messaging and support global carrier networks 2. Firewall capabilities
4.4.3 Field Staffs Operation The device needed will be as follows: 1. A handheld gadget with global carrier network capability
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5. Functional / Programming Requirements The development in the functionality requirement of LIFEXPRESS shall focus on the business process for the Company. These are categorised into three sections of requirements; the CRM, LSM and MobChan server. The entire project will focus on setting up the functionalities of LIFEXPRESS.
5.1 Customer Relationship Managements (CRM) The LIFEXPRESS Customer Relationship Managements (CRM) must offers the essential CRM functionality that manages business-critical human interactions occurring during sales, marketing, and support cycles, in addition to offering leading edge group collaboration tools to better manage these cycles.
LIFEXPRESS CRM provides a unilateral view for users to understand the status of people, projects, sales, marketing and support efforts. The tabbed interface allows quick access to specific data points, which can be tailored for each user to show only what they need to interact with. This becomes the streamlined, efficient, centralized and better managed business tool to improve the workplace. Wireless and mobile devices can interact with a consolidated view of contacts, leads, opportunities, accounts, calls, and meetings.
LIFEXPRESS CRM’s desired components: Home Page A home page module, which will be the command centre to every user, including the brokers and the Company showcasing the top-level important business matters in an easy-to-digest format that allow specific activities, appointments, reports, opportunities, tasks, open cases, assigned bugs, and pipeline reports in a quick scan layout. Portal Module An expansion of the user interface to external web sites and applications, consolidating the number of web based applications users visit by turning into an all-encompassing business portal. Contacts Module A complete view of the contacts, providing more knowledgeable insight for intelligent interactions, including advanced search and list screen that gives users instant results for contact look-up, with a quick view of opportunities associated to the contact, quotes the contact has involved with, the leads or interactions that occurred before the contact became a customer, products the contact has bought, contact relationships and direct reports with other contacts within an account. In addition, a desire to have a built in matching logic for lead assignment and contact associations to known accounts.
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Accounts Module For business to business, the Account Management tab is useful for gaining an indepth knowledge about key accounts by organizing the contacts and opportunities associated to the account. Activities Module Ability to track all type of interactions through the Activities Module with data entry tracking interactions, and quickly enter notes about an activity before closing the task. Interaction that shall includes calls, meetings, emails, notes, and tasks. Email Module Keep historical records of emails sent to and from contacts on the email tab. Advanced archiving capability can quickly associate an email to a known record in the system. Calendar Module The calendar module to show all planned interactions, meetings in a calendar format - and integrates with a calendar system for synchronization with off-line appointments. Dashboard Module The dashboard module presents real-time charts, sales and marketing reports as important business indicators. Reports Module Build real-time business activity reports that are fully customizable. Get complete understanding of activities measured by the contact, lead, opportunity or account level. Publish, delete and set reports as templates, plus schedule running specific reports. RSS Module Receive and view news feeds (RSS and ATOM) in this new module. Each user can manage their own set of favourites to be displayed as My RSS News Feeds. Cases Module Track customer support cases and interactions. Collectively work on known customer problems in a simple to use environment which tracks every step of solving the problem. The Cases module integrates with the Bug Tracker, Accounts and Contacts modules.
Bug Tracker Module
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The Bug Tracker allows an organization to collectively work on known problems, track the priority of the problem and the team assigned to fix it. The Bug Tracker integrates with the case management tab in addition to contacts and accounts. Quotes Module Manage outbound customer quotes for detailed insight on presented quotes. A one-click form designing a customer-ready quote based on the opportunity information. Monitors close date, quote stage, estimated amount and associates products, contacts, accounts, and activities to quote. Products Module The Products Module should allow administrative control over the products offered, their set amount, tax and shipping, and available quantity. Monitor the activity and account penetration by product. For business users, the products module offers a top line summary of quoted, bid and sold products and the correlation to accounts. Campaigns Module Manage, monitor and evaluate the marketing efforts. This tool has a built in autotracker for online or email based campaigns Documents Module Provide a central repository for product briefs, data sheets, collateral materials and other documents required by sales, marketing, and support teams. Projects Module Manage projects within the CRM with a group collaboration tool. Allows organizations to define steps, establish timelines, and assign work to members on any project relevant to end users. Forecasts Module The Forecast Module allows sales managers to calculate potential sales and associated revenues based on projections from sales representatives related to deals that are in their pipeline. This provides essential visibility and flexibility to alter expected performance commits, help establish sales goals, and aid in resource planning. Organize the feeds and turn on and off the views at user’s discretion.
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5.2 Live Support Management (LSM) A hosted solution, the platform is desired to be a fully-integrated multi-channel communications solution that facilitates real-time sales, customer service and marketing. It must be able to deliver tools that support and manage all online customer interactions, such as chat, email and self-service (knowledgebase) between a single, unified agent desktop and the broker’s mobile device. These are the other functions required in the system:
Chat Module
Email Module
Self-Service (Knowledgebase) Module
The LSM needs to strengthen customer loyalty and increase satisfaction levels while improving agent productivity and lowering service costs. Providing live support between the brokers and the Company allows them to connect with the policy analyst, receiving instant answers to their inquiries. Behind the scenes, the solution’s single agent desktop promotes multi-tasking and embedded productivity tools speed time to resolution, allowing concurrent sessions unlike telephone calls, which agents can only handle one-ata-time, this solution supports concurrent chat sessions. Predefined scripts and phrases (canned answers): These act as a form of Frequently Asked Questions (FAQ). By using a library of scripted messages and answers, the company can quickly service on site brokers during chat sessions. Co-browsing and form sharing: (shared workspace) Viewing web pages from the same vantage point as brokers makes it possible for policy agents to deliver step-by-step instructions and precise navigation paths to follow. Push pages, forms and supplemental information: With push-page technology, the company can remotely guide brokers to web pages and forms. During chat sessions, agents can gently push web pages to visitors, directing them to the information they’re seeking. Chat history and page viewing: Gain valuable customer intelligence and assess behavioural patterns by viewing past chat conversations, pages visited and shopping cart items. Alert engine with dynamic content: Sophisticated message alert technology notifies agents when key visitors, such as respondents to marketing campaigns, who come to your site.
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5.3 Mobility Channel (MobChan)
The diagram illustrates on how the system would function. Basically, in the Mobility Channel, it concerns most between the Information System (CRM, LSM) and the mobile enterprise server, before transmitting the data out to the internet and received on the mobile gadget. In addition, this allows organisations to create end-to-end wireless connectivity solutions for a host of enterprise applications and systems. Key elements of the Mobile Enterprise Solution architecture include:
Robust server software that provides advanced security features and acts as the centralized link between wireless devices, applications and wireless networks.
Support for Wireless Local Area Networks (WLANs) and global carrier networks that is available around the world on the following network technologies, such as: CDMA GSM™/GPRS Mobitex®
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6. Integration Requirement 6.1 Overview of Database Access and Integration Services This section introduces various issues of relevance to database access and integration services that existed in the current information system of the Company. Most of the clients’ database is stored in a common access and centralised location accessible by all the existing information systems, according to the access level of the staffs. In the desired system, the system is proposed to share and integrate with other information systems. As such, it is important that the Respondent designing for the software architecture is careful to define its scope and evolve its activities taking full account of: The wide range of different requirements and potential functionalities of services, and the relationship between database and other services supported within the Company
6.2 Data Access Control One of the principal aims of the system is to make data more accessible and mobile. However, there is a need in almost every science discipline to limit access over some data. The system must provide controls over data access to ensure the confidentiality of the data is maintained, and to prevent users who do not have the necessary privileges to change data content. In the system, it must be possible for a data owner to grant and revoke access permissions to other users, or to delegate this authority to a trusted third party or data custodians. This is a common requirement for data owned or curated by an organisation The system must provide the ability to control access based on user roles as well as by named individuals. Role based access models are important for collaborative working, when the individual performing a role may change over time and several individuals may perform the same role at the same time. Role based access is a standard feature in most database management systems. It is commonly exploited when the database contains a wide subject content, sub-sets of which are shared by many users with different roles. For access controls to be effective it must be possible to grant and revoke all types of privileges dynamically. It must also be possible to schedule the granting and revoking of privileges to some point in the future, and to impose a time constraint, e.g. an expiry time or date, or access for a specified period of time.
6.3 Integration of Applications The existing platform of the other existing IS are built based around The Java 2 Platform, Enterprise Edition (J2EE). In addition, the existing J2EE platform is a simplified enterprise application which is a standardised, modular components, by providing a complete set of services to those components, and by handling many details of application behaviour automatically, without complex programming. Furthermore, as a
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single standard, it can sit on top of a wide range of existing enterprise systems, such as the existing database management systems and other existing IS. Hence, Respondents are expected to integrate the desire system accordingly to this platform and the system has to be a modular as a whole architecture in their RFP. More information on this will be release as interested Respondents are planning to correspond to this section of the RFP.
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7. Project Management 7.1 Administration Respondents must comply with all administrative requirements for this RFP provided in this section. Furthermore, the Respondents must refer to the appendix for more instructions.
7.1.1 Respondent Registration ITPST requires that all prospective Respondents register with the University of Wollongong, by signing the attendance sheet and any additional registration documents required by ITPST at the Pre-Proposal Meeting. ITPST too will exercise reasonable efforts to ensure that all Respondents attending the PreProposal Meeting and registering as described will receive notices to the RFP that are issued by ITPST. The team accepts no responsibility with respect to such notices for Respondents that have not registered. A Respondent’s failure to comply with this registration requirement may result in rejection of its Proposal without further consideration. ITPST also anticipates that this RFP will be made available to prospective Respondents and others by posting it on the website. Proposals must be submitted in accordance with this section, and may not be submitted by electronic mail or any form of communication with or through the web site.
7.1.2 Pre-Proposal Meeting A Pre-Proposal Meeting to review the requirements of this RFP will be held in the University of Wollongong, New South Wales on December 18, 2005 starting at 2:30 PM (GMT +10:00). Attendance at the Pre-Proposal meeting is strongly encouraged. ITPST reserves the right, in its sole discretion, to reject without evaluation the Proposal of any Respondent that does not attend the meeting. Attendees are expected to be present for the entire meeting. All questions, requests for clarification, and requests for additional information regarding this RFP must be submitted to the Primary Contact not later than November 01, 2005 by 5:00 PM (GMT +10:00). All such questions and requests must be submitted in writing, by facsimile, Australian Post, private delivery service, or hand delivered (submissions by electronic mail or by any form of communication through the web site are not acceptable, and may, in the sole discretion of ITPST, be disregarded).
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Responses to such questions and requests shall be at the sole discretion and nothing in this RFP shall create an obligation by ITPST to respond to the submitting party or at all. In addition, more information will be released during the pre-proposal meeting.
7.2 Responsive Proposals must satisfy all requirements set in this RFP. Any Proposal that does not adhere strictly to RFP requirements may be rejected, as not responsive to the RFP without further consideration. Proposals will be evaluated, in part, according to whether the Respondent meets the qualifications described in the RFP and submits a Proposal complying with all RFP requirements. The team reserves the rights to determine whether any deviation(s) from or exception(s) to RFP requirements make the Proposal non-responsive or otherwise unacceptable, such that the Proposal will be rejected without further consideration.
7.3 Acceptance of the Terms and Condition of this RFP All Proposals submitted by Respondent are subject to the terms and conditions set forth in this RFP. The Respondent, by signing and submitting its Proposal, and/or submitting its Proposal and signing the Proposal agreement letter, Agreement Letter, expressly acknowledges and agrees to all terms, conditions and requirements contained in this RFP.
7.4 Proposal Submission, Evaluation and Selection 7.4.1 General ITPST reserves the right to reject all Proposals and reissue this RFP at any time prior to execution of a final contract; to require, in any RFP for similar products and/or services that may be issued subsequent to this RFP, terms and conditions that are substantially different from the terms and conditions set forth in this RFP; and/or to cancel this RFP with or without issuing another RFP.
7.4.2 Rights and Options Reserved ITPST reserves and in its sole discretion may, but shall not be required to, exercise the following rights and options with respect to the Proposal submission, evaluation and selection process under this RFP:
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To reject any Proposals if, in ITPST’s sole discretion, consider the Proposal is submitted incomplete,
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To supplement, amend, substitute or otherwise modify this RFP at any time selection of one or more Respondents for negotiation and to cancel this RFP without issuing another RFP.
To accept or reject any or all of the items in any Proposal and award the contract in whole or in part if it is deemed in best interest to do so.
To reject the Proposal of any Respondents that has been delinquent or unfaithful in the performance of any contract with the team or with is financially or technically incapable or is otherwise not a responsible Respondent.
To reject as informal, non-responsive, or otherwise non-compliant with the requirements of this RFP any Proposal which is incomplete, is not in conformity with applicable law, is conditioned in any way that is unacceptable, deviates from this RFP and its requirements, contains erasures, ambiguities, or alterations, or Proposes or requires items of work not called for by this RFP.
To waive any informality, defect, non-responsiveness and/or deviation from this RFP and its requirements that is not, material to the Proposal.
To permit or reject, amendments (including information inadvertently omitted), modifications, alterations and/or corrections of Proposals by some or all of the Respondents following Proposal submission.
To request that some or all of the Respondents modify Proposals based upon ITPST’s review and evaluation.
To request additional or clarifying information or more detailed information from any Respondent at any time, before or after Proposal submission, including information inadvertently omitted by the Respondent
7.4.3 Contract Negotiation and Award ITPST reserves and in its sole discretion may, but shall not be required to, exercise the following rights and options with respect to the contract negotiation and award process resulting from this RFP. ITPST reserves the right to enter into post-submission negotiations and discussions with any one or more Respondents regarding price, scope of services, and/or any other term of their Proposals, and such other contractual terms as the team may require, at any time prior to execution of a final contract.
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ITPST may, at its sole election, enter into simultaneous, competitive negotiations with multiple Respondents or negotiate with individual Respondents. Negotiations with Respondents may result in the enlargement or reduction of the scope of services, or changes in other terms that are material to the RFP and the submitted Proposals. In such event, ITPST shall not be obligated to inform other Respondents of the changes, or to permit them to revise their Proposals in light thereof, unless ITPST, in its sole discretion, determines that doing so is in ITPST’s best interest. In the event negotiations with any Respondent(s) are not satisfactory, ITPST reserves the right to discontinue such negotiations at any time; to enter into or continue negotiations with other Respondents; to enter into negotiations with firms that did not respond to this RFP and/or to solicit new proposals from firms that did not respond to this RFP, including but not limited to negotiations or proposals for components of the LIFEXPRESS system. ITPST reserves the right not to enter into any contract with any Respondent, with or without re-issue of the RFP, if ITPST determines that such is in the ITPST’s best interest.
7.4.4 Proposal Evaluation Proposals ITPST determines, in its sole discretion, are responsive to the RFP will be reviewed by a selection committee designated by ITPST. ITPST, in its sole discretion, may require any Respondent to make one or more presentations of its Proposal to the selection committee, at sites designated by ITPST, at no cost to ITPST, addressing its ability to satisfy the requirements of this RFP. ITPST shall not be required, however, to permit any Respondent to make such a demonstration. Cost to ITPST is a material factor, but not the sole or necessarily the determining factor in Proposal evaluation. ITPST may, in its sole discretion, award a contract resulting from this RFP to a person or entity other than the responsible and qualified Respondent submitting the lowest price. The contract will be awarded to the Respondent whose Proposal ITPST determines, in its sole discretion, is the most advantageous and serves the best interest to ITPST. Proposal evaluation will include evaluation of the Respondent’s qualifications, and such other information and investigations as ITPST deems necessary and appropriate; and evaluation of the Respondent’s technical solutions and Cost Proposals. ITPST, in its sole discretion, may, but shall not be required to, reject without further consideration the Proposal of any Respondent that has not demonstrated, in ITPST’s sole judgment, that it satisfies the qualifications criteria provided in the RFP. ITPST reserves the right, in its sole discretion and without notice to Respondents, to modify this evaluation procedure as it may deem to be in ITPST’s best interest.
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Evaluation factors to be considered by ITPST include, but are not limited to, the following (in no particular order of importance, weighting, or other priority is assigned to these factors or reflected by their order in the list): 1. Project understanding and soundness of proposed project methodology, including but not limited to the detail and accuracy of the proposed scope and statement of work and implementation plan. 2. The impact of the proposed solution on the operations of ITPST, and the demonstrated. 3. The ability of the solution to enhance operational efficiency and effectiveness. 4. The Respondent’s financial and technical qualifications to perform the work required by the RFP, as presented in its Proposal and determined by any other investigations conducted or information obtained by ITPST. 5. References provided by the Respondent, particularly from projects of similar complexity and scope. 6. Commitment and ability to complete the project within the time frame specified in the Proposal. 7. The Cost Proposal, including long-term cost of any license fees, recurring maintenance and support costs, and other fees. 8. Demonstrated ability to provide technical solutions comparable to those requested in this RFP. 9. Compliance with RFP Requirements, including, but not limited to, the ability of the specific solution (design(s), equipment, software and services) proposed to satisfy the RFP’s functional, performance, and other requirements for the System. 10. The performance, reliability and scalability of the proposed System. 11. Any other factors ITPST considers relevant to the evaluation of the
Proposal.
7.4.5 Major Contractor Responsibility All subcontractors will be subject to approval by ITPST. Prior to contract execution, the successful Respondent will be required to furnish the corporate or company name and the names of the officers and principals of all subcontractors. Not with standing any such approval by ITPST, the successful Respondent shall
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itself be solely responsible for the performance of all work set forth in any contract resulting from the RFP, and for compliance with the price and other terms provided in the contract. The successful Respondent shall cause the appropriate provisions of its Proposal and the contract to be inserted in all subcontracts. The team’s consent to or approval of any subcontract or subcontractor proposed by a Respondent shall not create or purport to create any obligation to any such subcontractor, or any form of contractual relationship or relationship of privacy between ITPST and the subcontractor. Any Respondent who obtains such approval or consent of the team shall be required to insert a clause so providing in all subcontracts.
7.4.6 Withdrawal and Modification of Proposal Respondents may withdraw or modify their Proposals at any time prior to the Proposal Submission Date provided, Proposal Submission Date, by written notice of withdrawal or written submission of the modification, signed in the same manner and by the same persons who signed the Proposal. Such written notice must be addressed to ITPST’s Primary Contact as specified
7.4.7 Agreement Letter A signed original Agreement Letter, on the firm letterhead of the Respondent, and Respond to RFP shall accompany the whole documentation. The original letter shall be signed by a person with authority to bind the Respondent to all terms of the Proposal. Submission of the signed letter with the Proposal constitutes the Respondent’s acceptance of all terms, conditions, and requirements of the RFP, and further binds the Respondent legally to all terms of the submitted Proposal. The Agreement Letter shall include all of the following:
The name, street address, mailing address (if different), email address, telephone number, facsimile number, and web site address (if any) of the firm submitting the Proposal.
The name, street address, mailing address (if different), email address, telephone number, and facsimile number of the person to contact in connection with the Proposal.
The title of the RFP, as set forth on the cover page of the RFP.
The following statement.
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University of Wollongong By this letter, [insert company name of Respondent] submits its Proposal in response to ITPST Request for Proposals for the LIFEXPRESS system. By signing this letter, the undersigned binds [insert company name of Respondent] to all terms of the Proposal; represents and warrants that s/he has the authority to so bind [insert company name of Respondent]; and acknowledges that [insert company name of Respondent] and the undersigned each understands and accepts the terms, conditions, and requirements of the foregoing Request for Proposals.
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A statement that the Proposal remains open and valid until at least one hundred and eighty (180) days upon receipt of the proposal.
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8. Reference Please note, in an actual RFP, there is no referencing. We are including this section because this is an academic exercise and we are using external ideas and examples from the real world and other related documents to aid us in building this Request for Proposal. Here are the lists of referencing we have been using in building this RFP: 1. Abdul Aziz N, Hoh Whay, L, Osman, M. A., (2005), Interim Report, University of Wollongong, Published: 27th September 2005 2. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION) CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004, Financial Analyst Proposal Final Report 3. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada 4. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw Hill Education New York, NY 5. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http:// www.blackbery.com [Accessed 30 May 2006]. 6. Breen Advertising Media, Letter: Tender for the updating and redesigning of Hougang Town Council Website, Date: 18th February 2003 7. Coltman T., Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia 8. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http:// www.Seibel.com [Accessed 5/27/2005]. 9. Citrus College ERP, RFP Information and Documents, Updated: 7th February 2005, [Online], Available: http://www.citruscollege.edu/erp/rfp.htm, [Accessed: 30 May 2006] 10. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website Proposal 11. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson South Western, USA 12. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT MANAGEMENT [Online]. Available: http:// www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 30 May 2006].
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13. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO: The Customers' View [Online]. Available: http://www.gantthead.com/article.cfm?ID=144029 [Accessed 30 May 2006]. 14. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com [Accessed May 30, 2006 ]. 15. Northern Illinois University, Request for Proposal: University Information System ERP Solution – RFP Number: R51473, Date of Issues: May 9th, 2005. 16. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http:// www.palmone.com [Accessed 30 May 2006]. 17. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available: http:// www.peoplesoft.com [Accessed30 May 2006]. 18. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http:// www.oracle.com [Accessed 30 May 2006]. 19. Telstra, [Homepage of telstra], [Online]. (2005). Available: http:// www.telstra.com.au [Accessed 30 May 2006]. 20. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle River, New Jersey 21. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world, Thomson learning Incorporated, Canada 22. Wireless Philadelphia, (2005), Request for Proposal for a Citywide Wireless Network, [Online], Avalaible: http://www.phila.gov, [Accessed: 30 May 2006] 23. State of Utah, Request For Proposal for Voting System/Equipment, Issued July 9, 2004, [Online], Available: http://purchasing.utah.gov/BidHeaders/8750.pdf, [Accessed: 30 May 2006] 24. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available: http:// www.4pm.com [Accessed 30 May 2006].
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9. Appendix 9.1 The Flow Chart for RFP RFP Issued Out To Public
Public will visit the website to get more information Respondent Registration through attendance sheet & other documentations
Pre-Proposal meeting
Acceptance of the Terms and Condition of this RFP through an Agreement Letter
Proposal Submission If changes required Proposal Evaluation Process If changes required Proposal Selection Announced
Project Meeting If changes required
If changes required Final Meeting
Project Starts
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9.2 Registration Letter Below is a sample registration letter that each Respondent needs to submit to the RFP requirements at the initial stage.
RPF Registration Letter Name of Organization: Address:
Contact Person:
Phone: Fax: E-mail: Nature of Business:
Intended to respond to which section of the RFP:
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9.3 Agreement Letter The Agreement Letter shall include all of the following:
The name, street address, mailing address (if different), email address, telephone number, facsimile number, and web site address (if any) of the firm submitting the Proposal.
The name, street address, mailing address (if different), email address, telephone number, and facsimile number of the person to contact in connection with the Proposal.
The title of the RFP, as set forth on the cover page of the RFP.
The following statement. By this letter, [insert company name of Respondent] submits its Proposal in response to ITPST Request for Proposals for the LIFEXPRESS system. By signing this letter, the undersigned binds [insert company name of Respondent] to all terms of the Proposal; represents and warrants that s/he has the authority to so bind [insert company name of Respondent]; and acknowledges that [insert company name of Respondent] and the undersigned each understands and accepts the terms, conditions, and requirements of the foregoing Request for Proposals.
A statement that the Proposal remains open and valid until at least one hundred and eighty (180) days upon receipt of the proposal.
Followed by the proposal submission report and all of these are to be submitted together. These three documents are required for every respondent who wish to successfully participate in the RFP process; 1. Registration Letter 2. Agreement Letter 3. Proposal Submission
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University of Wollongong IACT451 IT Project Implementation Plan (Spring Session)
Version 1.0 Lasted Update: Tuesday, 30 May 2006 Prepared By: Nurhazman Abdul Aziz 2666182 Loh, Hoh Whay 2400431 Md Aidil Osman 2390693
The Implementation Plan is intended solely for XYZ Insurance’s information and her perspective stakeholders. The information given here is to the best of our knowledge. The contents of this Implementation Plan are confidential and not to be reproduced without expressed written consent. Confidential
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Amendment History Version Number
Description of Change
Author
Date
Reviewed By
Author By
1
First Draft
Nurhazman Abdul Aziz
September 13, 2005
Md Aidil Osman
Nurhazman Abdul Aziz
2
Second, Editing the Grammar, Shaping up
Nurhazman Abdul Aziz
September 20, 2005
Md. Aidil Osman
Md Aidil Osman
3
Checking for Business Fluency
Nurhazman Abdul Aziz
September 21, 2005
LOH Hoh Whay
Nurhazman Abdul Aziz
4
Review by Project Sponsor
Nurhazman Abdul Aziz
October 11, 2005
Peter Hyland, Tim Coltman
Nurhazman Abdul Aziz
5
Final Draft
Nurhazman Abdul
October 16, 2005
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Distribution List Names Nurhazman Abdul Aziz Hoh Whay, Loh Md. Aidil Osman Peter Hyland Tim Coltman
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Title Technology Impact Analyst Business Case Analyst Client Liaison Officer Project Sponsor (XYZ Insurance) Project Sponsor (XYZ Insurance)
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Table of Contents 1. Introduction..................................................................................................................... 6 1.1 Purpose of Implementation Plan............................................................................... 6 1.2 System Overview Plan.............................................................................................. 6 1.2.1 System Description ............................................................................................ 7 1.2.2 System Organisation .......................................................................................... 9 1.3 Project References .................................................................................................... 9 2. Management Overview................................................................................................. 11 2.1 Description of the Implementation ......................................................................... 11 2.2 Point of Contacts..................................................................................................... 12 2.3 Major Task .............................................................................................................. 12 2.4 Implementation Schedule........................................................................................ 13 2.5 Security during Implementation ............................................................................. 15 2.5.1 Integrity of Data............................................................................................... 15 2.5.2 Confidentiality of Data .................................................................................... 15 2.5.4 The Network Infrastructure.............................................................................. 16 3. Implementation Support................................................................................................ 17 3.1. Hardware, Software, Facilities and Materials Support .......................................... 17 3.1.1 Hardware Support ............................................................................................ 17 3.1.2 Software Support ............................................................................................. 17 3.1.3 Facilities Support ............................................................................................. 18 3.1.4 Material Support .............................................................................................. 18 3.2 Personnel................................................................................................................. 19 3.2.1 The Implementation Support Team ................................................................. 19 3.2.2 Personnel Requirements and Staffing.............................................................. 19 3.2.3 Training of Implementation Staffs................................................................... 19 3.3 Performance Monitoring......................................................................................... 19 3.4 CM Interface ........................................................................................................... 20 4.0 Implementation Requirements by Site........................................................................ 20 4.1 Site Name or Identification for Site ........................................................................ 20 5 References...................................................................................................................... 25
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DISCLAIMER/CONFINDETIALITY NOTICE This document is confidential and has been made available to the individual to whom it is addressed strictly on the understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s own professional advises. Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly speculative and potential investors should be aware that no established market exists for the trading of shares in private companies. Prospective investors are advised to verify all material facts and to take advice from a professional adviser before entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative purposes. The eventual outcome may be more or less favourable than that portrayed.
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1. Introduction 1.1 Purpose of Implementation Plan The purpose of this implementation plan serves as a brief pre-guide to illustrate the operation plan for the implementation phase of the project. This plan will cover briefly its system overview, giving an illustration to the system description and organisation to the project reference. This plan is also referenced to other documentation such as the Interim report (also known as business case report), Request for Proposal (RFP), Evaluation and Project Closure report, System Manual and Training Plan. Apart from that, a brief explanation on the management overview is discussed in this plan, illustrating the description of the implementation plan, major task, schedules and the security factors. The implementation support and requirement by the site will also support the brief idea on the illustration of the implementation’s direction. It is highly recommended these sections are referenced to the system manual and training plan for indepth understanding.
1.2 System Overview Plan LIFEXPRESS (the system) uses the most advanced software and mobile communications technologies available in the world today. Apart from just the Internet, LIFEXPRESS will fully utilise the mobile bandwidth as it is an alternative medium for communication and sales operation in Australia, as well as in South East Asia. This enables personnel, both internal and external to XYZ Insurance (the organisation), to have access to any business function from anywhere in the world. This has brought a number of benefits: •
Remote access to information anytime and anywhere. A field broker with a laptop and mobile phone can connect remotely and conduct business functions, policy orders, print invoices, request policy figures or even an analysis over their client’s policy instantly. Furthermore, the field sales concept will be at a much better leverage with the advent of mobile technology, such as personal digital assistant (PDA). They can even conduct a real time analysis to close a sale on the field instantly.
•
Virtual office portability. LIFEXPRESS is a thin, mobile client solution. This means the transfer between the host computer system and the ‘remote’ user is extremely fast by using nothing more than a standard web browser. With portability in the virtual office, the organisation which is only left with the expansion in the network connection to a remote location, need to invest only in a connection to their local Internet Service Provider (ISP).
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Easy-telecommuting.LIFEXPRESS is able to perform onsite communication between the policy analysis and the onsite brokers, resulting in huge cost savings in terms of communications and time consumed in analysing the client’s profile.
1.2.1 System Description
LIFEXPRESS integrates existing corporate insurance systems and applications to orchestrate and automate end-to-end operational processes, resulting in applications that encompass the insurance business and the customer.
LIFEXPRESS offers three process-centric solutions designed to reduce operational costs and improve customer satisfaction: LIFEXPRESS Customer Relationship Management (CRM), LIFEXPRESS Customers Support Management (CSM) and LIFEXPRESS Mobility Channel (MobChan). MobChan CRM
CSM
Policy Analysts & Management Staff
IFEXPRESS Solutions Existing Information Systems
IFEXPRESS Solutions integrating with your current insurance system at a single point view.
Insurance Brokers
LIFEXPRESS takes enterprise solutions to the next level to include process-based applications that solve specific business and industry requirements. Moreover, as a mobile professional, the job does not end when they leave the office – that’s when it begins. Whether onsite with a customer, be it in a farmyard, across the street, they need to stay connected during the sales process.
LIFEXPRESS MobChan is a solution that can take sales and service information on the road and in the office. Core legacy and third-party systems are directly integrated into the intelligent business processes to cost-effectively extend the value of existing investments, shelter users from underlying system complexity, and improve business agility. The component-based design, robust integration functionality, library of adaptable insurance process models, and configurable insurance desktop ensures rapid time to value, dramatically reducing IT expense. Confidential
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LIFEXPRESS's process and rules driven solutions enable insurers to automate their best practices and lower their combined ratio measurably by:
reducing training efforts, errors and productivity leakage increasing servicing quality and policyholder retention reducing claims cycle times, fraud and litigation costs increasing inbound and outbound marketing effectiveness reducing IT costs while increasing business agility
LIFEXPRESS Customer Relationship Management (CRM) manages business processes spanning sales, support, and marketing, creating effective customer interactions. Given the purpose of CRM, the functionality is straightforward, and the benefits of successful deployments clearly generate value and profitability for any company. Great CRM solutions need to encourage users to interact with the application as well as be in-tune with the business and IT cost-saving needs. LIFEXPRESS Customer Relationship Management provides a powerful solution built on a pure open source stack, offering functionality constructed by the best open source CRM experts from around the world. The LIFEXPRESS Customer Relationship Management is CRM's vanguard CRM solution that understands today's business demands. LIFEXPRESS CRM provides a complete set of solutions to deliver the best CRM solution based on your needs. The LIFEXPRESS Customers Support Management features packed live support software for increasing sales, providing technical assistance and increasing customers’ satisfaction by delivering Live Help Customer Service. It is all about the communication during the sales process between brokers and policy analysts. Here, once a potential customer has decided to purchase a policy, brokers will submit the relevant documents through this system for processing. In a short period of time, the customer will be able to know their results.
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1.2.2 System Organisation
Graphical Organisation of LIFEXPRESS The new LIFEXPRESS will be built on top of the existing Information System architecture. The new system consists of 3 parts, that is, the CRM, LSM, and Blackberry Servers. Brokers connect to the Company via the new system through the use of mobile devices. There are three methods to connect to the Company IS. The project team strongly suggests using a Blackberry device to fully utilize the potential of the new features. Other methods to connect are through a laptop with mobility connection or Blackberry Compatible devices.
1.3 Project References The references for this implementation plan is in the previous reports and studies, which is listed below:
Interim report (Business Case Study) The interim report will give a detailed outline on the current situation of the client’s organisation, including the business process and the financial aspect of the project. The costs associated with the project have also been included to show the feasibility of the projects. The aspects in the section include professional fees, Return on Investment, Net Present Value, Discounts and cost projection. Overall, the interim report gives a brief picture of a business case that will be taken by both parties on the development and implementation of LIFEXPRESS, bringing a new re-engineered business –centric process through mobile commerce.
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Technological Study The technological studies are outlined in the memo of the project. It is subdivided conducted into several categories:
The Software System (Customer Relationship Management, Live Support System, Operating Systems, etc.) The Hardware (Servers, Routers) The Mobile Gadget (Personal Device Accessories, Mobile Phones) The Network Infrastructure (3G, GSM) The Integrated Solution
The LIFEXPRESS system is built upon and operates incorporating the five categories of the technological studies.
Feasibility Study In the feasibility study, a number of subjects have been identified based on the following needs of the organisation:
improved product distribution reduce internal cost increased cross selling of products exploitation of new web-based technologies
From this study, a desired system solution has been derived and implemented with these following listed:
a new method for brokers to conduct business develop a thorough customer financial profile identify and explore the organisation’s most appropriate products to close the sale onsite with all necessary documentation.
Request for Proposal In the Request for Proposal (RFP) of the project, the structure of the project is discussed in detail. The overall project management has also been discussed with much detail based on the desired plan for the project to be initiated. In addition, the desired requirements have been briefly explained and requested in that report.
Training Plan The purpose of this plan is to present the goals, approach, and plans for LIFEXPRESS training to XYZ Insurance end users and equip them with the necessary knowledge to operate the system with minimal support from support staff. LIFEXPRESS Training program will impart business process and application skills on the target audience to ensure a successful implementation of the project.
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2. Management Overview 2.1 Description of the Implementation The implementation will take place once all the vendors are ready to send over the equipment to ITPST who will then proceed with pre-installation in-house. If the system is newly constructed, an in-house test will be done to the system before installing at the installation site. Basically, it will be a new constructed system in this organisation. The illustration below will illustrate the implementation in detail: ITPST will be review the organisation infrastructure
Analysis and submit the details and orders to the respective vendors
In-house pre-installation and testing
Deliver to client
Pre-check and do a back up on the existing system and database
Initial test run
Succeed
Operationally ready
Vendors received and send the order purchase to ITPST
Install and configure the system
Start Training the Staff
Rectify, service and maintenance
Feedback & Survey
Flow Diagram of the Implementation Plan
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2.2 Point of Contacts The name, address and contact information for the ITPST’s Primary Contact for this implementation plan are as followed: Md. Aidil Osman Client Liaison, ITPST, University of Wollongong Wollongong NSW 2522 Australia Telephone +61 2 4221 3555 All enquiries, questions, request for clarification and request for additional information, regarding this implementation plan must be submitted in writing or e-mail, not later than two weeks before the submission dateline. If any inconsistencies are found in the implementation plan, he/she is requested to notify ITPST.
2.3 Major Task As this implementation plan describes a critical examination of the development and implementation in the deployment of the system, ITPST shall undertake in detail tasking allocation in the action to further strengthen the implementation process. Thus, a number of major tasks will be discussed in this section. The tasks discussed here are not sitespecific, but as a generic or overall project tasks that are required to address each situation. They include the following information for the description of each major task, if appropriate:
Providing overall planning and coordination for the implementation ITPST will provide the overall planning and coordination for the implementation of the system. In order to work efficiently, ITPST will work hand in hand with the technical support personnel of the client’s.
Providing appropriate training for personnel Apart from that, ITPST will conduct an appropriate training for the personnel at a number of different end users. Given the first priority, the technical support personnel will be fully trained on both usage aspect of the system while the brokers will be trained according to their job scope, and the policy analyst following next. Of course, other staffs and stakeholders will be given a familiarised training too.
Ensuring all manuals applicable to the implementation are available when needed The system manuals, system help function, training and system documentations are all ready to support the implementation process. These materials will be handed over to the technical support to aid them in the system operation.
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Providing all needed technical assistance ITPST will manage all the technical assistance, requested by the client. If the assistance could not solve the problems, these issues will be quickly escalated to the proper vendors that are supplying part of the system infrastructure.
Performing site surveys before implementation Before implementing, ITPST will perform a site survey to ensure all the prerequisites have been fulfilled and meet the requirements of the overall system’s specification. Other details will also be noted down to make sure that the system will be integrated well during and after the implementation occurs.
Providing personnel for the implementation team During the implementation phase, ITPST will provide a team of personnel to the site’s operation for at least 6 months. These personnel will ensure all the operations are escalated smoothly. Apart from that, these personnel will be the first point of contact in the support operations. If these personnel are unable to solve the problem or situation, the support will be upgraded to level 2 or even to level 1, where the whole ITPST team vendors attend to the problem.
Acquiring special hardware or software ITPST will identify the special hardware or software to be used in this system. Once ITPST has identified and planned to integrate it into the system or current system, ITPST will send out the appropriate Request for Proposal to purchase the particular equipment and all the technical support for that equipment.
Performing data conversion before loading data into the system Before the implementation takes place, ITPST will conduct a data backup in the database server and perform data conversion before loading new data into the system. The space creation for the application and database files on the machines will be handled by ITPST.
Preparing site facilities for implementation ITPST will plan and prepare the location and installation of the hardware, together with the installation of all the server software and configuration of directories for application and servers (connection to database, setting defaults and verification of connection to database). ITPST will also create the initial account for staffs to work on.
2.4 Implementation Schedule In this section, a schedule of activities to be accomplished is provided during implementation in chronological order, with the beginning and end dates of each task.
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Installation Install Lifexpress Includes Lifexpress CRM, LSM, Mobchan Includes integration with XYZ ERP system Includes migration data for up to 2 million customers Includes integration with Exchange/Outlook
Initial Configuration Setup Users and Security for 1500 of XYZ staff
Needs Analysis Initial Needs Analysis for Organization-wide issues Staff Meetings and Project Review Preparation of Functional Specifications Staff Review and Final Project Outline Workflow Needs Analysis Preliminary Workflow Design Each Additional Workflow Design ( Design/Develop/Implement/Test ) Training Super User Training Supporting Lifexpress System Trainer Training Intro & Using to Lifexpress User Training Introduction to Lifexpress System Intro & Using to Lifexpress CRM Module Intro & Using to Lifexpress LSM Module Intro & Using to Lifexpress Mobchan Module
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24 hours
3 days
16 hours 16 hours 6 hours
8 hours 24 hours
12 hours 18 hours 8 hours
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2.5 Security during Implementation The overview system security features and requirements will be included during the implementation as appropriate:
2.5.1 Integrity of Data The integrity of data is intended to assure that information flow through the system is accurate, reliable and timely. It also means only the persons with the appropriate authority have access to the data either for viewing or modifying the data in the system. The system implementation conforms to the Organisation Information Architecture principle regarding protection, access and integrity of data. The system security measures will be utilised to its fullest to provide access to specific data only to persons with appropriate authority. Logging in security is based on user identification and passwords. The system’s use of effective dates will ensure the timeliness of the data, allowing entered data to take effect precisely when intended. This application includes extensive edits, which will prevent the entry of inaccurate data into the system. Business processes will be developed in conjunction with the system implementation to assure that data are entered and updated in a reliable and timely manner.
2.5.2 Confidentiality of Data The confidentiality of the data plays major roles in the information flow through the system as the system is built for the insurance industry. Medical, financial and personal records are kept in the system database once the onsite brokers update or make an entry during the appointment with their clients. Clients are expecting that the organisation look seriously into these matters, both in the physical and reengineered process.
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Access Level Given System Administrator
Policy Analysts
Brokers
Other staffs
Clients
Figure: Individual Access Level The initial steps taken by this system is according to the access level given by system administrator. The administrator, of course will have the overall bird’s eye view of the system as well as the information flow in the system. Following the next department is the policy analysts, who will certify the organisation’s client’s application as to whether it is approved, rechecked and even rejected. Thirdly are the onsite brokers, who are the first point of contact to the clients. The brokers will have certain limitations as each broker is specifically restricted only to view their own clients’ profiles, due to the personalised login of the systems. The figure above illustrates a brief access level given to the organisation.
2.5.4 The Network Infrastructure Another important issue to be reflected during the implementation plan is on the network infrastructure. This system does not only communicate with the organisation or only through wired network (Intranet/Internet). The information flow can also be through mobile network coverage. Together with the tender Internet Service Provider (for the mobile access), this system will be studied and observed further in depth for mobile security loopholes. As the initiative listed in the Request for Proposal, the service provider, mobile Respondent and software Respondent are to demonstrate and address the security issues during the process of information negotiating, following the standards available in the market.
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3. Implementation Support 3.1. Hardware, Software, Facilities and Materials Support 3.1.1 Hardware Support
Installation of the hardware Once the chosen Respondents for individual components have sent the requested hardware, this hardware will be installed at the servers’ side by the ITPST installation team. Every single synchronisation, integration and operation of the hardware will be handled by ITPST. ITPST will give the second level of support when the organisation administrator is unable to solve and rectify problems.
Maintenance of the hardware During the implementation, the implementation team will do a weekly check to ensure that the operation goes on smoothly for the first 6 months. At this point of time, the team will follow closely on the development of the system. After this phase, the organisation’s system administrator will be well-trained to handle this system. Thus, the implementation team will be needed on an ad-hoc basis when the administrator is unable to solve and rectify anomalies. The breakdown and servicing for the hardware components can be escalated directly to the vendors, especially for mobile devices, that is used by the onsite brokers.
3.1.2 Software Support
Installation of the Software ITPST will do the first point of installation of all the software that is needed to be installed into the system. The implementation team will ensure that all the existing software and the database are able to work functionally. Every single synchronisation, integration and operation of the hardware will be handled by the ITPST. ITPST will give the second level of support, where the organisation administrator is unable to solve and rectify the problems. The vendor of the software will be called upon if there is a major bug during the installation process.
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University of Wollongong Maintenance of the Software During the implementation, the implementation team will do a weekly check to ensure that the operation will go on smoothly for the first 6 months. At this point of time, the team will follow closely on the development of the system. After this phase, the organisation’s system administrator will be well-trained to handle the system. Thus, the implementation team will be needed on an ad-hoc basis when the administrator is unable to solve and rectify the problems. The breakdown and servicing for the software components can be escalated directly to the vendors, especially for mobile device, that is used by the onsite brokers.
3.1.3 Facilities Support The system will be installed at the current head office in Wollongong. The assembling and testing of the hardware components will be first tested in ITPST’s laboratory before installing it in the current head office. The organisation will be requested to allocate a server and network space to install it into the organisation’s infrastructure. Apart from that, a classroom space for training the implementation staffs of the organisation are requested upon embarking the operation. It is ultimately a better opportunity to conduct training sessions in the organisation as ITPST will able to schedule the training sessions according to the culture in the organisation. Alternatively, trainings can also be held in the ITPST premises. These trainings will be held as stated in the Training Plan during the first six months of the implementation period.
3.1.4 Material Support Apart from the other support mentioned in this plan, the next support will be the material support. Upon embarking the implementation phase, the system manual and documentation will be handled over to the organisation to aid their operation. Apart from that, training plan and documentation will also be distributed to the staffs, who are directly involved with the system. The softcopy of the materials can be found on the system’s documentation profile.
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3.2 Personnel 3.2.1 The Implementation Support Team Upon implementation, ITPST will provide two personnel to assist in the first 6 months of implementation period. These personnel will ensure that the operation is running smoothly and they will also conduct close trainings for both the technical support staffs and the direct staffs of the organisation. Therefore, these personnel will be based in the organisation.
3.2.2 Personnel Requirements and Staffing As the organisation already has the existing technical staffs, they need to be retrained to familiarise themselves with this newly implemented system environment. In future, apart from the existing requirements that have been specified for employing technical support staffs, the organisation is advised to seek and search personnel who are knowledgeable in mobile support. For the direct impact end users, such as the brokers and the policy analyst, the existing team will be retrained to handle and operate the front side of the system.
3.2.3 Training of Implementation Staffs As mentioned before, there will be an active training for the staffs that are directly affected by the implementation. These staffs will be retrained intensively for the first month. Following that, classes will be held as stated in the Training Plan to ensure literacy in operating the system for the next 5 months. Apart from that, the technical support will be trained and closely monitored by the ITPST’s implementation personnel, in operating the system in the concurrent 6 months. After the 6 months, newly hired policy analyst or brokers will have to attend a course for 1 month to familiarise with the system.
3.3 Performance Monitoring ITPST will monitor closely on the performance during the first 6 months of the implementation phase. In the system software, there is a forum that discusses about the system. Here, ITPST will follow closely on each entry posted in the discussion board. Apart from that, feedback and surveys during the training classes will be obtained from the training students. With these details, ITPST will analyse the performance situation and will take appropriate actions. Apart from that one of the sub-systems, customer relationship management is able to generate reports, such as information request, sales patterns and customer pattern. With Confidential
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these reports, the ITPST and the management of the organisation are able to study the performance of the system.
3.4 CM Interface When the system is implemented, all the users will be able to login into a common page before navigating to other sections of the systems. In this common page, the latest news and discussions will be shown. Therefore, every user will not miss on any information flow throughout the organisation. Even if the staffs are away from the physical presence in the organisation, the administrator will give access to individual’s department leader to upload news regarding the system or the organisation’s ethics, according to their relevant categories. In this way, the user will just need to click and read the details. From there, he will know the departments in which the news originates. In addition, these articles will be archived into the database according to the categories and date. If there is any news or updates, the information will be passed through this content management interface.
4.0 Implementation Requirements by Site 4.1 Site Name or Identification for Site This section provides the name of the specific site or sites to be discussed in the subsequent sections. 4.1.1 Site Requirements This section defines the requirements that must be met for the orderly implementation of the system and it describes the hardware, software, and sitespecific facilities requirements for this area. Any site requirements that do not fall into the following three categories and are not described in Section 3, Implementation Support, they will be described in this section, or other sub-sections may be added following Facilities Requirements below:
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Hardware Requirements The purpose of this section is to provide a single source of information about hardware requirements for the major site resources. This section describes requirements for three servers systems supporting the system; Customer Relationship Management, Live Support Management and the MobChan capabilities, respectively.
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University of Wollongong However, the need for server systems to support these capabilities depends on the requirements of each site so that the system software is developed and packaged by service category. Therefore, depending on the requirements of a site, multiple services could be hosted by a single system. The factors to be considered include the amount of data to be stored locally and the amount of information streaming to be done. If neither of these requirements is significant, then a single system can host the Customer Relationship Management, Live Support Management and the MobChan capabilities. It is strongly suggested that the site’s local information streaming requirements are to be discussed with the organisation technical support’s team in order to identify the appropriate hardware needs to support those needs.
Software Requirements The system software will all be in a complete package. The only requirement is from the hardware specification, to be installed with the relative operating systems. Therefore, the organisation has to notify ITPST on the type of operating system it prefers the software to run on. Following that, a number of configurations need to be done to ensure that the system is able to communicate with the existing database and systems. Apart from that, the configuration to be accessed to the mobile details need to be known and these can be obtained from the related ISP provider.
Data Requirements The existing database in the organisation must be prepared and a back-up made prior to integrating with the implemented system. This is done in order to avoid mishaps. Apart from that, all the details are listed in the system manuals, and the assignment of an individual’s profiles is given to associate with the data preparation and installation.
4.1.2 Site Implementation Detail This section addresses the specifics of the implementation for this site. It includes a description of the implementation team, schedule, procedures, and database and data updates. This section should also provide information on the following:
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Team. On part of the ITPST’s effort, ITPST will deploy two personnel; a system implementer and system support. The system implementer will report the overview the whole implementation process, feeding the reviews of the progress back to ITPST. He will do the initial installation and set up, together with the related vendors supplying the system requirements. Page 21
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Apart from that, he will be responsible for the training of the organisation’s staffs and technical support. ITPST will solely assist the system implementer in his primary roles, ensuring that the operation is running smoothly and the organisation’s technical support is closely trained in every aspect. Apart from that, the organisation is requested to send a couple of her support staffs and head trainers to be trained intensively with the two attached ITPST personnel.
Schedule
Procedures This section provides a brief sequence of the detailed procedures that are required to accomplish the specific hardware and software implementation at the site. Other detailed documents will be referenced in the system manual.
If the site operations start-up is an important factor in the implementation, then address start-up procedures in some detail.
If the system will replace an already operating system, then address the start-up and cutover processes in detail.
If there is a period of parallel operations with an existing system, address the start up procedures that include technical and operations support during the parallel cycle and the consistency of data within the databases of the two systems.
Database Environment The current IS and database servers will continue to operate as before. The proposed LIFEXPRESS System (compromising of the CRM, LSM and MobChan) will be built on top the existing system. The new setup will be built taking into consideration the legacy system. As such, both systems will be interoperable with little modifications required to the existing database.
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ITPST will be working closely with the XYZ’s IS/IT department to install LIFEXPRESS. A dry run will be carried out by using a copy of the existing database with LIFEXPRESS installed. An exhaustive simulation of typical daily operations will be carried out. Any bugs or inconsistencies discovered during the dry run will be documented and methods specified to address them. Once the testing team from both ITPST and XYZ’s IS/IT staff are satisfied with the reliability and accuracy of the new system will it be implemented into the current business process.
Data Update The data update will be done in two processes; the manual and the automatic way. The manual way will be the initial effort to do a data back up, as well as the date update, before embarking the implementation. After that, the system will automate the entire data update process. Apart from that, all details require for the data update are being brief in the system manual. The following are examples of information found in the system manual:
Control inputs Operating instructions Database data sources and inputs Output reports Restart and recovery procedures
4.1.3 Back-Off Plan If the implementation fails at the first stage, the system will not affect the main core of the existing systems found in the organisation, except for the database server, where the implemented system communicates with. In this case, it is wise
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to unplug the implemented system to recover back the old data, using the back-up system. However, if the system fails halfway through during the implementation, the support team can just unplug the system from the database to recover again. This is designed based on a modular system and open standard concept. Therefore, in a modular architecture, the software/system could just be plugged in and out as and when they are needed in the system
4.1.4 Post-implementation Verification The post implementation verification will review the implementation and decide if the overall project is successful. If it is not, the system can be unplugged back to it original state, as briefly explained in the Back-Off Plan. Furthermore, discussions can be found in the evaluation report, as well as the system manual.
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5 References 1. Abdul Aziz N, Hoh Whay, L, Osman, M. A., (2005), Interim Report, University of Wollongong, Published: 27th September 2005 2. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION) CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004, Financial Analyst Proposal Final Report 3. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada 4. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw Hill Education New York, NY 5. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http:// www.blackbery.com [Accessed 30 May 2006]. 6. Breen Advertising Media, Letter: Tender for the updating and redesigning of Hougang Town Council Website, Date: 18th February 2003 7. Coltman T., Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia 8. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http:// www.Seibel.com [Accessed 5/27/2005]. 9. Citrus College ERP, RFP Information and Documents, Updated: 7th February 2005, [Online], Available: http://www.citruscollege.edu/erp/rfp.htm, [Accessed: 30 May 2006] 10. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website Proposal 11. End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online], Available: http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowl edge_transfer.doc, [Accessed: 30 May 2006] 12. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson South Western, USA 13. Information Systems Division (ISD) Software Training Plan, Updated: April 15, 2005, [Online], Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf, [Accessed: 30 May 2006]
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14. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT MANAGEMENT [Online]. Available: http:// www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 30 May 2006]. 15. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO: The Customers' View [Online]. Available: http://www.gantthead.com/article.cfm?ID=144029 [Accessed 30 May 2006]. 16. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com [Accessed May 30, 2006 ]. 17. Northern Illinois University, Request for Proposal: University Information System ERP Solution – RFP Number: R51473, Date of Issues: May 9th, 2005. 18. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http:// www.palmone.com [Accessed 30 May 2006]. 19. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available: http:// www.peoplesoft.com [Accessed30 May 2006]. 20. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http:// www.oracle.com [Accessed 30 May 2006]. 21. Telstra, [Homepage of telstra], [Online]. (2005). Available: http:// www.telstra.com.au [Accessed 30 May 2006]. 22. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle River, New Jersey 23. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world, Thomson learning Incorporated, Canada 24. Wireless Philadelphia, (2005), Request for Proposal for a Citywide Wireless Network, [Online], Avalaible: http://www.phila.gov, [Accessed: 30 May 2006] 25. State of Utah, Request For Proposal for Voting System/Equipment, Issued July 9, 2004, [Online], Available: http://purchasing.utah.gov/BidHeaders/8750.pdf, [Accessed: 30 May 2006] 26. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available: http:// www.4pm.com [Accessed 30 May 2006].
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University of Wollongong IACT451 IT Project Training Plan (Spring Session)
Version 1.0 Lasted Update: Tuesday, 30 May 2006 Prepared By: Loh, Hoh Whay 2400431 Nurhazman Abdul Aziz 2666182 Md Aidil Osman 2390693
The Training Plan is intended solely for XYZ Insurance’s information and her perspective Stakeholders. The information given here is to the best of our knowledge. The contents of this Training Plan are confidential and not to be reproduced without expressed written consent.
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Amendment History Version Number
Description of Change
Author
Date
Reviewed By
Author By
1
First Draft
LOH Hoh Whay
September 13, 2005
Md Aidil Osman
LOH Hoh Whay
2
Second Draft of RFP, Editing the Grammar, Shaping up
LOH Hoh Whay
September 20, 2005
Md. Aidil Osman
Md Aidil Osman
3
Checking for Business Fluency
LOH Hoh Whay
September 21, 2005
Nurhazman Abdul Aziz
LOH Hoh Whay
Peter Hyland, Tim Coltman
LOH Hoh Whay
4
Review by Project Sponsor
LOH Hoh Whay
October 11, 2005
5
Final Draft
LOH Hoh Whay
October 16, 2005
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Nurhazman Nurhazman Abdul Aziz Abdul Aziz
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Distribution List Names Nurhazman Abdul Aziz Hoh Whay, Loh Md. Aidil Osman Peter Hyland Tim Coltman
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Title Technology Impact Analyst Business Case Analyst Client Liaison Officer Project Sponsor (XYZ Insurance) Project Sponsor (XYZ Insurance)
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Table of Contents 1 Introduction...................................................................................................................... 6 1.1 Background and Scope ............................................................................................. 6 1.1.1 Purpose............................................................................................................... 6 1.1.2 Goals .................................................................................................................. 6 1.1.3 Objective ............................................................................................................ 7 1.2 Point of Contacts....................................................................................................... 7 1.3 Documents Organisation........................................................................................... 8 1.4 Glossary .................................................................................................................... 8 2 Assumptions..................................................................................................................... 8 2.1 Critical Assumptions – Implementation Scope......................................................... 8 3 Training Program ............................................................................................................. 9 4 Instructional Analysis ...................................................................................................... 9 4.1 Development Approach ............................................................................................ 9 4.2 Issues and Recommendations ................................................................................. 11 4.3 Need and Analysis Skills ........................................................................................ 12 4.3.1 Target Audiences ............................................................................................. 12 4.3.2 Size and Location of End Users....................................................................... 13 4.3.3 Anticipated Training Dates, Tasks and Skills Learned.................................... 13 4.3.4 Facility Inventory Requirements...................................................................... 15 4.3.5 Training Needs for Specific Audiences ........................................................... 15 4.3.6 Training Team.................................................................................................. 16 4.3.7 Access to XYZ Insurance Facilities and Workstations.................................... 16 4.3.8 Training Team Role Definition & Skill Set..................................................... 16 4.3.9 Resources ......................................................................................................... 18 5 Instructional Methods .................................................................................................... 18 5.1 Training Methodology ............................................................................................ 18 5.2 Training Database ................................................................................................... 19 5.3 Testing and Evaluation ........................................................................................... 20 5.3.1 Feedback Evaluations ...................................................................................... 20 5.3.2 Performance Assessments Evaluations............................................................ 20 5.3.3 Performance Assessments................................................................................ 20 6 Training Resources ........................................................................................................ 20 6.1 Course Administration ............................................................................................ 20 6.1.1 Registration Database ...................................................................................... 20 6.1.2 Centralized Administration.............................................................................. 21 6.2 Resources and Facilities.......................................................................................... 21 6.2.1 Classroom Facilities......................................................................................... 21 6.2.2 File Structure and Location.............................................................................. 22 6.3 Schedules ................................................................................................................ 22 6.4 Future Training ....................................................................................................... 22 7 Training Curriculum ...................................................................................................... 23 8 References...................................................................................................................... 25
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DISCLAIMER/CONFINDETIALITY NOTICE This document is confidential and has been made available to the individual to whom it is addressed strictly on the understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s own professional advises. Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly speculative and potential investors should be aware that no established market exists for the trading of shares in private companies. Prospective investors are advised to verify all material facts and to take advice from a professional adviser before entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative purposes. The eventual outcome may be more or less favourable than that portrayed.
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1 Introduction 1.1 Background and Scope 1.1.1 Purpose XYZ insurance is embarking on a business transformation. Through the introduction of LIFEXPRESS system, XYZ insurance will become a company supported by highly efficient information systems, delivering the highest quality of products and services to customers, with better responsiveness to customers. The LIFEXPRESS project will be implemented functionally, Version 1.0 will include: Modules
LIFEXPRESS CRM
Function Self Service CRM Survey Management Software Contract Management Software Distribution Management Software
LIFEXPRESS LSM
Customer support Recording sales processes Broker & company communication
LIFEXPRESS MobChan
Sales force automation Real-time customer information Capturing sales order, account information
1.1.2 Goals The primary goal of the training plan is to define the necessary steps to support the definition, development and deployment of a knowledge transfer and training program that will ensure the success of implementing LIFEXPRESS Project. The goal of the knowledge transfer is to provide the LIFEXPRESS support team of XYZ Insurance with the necessary skills and knowledge to independently operate the system that will ensure successful implementation and support of the LIFEXPRESS solution. The goal of the training plan is to provide end-users of XYZ Insurance with necessary knowledge to operate LIFEXPRESS online functions independently with minimal assistance from support staff.
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1.1.3 Objective The primary objective of the LIFEXPRESS training plan is to ensure all XYZ staff receives the training, knowledge and skills necessary to support a successful implementation and maintain operation of LIFEXPRESS project. The objectives are to: •
Create and implement an End-user training program that is effective and suited to the tasks of staff members need to perform in the company. This includes new business processes and knowledge in their functional areas.
•
Create a sustainable training program that meets End-user needs at the initial stage and also throughout the life of the training program. This includes on-site support, re-training and new hire training through documentation and training materials.
1.2 Point of Contacts Point of Contacts (POC) will provide the necessary contacts to document users for informational and troubleshooting purposes. Due to the multi-location rollouts, the training team will be supported by local POC’s for each training location. Type of Contact Project Manager Program Manager QA Manager Security Manager Training Coordinator Helpdesk Operations Manager
Contact Name Leonardo Dicaprio
Telephone Number 0422183575
Email Address
[email protected]
Brendan Pereira
0422138473
[email protected]
Amy Chew Arnold Schwarzenegger
0422194722
[email protected]
0422111175
[email protected]
Alex Ferguson
0422199234
[email protected]
Jennifer Lopez Mohd Hassan Marican
0422177227
[email protected]
0422184726
[email protected]
In order facilitate the logistical requirements of multi-location rollouts the LIFEXPRESS Training team is being supported by local POC’s for each training location. The support team should be structured as part of the overall site change management team. The training coordinator on the team is responsible for ensuring that their training facilities are properly equipped for End-user training.
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1.3 Documents Organisation Section 1 provides introductory material pertaining to the LIFEXPRESS Training Plan. Section 2 details the LIFEXPRESS Instructional Analysis including the approach, issues/recommendations and needs and skills required. Section 3 presents the methods used such as the methodology, the database used and evaluation of the training. Section 4 details the required resources such as the administration of the course, resources & facilities, schedules and future training.
1.4 Glossary Acronym CRM LSM MobChan POC UOW
Terms Customer Relationship Management Live Support Management Mobility Channel System Point of Contact University of Wollongong
2 Assumptions 2.1 Critical Assumptions – Implementation Scope The successful outcome of these activities will directly impact the success of LIFEXPRESS training program. 1. Business process owners Develop and validate the new business to support the development of training materials.
Identify and provide appropriate resources to work with developers to create effective training materials.
2. Training team Coordinate training efforts with the implementation team to make sure training project management activities are integrated into the overall management of the LIFEXPRESS Project implementation.
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3. End-users Most end-users posses existing computer skills and have working experience of the Windows Operating System Environment.
Have access to the Intranet & Internet to access on-line training and training documentation.
3 Training Program The LIFEXPRESS Training Program:
Is highly dependant on an in-depth understanding of organizational roles and responsibilities to produce accurate and effective training program.
Will impart business process and application skills.
4 Instructional Analysis 4.1 Development Approach The LIFEXPRESS development approach will consist of several activities which range from collection training requirements to conducting the training. Training may be in courses or modules. Courses are 2 hours per session and may be conducted in single sessions or consist of multiple modules. Modules are generally shorter and are usually part of a series. The steps needed are shown in the two-phase process diagram below.
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Phase 1: Training Planning and Preparation 1. Collect and analyze software training requirements 2. Determine differences between training requirements and current offerings and identify new training needed 3. Establish curriculum o Establish priorities for training development o Plan schedule for procuring/developing and offering courses/modules 4. Identify potential training providers 5. Develop or procure courses/modules 6. Internally review new training 7. Store training material in controlled area
Phase 2: Training Implementation 8. Schedule training rooms, instructors, and offerings 9. Publish and publicize training offerings 10. Register students and maintain training history 11. Prepare or obtain copies of training materials 12. Conduct offerings and gather evaluations and metrics 13. Allow waivers 14. Analyze evaluations and feedback and identify possible updates 15. Identify frequency of training offering 16. Follow up with some participants to measure training Impact/result 17. Create periodic updates 18. Report metrics to management
Figure: LIFEXPRESS Training Process1
1
Information Systems Division (ISD) Software Training Plan, Updated: April 15, 2005, [Online], Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf, [Accessed: 30 May 2006]
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Phase 1: Training Planning and Preparation Step 5: Develop or procure training
Training Procurement For each course/module: Negotiate content Identify funding resource Procure course/module
Training Developing Develop course content: Separate courses into modules Develop course outline and material for each module
Phase 2: Training Implementation
Figure: Step 5: Training development and procurement1
4.2 Issues and Recommendations Issues that may affect the success of training2 are stated below: User resistance - Management and users might resist the change and will severely affect the training program for themselves and others in the company. A Change Management Plan should be devised to remedy this issue. Pre-training – Some users have little to no PC experience. IT is a pre-requisite for all end-users to have prior PC training in windows environment before participating in training sessions. Training facilities - Appropriate and adequate training facilities must be available during training sessions. Equipments and facilities required needs to be further validated before training are in place. PC setup - Training PCs need to have the appropriate read and write access to appropriate servers, systems and networks. PCs need to be pre-loaded with required software for training. Users need to have pre-defined User IDs and passwords before training is commenced. Approval of Training Materials - XYZ Insurance must be available to review and approve all training materials. A strict time period for feedbacks and approvals should be allocated to ensure training development schedules are met.
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4.3 Need and Analysis Skills The target audience will be divided into the following groupings:
4.3.1 Target Audiences Who Employee Self Service users: End-users that do not require direct access. Executive users: End-users that require a bigger picture of the system for analysis. Requires little hands-on processing (Managers, Executives). Occasional users: End-users who are limited to a number of transactions but will need access to the system on a limited basis (Clerical staff). Frequent users: End-users whose work functions depends on the system and uses it daily and frequently (Accounts staff, policy analysts, brokers, salesperson, agents, help desk staff) Super users: Endusers whose work functions depends on the system and required higher level of training
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Level
Frequency Provider
Assessment
Evaluation
Little to no prior experience
Initial New staff New tasks
In house, our trainers
Test at the end of module
Feedback, observation
Low computer
Initial
In house, our trainers
Test at the end of module
Feedback, review
Initial then follow up
In house, our trainers
Work review
Work review, Interview focus group
Computer Initial then and domain follow up
In house & Workshops
Work review
Work review, Interview focus group
High computer
System Provider
Work review
Work review, Interview focus group
Low to medium computer
Initial only, Intensive
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Who
Level
Frequency Provider
Assessment
Evaluation
(System administrators, IT technical support staff) Trainers: People that are certified to train other users of the system.
High computer, little domain
Initial only, Intensive
Certificate
Work review, Interview focus group
System Provider
4.3.2 Size and Location of End Users For planning purposes, UOW has developed an estimation of number of personnel in the company that will need to attend End-user training. This estimate is based on the position these people fill in current business processes which includes external brokers. The table below provides the current End-user estimates at XYZ. Activity XYZ HQ XYZ M XYZ P XYZ B XYZ C XYZ H XYZ A XYZ D
End-users Location Wollongong, NSW Melbourne, VIC Perth, WA Brisbane, QLD Canberra, ACT Hobart, TAS Adelaide, SA Darwin, NT
Date Identified 10/10/2005 11/10/2005 12/10/2005 13/10/2005 13/10/2005 13/10/2005 13/10/2005 13/10/2005 Subtotal
Total 410 250 150 200 100 100 200 90 1500
4.3.3 Anticipated Training Dates, Tasks and Skills Learned The following table outlines a draft-training schedule. Three main locations will be selected as training centres for all staff.
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Target
Tasks
Skills Learned
Location
Super User
Supporting Lifexpress System Supporting Lifexpress System Supporting Lifexpress System
Hands-on knowledge of the functions of Lifexpress System and how to support them. Hands-on knowledge of the functions of Lifexpress System and how to support them. Hands-on knowledge of the functions of Lifexpress System and how to support them.
Wollongong, NSW Melbourne, VIC
Train the Trainer Train the Trainer Train the Trainer
Intro & Using to Lifexpress Intro & Using to Lifexpress Intro & Using to Lifexpress
End-user Kickoff
Introduction to Lifexpress System
End-user Kickoff
Introduction to Lifexpress System
End-user Kickoff
Introduction to Lifexpress System
CRM Enduser
Intro & Using to Lifexpress CRM Module Intro & Using to Lifexpress LSM Module Intro & Using to Lifexpress Mobchan Module
Super User Super User
LSM Enduser Mobchan End-user
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Required Date 24/02/2006
End-users Identified 14/10/2005
Training Start Date 20/02/2006
24/02/2006
14/10/2005
20/02/2006
Perth, WA
24/02/2006
14/10/2005
20/02/2006
Certified ability to train staff members on all aspects of Lifexpress System. Certified ability to train staff members on all aspects of Lifexpress System. Certified ability to train staff members on all aspects of Lifexpress System.
Wollongong, NSW Melbourne, VIC
1/03/2006
14/10/2005
25/02/2006
1/03/2006
14/10/2005
25/02/2006
Perth, WA
1/03/2006
14/10/2005
25/02/2006
Basic understand and competency of the three main modules in Lifexpress and how it works. Basic understand and competency of the three main modules in Lifexpress and how it works. Basic understand and competency of the three main modules in Lifexpress and how it works. Hands-on knowledge and advanced competency of Lifexpress CRM.
Wollongong, NSW
5/03/2006
14/10/2005
2/03/2006
Melbourne, VIC
5/03/2006
14/10/2005
2/03/2006
Perth, WA
5/03/2006
14/10/2005
2/03/2006
Wollongong, NSW
12/03/2006
14/10/2005
6/03/2006
Hands-on knowledge and advanced competency of Lifexpress LSM.
Melbourne, VIC
12/03/2006
14/10/2005
6/03/2006
Hands-on knowledge and advanced competency of Lifexpress Mobchan.
Perth, WA
12/03/2006
14/10/2005
6/03/2006
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4.3.4 Facility Inventory Requirements The following inventory is an assessment of the status of training facilities. Location
Room
Wollongong, W1 NSW W2 W3 W4 W5 W6 Melbourne, VIC
Perth, WA
Minimum Area of Date Size Requirements Deficiency Identified YES 1/9/2005 50 YES YES YES YES NO
RAM, hard disk
1/9/2005 1/9/2005 1/9/2005 1/9/2005 1/9/2005
50 50 70 50 30
M1
YES
1/9/2005
50
M2 M3 M4 M5 P1 P2 P3 P4
YES YES YES YES YES YES YES YES
3/9/2005 3/9/2005 3/9/2005 3/9/2005 4/9/2005 4/9/2005 4/9/2005 4/9/2005
50 50 50 50 40 40 50 20
RAM
RAM
4.3.5 Training Needs for Specific Audiences The following table shows the training needs for instructors and End-users during training sessions. Target Audience Group Employee Self Service users Executive users Occasional users Frequent users Super users Trainers
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Training Needs Computer lab, training materials, projector Computer lab, training materials, projector Computer lab, training materials, projector Computer lab, training materials, projector, headphone with speaker Computer lab, training materials, projector Computer lab, training materials, projector, headphone with speak
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4.3.6 Training Team Project Lead
Training Lead CRM
Training Lead LSM
Training Lead Mobchan
Editor
Editor
Editor
Instructor
Developer
Instructor
Developer
Instructor
Training Coordinator
Developer
Table: Lifexpress Training Team2
4.3.7 Access to XYZ Insurance Facilities and Workstations The training team will be co-located with the process team. Both will work together during the development phase of training materials. It is crucial to have both teams working together in the same location. The training team will need access to workstations connected to the XYZ Insurance network to develop course materials. Training team will include members of UOW project team, XYZ and other contractor personnel.
4.3.8 Training Team Role Definition & Skill Set Training Coordinator2 The training coordinator will work closely with the site contacts to schedule End-user training and secure equipment and training facilities. Coordinate with Training Leads and setup training dates. Assess number and location of end-users. 2
End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online], Available: http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowledge_transfer.doc, [Accessed: 30 May 2006]
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Assess number and location of training rooms. Supports the Training Leads in fulfilling daily training tasks. Supports the policies and decisions of Training Leads. Work with XYZ to ensure that classroom requirements have been met.
Training Team Leads2 Will develop materials for their respective areas Will coordinate the efforts of Technical Editors Will coordinate the efforts of the Developers Training Technical Editors2 Will ensure standards are followed Will develop a Master Glossary Will assist with material development when needed Will have rights to the template used to develop training materials Will perform technical and grammatical edits to the training courses. Will coordinate the efforts of the Technical Editors Will notify Training Leads on issues that conflict with project policies, processes and procedures. Supports the Training Leads in accomplishing daily training. Supports the policies and decisions of Training Leads. Training Developers2 Will have experience in writing precise training material Develop curriculum and courses and also responsible for developing and updating training materials to include presentations, instructor Guides, Participant Guides, Online Help Guides and Quick Reference Guides. Be able to respond quickly to requirement changes Will develop a LIFEXPRESS overview navigation course that will be a prerequisite for all LIFEXPRESS application-specific training. Will develop a Train the Trainer course that will be used to prepare instructors. Provides knowledge transfer and training. Supports the Training Leads in accomplishing daily training. Supports the policies and decisions of Training Leads. Instructors2 The instructors will be responsible for presenting training for LIFEXPRESS Will deliver the training courses to End-users. Will train new and existing users on functions of LIFEXPRESS using lectures, demonstrations, coaching and hands-on exercises. Will respond to End-user inquiries. Respond to Team Leads on the matters of class participation. Collect End-user questionnaires at end of class. Perform training evaluations and assessments.
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Advise Training Leads on the effectiveness of training. Recommend actions to continuously improve the training program and effectiveness.
4.3.9 Resources UOW has agreed on a commitment to provide a high-quality training program. To realize that, significant amount of resources must be secured and managed. UOW's approach to LIFEXPRESS training is to establish an experienced team using proven methodologies and lessons learned from previous experience. Shown below is an overall view of those who will be working with the Training Team to effectively develop and deliver the LIFEXPRESS training program.
Other CRM Projects
LIFEXPRESS Training Team
Industry Partners • Lessons Learned
Corporate Training Experts
Diagram: Training Resources
5 Instructional Methods 5.1 Training Methodology LIFEXPRESS training teaches End-users how to perform CRM, LSM and MobChan specific tasks and reinforces where the task occurs in the process. Several materials need to be created:
Instructor Guides – Map of the course that will be taught in training sessions. The guides provide a standard method for training across different locations, times and instructors.
Participant Guides – Map of the course for participants. It contains exercises, tutorial guides, forms, etc.
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Training Data – Supports the training sessions by providing dummy data. It resides in training database which can be reused and refreshed after each training sessions.
Online Reference – Another channel for delivering training materials. Web materials will be provided to allow users to access the materials whenever they want.
5.2 Training Database A training database will be used during training development and delivery. It contains training data which the LIFEXPRESS configuration, master data and transaction data are stored. Student profiles need to be created and access will be defined and administered. Below is a diagram of the training database2: Training Database
Copy from Master Client
Master Client
Delivery Client
Delivery Client
Delivery Client
Practice Client
Client Master Client
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Quantity 1
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Purpose Used to support training and contains the master and transactional data Used for refreshing Practice Clients
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Delivery Clients
4+
Practice Client
1
Used by instructors to deliver training and exercises. Used by students to practice after training.
5.3 Testing and Evaluation To ensure that training team is meeting End-user and other stakeholder needs, evaluation programs will be developed. The evaluation will validate End-user training content and user feedback and performance are used to evaluate the effectiveness of training content and instructors.
5.3.1 Feedback Evaluations
Conduct End-user evaluations to evaluate training content, learning effectiveness and instructor ability Create attendance records
5.3.2 Performance Assessments Evaluations
Identify key performance indicators and measurements and perform performance checks based on them Evaluating performance of instructors Performance checks on training materials to validate training content
5.3.3 Performance Assessments
Assess performance ability based on job results (checklists, surveys) Track help desk calls to identify performance issues that can be solved by training
6 Training Resources 6.1 Course Administration 6.1.1 Registration Database The LIFEXPRESS Training Team will be using MS Access database to track and schedule End-user training. This includes:
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Scheduling courses, classrooms and instructors tracking End-users categorized by courses and duration reporting on different levels (e.g. manager, instructor, etc)
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Scheduling will be done at the main office with the assistance from POC from other branches. End-users' data will be uploaded into the Registration Database before training. End-users will be mapped to roles by their supervisors. After mapping is completed, end-user names will be submitted to the training administrator for scheduling. Training schedules must adhere to a strict policy and changes are not allowed unless approved by their supervisors.
6.1.2 Centralized Administration The training coordinator will be in charge of managing the scheduling of training courses, signing up participants, scheduling classrooms and also minimizing conflicts.
6.2 Resources and Facilities 6.2.1 Classroom Facilities All classrooms used for training should be equipped to support every student with their own PC. Participants will have their own PC to acquire the full benefits from the training program. The PCs must have the following minimum requirements:
Microsoft Windows 98 or higher Pentium 2 333mhz, 256MB ram, 5 gigabyte hard disk, 15 inch monitor Access to the Internet & Intranet Access to a web browser
Each classroom must also have the following equipment:
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Minimum of 10 PCs or laptops Projector Instructor PC with access to XYZ shared drive for document access Network connections Office supplies ( Paper, pen ) Whiteboard
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6.2.2 File Structure and Location
A folder for the training materials will be set up for each module being implemented. These folders will contain materials such as course documents, guides, data sheets and other supporting documents. All client computers should have these materials.
6.3 Schedules
6.4 Future Training Details for future training will be notified at a later date after the first evaluations have been conducted for the initial training.
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7 Training Curriculum Course/Module Name Introduction to Lifexpress System
2hrs
Expected Class Size Optimal
Intro to Lifexpress CRM Module
2hrs
Optimal
Using Lifexpress CRM Module
6hrs (3 sessions )
Maximum
Intro to Lifexpress LSM Module
2hrs
Optimal
Using Lifexpress LSM Module
6hrs (3 sessions )
Maximum
Intro to Lifexpress
2hrs
Optimal
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Length
Target Audience Managers, all Lifexpress users Policy analysts
Objective
Content/syllabus
Resources Required Computer lab, training materials, projector Computer lab, training materials, projector
Student Prerequisites Basic competency in windows environment. Basic competency in windows environment.
Course(C)/ Module(M) C
Basic understand the three main modules in Lifexpress and how it works. Understanding Survey Management , Contract Management , Distribution Management
Lifexpress and its functionalities
Policy analysts
Hands-on knowledge of Survey Management , Contract Management , Distribution Management
Advanced training on Survey Management , Contract Management , Distribution Management
Computer lab, training materials, projector
Advanced competency in windows environment.
M
Sales people, agent, brokers, help desk staff Sales people, agent, brokers, help desk staff Sales
Understanding customer support & recording sales processes
Intro to customer support & recording sales processes
Computer lab, training materials, projector
Basic competency in windows environment.
C
Hands-on knowledge of customer support & recording sales processes
Advanced training on customer support & recording sales processes
Medium competency in windows environment.
M
Understanding mobile
Intro to mobile sales
Computer lab, training materials, projector, headphone with speaker Computer lab,
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Intro to Survey Management , Contract Management , Distribution Management
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Basic
C
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Course/Module Name Mobchan Module
Length
Using Lifexpress Mobchan Module
6hrs (3 sessions )
Maximum
Supporting Lifexpress System
12hrs (6 sessions )
Optimal
Train the Trainers
18hrs (9 sessions )
Maximum
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Expected Class Size
Target Audience people, agent, brokers, data entry clerks Sales people, agent, brokers System administra tors, technical IT support staff Trainers
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Objective
Content/syllabus
Resources Required training materials, projector
Student Prerequisites competency in windows environment.
Course(C)/ Module(M) C
sales functions, customer information extraction and capturing sales order.
functions, customer information extraction and capturing sales order.
Hands-on knowledge of mobile sales functions, customer information extraction and capturing sales Hands-on knowledge of the functions of Lifexpress System and how to support them.
Advanced training on mobile sales functions, customer information extraction and capturing sales Advanced training on supporting Lifexpress CRM, LSM and Mobchan.
Computer lab, training materials, projector
Strong competency in windows environment.
M
Computer lab, training materials, projector
Strong competency in windows environment.
M
Certified ability to train staff members on all aspects of Lifexpress System.
Lifexpress trainer training.
Computer lab, training materials, projector, headphone with speaker.
Strong competency in windows environment.
M
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8 References 1. Abdul Aziz N, Hoh Whay, L, Osman, M. A., (2005), Interim Report, University of Wollongong, Published: 27th September 2005 2. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION) CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004, Financial Analyst Proposal Final Report 3. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada 4. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw Hill Education New York, NY 5. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http:// www.blackbery.com [Accessed 30 May 2006]. 6. Breen Advertising Media, Letter: Tender for the updating and redesigning of Hougang Town Council Website, Date: 18th February 2003 7. Coltman T., Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia 8. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http:// www.Seibel.com [Accessed 5/27/2005]. 9. Citrus College ERP, RFP Information and Documents, Updated: 7th February 2005, [Online], Available: http://www.citruscollege.edu/erp/rfp.htm, [Accessed: 30 May 2006] 10. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website Proposal 11. End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online], Available: http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowl edge_transfer.doc, [Accessed: 30 May 2006] 12. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson South Western, USA 13. Information Systems Division (ISD) Software Training Plan, Updated: April 15, 2005, [Online], Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf, [Accessed: 30 May 2006]
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14. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT MANAGEMENT [Online]. Available: http:// www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 30 May 2006]. 15. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO: The Customers' View [Online]. Available: http://www.gantthead.com/article.cfm?ID=144029 [Accessed 30 May 2006]. 16. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com [Accessed May 30, 2006 ]. 17. Northern Illinois University, Request for Proposal: University Information System ERP Solution – RFP Number: R51473, Date of Issues: May 9th, 2005. 18. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http:// www.palmone.com [Accessed 30 May 2006]. 19. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available: http:// www.peoplesoft.com [Accessed30 May 2006]. 20. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http:// www.oracle.com [Accessed 30 May 2006]. 21. Telstra, [Homepage of telstra], [Online]. (2005). Available: http:// www.telstra.com.au [Accessed 30 May 2006]. 22. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle River, New Jersey 23. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world, Thomson learning Incorporated, Canada 24. Wireless Philadelphia, (2005), Request for Proposal for a Citywide Wireless Network, [Online], Avalaible: http://www.phila.gov, [Accessed: 30 May 2006] 25. State of Utah, Request For Proposal for Voting System/Equipment, Issued July 9, 2004, [Online], Available: http://purchasing.utah.gov/BidHeaders/8750.pdf, [Accessed: 30 May 2006] 26. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available: http:// www.4pm.com [Accessed 30 May 2006].
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University of Wollongong IACT451 IT Project Project Evaluation and Closure (Spring Session)
Version 1.0 Lasted Update: Tuesday, 30 May 2006 Prepared By: Nurhazman Abdul Aziz 266182 Loh, Hoh Whay 2400431 Md Aidil Osman 2390693
The Project Evaluation and Closure is intended solely for XYZ Insurance’s information and her perspective stakeholders. The information given here is to the best of our knowledge. The contents of this Project Evaluation and Closure are confidential and not to be reproduced without expressed written consent.
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Amendment History Version Number
Description of Change
Author
Date
Reviewed By
Author By
1
First Draft
Nurhazman Abdul Aziz
September 13, 2005
Md Aidil Osman
Nurhazman Abdul Aziz
2
Second Draft, Editing the Grammar, Shaping up
Nurhazman Abdul Aziz
September 20, 2005
Md. Aidil Osman
Md Aidil Osman
3
Checking for Business Fluency
Nurhazman Abdul Aziz
September 21, 2005
LOH How Whay
Nurhazman Abdul Aziz
Peter Hyland, Tim Coltman
Nurhazman Abdul Aziz
4
Review by Project Sponsor
Nurhazman Abdul Aziz
October 11, 2005
5
Final Draft
Nurhazman Abdul
October 16, 2005
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Nurhazman Nurhazman Abdul Aziz Abdul Aziz
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Distribution List Names Nurhazman Abdul Aziz Hoh Whay, Loh Md. Aidil Osman Peter Hyland Tim Coltman
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Title Technology Impact Analyst Business Case Analyst Client Liaison Officer Project Sponsor (XYZ Insurance) Project Sponsor (XYZ Insurance)
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Table of Contents 1. Project Summary............................................................................................................. 6 1.1 Background ............................................................................................................... 6 1.2 Highlights and Innovations ....................................................................................... 6 1.4 Summary of Findings................................................................................................ 7 2 Introduction...................................................................................................................... 7 2.1 Background to LIFEXPRESS Project ...................................................................... 7 2.2 Project Evaluation Methodology .............................................................................. 7 3 Objectives, Outcomes and Outputs.................................................................................. 8 3.1 Objectives ................................................................................................................. 8 3.2 Critical Success Factors ............................................................................................ 9 3.3 Outcome and Target Outcomes ................................................................................ 9 3.4 Outputs.................................................................................................................... 10 4 Project Documentation................................................................................................... 10 4.1 Project Management Plans...................................................................................... 10 4.1.1 Interim report (Business Case Study) .............................................................. 10 4.1.2 Technological Study ........................................................................................ 10 4.1.3 Feasibility Study .............................................................................................. 10 4.1.4 Request for Proposal (RFP) ............................................................................. 11 4.1.5 Training Plan.................................................................................................... 11 4.1.6 Implementation Report .................................................................................... 11 4.2 Maintenance of Project Records ............................................................................. 11 5 Project Management ...................................................................................................... 12 5.1 Planning and Scope................................................................................................. 12 5.2 Governance ............................................................................................................. 12 5.3 Stakeholders Management ...................................................................................... 13 5.4 Risk Management ................................................................................................... 13 5.5 Resource Management............................................................................................ 13 5.6 Evaluation ............................................................................................................... 14 5.7 Closure .................................................................................................................... 14 6 Project Performance....................................................................................................... 14 6.1 Performance against Objectives and Outcomes...................................................... 14 6.2 Performance against Critical Success Factors ........................................................ 14 6.3 Performance against Outputs .................................................................................. 15 6.4 Performance against Budget ................................................................................... 15 6.5 Performance against Schedule ................................................................................ 15 7 Lessons Learnt ............................................................................................................... 16 7.1 What Worked Well ............................................................................................. 16 7.2 What Could Be Improved? ................................................................................. 16 8 Conclusion ..................................................................................................................... 17 9 Summary of Recommendation ...................................................................................... 17 10 References.................................................................................................................... 18
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DISCLAIMER/CONFINDETIALITY NOTICE This document is confidential and has been made available to the individual to whom it is addressed strictly on the understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s own professional advises. Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly speculative and potential investors should be aware that no established market exists for the trading of shares in private companies. Prospective investors are advised to verify all material facts and to take advice from a professional adviser before entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative purposes. The eventual outcome may be more or less favourable than that portrayed.
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1. Project Summary 1.1 Background This project closure and evaluation report has been completed to measure the success of the LIFEXPRESS project. In addition, this report wills specific a number of the project evaluation points, right from the initial to the implementation phases. The purpose of this report is to provide the Project Team and the client, XYZ Insurance with opportunity to:
Evaluate the progress and the current status of the Project against the Project Business Case Assess the implication of any deviations of other contributing factors Determine the changes to the Project Business Plan and any other aspects of the Project that may be required.
In addition, the evaluation will focus on for key areas: the Project Request for Proposal (RFP)’s process, Implementation, Training, Progress. The intention is to ensure that the Project Sponsor and her stakeholders is provided with sufficient information to make informed decisions to ensure that the desired project outcome is being achieved. Furthermore, this closure and evaluation was undertaken and documented by the Project Manager and the team IACT 451 IT Project Student Team (ITPST).
1.2 Highlights and Innovations The success of this project was measured by: 1
The delivery of the Business Case Solutions, within the appropriate time frames, including the Project RFP, Implementation and Training to the Project Sponsor
2
Together with the stated supporting reports and other materials, such as the technology and feasibility study report to the Project Sponsor.
3
LIFEXPRESS project can be accessible through a mobile commerce concept of business innovation, when no other Australian insurances companies have reached that stage of technology implementation.
4
The acceptance of all the reports by the Project Sponsors to invest in this project.
As the above criteria were met, the project has been proven to be well managed, documented and was successfully completed within the required time frame. Most of the milestones were met, with the exception of documenting the present processes.
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1.4 Summary of Findings LIFEXPRESS system will enable the Company brokers nationwide to conduct business with their clients and prospects in ways previously impossible. The system will allow brokers using a laptop computer or similar devices to develop a true financial profile of the customer in order to identify and explore the Company’s most appropriate products. The project team from University of Wollongong, IACT 451 IT Project Student Team (herein referred to as “ITPST” or “the team”), have taken this challenges to complete the initial management of the project, which compromise of six phases i.e.; business case report, RPF, implementation report, training report, project closure and evaluation report. Apart from that, these reports are strongly support by the documentation of project meetings, memos, technological studies and the feasibility studies. Hence, all these studies were done in order to achieve the main objectives.
2 Introduction 2.1 Background to LIFEXPRESS Project LIFEXPRESS is an accredited project between XYZ Insurance (hereafter referred to as “the Company”) and the University of Wollongong, designed as a sophisticated computer aided system. This system will enable the Company brokers nationwide to conduct business with their clients and prospects in new ways. The system will allow brokers using a laptop computer or similar devices to develop a true financial profile of the customer in order to identify and explore the Company’s most appropriate products. The aim of LIFEXPRESS is to improve the business process of the Company by increasing the sales process and distribution to current and potential clients through the use of Internet and mobile services. This will also help to reduce internal cost and regain market share through the integration of current internal Information System (IS). The system is made up of three components, i.e.; Customer Relationship Management (CRM), Live Support Management (LSM), and Mobility Channel (MobChan). These components will support the whole business process of the Company.
2.2 Project Evaluation Methodology The methodology used for this evaluation consists of the following: 1. An initial meeting with the project team member, where the project outcomes were examined and matched against the expected outcomes
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2. A survey of the documentation produced during the project and meetings to ensure the alignment between the objective and activities were planned and produced accurately according to the initial plan. 3. Meeting sessions with key stakeholders and clients to discuss the key findings and lessons learned from the project research components. 4. The distribution of all draft documentation to the project team, and getting feedback and review for further improvement for the final draft to be publish and disseminate to both project team and sponsors.
3 Objectives, Outcomes and Outputs 3.1 Objectives The objective of the project is to improve the business process of the Company by increasing the sales process and distribution to current and potential clients through the Internet and mobile services. This will also help to reduce the internal cost and regain market share through the integration of current internal Information System (IS). The estimated budget of the project is about AUD$1 million. Estimated Return of Investment (ROI) is up to 130%. This, it is very important to focus on the system paying for itself within five years efficiently and effectively. Below are the project requirements before the whole objective is achieved: 1. LIFEXPRESS will be a sophisticated computer aided system that will enable the Company brokers nationwide to conduct business with their clients and prospects in ways that had seemed next to impossible just a few years ago 2. LIFEXPRESS will allow brokers using a laptop computer or similar device to develop a true financial profile of the customer; to identify and explore XYZ’s most appropriate products. 3. LIFEXPRESS allows detailed comparison on how the Company stacks up against competitor’s rate and performance. 4. LIFEXPRESS allows the generation of all the necessary paperwork on site to consummate a sale. 5. LIFEXPRESS should have a channel to communicate efficiently as a means of contact with the office during the process of documenting policies for the client. 6. LIFEXPRESS must be available 24/7 with provision set aside for maintenance for other periodic maintenance as required at one hour per fortnight.
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7. LIFEXPRESS must be accessible using the Microsoft Internet Explorer browser as the system provides specific services made compatible to this Internet browser.
3.2 Critical Success Factors The success of this project was measured by: 1
The delivery of the Business Case Solutions, within the appropriate time frames, including the Project RFP, Implementation and Training to Project Sponsor, together with the stated support reports, other materials, such as the technology and feasibility study report to the Project Sponsor.
2
LIFEXPRESS project can be accessible through a mobile commerce concept of business innovation, when no other Australian insurances companies have reached that stage of technology implementation.
3
The acceptance of all the reports by the Project Sponsors to invest in this project.
3.3 Outcome and Target Outcomes The target outcomes for the project were the delivery to the Project Sponsor of a cost and optioned Project Report that included: 1
A business case that covers the project interim report, which includes the scope statement, task, costing, risk analysis, process maps, marketing, IT acquisition and modification, consultancies, training and on-going services
2
A Request of Proposal (RFP) that covers the project scope, target audiences, design requirements and conditions, technical infrastructure requirements, functional/programming requirements, integration requirement and lastly determine of project management that consider the handling the RFP processes and procedure.
3
A training and implementation reports that discusses the operational plans of both intermediate stage in planning the project process, once the project embarks and installed in the client’s site.
4
An evaluation and project closure reports to summarize the entire progress of the initial documentation of the project management.
5
With all these documented materials, these will be presented to the project sponsor for the actual phase to be initiated.
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3.4 Outputs The output from the project was a complete, documented, substantial project planning and management that included documented outputs for each of the above target outcomes.
4 Project Documentation 4.1 Project Management Plans 4.1.1 Interim report (Business Case Study) The interim report will give a detailed outline on the current situation of the client’s organisation, including the business process and the financial aspect of the project. The costs associated with the project have also been included to show the feasibility of the projects. The aspects in the section include professional fees, Return on Investment, Net Present Value, Discounts and cost projection. Overall, the interim report gives a brief picture of a business case that will be taken by both parties on the development and implementation of LIFEXPRESS, bringing a new re-engineered business centric process through mobile commerce.
4.1.2 Technological Study The technological studies are outlined in the memo of the project. It is subdivided into several categories:
The Software System (Customer Relationship Management, Live Support System, Operating Systems, etc.) The Hardware (Servers, Routers) The Mobile Gadget (Personal Device Accessories, Mobile Phones) The Network Infrastructure (3G, GSM) The Integrated Solution
The LIFEXPRESS system operates and built upon incorporating the five categories of the technological studies.
4.1.3 Feasibility Study In the feasibility study, a number of considerations have been identified based on the following needs of the organisation:
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improved product distribution reduce internal cost increased cross selling of products exploitation of new web-based technologies
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From this study, a desired system solution has been derived and implemented with these following listed:
a new method for brokers to conduct business develop a thorough customer financial profile identify and explore the organisation’s most appropriate products to close sale onsite with all necessary documentation.
4.1.4 Request for Proposal (RFP) In the Request for Proposal (RFP) of the project, the structure of the project is discussed in details. The overall project management has been also been discussed in much detail based on the desired plan for the project to be initiated. In addition, the desired requirements have been briefly explained and requested in that report.
4.1.5 Training Plan The purpose of this plan is to present the goals, approach, and plans for LIFEXPRESS training to XYZ Insurance end users and equip them with the necessary knowledge to operate the system with minimal assistance from support staff. The LIFEXPRESS Training program will impart business process and application skills on the target audience to ensure a successful implementation of the LIFEXPRESS project.
4.1.6 Implementation Report In the implementation report, a brief pre-guide will illustrate the operation plan for the implementation phase of the project. This plan will cover briefly its system overview, giving an illustration to the system description and organisation
4.2 Maintenance of Project Records The documentations relating to the project are securely maintained to avoid unauthorised access, alteration or removal. Hard copies of the documents were managed by the Project Manger from ITPST. These documents control method was used for the reports included the use of the version control, build status, controlled documents and distribution list. The distribution lists are maintained electronically. The use of document controls avoids:
difficulty in readily determining the difference between documents superseded documents remaining in circulation not knowing who has been issued with copies of documents
The present document was also controlled and recipients were requested to return the old copies for disposal. Electronic records are managed by the project manager through the use of document management system. Document naming was standardised for all documents and templates were used. This allows for ease of retrieval, availability,
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accessibility and readability. The website is updated frequently. All electronic records are backed up on a weekly basis, an up to date hard copy of documents was also maintained.
5 Project Management 5.1 Planning and Scope This project is at the initial stage of project management for documentation of all the necessary reports to support the project to embark physically in late November 2005. The business case was presented to the project sponsors on the research solutions, with the cost and feasibility for the re-engineered business project that involves the whole sales operation. With the other reports determined the path of the reports to be taken in place through the presentation of the Request of Proposal, Implementation and Training plan report. At the request of project sponsor, the project was expanded to include identifying an efficient and effective process for management of the project as a whole, across both project team and sponsors. The Business Case was completed in accordance with the relevant reports guidelines and support.
5.2 Governance Project Steering Management Board of XYZ Insurance
Project Sponsor XYZ Insurance Respondents to the RPF
Stakeholders Departments in XYZ Policy Analyst & Brokers
Project Team ITPST
The above model was the governance structure used based on the Project Management Guidelines Version 5.0 prepared by the ITPST. The governance
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model has been proven to be effective. The composition of the Committee, Project Team, Working Groups and Consultants were appropriate to the needs of the project
5.3 Stakeholders Management Key stakeholders were identified by the Project Sponsor and Project Manager, in this section of management. These issues are actually derived from the feasibility study conducted by the business case analyst and the client liaison officer. These issue have been addressed and discussed with the Project Sponsor and been documented in the business case report, as well as the feasibility report. Also, all meetings of the stakeholder were documented and an action list was maintained.
5.4 Risk Management Risk management was conducted initially as part of the assessment of the project viability and documented in the project business case. A risk analysis chart was used to document issues concerned with the identifying, analysing and responding to the project risks. Risks were monitored by the business case analyst, as their likelihood or impact ratings change or any new risks emerged, throughout the project cycle. This is also supported through regular reports provided to the steering committee and sponsors. Most risks identified did not arise. But, those that did were successfully managed and did not pose any significant threat to the project.
5.5 Resource Management Resource management is divided into four components i.e.; budget, human resources, physical and information. As the project was a part of the Company’s budget initiative, funding was granted and a budget was set up and maintained by the Project Manager to monitor that funding. This was worked very closely with the project sponsor, in order not to exceed budgets or calculations in the process. In terms of human resource, the main project team consists of the Project Sponsor, Project Manager, Business Case Analyst, Technology Impact Analyst and Client Liaison Officer. There was a skills mix in terms of knowledge of management skills, project skills, technology knowledge and service (sales) skill industry. The result of this skills mix was a well-managed project and good communication between the two major stakeholders. Physically, the project team is located in the University of Wollongong. All the activities were done in that premises, and a centralised web system has been set up on the Internet. The URL is: http://asia.groups.yahoo.com/group/iact451/. Therefore, the entire team could share the directory containing all electronic documents relevant to the project. Confidential
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Weekly meetings took place amongst the team members with more frequent meetings held as required throughout the life of the project. Alternatively, email and telephone were constantly used as other means of communication. Lastly, on the information side, the information supplied such as papers from vendors, other resources and general correspondence were stored both electronically and in hard copy. This is also including all the reports, meetings and memo that have been created during the project process.
5.6 Evaluation A measurement of the project's success against well-defined criteria is necessary by establishing the criterion helps with the measurements taken during the project and after the project has finished. These measurements include determining whether key performance milestones are being met, how well managed the project is, and whether the specified project outputs have been delivered and the outcomes achieved.
5.7 Closure The project states that a formal project closure phase will be undertaken. This will include an evaluation and assessment of the outputs delivered by the project. This review and assessment of outputs will enable project performance to be assessed and to identify corporate lessons learnt. A closure meeting took place between the project team and the sponsor. The Project Steering Committee was advised of successful outcomes by e-mail and a formal closure of the Project was requested and subsequently granted, with the submission of all related reports.
6 Project Performance 6.1 Performance against Objectives and Outcomes The main objective of the project is to improve the business process of the Company by increasing the sales process and distribution to current and potential clients through the Internet and mobile services was achieved. In addition, with the support of all the reports that have been documented related to this project.
6.2 Performance against Critical Success Factors The actual performance of the project against the determined critical success factors that were: 1
The delivery of the Business Case Solutions, within the appropriate time frames, including the Project RFP, Implementation and Training to the Project Sponsor, together with the stated supporting reports, other materials, such as the technology and feasibility study report to the Project Sponsor.
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2
University of Wollongong
LIFEXPRESS project can be accessible through a mobile commerce concept of business innovation, when no other Australian insurances companies have reached that stage of technology.
3
The acceptance of all the reports by the Project Sponsors to invest in this project.
6.3 Performance against Outputs All defined outputs were accomplished. These were as follows: 1
A business case that covers the project interim report, which includes the scope statement, task, costing, risk analysis, process maps, marketing, IT acquisition and modification, consultancies, training and on-going services
2
A Request of Proposal (RFP) that covers the project scope, target audiences, design requirements and conditions, technical infrastructure requirements, functional/programming requirements, integration requirement and lastly determine of project management that consider the handling the RFP processes and procedure.
3
Training and implementation reports that discussed on the operational plans of both intermediate stages in planning the project process, on the project embarkment and installed in the client’s site.
4
An evaluation and project closure reports to summarize the whole progress of the initial documentation of the project management.
5
With all these documented materials, these will be presented to the project sponsor for the actual phase to be implemented.
6.4 Performance against Budget The initial planning of the project management, that involved the documentation of all reports were satisfactorily completed and evaluated, within the budget provided in the business cases. All actual costs were close to estimates.
6.5 Performance against Schedule The project schedule went on smoothly, as most of the performance fitted into the initial planned project schedule. The only section that is time consuming was the planning to draft out all the reports and doing research to build up the system, through the materials gathered and analysed.
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On the other part, the schedule was frequently monitored as the time frame allowed was quite tight, despite other project commitment. Thus, there was little room for any slippages that could not be recovered from. This task was closely monitored by the project manager on a weekly basis.
7 Lessons Learnt 7.1 What Worked Well The major milestone of this project is the product of planning management that lays in all the report which have been documented and produced. As a student team project, a number of differences in issues have been address systematically according to the needs to the project requirements. Hence, these reports will strategically align to the client’s needs to achieve the main objective of the client. These reports to will be the guideline to strategic implementation of the projects. The business case gives a good general idea on the illustration of the whole project solutions, with the support of RFP to set and determine on the process to handle this project. The implementation and training plan is to allow the project to progress strategically with the objective. Overall, an important decision that was made early in the project was to document the present process and then develop a new business process from the information gained. The key feature of the present process mapping was the decision to map the processes in significant detail. This is due to get an in-depth understanding of where present processes were failing and where they were efficient. This detailed understanding made it much easier to understand the present IT systems could continue without major changes to business processes and/or hardware and software. It also made it much easier to determine a preferred process for the future and to map the future required processes.
7.2 What Could Be Improved? Due to the time constraints enforced on the Project Team, little time has been made available to research other possible solutions. While a substantial amount of time has been spent researching other possible options, the lack of manpower has made it difficult to explore them in detail. Additional information could have been made available to the project team to build a more accurate picture of XYZ Insurance and to capture the needs and requirements of the proposed LIFEXPRESS system.
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8 Conclusion The objective of the project is to manage and produce project documentation for XYZ’s LIFEXPRESS system. This has been accomplished by producing the related reports i.e.; business case, interim report, RFP, and training plan supported by other relevant documentations. The project was managed along the guidelines outlined in the project brief. The outcomes were achieved within the set constraints of time, budget and scope detailed by the project sponsors. All key stakeholders have endorsed the Business Case and supported it during budget deliberations.
9 Summary of Recommendation Based on the experience gained from his project, ITPST recommends building a project team with the right skills, one of which must be knowledge of government governance and interaction. External factors such as government policies play a significant part in affecting the outcome of a project. External consultants, if any, must be selected carefully based on reputation and previous relevant experience. Tight scoping of the project is essential for accurate need and requirements analysis which form the foundation from which the proposed solution is based upon. A weak foundation eventually results in a flawed product.
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10 References 1. Abdul Aziz N, Hoh Whay, L, Osman, M. A., (2005), Interim Report, University of Wollongong, Published: 27th September 2005 2. ABE Richfield, 2003, IMPLEMENTATION (COMPUTERISATION) CONSULTANCY PROJECT PROPOSAL, ABE Richfield, 1st September 2004, Financial Analyst Proposal Final Report 3. Adams, Jonathan, Koushik S. 2003, Patterns for e-business, IBM Press, Canada 4. Avison D. Fitzgerald G. 2003, Information Systems Developements, McGraw Hill Education New York, NY 5. Blackberry, [Homepage of Blackberry], [Online]. (2005). Available: http:// www.blackbery.com [Accessed 30 May 2006]. 6. Breen Advertising Media, Letter: Tender for the updating and redesigning of Hougang Town Council Website, Date: 18th February 2003 7. Coltman T., Hyland P. 2005, IACT451 Lecture Notes, UOW, Australia 8. CRM Software, [Homepage of Seibel], [Online]. (2005). Available: http:// www.Seibel.com [Accessed 5/27/2005]. 9. Citrus College ERP, RFP Information and Documents, Updated: 7th February 2005, [Online], Available: http://www.citruscollege.edu/erp/rfp.htm, [Accessed: 30 May 2006] 10. Cyber Business Network ( Singapore) Pte Ltd, 16th February 2001, Website Proposal 11. End-user Training & Knowledge Transfer Plan, Updated: July 25, 2001, [Online], Available: http://www.eitoolkit.com/tools/change_management/et_tools/13_end_user_knowl edge_transfer.doc, [Accessed: 30 May 2006] 12. Gido, Clements 2003, Succesfull Project Management, second edtion, Thomson South Western, USA 13. Information Systems Division (ISD) Software Training Plan, Updated: April 15, 2005, [Online], Available: http://software.gsfc.nasa.gov/docs/isd_trai.pdf, [Accessed: 30 May 2006]
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14. Linda DiBiasio (unknown). The TRIPLE CONSTRAINTS in PROJECT MANAGEMENT [Online]. Available: http:// www.primavera.com/files/magazine/Triple_Constraints.pdf [Accessed 30 May 2006]. 15. Mark E. Mullaly, PMP (September 9, 2002). Defining The Services Of The PMO: The Customers' View [Online]. Available: http://www.gantthead.com/article.cfm?ID=144029 [Accessed 30 May 2006]. 16. Nokia, [Homepage of Nokia], [Online]. (2005). Available: http://www.nokia.com [Accessed May 30, 2006 ]. 17. Northern Illinois University, Request for Proposal: University Information System ERP Solution – RFP Number: R51473, Date of Issues: May 9th, 2005. 18. PalmOne, [Homepage of PalmOne], [Online]. (2005). Available: http:// www.palmone.com [Accessed 30 May 2006]. 19. Oracle PeopleSoft, [Homepage of Oracle PeopleSoft], [Online]. (2005). Available: http:// www.peoplesoft.com [Accessed30 May 2006]. 20. Oracle, [Homepage of Oracle Corporation], [Online]. (2005). Available: http:// www.oracle.com [Accessed 30 May 2006]. 21. Telstra, [Homepage of telstra], [Online]. (2005). Available: http:// www.telstra.com.au [Accessed 30 May 2006]. 22. Turban 2004, Electronic Commerce: A Managerial Perspective, Upper Saddle River, New Jersey 23. Satzinger, Jackson, Burd 2002, System Analysis and Design: In a chaning world, Thomson learning Incorporated, Canada 24. Wireless Philadelphia, (2005), Request for Proposal for a Citywide Wireless Network, [Online], Avalaible: http://www.phila.gov, [Accessed: 30 May 2006] 25. State of Utah, Request For Proposal for Voting System/Equipment, Issued July 9, 2004, [Online], Available: http://purchasing.utah.gov/BidHeaders/8750.pdf, [Accessed: 30 May 2006] 26. 4PM., [Homepage of Project Management Institute], [Online]. (2005). Available: http:// www.4pm.com [Accessed 30 May 2006].
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University of Wollongong IACT451 IT Project Individual Outcomes Assessment (Process Report) (Spring Session)
Version 1.0 Lasted Update: Tuesday, 30 May 2006 Prepared By: Nurhazman Abdul Aziz 2666182
The Individual Outcomes Assessment (Process Report) is intended solely for XYZ Insurance’s information and her perspective Stakeholders. The information given here is to the best of our knowledge. The contents of this Process Report are confidential and not to be reproduced without expressed written consent. Confidential
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Amendment History Version
Description of
Number
Change
1
First Draft
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Reviewed
Author
Date
Nurhazman
October 18,
Nurhazman Nurhazman
Abdul Aziz
2005
Abdul Aziz Abdul Aziz
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By
Author By
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Distribution List Names
Title
Nurhazman Abdul Aziz
Technology Impact Analyst
Hoh Whay, Loh
Business Case Analyst
Md. Aidil Osman
Client Liaison Officer
Peter Hyland
Project Sponsor (XYZ Insurance)
Tim Coltman
Project Sponsor (XYZ Insurance)
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Table of Contents IACT451 IT Project Process Report ................................................................................... 6 1 Introduction.................................................................................................................. 6 2 The aims of the project ................................................................................................ 6 3 Participation and Roles in the Development of the Project ......................................... 7 3 Outcomes of the Project............................................................................................... 8 4 The Difficulties Developing This Project and the Solutions ....................................... 9 5 Was the project a success?......................................................................................... 11 Other Related Materials .................................................................................................... 12
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DISCLAIMER/CONFINDETIALITY NOTICE
This document is confidential and has been made available to the individual to whom it is addressed strictly on the understanding, that its contents will not be disclosed or discussed with any third parties, except for the individual’s own professional advises.
Investment in new e-business and technology carries high risks as well as the possibility of high rewards. It is highly speculative and potential investors should be aware that no established market exists for the trading of shares in private companies.
Prospective investors are advised to verify all material facts and to take advice from a professional adviser before entering into commitments. This plan is strictly for information only and constitutes neither a prospectus nor an invitation to subscribe for shares. Projections in the plan have been compiled by the consultants for illustrative purposes. The eventual outcome may be more or less favourable than that portrayed.
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IACT451 IT Project Process Report 1 Introduction This process report has identified the overall progress made during the project management from late February to mid-October 2005. Basically, a number of documentation reports have been produced during this initial project phase to support the project lifecycle. This is done in order to achieve the main aim of the project strategically. In addition, this report also discusses the participation and roles, as well as, the outcomes and the difficulties of the project management. These details can determine the success of the project.
2 The aims of the project The aims of this project are to design and co-ordinate a project management plan which consists of the business case (interim), request for proposal (RFP), trainings, and implementation and evaluation report. This plan is actually designed for a fictitious company, called XYZ Insurance Company. The Company has requested us to assist in meeting its strategic goals in the industry. Concurrently, the project will improve the business process of the Company by increasing the sales process and distribution to the current and potential clients through the Internet and mobile services. This will also aid in reducing the internal cost and regaining market share through integration of current internal Information System. This project is known as the Lifexpress system. It consists of three integrated modular sub-system; customer relationship management, live support management and mobility channel. In addition, this system will be a sophisticated computer aided system that will enable the Company’s brokers nationwide to conduct business with their clients and prospects in ways that had seemed next to impossible just a few years ago. This system will allow the broker to use a laptop computer with mobile access or a similar device to develop a true financial profile of the customer, generating of all necessary paper work onsite to consummate a sale. Apart from just the reports listed above, a study of the insurance industry has been also conducted to support a concrete solution for the Company. This study includes the existing technologies used by the other insurance companies and also the solutions given by the other solution providers, such as SAP, Siebel, Blueberry and others. A brief, feasible financial studies and reports are also being analysed to support the relative project’s reports, together with the interviews and meeting sessions from a representative staff (tutor plays the staff’s role) of the Company and other sources, such as from a real company’s and profession’s perspectives. The main aim of the project is to expose the team to gather necessary information about the domain of the problem and develop a working project plan. Following that, an execution is planned to produce a viable solution to a stated IT problem through the Confidential
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effective communication (both orally and in writing) from the results of the investigation with their team members.
3 Participation and Roles in the Development of the Project The project is basically formed by three students, from different backgrounds, qualifications (apart from the current course) and specialisation. Three different roles have been identified here for this project co-ordination; Client Liaison Officer, Business Case Analyst and Technology Impact Analyst. And, the below are the details of each participant: Name Md Aidil Osman Hoh Whay Loh Nurhazman Abdul Aziz
: : : :
Role As Client Liaison Officer Business Case Analyst Technology Client Analyst
Ideally, client liaison officer’s roles are to identify the perceived problem and assess initial feasibility of the project. In addition, he is also required to keep the sponsor informed of the progress by scheduling meetings, developing meetings agendas and preparing minutes for each meeting. Apart from that, he will administrate an online centralised system of the project documentation, where all the team members could update it at an instant click. As an illustration, the client liaison has built an online site at this web address, http://asia.groups.yahoo.com/group/iact451/. The other documentations and information can be found in the stated address systematically. The business case analyst is responsible for producing a more detailed problem set, where the generation, evaluation and selection of the suitable solution is decided. Following then, it is by the conclusion of the developing project plan that includes the specifications, milestones, dependencies and budgetary components. Overall, he will be responsible for the final business plan and reports. Lastly, the technology impact analyst will search for all the possible technology solutions that are being used by the industry to market new products. Furthermore, he has to have a deep understanding of the project business needs and requirements. Therefore, he can relay and convert them into a suitable desired technical solution. Apart from the main team, the client or also known as the project sponsor will be overall in-charge and responsible for the operation of the project, as well as the funding for the project that is received and allocating the funds appropriately. These tasks are actually handled by the tutor. As time and studies for the project progress, meetings and schedules are organised between the project sponsors to keep the project in track. These documentations can be found and proven in the appendix. Overall, everyone in the project team must do his job in order to reach the outcome of the project.
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3 Outcomes of the Project With the efforts made to conduct relevant studies, researches and interviews from the industry, the outcomes of the project result in the reports’ qualities. Moreover, the ‘intended outcomes’ of the project are the particular effects that are anticipated. The intended outcomes of the project are the particular differences in perception, thinking and practice that the project intend to make. Two examples of clarified or sharpened objectives are shown below, together with an indication of the process which leads to each. Original objective
Possible key question
Possible sharpened outcome
Possible target audiences
1
Undertake research, survey, studies
What do these surveys intend to achieve?
To identify through surveys, current process are being analysed by the industry as a basis for planning what the project can do to improve process
A specified number or proportions of Insurance companies and solution companies for the Insurance industry
Each insurance company has engaged at least a solution provider to assist them in their IT needs and solutions. This will lead us to the technology involved behind the solution provided by the solution company.
2
Develop guidance to the report and detailed information about the project.
What does this guidance intend to achieve?
To enable the project to improve the provision for developing a proper real business project report through the provision of appropriate guidance
The project sponsor, Interested respondents and the relevant stakeholders
The original objective is to produce a set of reports that document the project lifecycle. All that is suggested here is that the purpose, the intended effects, the intended outcomes of the intended output are made explicitly and put first. This will steer the production of the output accordingly and accurately.
S/NO
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Overall, a number of documentation reports have been produced in order to achieve the core objective of the project. These documentation reports are: 1. 2. 3. 4. 5.
Business Case (Interim Report), Request for Proposal (RFP), Implementation Plan, Training Plan, Project Closure and Evaluation Report.
Apart from these main reports, there are other supporting reports that have been drawn out to support the final outcome, such as the compilation of weekly minutes, memos, feasibility study report, technological study report, proposal solutions (the solution brochures) and other related reports.
4 The Difficulties Developing This Project and the Solutions A number of factors have been identified by the project team during the development of this project lifecycle. From the illustration below, there are four factors of difficulties since the initial of the project’s embarkation. They are from the project competitors, team, resources, clients, and perhaps other contributing factors. These factors will bring out the success of managing this overall project. The Project Competitors Level of presentation Level of idea and solution The Project Resources Lack of resources Time consuming Lack of knowledge
IT Project Difficulties & Solutions
The Project Client Unavailability Uncertainty Lack of Information
The Project Team Internal dateline Allocation of task Fluency flow of project Workload
Other Contributing Factors Other project commitments Illness Personal problems
Figure: Factors Affecting the Project Outcomes and Success Identify by the Project Team
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The Project Client The project client is one of the five main factors that contribute to the project methodology and one of the factors that directs and sponsors the main objective of the project. There are a couple of issues that are raised between the project team and the client during the development of the project. These issues are such as:
The availability of the client to discuss in-depth of the project requirements. The uncertainty of the scenarios illustrated to the project team to develop a suitable solution for the brokers to use. The lack of information gives to the project team to develop a suitable solution for the broker.
As issues are faced, the project is taken in from another approach. The team has decided to do a market survey from a number of resources that powered the insurance company. For instance, the team can do a strong study based on a couple of well-known insurance companies that exist in the market such as Prudential, AIA and etc. From these stated companies, the team have found out that different companies address their business process differently, either in the office or on the field. This leads to the research on information and communication solution companies, such as Peoplesoft, Siebel, Microsoft, Blackberry, Palm and others. Moreover, from these sites, the team is able to access and brainstorm suitable solution to solve client’s agenda. The Project Resource From initial phase, the client did not give sufficient information on the project resource for the team to develop the solution. The resources have to be searched and analysed from the industry, which is time-consuming. In addition, the team has to mix-matched the findings to produce a suitable solution. In order to prove that the solution is an ideal workable solution, the team has to meet up and verify with the senior consultants for further advices. Lack of resources is actually one of the main contributing factors to the project development. Another contributing point that strengthens this factor is most of the team members are not exposed and well-trained in insurance. The team will take at least two months to understand the brick and mortar concept of the business process before being able to re-engineer the whole idea. This task is led by the technology impact analyst, together with the business case analyst. After two months of intensive studies, the team is able to produce three reliable solutions that meet the objective of the client. The Project Competitors Similar to the real industry, the team has competitors that offer similar solutions and services to the client. Most of the competitors seem very confident in delivering their solution to the client as they are able to deliver the solution using latest technology available in the market. This can be observed during their presentations of their product and the efforts put into the projects.
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In this situation, the stake is raised and the team are also expected stay on par with the competitors. In order to remain at a competitive advantage with the rest, the team has to put extra effort in presenting their documentation and presentation of the solution, beginning with the Business Case Report (Interim Report). The research is not only extended in producing the ideal solution, but also in delivering the product documentation and management. This enables the team to stay strategically ahead from the rest. The Project Team Similar to any other projects, the project team also faces a number of difficulties in developing the project. Apart from the difficulties mentioned above, their difficulties are concerned more towards the internal factors, such as:
the allocation of tasks meeting the internal dateline before compiling and presenting to the project sponsor the fluency of the project flow the workload that each member is handling
In order to overcome these difficulties, the project team has come out with a systematic workload. The research of the each solution or documentation will be done together and analysed. Following that, the technology impact analyst will draft out an initial draft for all the reports according to the project’s technical requirements. Then, the business case analyst will determine the flow of the presented documentation report strategically and from the business perspective. Lastly, the client liaison will check the presentation and the legible of the documentation. Other Contributing Factors There are other contributing factors that the team face as part of the difficulties, such as other project commitments, illness and other minor personal issues that hold back the internal dateline. These factors cannot be avoided, but to ‘give and take’ among the project members. Overall, no matter what the difficulties faced by the individual or the project team, they will still carry on the project and seek other alternatives to overcome the situations. Importantly, the team have to act professionally, knowing their individual contribution to the project’s success in achieving the project objective.
5 Was the project a success? The success of the project is determined by the acceptance of the project sponsor and the advisory board who review the entire documentation of the project. This is based on the assessment given according to the percentage given to this project, including the comments and reviews from the project sponsor’s perspective. Thus, if these were to be negative, the team will label the project as a failure and has to revise all the documentation of the reports all over again. Confidential
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On the other hand, the team is on the positive side due to the presentation of the reports that clearly explained the project herself. Moreover, the project, which includes the researches and analysis of the report’s solution, was managed orderly. A number of matters that are related to the particular project have also been seriously addressed in each report, in order to meet the main objective of the project. Overall, the project is a success as a number of subjects have been presented systematically to be addressed in this project, such as: 1. 2. 3. 4. 5. 6.
Business Case Report (Interim Report) Request for Proposal (RFP) Training Plan Implementation Plan Project Closure and Evaluation Other related documents (Minutes, Memos, Feasibility Study, Solutions Report, etc)
Other Related Materials Enclosed to this report are the details of meetings and memo that have been acting as the supported documentation to the project.
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes 22 March 2005 (Week 5) 1430 – 1630hrs Time: Tim Coltman, Regular Type of Meeting: Facilitator: Peter Hyland UOW/2005/IACT451/WM/001 Ref. No: Attendees: Aidil, Hazman, How Whay, Laurent, Absentees: Sovanna Choosing of group members, role allocation for Project XYZ Insurance Topics: SITACS, University of Wollongong Location: Taken By: Md. Aidil Osman Date:
S/No
Minutes’ Details
1. The meeting started when the facilitator handed out the Case Study which outlines the three specific roles required for the project. Each group was to be comprised of three members each holding a role i.e. Client Liaison (CL), Business Case Architect (BCA), and Technology Impact Analyst (TIA). Each of us expressed which roles would best suit us according to preferences and strengths. The result of which is listed below:
NAME Aidil Hazman How Whay Laurent Sovanna
Job Allocated All
All
Dateline
Remarks
29th March 2005
Choosing of group member
Role allocation
1ST CHOICE 2ND CHOICE Client Liaison Technology Impact Analyst Technology Impact Analyst Business Case Architect Business Case Architect Technology Impact Analyst Business Case Architect Client Liaison Not present (To Be Confirm Later)
1 IACT 451 IT Project 2005 (Annual)
S/No
Minutes’ Details
2. As there were 5 people present the forming of a group posed an immediate concern. Sovanna was not present during the meeting due to undisclosed reasons. Prior to the meeting How Whay and Laurent had a mutual understanding to work together while Aidil and Hazman preferred to work together as they had formed a good working relationship in the past.
Job Allocated All
Dateline
Remarks
29th March 2005
The decision was made to seek the advice of the facilitator on this issue as there were several individuals not present in the meeting who would be able to join the group. An email was sent to the facilitator by Laurent after the meeting ended regarding this matter.
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
30 March 2005 (Week 6) 9.30 – 11.00 am Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/002 Nurhazman Abdul Aziz, Md Aidil Osman Nil Weekly Meeting (updates) Through MSN Messenger conversation Md Aidil Osman Minutes’ Details
Job Allocated
1. Hazman and Aidil decided to start on the project while waiting for advice from the facilitator regarding setting up of a group. The decision has been made that Aidil takes on the role of Client Liaison while Hazman is assigned the role of Technology Impact Analyst. We are still waiting for a 3rd member to join the group in the role as Business Case Analyst.
All
2. Sovanna has confirmed his preference for the TIA (1st Choice) or CL (2nd Choice) role therefore it is most unlikely he will join this group. It would be ideal if either How Whay or Laurent complete the group as they both indicated their preference for the BSA role. This matter will be sorted out during the next meeting on 5 April 2005.
All
Dateline
Remarks Distribution of roles
5 April 2005.
Sovanna confirmed his preference
1 IACT 451 IT Project 2005 (Annual)
3. As this period was during the break, the meeting was held online through MSN Messenger and phone calls to further clarify certain points. The two current members of the group exchanged their activity three task to better understand what each can bring to the project.
All
Channel of communication
These two primary objectives were decided on: 1.
Develop a thorough financial profile of customer, identify and explore our company’s most appropriate competitors’ ratings and performance
2. Generate all the necessary paperwork on-site to consummate sale
Project Objective
Project Objective
One of the primary concerns of the project was to create a user friendly product. As stated by Mr. Bennet, “Computers have never been one of our strengths.” This objective will be kept in mind throughout the entire project development and planning to ensure success.
2 IACT 451 IT Project 2005 (Annual)
4. Hazman have suggested the following actions to follow up on as the project TIA: 1.
Interview some of brokers (friends who work as/in the insurance agent/industry before) on their job aspects and daily lives.
• Enquire how the industry project is like • The technology they have been using. From this point, we will able to get notes on their software providers and do detailed researches later on.
All, CL will consolidate all the information
Interviewed brokers to find out in details of the industry
All
All, TIA will consolidate all the information
• Will get feedback from the clients. 2. Once complete, we will search the technology used in the insurance industry 3. Please also learn the concept of Customers Relationship Management (CRM) and also the software used. We have estimated our project will go towards this process.
TIA
Followed by the technology used
All
Using the concept of Customers Relationship Management
3 IACT 451 IT Project 2005 (Annual)
5. Take taken: Action 1: All
Action 1
TIA
Action 2
Everyone in the group will have to have a good grasp of CRM before embarking on the project. The concept and applications will have to be understood in order to successfully apply this process to XZY Insurance.
All
Action 3
The decision was also made for every member to write a short memo or summary which will include their weekly tasks and any useful information found. Documentation of this is essential.
All
Documentation
It was decided both of us make use of our contacts working in the insurance industry. We will extract and gather as much information from those contacts so as to get an accurate depiction of the current practices in the market. Action 2: This will be done by the TIA upon completion of action 1. Action 3:
4 IACT 451 IT Project 2005 (Annual)
6. A Yahoo Group was set up for the group to facilitate discussion and information sharing between group members as mass emailing parts of the project often leads to chaos. Email quota would be exceeded, there would be unnecessary duplication of information, uncertainty if the files in the email were the latest version, and etc.
All
Creation of Yahoo Group
CL Having a common source of files would address this problem. The CL would be responsible for maintaining the files and have a copy offline in case of emergencies. Finalized documents would be converted to Adobe PDF format while drafts would be posted up for members to comment on and edit. The URL for the Yahoo Group is: http://asia.groups.yahoo.com/grou p/iact451/
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 5, 2005 1530 – 1600hrs Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/003 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Nurhazman Abdul Aziz Minutes’ Details
1. Recapped on the previous meeting, and brief introduce the documentation system which have been done on the net thru Yahoo group. Every team members have to be familiarised, tutor also being brief on the updates and progress.
Job Allocated Hazman (TIA)
Dateline
Remarks Brainstorming and update the progress of project
2. Client’s detail brief on company operations, daily operation of brokers, communication between brokers and company, thru several means of communication.
Peter (Client)
Brief on company, brokers, communication
3. Client’s desire system to aid their operations. The company and brokers want to cross sell other products, able to compare their products to competitors, for now in the Australian market e.g. GIO, will showcase the XYZ’s policies in a better position to competitor’s products, Do not show how competitors have a better product than XYZ
Client & Aidil (CL)
Desire System
1 IACT 451 IT Project 2005 (Annual)
The client told us to meet next week to talk to their policy analyst to discuss key performance indicators of the company. They wish to have they have a balanced approach. They want to use a technology that is mature, have been proven to work and a bit towards the latest technology. 4. The policies received from brokers are reviewed by policy analysts to determine if the company is going to insure the customer. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts. The company is looking if its possible to automate the acceptance of policies by implementing expert systems.
Peter (Client) & Aidil (CL)
Selling Process for the policy system
5. Customers the company currently provide for covers individuals and businesses. They have several large corporations such as Bluescope. The main market now is Australia where they are the largest insurance provider and they have been in NZ for the past 10 years. They now want to target the South East Asian market.
Peter (Client)
XYZ’s Pool Of Customers
6. We have agreed with the clients to draw out 3 ideal system, based three different approach and budget of the project proposed.
All
Proposal of 3 ideal system
Prepared by, Nurhazman Abdul Aziz Technology Impact Analyst 2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 12, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Regular UOW/2005/IACT451/WM/004 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. Discussed about the competitors in the insurance industry for the regions of Australia, New Zealand, and South East Asia.
Job Allocated Aidil (CL) & How Whay (BCA)
Identify and discuss the business process that the industry has adopted.
2. A study was conducted on mobile, CRM and real time communication solutions 3. Case studies on how the industry has implemented similar solutions were brought up and studied.
Dateline
Remarks Examples of companies studied in the SEA market were; Prudential, Great Eastern and AIA, while for the Australian and New Zealand region includes; AAMI, CGU and Illawarra Credit Union.
Hazman (TIA) ALL
Taking these into consideration would help the project team to learn from previous mistakes. 1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
April 19, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Presentation UOW/2005/IACT451/WM/005 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. As requested by the client, the project team presented an initial draft proposal. Topics covered include; business process, front and back end equipment, scenarios, hardware costs, and competitors in South East Asia
Job Allocated ALL
Dateline
Remarks
2. Client gave comments on the project progress and requested three types of solutions to be presented at a later date
ALL
Proposal of 3 solutions
3. The group allocated the task of creating the three proposals.
ALL
Allocation of tasks
Hazman as TIA would propose the high end solution as he has the most technical knowledge. Aidil would propose a mid level system that would have a balance between technology and cost How Whay would propose the low end proposal. 1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
May 3, 2005 1530 – 1600 hrs Time: Md Aidil Osman Type of Meeting: Presentation UOW/2005/IACT451/WM/006 Nurhazman Abdul Aziz, Md Aidil Osman, How Whay, Peter Hyland (XYZ Client) Nil University of Wollongong Md Aidil Osman Minutes’ Details
1. Presented the three solutions to the client
Job Allocated ALL
2. Client selected solution 1, high end, and told us to start working on it.
ALL
3. Break down the task into parts and allocated to project members as per their background
ALL
Dateline
Remarks All solutions proposed meet the main requirements. The difference lie in configurations and specifications
As scope of project has been refined the team focused its efforts into the implications of implementing the system.
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes Date: Facilitator: Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
August 9, 2005 (Week 4) 1430-1630hrs Time: Hoh Whay, LOH Type of Meeting: Regular UOW/2005/IACT451/WM/001 Aidil, Hazman, Hoh Whay Job Allocation SITACS, University of Wollongong Hoh Whay, LOH Minutes’ Details
1. The meeting started by addressing the documents that need to be completed in this session. They are:
Job Allocated All
Dateline
Remarks
RFP (Request for Proposal) Implementation Plan Training Document Project Closure Evaluation Criteria Individual Outcome Assessment
Required Documents RFP (Request for Proposal)
Start 16th August 2005
End Draft 23rd August 2005 Final 30th August 2005
Implementation Plan
30th August 2005
Draft 6th September 2005 Final 13th September 1
IACT 451 IT Project 2005 (Annual)
Training Document
13th September 2005 Draft 20th September 2005 Final 4th October 2005
Project Closure & Evaluation Criteria
4th October 2005
11th October 2005
Individual Outcome Assessment
11th October 2005
10th October 2005
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes October 11, 2005 (Week 1630-1730hrs Time: 6) Facilitator: Hoh Whay, LOH Type of Meeting: Draft RFP Review UOW/2005/IACT451/WM/002 Ref. No: Attendees: Aidil, Hazman, Hoh Whay Absentees: RFP Topics: SITACS, University of Wollongong Location: Taken By: Hoh Whay, LOH Date:
S/No
Minutes’ Details
1. The meeting started by going through the RFP to identify suitable amendments.
2. Aidil, Hazman identified a problem with the figures for project budget.
Job Allocated All
Dateline 23 August 2005
Remarks RFP will be finalized on dateline.
Hoh Whay
3. ??? Need more info
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes September 6, 2005 (Week 8) Facilitator: Hoh Whay, LOH Date:
Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
Time:
1630-1730hrs
Type of Meeting: Implementation Plan Review UOW/2005/IACT451/WM/003 Aidil, Hazman, Hoh Whay Implementation Plan SITACS, University of Wollongong Hoh Whay, LOH Minutes’ Details
1. Meeting started by reviewing the draft Implementation Plan by all members to identify suitable amendments.
Job Allocated All
Dateline
Remarks
13 Implementation Septemb Plan will be er 2005 finalized on dateline.
2. Implementation Schedule needs to be revised.
Hoh Whay
13 Septemb er 2005
3. Database Environment needs to be edited.
Aidil
13 Septemb er 2005
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes September 20, 2005 (Week 10) Facilitator: Hoh Whay, LOH Date:
Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
Time:
1630-1730hrs
Type of Meeting: Training Document Review UOW/2005/IACT451/WM/004 Aidil, Hazman, Hoh Whay Training Document SITACS, University of Wollongong Hoh Whay, LOH Minutes’ Details
1. Meeting started by reviewing the draft Training Document by all members to identify suitable amendments.
Job Allocated All
Dateline
Remarks
October 4, 2005
Training Document will be finalized on dateline.
2. Aidil, Hazman identified the lack of information on target audience which is a crucial element to of the Training Document.
Hoh Whay
October 4, 2005
Improve on the details of “Target Audience”
3. The Curriculum section needs to be edited so that users are matched to their specific course/module.
Hoh Whay
October 4, 2005
Matching users to specific course/module
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University of Wollongong IACT 451 IT Project 2005 (Annual) Weekly Minutes October 11, 2005 (Week 12) Facilitator: Hoh Whay, LOH Date:
Ref. No: Attendees: Absentees: Topics: Location: Taken By: S/No
Time:
1630-1730hrs
Type of Meeting: Project Closure & Evaluation Criteria Review UOW/2005/IACT451/WM/005 Aidil, Hazman, Hoh Whay Project Closure & Evaluation Criteria SITACS, University of Wollongong Hoh Whay, LOH Minutes’ Details
Job Allocated
Dateline
Remarks
1. The meeting started by going through the Project Closure & Evaluation Criteria to identify suitable amendments.
2.
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University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
01 April 1, 2005 1636 Time: Nurhazman Abdul Aziz Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/001 Standard in the Paper Filling System
S/No Details 1. Please take note that I have upload a filling reference system. Each minutes, memo, proposal that to be file must have a filling system according below. This will allow smooth documentation through the project phase. S/No Details 1. Weekly Minutes
2. Memo
3. Proposal Paper
Dateline
Remarks Filling System
System Proposed Reference UOW/2005/IACT451/WM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/MM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/PP/001 Number Explanation Company/Year/Project Name/Project File/File Detail
1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 05, 2005 1930hrs Time: Md Aidil Osman Type of Meeting: Notes UOW/2005/IACT451/MM/002 Daily Operation of Broker
S/No Details 1. How broker communicate with XYZ. They bring pamphlets or policy papers when they meet the client. They company have its own secure website. They encourage brokers to download these documents and print or show to client via laptop.
Dateline
Remarks
Brokers then post the signed policy documents to the company. The documents are sent to the company where data entry staffs enter the details into the computer system. If there are missing data e.g. tax file number missing they call the broker to find the information. The company also accepts emails form brokers who send via attachment policy details but from experience it is not a good system to accept documents. Brokers are intermediate computer users. The company and brokers want to cross sell other products. If a broker travels to a distant farm to offer insurance policy they could also offer to provide the client other products such as mortgage insurance, etc. or to a large organization they can offer fire safety policy etc. the company offers discounts to those who buy a range of products. The brokers are local experts who live in or near the area they are servicing. While most have their own equipment such as laptops a minority does not (according to company its 7%). If we can 1 IACT 451 IT Project 2005 (Annual)
show that losing the 7% of brokers who do not have mobile computing equipment but the new system will increase sales by a margin that will more than cover the percentage of brokers lost they will do it. This related to return of investment (ROI). The policies received from brokers are reviewed by policy analysts to determine if the company is going to insure the customer. Most are simple procedures done by junior policy analysts but the more complex or larger contracts are reviewed by senior policy analysts. The company is looking if its possible to automate the acceptance of policies by implementing expert systems. This will reduce manual repetitive tasks on simple cases. This will also increase efficiency as man hours are not lost to simple tasks. Larger or more complex cases will also help the more complex cases but still need to be verified by policy analysts. Customers the company currently provide for covers individuals and businesses. They have several large corporations such as Bluescope. The main market now is Australia where they are the largest insurance provider and they have been in NZ for the past 10 years. They now want to target the South East Asian market. The company wants the system to be able to compare their products to competitors, for now in the Australian market e.g. GIO. The system will showcase the XYZ’s policies in a better position to competitor’s products. Do not show how competitors have a better product than XYZ. The client told us to meet next week to talk to their policy analyst to discuss key performance indicators of the company. The position of the company in terms of technology is they have a balanced approach. They want to use a technology that is mature, have been proven to work and abit towards the latest technology. 2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 08, 2005 1000hrs Time: Md Aidil Mosman Type of Meeting: Ad hoc UOW/2005/IACT451/MM/003 Requirement
S/No Details 1. Greater product distribution ⇒ A system to support brokers with tools to get fast, reliable information needed to close the sale ⇒ Increase sales ⇒ Expand market reach towards South East Asia, HK 2. Reduce internal costs ⇒ Streamline business functions ⇒ Automate simple repetitive tasks (reduce the time taken for an expensive staff member to do simple tasks as it’s done by computers) ⇒ Less data entry staff required ⇒ Less employees needed to do the same amount for work previously 3. Increased cross selling of products ⇒ Higher level of customer relationship
Dateline
Remarks
1 IACT 451 IT Project 2005 (Annual)
4.
Exploitation of new web based technologies to help brokers work remotely with customers ⇒ Implement expert systems to aid in decision making ⇒ Implement a technology that competitors don’t have ⇒ Gain competitive advantage through ICT ⇒ Identify new methods to conduct business that was impossible few years ago ⇒ Develop through financial profile of customer ⇒ Identify and explore XYZ most suitable products ⇒ Compare and contrast XYZ offerings against competitor’s ratings and performance ⇒ Generate all necessary paperwork on site to close the sale ⇒ Point of sale is at customer’s location ⇒ Time to complete processing of paperwork reduced from days to hours
2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 09, 2005 1000hrs Time: Nurhazman Abdul Aziz Type of Meeting: Ad hoc UOW/2005/IACT451/MM/004 Draft Proposal for XYZ (High End)
Draft Proposal for XYZ Insurance By Nurhazman Abdul Aziz
Details on Lifexpress System Lifexpress enables organizations to efficiently organize, populate, and maintain information on all aspects of their customer relationships in the insurance industry. The system seamlessly blends all of the functionality required to manage information on many aspects of your business into an intuitive and friendly tabbed user interface. The core features of Lifexpress are: – Customer Relationship Management: • Account creation and management, with any number of Contacts associated with each Account; • Activity history (Meetings, Calls, Tasks, Notes with optional file attachments, and Emails) is tracked for Contacts, Accounts, Leads, Opportunities and Cases; Tasks may be assigned to users, and automatic email notifications may optionally be sent to advise users of new tasks; and Sales Force Automation: • Summary view of upcoming Appointments, top Opportunities, open Cases, Leads, open Tasks, assigned Bugs, sales pipeline graph, monthly calendar, and a quick contact entry facility; • Sales Lead creation and tracking, and conversion of sales Leads into Opportunities; and Graphical Dashboard display of Opportunity Pipeline, Lead Sources & Outcomes. • Comparasion of product with compatitors Customer Service Tracking:
IACT 451 IT Project 2005 (Annual)
• • •
A case management system that allows users to track customer problems and resolutions. Allows each problem to have a lifecycle of information to improve customer satisfaction; and Each case links to the related Account, Contacts, Notes, associated files, plus Call and Meeting activity history. A bug tracking system for managing bugs reported against different revisions of software.
News Service: • An RSS news feeds module lets you select and manage your favorite news feeds, and display them on your My RSS News Feeds screen. Corporate Calendar: • Calendar view (by Day, Week, Month, or Year) of all corporate Activities, with an associated Task list; and • Shared calendar for viewing other user’s calendars for avoiding scheduling conflicts. Interface Consolidation: • The Portal module allows administrators and users to link external web sites and web applications into the Lifexpress user interface, enabling Lifexpress to become a unified information interface for its users. Home Module: • Each user can now modify the tab list. • My Upcoming Appointments o Now permits you to filter by today, tomorrow, this week, next week, this month and next month for greater flexibility in managing how you view your appointments. o Now displays all open appointments prior to the filter date, not just those open appointments between today and the filter date. This prevents you from forgetting previous open appointments. o The associated contact name and account name are now displayed when you mouse over the appointment name so that you don’t have to drill into each appointment to find this information. • My Open Cases and My Assigned Bugs have been added to the screen layout. • One of the best kept secrets in Lifexpress, the “Enter Business Card” shortcut has been added to the Shortcuts area. This feature allows users to enter a new Contact, Account, Opportunity and follow-up Meeting all in one screen. Portal Module: • Add new tabs or individual user shortcuts to external web sites and applications. Allows you to create a single enterprise application. IACT 451 IT Project 2005 (Annual)
Contacts Module: • Keep your data clean with a check for contact duplicates that now takes place when first creating a record – the same duplicate check that is performed when converting a lead or entering a business card. Accounts Module: • As with contacts, keep your data clean with a check for account duplicates that now takes place when first creating an account - the same duplicate check that is performed when converting a lead or entering a business card. If a possible duplicate is found, you are taken to a Show Duplicates screen. Activities Module: • When closing a task, meeting or call from the home tab, open activities sub-panel or activity list views, you are now taken to the edit view screen so that you can enter notes before saving. Allows you to quickly enter notes about the activity as you close it. Dashboard: • A new charting engine that generates more attractive charts and supports Far East and Cyrillic character sets. This Flash-based plug-in is downloaded to the end user’s browser, allowing data to be populated as the user watches while simultaneously decreasing the server load. RSS Module: • You can now receive and view news feeds (RSS and ATOM) in this new module. Each user can manage their own set of favorites to be displayed as My RSS News Feeds. • Bug Tracker Module: o To enhance the service management capabilities of the system, a software bug tracking module has been added, to manage the life cycle of software bug reports. System Administration: • Customize fields in the application without directly modifying the source code. Fields can be added, modified, removed or reconfigured through a simple pointand-click administration tool. • Modify dropdown values directly from the Admin screen. • New configuration settings have been added to the system configuration file which can disable the Export capability for all users, or for all users except those with Administrator capability. • You can now set your time and date display to new formats including day-monthyear and 10:00am.
IACT 451 IT Project 2005 (Annual)
•
You can set your time zone and have all record time stamps displayed in your local time.
Lifexpress is built on established customisation technologies based on open source concept and widely supported industry standards, including the PHP development environment, the MySQL relational database, the Apache or IIS web servers, and the Linux or Windows Server operating systems. The system supports both the LAMP (Linux, Apache, MySQL, PHP) and WIMP (Windows, IIS, MySQL, PHP) platforms.
IACT 451 IT Project 2005 (Annual)
Technical Requirement for Lifexpress Before you begin using the system, ensure that you have the appropriate software installed and configured on your system. All you will need is – •
A current web browser running on your computer. Lifexpress will be tested with and supports a variety of browsers. The following browsers will be known to work with Lifexpress: o Mozilla version 1.7 and higher - www.mozilla.org/mozilla1.x o Firefox version 1.0 and higher - www.mozilla.org/firefox o Konqueror version 3.2 and higher - www.konqueror.org o Microsoft Internet Explorer version 5 and higher - www.microsoft.com/ie
•
Both JavaScript and cookies support must be enabled in the security settings of your browser and is usually turned on by default.
•
Network access to a server that is running the Lifexpress software. o Your system or network administrator will be able to provide you with an Internet address (URL) from which the system can be accessed.
Internet / Intranet
Brokers Onsite • Access the System via own means (dial up or broadband) Brokers At Home • Access the System via own means (dial up or broadband)
Lifexpress System • Server will sit in the main HQ • Administrate by staff of organisation
Brokers At Office • Access the System via own means (dial up or broadband)
Key Staffs • Access the System via own means (dial up or broadband) Access System of Lifexpress 5 IACT 451 IT Project 2005 (Annual)
Recommend Equipment Used By Brokers Because insurance brokers are always on the go, having the flexibility to conduct business anywhere anytime has become an absolute necessity and critical requirement for success in today's market. What is a Tablet PC The tablet pc allows you to experience a new level of productivity and mobility by bringing handwriting and computing together in an innovative, highly mobile and extremely versatile design. This powerful all new way of computing allows for seamless mobility between different environments. It is the next generation of computing - a full function PC with ultra-mobile design that incorporates the simplicity of handwriting. New Advance in Tablet PC • Ideal flexibility - use either pen or mobile keyboard • Ability to write and store information as "digital ink" with state of the art handwriting capability with Windows Journal • Innovative mobile keyboard - removable, change with a flip of a switch from tablet to notebook PC mode • Innovative docking station -- easy transitions with multi-monitor docking profiles • Ultra-thin and light design -- 3lbs, less than 1" thin • The latest in wireless capability - integrated wireless LAN 802.11b and Bluetooth PAN • Long battery life - over 4 hours • Speech recognition software • Improved sparkle free glass Feature to Consider • Mobile Intel® Celeron® (ULV) or Intel® Pentium® M (ULV) • Powerful operating system - Microsoft® Windows® XP Tablet PC Edition • Processor speed: up to 1.0 GHz • Memory: up to 2 GB SMART hard drives: 30GB - 60GB • Ports/connectors: includes two (2) USB 2.0 RJ-45 (NIC), RJ-11 Modem, VGA internal 802.11b integrated wireless LAN and Bluetooth PAN, 1 ea. PCMCIA slot, 1 ea. Compact Flash slot • Audio: built-in stereo speakers, headset adaptor, microphone input, external speaker port, Input: includes active pen, keyboard and pointstick • Docking station: with 4 USB 2.0 ports, extend functionality by adding a fullfunction monitor, mouse, keyboard, and MultiBay options such as floppy drive, CD-ROM, DVD, and/or CD/RW System prices start at US$1599.00* 6 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
April 14, 2005 2018hrs Time: Hoh Whay, LOH Type of Meeting: Ad hoc UOW/2005/IACT451/MM/005 Insurance Policies of Competitors in SEA (Indonesia, Thailand, Malaysia, Singapore)
Country: INDONESIA Company: Allianz Indonesia Retail Insurance Name My House My Car My Life Style My Business My Health My SafetyBox
ProteksiKu My Life Insurance My Healthcare
Type Fire insurance. Motor vehicle insurance. Travel insurance. Professional liability. Personal accident insurance. Combination of four individual insurances, Property, Motor Vehicle, Personal Accident, and Personal Liability of which you can choose those which fit your needs. Personal accident insurance package, which is developed specifically for retail customer. Education Fund Program, Savings Plan, Basic Protection, as well as combination of Protection & Investment Plan. Health insurance.
1 IACT 451 IT Project 2005 (Annual)
Corporate Insurance Name Property Marine Engineering Casualties Liability
Employee Benefits
Type Business Interruption, Consequential Loss Insurance, Householder, Industrial All Risks, Loss of Profit Marine Cargo, Inland Transit, Marine Hull Erection All Risks, Constructor's All Risks, Machinery Breakdown, Electronic Equipment Motor, Money Insurance, Fidelity Guarantee Director's and Officer's Liability, Employer's Liability, Product Liability, Professional Indemnity, Public Liability, Workmen's Compensation Health coverage, life coverage for employee, Pension Fund program, reserve fund for severance payment and other future savings needs.
SME Insurance Name UsahaKu
Type Insurance protection against the basic risk of Flexas (Fire, Lightning, Explosion, Falling of an aircraft, Smoke) RSMD (Riot, Strike and Malicious Damage) and burglary completed with the loss of profits coverage caused by those basic risks.
Country: THAILAND Company: BUPA Thailand Personal Insurance Name Personal Care Platinum Care Worldwide Travel Insurance
Type Personal health coverage. For individuals and their families who want access to the very best medical facilities. Worldwide travel insurance for employees and families.
Corporate Insurance 2 IACT 451 IT Project 2005 (Annual)
Name Corporate Care Small Company Care
Type Protecting employees' health and company's financial health (Companies of any size). Specially designed packaged solution for companies with 100 employees or less.
Country: MALAYSIA Company: Great Eastern Life Personal Insurance Name Protection Health Education Retirement Investmentlinked Supplementary Riders
Type Lifetime protection, against unexpected events and hardships. Medical coverage. Coverage for children’s education. Maintain financial independence well into retirement years. Life insurance plan where the value of benefits are, wholly or partly linked to investment performance of a separate investment-link fund(s). Enhanced benefits on the basic whole life, term or endowment policies.
Corporate Insurance Name Employee Benefits
Type Employee health coverage.
Retirement Benefits
To provide as an additional protection against the loss or reduction in the earnings as a result of retirement, premature death or total and permanent disability. The Developer gives a free insurance protection and investment to eligible purchasers.
Property Reward Scheme
Country: SINGAPORE 3 IACT 451 IT Project 2005 (Annual)
Company: Allianz Singapore Personal Insurance Name Domestic Servants
Type For families with foreign domestic help. Personal accident, repatriation expenses, hospital expenses, etc.
Family HealthCare HomeSafe LadyAutoSafe MobileSafe
Healthcare program designed for individuals and their family.
Motor Personal Accident TravelSafe
Home coverage. Car insurance tailored for ladies. Coverage for electronic Mobile Equipment that is solely for personal use. Motor coverage. Personal coverage. Travel coverage.
4 IACT 451 IT Project 2005 (Annual)
Corporate Insurance Name All Risks Business Interruption Contractors Directors & Officers Electronic Equipment Extended Warranty Fidelity Guarantee Fire Insurance Garage Safe Group Healthcare Group Personal Marine Cargo Money Plate Glass Product Liability Professional Indemnity Public Liability
Small Business Workmen's Compensation
Type Property coverage. Coverage for business interruption. Covers risks within the Construction Industry. Indemnify the company and its directors or officers against loss arising from claims made against them by shareholders in respect of breach of fiduciary duty or other dereliction of duty. Coverage for electronic equipment such as computers. Offers the Distributors or Manufacturers a protection that covers risks from products, such as repair cost and replacement of products/components. Coverage for employees who are likely to cause pecuniary loss because of their constant exposure to cash, stocks or other assets. Fire & lightning coverage. Garage coverage. Employees’ health coverage (lump sum hospital and surgical plan). Employees’ health coverage. Marine cargo coverage. Coverage for loss of money. Coverage for accidental breakage of glass Product liability coverage. Coverage for the Insured's legal liability for financial loss incurred by a Third Party arising out of the advice given in a professional capacity. Coverage for accidental bodily injury to and/or damage to property of any third party arising out of and in connection with the Insured's business. Combination of Property on an "All Risks" basis, Business Interruption, Money and Workmen's Compensation. Coverage for employer’s ‘workmen’.
5 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 10, 2005 1500 hrs Time: Hazman Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/006 Solution Overview
Graphical representation of Lifexpress
Lifexpress CRM
Blackberry Compatible Device
Existing Information Servers
Internet Blackberry Server (Lifexpress Mobchan) Lifexpress LSM
Database Server
Firewall
Blackberry Device
Lifexpress System Laptop with Mobility Connection
The new Lifexpress will be built on top of the existing Information System architecture. The new system consists of 3 parts i.e. the CRM, LSM, and Blackberry Servers. Brokers connect to the Company via the new system through the use of mobile devices. There are three methods to connect to the Company IS. The project team strongly suggests using a Blackberry device to fully utilize the potential of the new features. Other methods to connect are through laptop with mobility connection or Blackberry Compatible devices.
1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 2, 2005 1700 hrs Time: Aidil Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/007 Feasibility Study
Feasibility Report on Lifexpress for XYZ Insurance Problem statement:
In our initial feasibility study, we have identified the following needs of XYZ Insurance:
1. improved product distribution 2. reduce internal cost 3. increased cross selling of products 4. exploitation of new web-based technologies
XYZ Insurance’s desired systems solutions:
1. new method for brokers to conduct business 2. develop a thorough customer financial profile 3. identify and explore XYZ’s most appropriate products 4. differentiate XYZ’s products against the competitors 5. to close a sale on site with all necessary documentation A higher level of expectation is required from today's insurance companies. Consumers’ needs are becoming more complex. Thus they demand highly customized products, tailored to their individual needs and to be able to compare with other market offerings. 1 IACT 451 IT Project 2005 (Annual)
To meet this level of standard, insurance companies of all sizes are turning to Customer Relationship Management (CRM) to assist in becoming faster and more flexible -- all while cutting costs. With Lifexpress’ CRM for Insurance, insurers can not only adapt quickly to changing customer and market need, but also maintain the control and visibility they need to ensure profitability and growth. Our comprehensive set of innovative solutions can help XYZ streamline claims processing, collections and disbursements, and asset management - and sustain profitable relationships with their best customers. Furthermore, this is now the time to discover the powerful advantages of Lifexpress’s Customer Relationship Management for the insurance industry, as a ground solution. This comprehensive, fully integrated solution provides everything XYZ’s need to build a cutting-edge, customer-centric, and highly profitable organization. With Lifexpress CRM, you can improve the quality of sales and service across every channel and touch point, including agents and brokers, direct marketing, field sales, telephone, fax, and the Internet. Lifexpress CRM integrates with all XYZ’s current other major business systems – such as claims, commissions, policies, and financial systems – streamlining your business processes and improving your response times. In addition, XYZ is also able to integrate other technical components and equipments to generate all the necessary paperwork on-site to consummate a sale.
As a result, you can focus on what is important in your business: increasing customer satisfaction, reducing operational costs, and growing profitability. And that’s the best way to ensure a successful future.
2 IACT 451 IT Project 2005 (Annual)
Solution 1:
The general scope of the proposed solution is shown in Diagram 1 below.
XYZ Information System
Broker Policy Analyst
Client Customer Relationship
External P
Internal P
Diagram 1: Overall scope of the proposed solution
Technical Feasibility:
At present, XYZ have an existing reliable Information Systems (IS) that completes all the necessary process internally. The only accessibility made currently available to the brokers is to download the relevant policy for them to market and sell. With the new Customer Relationships Management system to be integrated with the existing IS, these would allow the brokers to work with much efficiency. Furthermore, the brokers and the policy analysts are able to communicate directly in the process of dealing the policy.
3 IACT 451 IT Project 2005 (Annual)
Technically, a number of new hardware and software is need for the proposed solution. They are currently readily available at a price that is within the acceptable range. This hardware includes the purchasing of a new application database server that the CRM will install to. Basically, the CRM will be a web-based customer centric intelligence application, where the brokers will login to the secure website, filling up the customers details, and learning the customer’s interested product. In addition, this CRM will not replace the current setup. On the other hand, it will act as an add ons to the current IS of XYZ to provide and enhance the features. Hence, it will reduce the process in closing the deal from 4 to 6 weeks to a few days or hours.
Organisational Feasibility:
Implementing this system, will involved a number of staffs in XYZ, mainly the policy analysts and the brokers will be affected. Training needs to seek out for these two staffs, as they are the main front-users of the systems and they have to be well verse with the system environment.
In contrast, there are a large number of stakeholders involved, apart from the two staffs members. Each of these stakeholders has various interests and agendas towards the implementation of the system. In addition, they have divergent and conflicting interests as they report to different people both internal and external to XYZ. This make the situation hard to satisfy the difference group of stakeholders within the company, creating organisation’s structure, duties and responsibilities will change. Resulting, some staffs, such as data entry clerk will be reduced
4 IACT 451 IT Project 2005 (Annual)
Economic Feasibility:
The full Cost Benefit Analysis, including Return on Investment and Net Profit Value has not been determined in detail. Preliminary costing for the high end solution has a figure of $150,000 for new equipment cost and $20,000 for ongoing costs, which include the softwares, consulting, training, implementation and other costs. We yet need to find this amount affordable for the company for the benefits received. Modification of existing hardware that was to aid the brokers in the sales process would be possible to reduce this cost further.
Steps to Follow
Please check the proposed solution with your stakeholders. For any requests for modifications or changes feel free to contact us. If the decision has been made to go ahead with the solution, a detailed proposal will be prepared and submitted for approval. The proposal will include all necessary details. We believe the solution will address the problems identified and meet the desired functionality of your company.
5 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
May 11, 2005 Time: How Whay Type of Meeting: UOW/2005/IACT451/MM/008 Interim Report
S/No Details Dateline 1. An interim report has to be drawn out to demonstrate the project plan. The format of the plan will vary according to the size and nature of the project. In the plan will compromise • Executive Summary • Introduction • Project Objective • Scope Statement • Task • Costing • Risk Analysis • Process Map • Marketing • IT Acquisition and Modification • Consultancy • Training • On-going Services • And other related materials The plan will also demonstrate in detail on the project approach and schedule using a gantt chart, and the costings using Net Present Value (NPV) to get a Return Of Investment (ROI). And lastly, a detailed schematic design of the business process of the technical view. 2. Detailed research on the behaviour of CRM and LSM are to be conducted in order to built an effective solution. A report has to be prepared and finalized before the development takes place in the next section.
Remarks BCA in charge and finalize the report. TIA to provide information on technology aspects. CL to provide details regarding the organizational aspect.
1 IACT 451 IT Project 2005 (Annual)
3. A detailed research has to be done using Blackberry device in the Mobility Channel. A report has to be prepared and finalized before the development takes place in the next section. 4. A research analysis has to be conducted on the brokers and staff of XYZ regarding the level of information literacy. This is in order to build an effective system that enables the sales automation process.
2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
5/27/2005 0947 hrs Time: Hoh Whay Type of Meeting: Ad hoc UOW/2005/IACT451/MM/009 Yahoo! Groups
S/No Details 1. All completed documents have been uploaded to this Yahoo! Groups website permanently for documentation purposes.
Dateline
Remarks All important documentation located on a centralized server
Yahoo! Groups main page.
1 IACT 451 IT Project 2005 (Annual)
Yahoo! Groups files section
2 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
01 April 1, 2005 1636 Time: Nurhazman Abdul Aziz Type of Meeting: Ad-hoc UOW/2005/IACT451/MM/001 Standard in the Paper Filling System
S/No Details 1. Please take note that I have upload a filling reference system. Each minutes, memo, proposal that to be file must have a filling system according below. This will allow smooth documentation through the project phase. S/No Details 1. Weekly Minutes
2. Memo
3. Proposal Paper
Dateline
Remarks Filling System
System Proposed Reference UOW/2005/IACT451/WM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/MM/001 Number Explanation Company/Year/Project Name/Project File/File Detail Reference UOW/2005/IACT451/PP/001 Number Explanation Company/Year/Project Name/Project File/File Detail
1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo August 9, 2005 (Week 4) 1630hrs Time: Hoh Whay, LOH Type of Meeting: Ad Hoc UOW/2005/IACT451/MM/001 Tasks for Spring
Date: Done By: Ref. No: Topics:
Tasks for Spring Aug 2005
ID
Task Name
Start
Finish
Sep 2005
Oct 2005
Duration 7/8 14/8
1
RFP (Request for Proposal)
8/9/2005
8/30/2005
3.2w
2
Implementation Plan
8/30/2005
9/13/2005
2.2w
3
Training Document
9/13/2005
10/4/2005
3.2w
4
Project Closure
10/4/2005
10/11/2005
1.2w
5
Evaluation Criteria
10/4/2005
10/11/2005
1.2w
6
Individual Outcome Assessment
10/11/2005
10/18/2005
1.2w
7
Final Project Team Report
10/11/2005
10/18/2005
1.2w
21/8
28/8
4/9
11/9
18/9
25/9
2/10
9/10 16/10
1 IACT 451 IT Project 2005 (Annual)
University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
August 23, 2005 (Week 1730hrs Time: 6) Hoh Whay, LOH Type of Meeting: Ad Hoc UOW/2005/IACT451/MM/002 Draft RFP
Draft RFP for XYZ Insurance 1. A brief background of our company IACT 451 IT Project Student Team (herein referred to as “ITPST” or “the team”) is formed by a student consultation team from University of Wollongong, to undergo project management training. ITPST is specially trained to handle projects that aid organisations of all sizes, optimizing their people, process, and technology around their customers, leading to an outstanding customer experience and superior business results. The ITPST is under the expert supervision of experienced professionals and academics from the industry, producing a project called LIFEXPRESS system (herein referred to as “the system”).
A Brief Description of the project LIFEXPRESS is an accredited project between XYZ Insurance (hereafter referred to as “the Company”) and University of Wollongong, designed as a sophisticated computer aided system. This system will enable the Company brokers nationwide to conduct business with their clients and prospects in ways previously impossible. The system will allow brokers using a laptop computer or similar devices to develop a true financial profile of the customer in order to identify and explore the Company’s most appropriate products.
2. Target Audience LIFEXPRESS is created specifically to enhance and improve the daily work procedures of XYZ’s main business processes. These include on-site brokers who deal directly with clients, policy analysts who approve the clients and other back-end staff to support the system.
Design Requirements and Conditions 3.1 Fixed Price Proposal Required Cost proposals for the system must be “fixed price” proposals. The proposed price must include all costs that will be incurred for the purchase, implementation and management of LIFEXPRESS, including, but
1 IACT 451 IT Project 2005 (Annual)
not limited to, costs for the requirements as well as all other work proposed. If a Respondent offers options and/or alternates that are not included in the fixed price for the proposed System, the Respondent must provide for each such option/alternate the following information:
A detailed description of the option/alternate (including, but not limited to, all features and functionality that will be unavailable in the base system if the option/alternate is not purchased);
Detailed cost information for each option/alternate, in accordance with the cost proposal requirements of the RFP
4. Technical Infrastructure Requirements 4.1 Development Technology The system shall be designed based on a three tier architecture as illustrated below. This multi-tier architecture caters for scalability by separating the functionality of the application into three logical tiers; namely the presentation, business logic and data layers. The development and deployment platforms for the difference tiers are presented in the table below.
Client
LIFEXPRESS
LIFEXPRESS CRM
(MobChan)
Client
During Sales Policy Process
Database of Clients
LIFEXPRESS LSM
LIFEXPRESS (MobChan) Client Existing Info-System
Closing the Policy Sales/Deal
Presentation
Business Logic
Data
5. Functional / Programming Requirements The development in the functionality requirement of LIFEXPRESS shall focus on the business process for the Company. These are categorised into three sections of requirements; the CRM, LSM and MobChan server. The entire project will focus on setting up the functionalities of LIFEXPRESS.
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6. Integration Requirement 6.1 Overview of Database Access and Integration Services This section introduces various issues of relevance to database access and integration services that existed in the current information system of the Company. Most of the clients’ database is stored in a common access and centralised accessible by all the existing information systems, according to the access level of the staffs. In the desired system, the system is proposed to share and integrate with other information systems. As such, it is important that the Respondent designing for the software architecture is careful to define its scope and evolve its activities taking full account of: The wide range of different requirements and potential functionalities of services, and the relationship between database and other services supported within the Company
7. Project Management 7.1 Administration Respondents must comply with all administrative requirements for this RFP provided in this section.
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University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
September 6, 2005 1730hrs Time: (Week 8) Hoh Whay, LOH Type of Meeting: Ad Hoc UOW/2005/IACT451/MM/003 Draft Implementation Plan
Draft Implementation Plan for Lifexpress System
1. Introduction 1.1 Purpose of Implementation Plan The purpose of this implementation plan is a brief pre-guide to illustrate the operation plan for the implementation phase of the project. This plan will cover briefly it system overview, giving an illustration to the system description and organisation to the project reference. This plan is also to reference to other documentation such as the Interim report, Request for Proposal, Evaluation report, System Manual and Training Manual.
2. Management Overview 2.1 Description of the Implementation The implementation will take place once all the vendors are ready to send over the equipment to ITPST. ITPST will do pre-installation in-house, if the system is newly construct and do a test in-house to the system, before installing at the installation site. Basically, of this organisation, it will be a new construct system. The illustration below will illustrate the implementation in detail:
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ITPST will be review the organisation infrastructure
Analysis and submit the details and orders to the respective vendors
In-house pre-installation and testing
Vendors received and send the order purchase to ITPST
Pre check and do a back up on the existing system and database
Deliver to client
Initial test run
Succeed
Install and configure the system
Start Training the Staff
Operationally ready
Rectify, service and maintains
Feedback & Survey
2.2 Points of Contacts The name, address and contact information for the ITPST’s Primary Contact for this implementation plan are as follows: Md. Aidil Osman Client Liaison, ITPST, University of Wollongong Wollongong NSW 2522 Australia Telephone +61 2 4221 3555
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3. Implementation Support 3.1. Hardware, Software, Facilities and Materials Support 3.1.1 Hardware Support
Installation of the hardware Maintenance of the hardware
3.1.2 Software Support
Installation of the Software Maintenance of the Software
4.0 Implementation Requirements by Site 4.1 Site Name or Identification for Site This section provides the name of the specific site or sites to be discussed in the subsequent sections. 4.1.1 Site Requirements 4.1.2 Site Implementation Detail 4.1.3 Back-Off Plan 4.1.4 Post-implementation Verification
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University of Wollongong IACT 451 IT Project 2005 (Annual) Memo Date: Done By: Ref. No: Topics:
September 20, 2005 1730hrs Time: (Week 10) Hoh Whay, LOH Type of Meeting: Ad Hoc UOW/2005/IACT451/MM/004 Draft Training Document
Draft Training Document for Lifexpress System Introduction Background and Scope Purpose XYZ insurance is embarking on a business transformation. Through the introduction of LIFEXPRESS system, XYZ insurance will become a company supported by highly efficient information systems, delivering the highest quality of products and services to customers, with better responsiveness to customers. The LIFEXPRESS project will be implemented functionally, Version 1.0 will include: Modules LIFEXPRESS CRM
Function Self Service CRM Survey Management Software Contract Management Software Distribution Management Software
LIFEXPRESS LSM
Customer support Recording sales processes Broker & company communication
LIFEXPRESS MobChan
Sales force automation Real-time customer information Capturing sales order, account information
LIFEXPRESS Training Program The LIFEXPRESS Training Program: •
Is highly dependant on an in-depth understanding of organizational roles and responsibilities to produce accurate and effective training program.
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•
Will impart business process and application skills.
Instructional Analysis Development Approach The LIFEXPRESS development approach will consist of several activities which range from collection training requirements to conducting the training. Training may be in courses or modules. Courses are 2 hours per sessions and may be single sessions or consist of multiple modules. Modules are generally shorter and are usually in a series. Instructional Methods Training Methodology LIFEXPRESS training teaches End-users how to perform CRM, LSM and MobChan specific tasks and reinforces where the task occurs in the process. Several materials need to be created: •
Instructor Guides – Map of the course that will be taught in training sessions. The guides provide a standard method for training across different locations, times and instructors.
•
Participant Guides – Map of the course for participants. It contains exercises, tutorial guides, forms, etc.
•
Training Data – Supports the training sessions by providing dummy data. It resides in training database which can be reused and refreshed after each training sessions.
•
Online Reference – Another channel for delivering training materials. Web materials will be provided to allow users to access the materials whenever they want.
Training Resources Course Administration Registration Database The LIFEXPRESS Training Team will be using MS Access database to track and schedule End-user training. This includes: • Scheduling courses, classrooms and instructors • tracking End-users categorized by courses and duration • reporting on different levels (e.g. manager, instructor, etc)
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