1 Total project cost is not accurate Kudler Fine Foods Information
advertisement
Running head: KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Total $9,371 $17,134 $1,497 $19,408 $12,496 $59,906 Total project cost is not accurate Kudler Fine Foods Information Technology Plan Tara Coston, Kim Gilbert, Zack Johnson, Deborah Matthews, and Ryan Shepherd CMGT/578 – CIS Strategic Management August 4, 2012 KenRoy Regester Sr. 1 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 2 Contents Document Change Control........................................................................................................... 5 Abbreviations and Acronym Definition ...................................................................................... 5 Assignment Names ........................................................................................................................ 6 Kudler Fine Foods Information Technology Plan ..................................................................... 7 Kudler Fine Foods’ Mission ......................................................................................................... 7 Organizational Goals .................................................................................................................... 8 Problem/Opportunity ................................................................................................................... 8 Project Scope ................................................................................................................................. 9 Project Objectives ......................................................................................................................... 9 Current Status Assessment ........................................................................................................ 10 Hardware ................................................................................................................................. 10 La Jolla and Del Mar Networks ............................................................................................ 10 Encinitas Network................................................................................................................... 11 Operating System ........................................................................................................................ 12 Software ....................................................................................................................................... 12 Microsoft Office 97 ................................................................................................................. 12 Microsoft Access...................................................................................................................... 13 Database Setup in MS Access ................................................................................................ 14 HRIS ......................................................................................................................................... 14 Software Summary ................................................................................................................. 15 Retail Enterprise Management System ................................................................................ 15 Information Systems Organization Analysis ............................................................................ 16 Organizational Issues Impacting Information Technology Use ............................................. 20 IT Infrastructure ..................................................................................................................... 21 Internet Portal ......................................................................................................................... 22 ERP, SCM and CRM .............................................................................................................. 22 Web Application Environment .............................................................................................. 23 Desktop/Database Environment ............................................................................................ 23 Network Environment ............................................................................................................ 23 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 3 Recommended Solutions ............................................................................................................ 24 Infrastructure Upgrade .......................................................................................................... 24 Database Upgrade ................................................................................................................... 26 Hardware Upgrades................................................................................................................ 27 Upgrade Costs ......................................................................................................................... 27 New Infrastructure Diagrams ................................................................................................ 28 Enterprise Software Solutions ................................................................................................... 29 Enterprise Resource Planning (ERP).................................................................................... 29 Supply Chain Management (SCM) ....................................................................................... 31 Customer Relationship Management .................................................................................... 32 Project Team A Organization Chart..................................................................................... 33 Roles and Responsibilities ...................................................................................................... 33 Requirement Meetings / Observation Sessions ........................................................................ 34 Budget Summary ........................................................................................................................ 35 Project Budgets ....................................................................................................................... 36 Implementation Plan for Each Project ..................................................................................... 40 Network Installation ............................................................................................................... 40 Server Installation ................................................................................................................... 41 Workstation Installation ........................................................................................................ 41 Printer Installations ................................................................................................................ 42 Database Installation .............................................................................................................. 42 Data migration ........................................................................................................................ 42 ERP, SCM, and CRM Implementation ................................................................................ 43 REMS Integration ................................................................................................................... 44 Training and Development..................................................................................................... 46 Support and Documentation .................................................................................................. 47 Kudler Fine Foods’ IT Service Requests .................................................................................. 48 Prioritized Project List ........................................................................................................... 49 Project Timeframe ...................................................................................................................... 50 Project Timeline ...................................................................................................................... 53 Constraints................................................................................................................................... 53 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 4 Risk Management ....................................................................................................................... 54 Risks and Impacts ................................................................................................................... 54 Project Delays .......................................................................................................................... 55 Inadequate Backbone Upgrade ............................................................................................. 55 Server Installation Errors ...................................................................................................... 56 Workstation Installation Errors ............................................................................................ 56 Printer Installation Errors ..................................................................................................... 57 Database Instability ................................................................................................................ 57 SCM Installation Errors......................................................................................................... 58 Insufficient Training ............................................................................................................... 59 Inadequate Manuals ............................................................................................................... 60 Risk Mitigation ........................................................................................................................ 60 Milestones .................................................................................................................................... 61 Deliverables ................................................................................................................................. 62 Performance Measurement ........................................................................................................ 63 Conclusion ................................................................................................................................... 65 Approvals ..................................................................................................................................... 66 References .................................................................................................................................... 67 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Document Change Control The following is the document control for revisions to this document. Version Number V1.0 Date of Issue Author(s) July 2012 Tara Coston - Project Manager Brief Description of Change Approved version. Abbreviations and Acronym Definition The following are definitions of terms, abbreviations and acronyms used in this document. Term Definition CIO CIS CPA CRM DBMS ERP GB GHz HRIS IT KFF LAN LDAP MB MIME OS POS RAM RDBMS REMS SCM SQL SSL UPS WAN WBS Chief Information Officer Computer Information Science Certified Public Accountant Customer Relationship Management Database Management System Enterprise Resource Planning Gigabyte Gigahertz Human Resources Information System Information Technology Kudler Fine Foods Local Area Network Lightweight Directory Access Protocol Megabyte Multipurpose Internet Mail Extension Operating System Point of Sale Random Access Memory Relational Database Management System Retail Enterprise Management System Supply Chain Management Structured Query Language Secure Socket Layer Uninterruptible Power Supply Wide Area Network Work Breakdown Structure 5 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 6 Assignment Names The following initials will be used when assigning tasks Initials TC DM KG ZJ RS IG RL HG DP EB IS RN Staff Consultant Tara Coston Deb Matthews Kim Gilbert Zach Johnson Ryan Shepherd Ivan Goofenoff, Jr. Rufus Leaking Hugo Ghettit Dwayne Pipe Emma Betterman Ima Smart Richard Noggin Kudler Staff Members Billing rate information obtained from Linkedin Corporation and Indeed Billing Rates $99.00/hr $92.00/hr $85.00/hr $69.00/hr $69.00/hr $77.40/hr $77.40/hr $101.73/hr $90.67/hr $69.66/hr $98.90/hr $101.73/hr KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 7 Kudler Fine Foods Information Technology Plan Kudler Fine Foods (KFF) is a small, upscale, specialty food store with three locations in the San Diego, California, metropolitan area. KFF’s mission is to provide its customers with the finest foods, wines, and other related needs in what the organization describes as an “unparalled consumer environment” (Apollo Group, Inc., 2007, 2010, 2011). The organization plans expansion of its operations by opening several new stores within the next two years. To be successful in their expansion efforts, Kudler Fine Foods has several information technology (IT) project opportunities ranging from upgrading its current IT infrastructure, databases, incorporating multimedia functionality on its website, and inventory tracking. IT processes and efficiency improvement can be realized by implementing enterprise level software applications. This document will outline the current state of the organization’s information systems, identify areas of opportunity, and provide a solution based on the desired future state. Kudler Fine Foods’ Mission Kudler Fine Food's mission is providing its customers the finest in selected foods, wines, and related needs in an unparalled consumer environment. KFF’s selections, coupled with its helpful and knowledgeable staff, merge to offer each customer a delightful and pleasing shopping experience. Kudler Fine Foods offers exceptional service because KFF shops the world for goods, purchases only the finest products, is highly selective in team member selections, and goes to extensive lengths to ensure that KFF is the primary source for customers seeking the finest gourmet foods (Apollo Group, Inc., 2007, 2010, 2011). KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 8 Organizational Goals Kudler Fine Foods main goal is to become the premiere gourmet grocery store for the discerning shopper looking for the finest meats, wine, cheeses, and produce. To accomplish its goal, KFF purchases only the finest organic foodstuffs from local organic farmers and other sources. Currently, KFF’s owner, Kathy Kudler, performs a majority of store purchases; however, the owner intends to hire additional store managers to help with daily operations. Kudler Fine Foods currently has three Southern California locations; each store is consists of a bakery, meat, produce, cheese and dairy, and wine department. KFF sees an opportunity to add more products most requested by customers, which can be provided by current wholesalers. KFF also plans on expanding its operation into the eastern part of the United States, primarily Florida with further expansion into Southern California and the San Francisco Bay area. Kudler Fine Foods is currently evaluating a location in Carlsbad, California within the next five years based on available capital (Apollo Group, Inc., 2007, 2010, 2011). Problem/Opportunity KFF’s current network infrastructure is not robust, nor scalable. KFF has no Customer Relationship Management (CRM) tool in place to allow the organization to effectively manage customer and vendor relationships. Kudler Fine Foods has no Supply Chain Management (SCM) tool in place to manage the flow of its products among its suppliers and customers. Each store places orders separately; vendor relationships are not leveraged or managed. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 9 An Enterprise Resource Planning (ERP) system would benefit KFF by streamlining workflows, eliminating redundant processes, and enabling locations to share information more effectively and quickly. Top-level management does not have a centralized data repository in place to gather data or generate analytical reports for strategic decision making. Data integrity and redundancy issues exist because of the lack of a robust, centralized database. Last, KFF’s Internet website lacks the interactive, intuitive functionality required for today’s online shopping public. Project Scope Project Team A will manage IT infrastructure upgrades of all store locations, beginning with KFF’s headquarters. A new web portal will be designed to allow internal and external access and customer interaction. A centralized database, ERP, SCM, and CRM software solution will be implemented. Documentation for users and maintenance will be written; training administered to all KFF staff. This IT plan will expedite efficiencies, eliminate data redundancy, and align current and future store locations with the company IT vision. The project is estimated at 140 days in duration; all project phases will be completed by the end of the January 2013. Project Objectives Upgrade KFF’s IT infrastructure ensuring compatibility within the organization, staff, customer, and vendors Redesign website to allow customer online ordering and vendor access Database upgrade Implement ERP, SCM, CRM, and document software use Train employees Document maintenance plan Document support plan KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 10 Current Status Assessment Hardware Kudler Fine Foods has three locations in California: La Jolla, Del Mar, and Encinitas, California. The La Jolla and Del Mar locations have identical hardware setup; the Encinitas location hardware setup differs slightly. Table 1 represents a breakdown by location, including the type and quantity of hardware. Hardware POS Workstation Server User Location Vendor Architecture La Jolla/Del Mar Windows 98 La Jolla/ Del Mar Windows NT Additional Devices External CD burner Bubble printer Built modem Replacement Time Line Age of Equipment 14 Years Quantity 1/28-1/30 2013 16 Years 1 1/28-1/30 2013 14 years 1 N/A N/A 1 6 1/31-2/8 2013 jet in CD burner Server La Jolla/ Del Mar Novell 4.11 POS UPS La Jolla/ Del Mar N/A N/A 56K Modem La Jolla/ Del Mar N/A N/A 2/6-2/11 2013 N/A 1 Backbone La Jolla/ Del Mar Ethernet 10.1.50.0 2/6-2/11 2013 N/A 1 POS Workstation Encinitas 1/31-2/8 2013 14 Years 4 1/28-1/30 2013 14 years 1 N/A N/A 1 Windows 98 N/A External CD burner Bubble printer jet Server Encinitas Novell 4.11 POS UPS Encinitas N/A N/A 56K Modem Encinitas N/A N/A 2/6-2/11 2013 N/A 1 Backbone Encinitas Ethernet 10.1.50.0 2/6-2/11 2013 N/A 1 N/A Table 1 - Kudler Hardware (Apollo Group, 2007, 2010, 2011) La Jolla and Del Mar Networks KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Figure 1 represents existing network setup at the La Jolla and Del Mar locations. Figure 1 - La Jolla and Del Mar Network (Apollo Group, 2007, 2010, 2011) Encinitas Network Figure 2 represents existing network setup at the Encinitas location. Figure 2 - Encinitas Network (Apollo Group, 2007, 2010, 2011) 11 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 12 Operating System The current operating system (OS) installed on KFF workstations is Windows 9x, which has reached its end of life support from Microsoft. If an issue arises with the WIN 9x OS, Microsoft will no longer support the OS with or without a contract, which could mean a complete work stoppage for KFF causing productivity and revenue loss. Team A proposes replacement and upgrading of all existing hardware. Once completed, Project Team A chooses the most current Microsoft OS, Windows 7, as the new operating system for Kudler Fine Foods; Windows 7 has many features that will benefit KFF. The old servers run on Novell 4.11 operating systems, which have also reached end of life. All servers will be upgraded with Windows Small Business Server 2011 installed. Windows Small Business Server comes with a copy of Microsoft SQL installed, thus eliminating the need to purchase the MS SQL software for the database upgrade. Another feature of Small Business Server 2011 is that a copy of Microsoft Exchange is included for e-mail. By switching to Windows Small Business Server, the infrastructure will have the added benefit of Active Directory. Active Directory helps manage corporate identities, credentials, information protection, system and application settings (Microsoft Corporation, 2012). Active Directory will help network administrators as they will be able to effectively manage all user settings from a central location. Software Microsoft Office 97 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 13 Currently Kudler uses Microsoft Office 97 suite comprised of Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft PowerPoint. Microsoft Office 97 currently runs on KFF’s Windows 9x operating system. The main program in MS Office 97, Microsoft Word, as the name implies, serves as a word processing program. Microsoft Excel is used across Kudler for its spreadsheet functionality helping the organization track and main data such as some financial, sales, and human resources related data. For e-mail communication and some personal information management, Kudler uses Microsoft Outlook, which includes an e-mail client, calendar, task manager, and address book. Last, the Microsoft Office 97 suite includes the presentation program, Microsoft PowerPoint; however, its use throughout the organization is unknown. Microsoft Access Currently, all three of KFF’s store locations use Microsoft Access 97 software to store and manage all of the organization’s customer, inventory, and order tracking. MS Access currently runs on KFF’s Windows 9x operating system. KFF’s Access database contains nine relational tables containing the following information: Customer: Contains demographic data of all KFF’s customers Inventory: Contains the components that make up and item Item: Stores product information that may appear on an order Order: Records information for each order placed within a given store Order Line: Contains detailed information of items appearing on an order Store: Retains data for each store location Supplier: Contains data and information pertaining to wholesalers, vendors, and other suppliers Tax Table: Provides tax rates based on the store that placed an order Tender: Records payment methods used for an order (Apollo Group, Inc., 2007, 2010, 2011) Figure 3 represents KFF’s current database setup in Microsoft Access KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 14 Database Setup in MS Access Figure 3 - Kudler Fine Foods Database Diagram (Apollo Group, 2007, 2010, 2011) HRIS Kudler uses Intuit Quick Books accounting software for part of its Human Resources Information System (HRIS) and its finance and accounting functions. Intuit Quick Books is a set of software solutions designed by Intuit to manage inventory, payroll and sales. Intuit Quick Books also has features that help small businesses such as Kudler Fine Foods manage marketing, merchant services, products, supplies, and training solutions. Basic system configuration requires at a minimum a 1.8 GHz processor, 1 GB of disk space, 256 MB of RAM for a single user and 512 MB of RAM for multiple users. All downloaded software requires a high-speed Internet connection, Internet Explorer 6.0 or higher and 2.5 GB of free disk space (TechTarget, n.d.). KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 15 Intuit’s database tracks the following employee information: Personal information, such as name, address, marital status, birth date, etc. Pay rate Personal exemptions for tax purposes Hire date Seniority date (which is sometimes different than hire date) Organizational information (store for budget purposes, manager’s name, etc.) (Apollo Group, Inc., 2007, 2010, 2011) Table 2 provides a summary of Kudler Fine Foods software applications. Software Summary Application Users Vendor Architecture Hardware Office 97 Microsoft 32 bit Windows 9x Workstation Access Microsoft 32 bit Windows 9x Workstation Quick Books Intuit 32 bit 1.8 GHz processor 1 GB disk space 512 MB RAM Internet Explorer 6.0 or higher 2.5 GB free disk space Database Additional Software Tools Word Excel Outlook PowerPoint Access 97 Replacement Timeline 1/31/13-2/8/13 2013 1/28-1/30 2013 1/31/13-2/8/13 2013 Table 2 - KFF Software (Apollo Group, 2007, 2010, 2011) Retail Enterprise Management System Kudler Fine Foods hired Smith Systems Consulting to implement a comprehensive Retail Enterprise Management System (REMS) for the Finance and Accounting department. Smith Consulting is contracted on an annual basis to maintain REMS. The REMS system has five modules: General Ledger Accounts Payable Point of Sale KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 16 Asset Management and Accounting Security REMS only benefits Finance and Accounting departments, as information stored in the system is unavailable to other departments. Payroll processing is outsourced to Intuit services and information stored in Intuit databases are also unavailable to other departments (Apollo Group, Inc., 2007, 2010, 2011). Team A highly recommends investment and implementation of an ERP system with the functionality to integrate applications across the enterprise. An ERP system would streamline many or all of the manual processes that KFF performs today. ERP also has several other benefits for Kudler Fine Foods: Store employee data in one central location Provide reporting functionality regarding meeting objectives and sales plan Customer Relationship Management (CRM) module that electronically stores customer information used in customer-focused initiatives Supply Chain Management (SCM) module that electronically tracks inventory numbers, prevents storing excess product inventories, and stock-outs Provide store purchasing information to streamline the ordering process Store data that can be used to forecast items needed for purchase and the amount Information Systems Organization Analysis Kudler Fine Foods’ information system organization consists of two computer support specialists who report to Harvey Stephens, Director of Finance and Accounting. The computer support specialists are in La Jolla, California, and provide desktop support for all KFF employees. Technical support is provided through a virtual machine application, depending on the location of the laptop or desktop. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 17 The Director of Finance and Accounting is responsible for all aspects of finance, accounting, budgeting, and information technology operations. Harvey Stephens has a Bachelor’s Degree in Accounting and is a Certified Public Accountant (CPA) with over 10 years’ experience. The Director of Finance and Accounting manages a staff of four employees; two Accounting Clerks and two Computer Support Specialists. Computer Support Specialists Primary Responsibilities Respond to requests received by e-mail or telephone Report generation Image ghosting of machines Provide desktop support – identify hardware and software problems, fix driver issues Use call tracking system to log help tickets from inception to closure Installation of software, patches, and system upgrades User account set-up and password administration (rights, security, and system groups) Diagnose or fix issues by using remote access tools Monitor network performance LAN – manage ports, troubleshoot speed and connectivity issues Inventory/asset management and tracking Current Skill Sets Bachelor’s degree in IT, or CIS Training or equivalent experience Hands-on experience with hardware/software installation and maintenance Experience in a Windows operating system environment Competent in Structured Query Language (SQL) and data retrieval Excellent customer service skills Both computer support specialists are proficient in their daily duties. However, additional skills may be required to support hardware and software upgrades. Industry certifications were not required at the time that the positions were originally staffed. Harvey Stephens is considering the value of additional training in targeted areas or industry certifications that would improve service levels and first call resolution while ultimately reducing vendor escalations. Figure 4 provides KFF’s current baseline organization. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 18 Kathy Kudler President Store Manager (3) Administrative Assistant Brenda Wagner Dir. Administration & Human Resources Administrative Assistant Harvey Stephens Dir. Finance & Accounting HR Assistant Accounting Clerk (2) Computer Support Specialist (2) Yvonne Reynolds Dir. Store Operations Inventory Manager Purchasing Manager Purchasing Assistant ` Figure 4 - Kudler Baseline Organization (Apollo Group, 2007, 2010, 2011) Project Team A recommends realigning the Information Technology division. Because of KFF’s expansion goals, required upgrades to KFF’s infrastructure, and recommended IT solutions, KFF’s Director of Finance and Accounting will not be able to effectively oversee Finance and Accounting and manage IT operations. Kudler Fine Foods needs an IT manager added to the IT organization to manage the dayto-day IT operations. The average annual salary for IT managers in the San Diego metropolitan area is $101,000 (Indeed, 2012).The IT manager position will be a direct report to the Director of Finance and Accounting. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 19 KFF also needs a Database Administrator to design and administer the daily activities of the new database. The average annual salary for database administrators in the San Diego area is $82,000 (Indeed, 2012). Last, KFF needs a Network Administrator to perform maintenance of network architecture, hardware, and software. The average annual salary for network administrators in the San Diego metropolitan area is $76,000 (Indeed, 2012). The two computer support specialists would report to the new system administrator; the Database Administrator, systems administrator network administrator and the website administrator would report to the new IT manager. Figure 5 provides the proposed organizational structure for the Information Technology Division. Executive Steering Committee Administrative Support Network Administrator Website Administrator Database Administrator Systems Administration Specialist Systems Administrator Technical Liaison Systems Security Administrator Figure 5 - Project Team A Organization KFF will need to create and hire at least three additional positions for proper administration of the proposed IT infrastructure. In its current capacity, several job functions can be combined under one title. However, as the company continues to grow, it may be necessary to hire additional people to manage the increased workload. Table 3 supplies the functions and responsibilities: KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Role Steering Committee Responsibility Responsible for tracking new IT projects and establishing new policies Database Administrator Responsible for maintenance of SQL Server databases Responsible for data extraction, report writing, data manipulation and quality control Responsible for overseeing activities of System Administrative Specialists. Responsible for maintenance of network architecture, hardware and software Responsible for maintenance of web portal Systems Administration Specialist Systems Administrator Network Administrator Website Administrator Technical Liaison Responsible for proper communication between business users and IT specialists System Security Administrator Responsible for maintaining security of IT system involving password and security profiles. 20 Current Titles Needs to be created after all positions need to be filled New Position Computer Support Specialists New Position New Position Network Administrator Computer Support Specialists Systems Administrator Table 3 - Restructured IT Roles and Responsibilities Organizational Issues Impacting Information Technology Use When Kathy Kudler opened her first store, there was little need for electronic communication and electronic file storage. Kathy is a very personable manager who likes faceto-face contact with her employees and customers. Kathy also handles the purchasing of goods for all the stores. Because Kathy does all of the buying, when she is sick or on vacation, all inventory replacement orders come to a standstill. One buyer represents a single point of failure for KFF because not only is there undue pressure and stress on the owner; Kathy being the sole buyer leaves all three stores at risk of stock-outs as no one else knows how to place inventory orders. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 21 A centralized purchasing system will help immensely; however, automated ordering processes will streamline inventory orders and allow Kathy to track available inventory and store sales in real-time. Kathy must also plan for employee career development and her own succession planning. By documenting required financial decisions and the day-to-day business operations, the owner can begin training another manager as her replacement. With an automated, comprehensive Human Resources Information System (HRIS), Kathy will be able to give more control of employment decisions to the Human Resources Manager. IT Infrastructure KFF’s IT infrastructure is antiquated as it consists of outdated software and hardware. KFF’s network is a client/server topology which will remain as is; however, the hardware will need to be upgraded. The network backbone will be upgraded to an Ethernet backbone running on broadband, thus eliminating the current 56K dialup modem. Upgrading KFF’s network will increase the bandwidth and throughput of the network. Workstations running Windows 9x operating system (OS) will all be upgraded to Windows 7 OS. The old Novel 4.11 server for POS will be upgraded to a Windows Small Business Server 2011. The server upgrade includes Microsoft Exchange for e-mail and SQL for the database. The current Microsoft Access database will be upgraded to SQL providing a better and much more secure database. Microsoft Office 97 software will be upgraded to Microsoft Office 2010, which offers more features that will improve the company’s overall productivity. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 22 Internet Portal Kudler Fine Foods’ Internet website needs revamping. The website does not allow online order placement. Rebuilding the website for improved functionality also entails inclusion of a customer portal and a vendor portal. The customer portal will allow provide online ordering functionality to KFF’s customers; the vendor portal will provide Kudler Fine Foods with much needed inventory management capabilities. The e-commerce site will have a 1024 bit Secure Socket Layer (SSL) certificate installed for security. ERP, SCM and CRM Kudler Fine Foods does not have an integrated ERP, SCM, or CRM solution. Implementation of an SCM system will provide KFF with the capability to see items that their customers purchase and which products do not sell. SCM will also provide the functionality to all store locations to collaborate on planning and forecasting supply needs, develop strong relationships with suppliers, maximize efficiencies, and reduce storage space. KFF does not have an automated system for management of its customer relations. Implementing a CRM system will improve customer relationship management by identifying customer needs based on trends, increase sales by anticipating spending patterns, cross-sell products, and determine which customers are most lucrative. CRM will also beneficial in KFF’s marketing campaigns that target specific customers. CRM will also enable Kudler Fine Foods to use a more personal approach in its customer relationship management. IT Model The proposed IT model described below will support the required systems to help Kudler Fine Foods achieve its business objectives and goals. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 23 Web Application Environment Service request SR-kf-002 requests evaluation of KFF’s website to analyze its customers’ experiences as well as ease of updates and maintenance. Kudler Fine Foods indicated a need for a new website to provide customers the functionality to submit orders online orders for in-store pick up, along with a vendor portal that would allow its wholesalers to login for inventory management purpose. As more customers visit the KFF website and use the Web for shopping and researching the best deals, a fresh, intuitive store website will attract new customers as well as keep existing customers coming back. More customers and improved customer loyalty are driving factors for increased revenue generation (Matthews, 2012). For cost effectiveness and the reasons listed above, Project Team A recommends a hosted website be used. Application development software: PHP, MySQL, Apache, SSL, FTP, Ruby Application server: Microsoft IIS (Internet information server) Application Framework: Microsoft NET Desktop/Database Environment Application software: Microsoft Office Windows 7 Server: Windows Small Business Server 2011 Hardware: DVD ROM Network Environment WAN Connectivity: current Broadband provider Protocols Standards: IPV4, Ethernet 10.100.1000 Operating Systems: Microsoft Windows 7 Authentication: Microsoft Active Directory (AD) Figure 6 is a graphical representation of Project Team A’s new IT model for Kudler Fine Foods that supports required systems to help KFF meet its business objectives. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Figure 6 - KFF New Information Technology Environment Model Recommended Solutions Infrastructure Upgrade Website Specifications. KFF wants to revamp its website to include a Web portal for customers to submit orders for in store pick up and inform its customers of upcoming in-store events, sales, and other activities. 24 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Rebuilding KFF’s existing website would entail inclusion of a customer portal and a vendor portal. A customer portal would provide online ordering functionality to KFF’s customers; a vendor portal would provide Kudler Fine Foods with much needed inventory management capabilities. Both portals require installation of a Secure Socket Layer (SSL) certificate to ensure security of all transactions. To achieve KFF’s website requirements and stay within a reasonable budget, a hosted website solution is recommended. Project Team A selected Joomla to address KFF’s website renovation. Joomla is an open source content management system. Using Joomla, Kudler Fine Foods can design its new website to its standards and specifications, all of which can be accomplished from the Joomla web portal. The Technical Requirements for Joomla are: Software PHP MySQL Apache (with mod_mysql, mod_xml and mod_zlib Microsoft IIS Recommended Version 5.3+ 5.0.4+ 2.x+ Minimum Version 5.2.4+ 5.0.4+ 2.x+ 7 7 Open Source Matters, Inc., 2012) Joomla’s key features include the following: User Management a. Joomla supports multiple protocols, including Lightweight Directory Access Protocol (LDAP), OpenID, and Gmail, allowing allows users to use existing account information to streamline the registration process. Media Manager a. Manage media files or folders; configure the Multipurpose Internet mail extensions (MIME) type settings to handle any type of file Language Manager Banner Management a. Great for marketing campaigns, ad banners customization Contact Management Polls Can gather information from customers on products that they purchase a. Integrated Help System (Open Source Matters, Inc., 2012) 25 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 26 Bluehost will host the Joomla/Kudler Fine Foods website. Bluehost charges a flat rate of $5.95 a month, which includes the following services (Bluehost, 2012): Free Joomla setup or transfer Unlimited Domain Hosting Unlimited GB Hosting Space Unlimited GB File Transfers Unlimited E-mail Accounts Free Domain Forever Free Joomla Site Builder w/ templates Secure Shell, SSL, FTP, Stats, CGI, Ruby (RoR), Perl, PHP, MySQL $50 Free Yahoo & Google Credits 99.9% Network Uptime Guarantee Anytime money-back guarantee Bluehost uses a custom Linux Operating system for all of its hosted websites. KFF will not need to purchase additional licensing; licensing is included in the monthly fee. The database used by Bluehost is SQL server for Joomla sites. The database is also included in monthly fees charged for Bluehost website hosting services (Bluehost, 2012). Database Upgrade A SQL Server database comes packaged in the Windows Small Business Server 2011 suite and will provide KFF with a secure, centralized area to store and retrieve its data. Data from all the departments can be securely stored, updated, and queried from one location, which decreases redundant processing and improves data integrity. Not only will SQL Server provide much- needed upgrade to KFF’s current Access, SQL Server can store information for the Joomla site and the Enterprise Software solution. The SQL Server database provides KFF with the functionality of connecting to its suppliers and customers in real-time. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 27 As a small business, Kudler can have up to 55 licenses before needing to upgrade to the Enterprise level, which leaves plenty of room for expansion. SQL Server databases can also back up data on a scheduled basis to protect against data loss. Hardware Upgrades All three KFF locations will have all new hardware for desktops and servers. Additionally each location will also have new modems for broadband access and new Hewlett Packard (HP) laser jet printers. All desktop systems will run the Microsoft Windows 7 operating system; the servers will have Windows Small Business Server 2011. The hardware requirements are as follows: Windows 7 Hardware Requirements: 1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64-bit) 16 GB available hard disk space (32-bit) or 20 GB (64-bit) DirectX 9 graphics device with WDDM 1.0 or higher driver (Microsoft Corporation, 2012) Windows Small Business Server 2011 Hardware requirements: Quad core 2 GHz 64 it or faster processor 10GB of RAM 120 GB of storage Space DVD ROM 10/100/1000 Network Adapter (Microsoft Corporation, 2012) Upgrade Costs Based on the hardware requirements, all of KFF systems will need replacement, which involves cost. Using Hewlett Packard for the vendor, new HP Pro 3400 Microtower PC desktop systems will cost $535 each (Hewlett Packard, 2012). KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 28 Kudler would replace 16 desktop systems for a total cost of $8,560. Three desktops will have Microsoft (MS) Office 2010 Professional installed. Price per license for MS Office 2010 is $499.99 (Microsoft, 2010, 2012). Three HP ProLiant ML350 servers will cost $2,159 each for a total cost of $6,477 (Hewlett Packard, 2012). No additional cost is involved for modem replacement as this cost is included in the Broadband Internet Service Provider (ISP) service cost. Last, KFF will need to purchase three HP Color LaserJet CM2320nf printers, one printer for each store. Each laser jet printer costs $699 for a total cost of $2,097. New Infrastructure Diagrams Figures 7 and 8 provide the proposed new infrastructure at the La Jolla, Delmar, and Encinitas sites. HP Pro 3400 Microtower PC HP Pro 3400 Microtower PC HP Pro 3400 Microtower PC HP Pro 3400 Microtower PC Windows Small Business Server 2011 SQL Server 10.1.50.0 Ethernet Network UPS- Standalone Broadband Modem HP Printer Internet Figure 7 - Proposed New Infrastructure - Encinitas KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN HP Pro 3400 Microtower PC HP Pro 3400 Microtower PC 29 HP Pro 3400 Microtower PC HP Pro 3400 Microtower PC Windows Small Business Server 2011 SQL Server 10.1.50.0 Ethernet Network UPS- Standalone Broadband Modem HP Printer Internet Figure 8 - Proposed New Infrastructure - Encinitas Enterprise Software Solutions Enterprise Resource Planning (ERP) Project Team A researched ERP solutions that would meet KFF’s business objectives and provide an integrated solution at the lowest cost. Project Team A compared the Oracle Ebusiness Suite, Epicor ERP, and Microsoft Dynamics ERP solutions as these solutions address all of KFF’s business needs. Table 4 provides a side-by-side comparison of each ERP solution. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Product Name Version Price Range Financing Options User Range Multi Site Multi National Architecture Database Platform Server OS SAAS Oracle E-Business Suite Release 12 $12K-$350K Lease, Financing 25-1000+ Yes yes SOA MS SQL Server, Progress, IBM DB2, Other, Oracle, Proprietary`, Web Based (Saas) Mac OS, Linux, Windows, Unix, Novell Netware, Solaris, AIX, HP-UX, i Operating System Yes Epicor ERP 9 $4K -500K Lease, Owner Financing, Lease to own 1-1000+ Yes Yes SOA 30 Microsoft Dynamics AX AX (2010) $20K-750K Lease, Owner Financing, Financing 5-1000 Yes Yes SOA, .NET MS SQL Server, Progress, Web Based (Saas) MS SQL Server, Oracle, Web Based (Saas) Linux, Windows, Unix Windows Yes Yes Table 4- ERP Solution Comparison (Top10ERP, 2008, 2012) Oracle E-Business Suite ERP is the recommended enterprise solution for Kudler Fine Foods. The cloud solution puts the cost of the Oracle E-Business Suite ERP solution well within reach of small and mid-sized businesses like KFF. Cloud licensing is used to deploy the suite through Oracle’s partnership with Amazon Web Service (AWS) at a fraction of the cost of a traditional ERP solution. The operational cost to manage Oracle E-Business Suite ERP is significantly reduced by elimination of additional equipment cost, IT management, and support services. KFF will realize a noticeable return on investment (ROI) because the licensing model for cloud services is affordable; billing is based on services used. Cloud services through AWS are secure, scalable, and flexible with high availability. Disaster recovery costs are reduced as well because the need to house a second physical site is eliminated. IT infrastructure and data can be recovered quickly in a virtual environment. The estimated cost for Oracle E-Business Suite ERP implementation is $6,000; annual cost includes maintenance and support- $4,000 (Top10ERP, 2008-2012). KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 31 Figure 9 illustrates an ERP model that closely resembles the critical information flows across KFF. Figure 9 - ERP Model - (Baltzan & Phillips, 2010) Supply Chain Management (SCM) The SCM module will provide Kudler with several benefits. An SCM solution will decrease costs of operating the supply chain, as illustrated in Figure 10, by streamlining purchasing, transferring, and receiving stock (Oracle, 2012). Management will be provided with real-time visibility to inventory to better manage store-level profit and loss. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Figure 10 - SCM Model - (Baltzan & Phillips, 2010) Customer Relationship Management Oracle E-Business CRM module proactively monitors and captures the customer’s experiences on social networking websites. The Oracle E-Business CRM solution monitors customer buying behaviors and makes recommendations based on spending patterns (Oracle, 2012). The Oracle E-Business CRM module will help KFF manage its customer relationships from end-to-end, providing a more personalized experience; thereby increasing loyalty, and sales. Project Team Figure 11 represents Project Team A’s organizational structure. 32 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 33 Project Team A Organization Chart Tara Coston Project Manager Deb Matthews Ryan Shepherd Infrastructure Analyst Network Specialist Zack Johnson, Hardware Specialist Kim Gilbert, Assessment Analyst Figure 11 - Project Team A Organization Roles and Responsibilities Table 4 supplies the functions and responsibilities of Project Team A consultants. Name Position Responsibility Tara Coston IT Project Manager Deb Matthews Infrastructure Analyst Ryan Shepherd Zack Johnson Network Specialist Kim Gilbert Assessment Analyst Oversees overall project, serves as liaison between project team and customer Assesses current software and application of company and recommends improvements. Assesses current network infrastructure and recommends improvements Assesses current hardware configurations and recommends upgrades Assess current infrastructure and make recommendations for upgrade Hardware Specialist Table 4 - Project Team A Roles and Responsibilities KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 34 Requirement Meetings / Observation Sessions Time Session Dates Attendees Deliverables 8 a.m.-5 p.m. Problem Definition 6/29/12 7/12/12 Deb Matthews, Richard Noggin, Anita Change, Ryan Shepherd Feasibility report Project benefits determination Prepare and present deliverable Project team member identification Define project outline Project plan approval 8 a.m.-5 p.m. Current Infrastructure Analysis 7/13/128/8/12 Deb Matthews, Ima Smart, Zack Johnson, Bea Esser, Kim Gilbert Requirements document Determine workstation requirements Review current DBMS Determine server requirements Determine server upgrades Determine workstation upgrades Determine DBMS upgrades Prepare and present phase deliverable 8/2/128/7/12 Tara Coston, Kim Gilbert, Richard Noggin Meet with company CEP Hold employee meetings - Owner, Operations, HR, Desktop, Network Understand the current IT usage Understand current IT needs 9 a.m.-10:30 a.m. IT Department Meetings KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 35 Budget Summary Using a phased installation approach, the complete project is estimated at $60,266. Budget summary is provided below. Estimated Hours Total Budget Estimated staff hours 240 Estimated consultant hours 421 Estimated Cost $9,731 Estimated hardware costs $17,134 Estimated licensing, maintenance, and support Estimated Testing Estimated Training 240 272 $1,497 $19,408 $12,496 661 $60,266 Total Estimated Cost Total $9,371 $17,134 $1,497 $19,408 $12,496 $59,906 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 36 Project Budgets Budgets for each project recommendation are contained below: Assigned Hardware/Software/Licenses Purchase 3 HP ProLiant ML350 Servers @ $2,159 ea • Quad core 2 GHz 64 it or faster processor • 10GB of RAM • 120 GB of storage Space • DVD ROM • 10/100/1000 Network Adapter Estimated price is for Hewlett Packard Servers with optional extended service contract Purchase 16 HP Pro 3400 Microtower PC Workstations @ $535 ea •1 gigahertz (GHz) or faster 32-bit (x86) or 64-bit (x64) processor • 1 gigabyte (GB) RAM (32-bit) or 2 GB RAM (64bit) • 16 GB available hard disk space (32-bit) or 20 GB (64-bit) • DirectX 9 graphics device with WDDM 1.0 or higher driver Estimated price is for Hewlett Packard desktops with with optional extended service contract Purchase 3 HP Color LaserJet CM2320nf printers @ $699 ea Purchase 3 Microsoft Office 2010 licenses @ $499 ea Total Estimated Cost Estimated Hours Estimated Cost $6,477 $8,560 $2,097 $1,497 $18,631 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Assigned Network Installation ZJ Install Cat 5 Ethernet cables, routers, hubs and servers Total Estimated Cost Assigned Server Installation 37 Estimated Hours Estimated Cost 10 $690 10 $690 Estimated Hours Estimated Cost RS Load Windows Small Business Server 2011 software on servers 3 $207 DM Migrate data from old workstations to backup system 4 $368 ZJ Staff Staff Install new workstations Establish security profiles on network servers Setup file sharing Total Estimated Cost 5 2 1 15 $345 Assigned Workstation Installation Staff RS RS RS RS DM/RS RS RS ZJ Install and configure Windows 7 Install antivirus software Install and configure ODBC drivers Connect workstation to network Ensure connectivity of network Install Microsoft Office Suite 2010 Setup internet connectivity Install SQL Server Remove old workstations and servers Total Estimated Cost Assigned Printer Installation DM Staff Staff Install print drives on server Connect printers to network Connect workstations to printers Total Estimated Cost Estimated Hours 2 1 1 1 1 4 2 2 2 16 Estimated Hours 8 4 4 16 $920 Estimated Cost $69 $69 $69 $69 $460 $138 $138 $138 $1,150 Estimated Cost $552 $552 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Assigned Database Installation DM DM TC TC TC KG Install MS SQL Server on server Load SQL Server tools to server Create databases Run scripts to create CRM, SCM, ERP tables Run scripts to create users, security profiles Create backup plan Total Estimated Cost Assigned Data Migration Staff Staff KG/Staff KG Staff Staff Staff Staff Create ER Diagram of Access database Identify keys, constraints Define business rules Create table structures in SQL Server Prepare Access database for data export Export Access tables into Excel Ensure integrity of data based on SQL Server data requirements Import data into SQL Server Total Estimated Cost Assigned ERP Implementation KG/TC TC DM RS TC Estimated Hours 2 2 2 4 2 1 13 Estimated Hours Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Estimated Cost Estimated Cost $184 $184 $198 $396 $198 $85 $1,245 Estimated Cost 3 2 1 2 2 8 $85 $170 2 2 22 Estimated Hours Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Estimated Cost Assigned SCM Implementation KG/TC TC DM RS TC 38 $255 2 2 2 1 1 8 Estimated Cost $269 $198 $184 $69 $99 $819 2 2 2 1 1 8 Estimated Cost $269 $198 $184 $69 $99 $819 Estimated Hours KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Assigned CRM Implementation KG/TC TC DM RS TC 2 2 2 1 1 8 Estimated Hours Estimated Cost $269 $198 $184 $69 $99 $819 Estimated Cost Review table definitions 4 Determine values to export 4 $396 8 6 3 3 2 2 1 33 $792 $552 $297 $255 $2,462 Estimated Hours 40 40 40 40 40 40 240 Estimated Cost $2,760 $2,760 $3,096 $3,096 $4,069 $3,627 $19,408 Create data export Create validation process Create error reports Create import schedule Test import process Create backup processes Place process into production Total Estimated Cost Assigned Testing Category ZJ RS IG RL HG DP Estimated Hours Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Estimated Cost Assigned REMS Integration SI SI/STAFF /TC TC DM TC KG STAFF KG STAFF 39 Hardware OS/Software Inventory/Supply Customer Service Enterprise Management Hardware Total Estimated Cost $170 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Assigned Training and Development Staff EB Staff/HG Staff Staff Staff Staff Staff KG IS Staff/RN Staff/HG Staff RN EB 40 Estimated Hours Train IT Admins on Windows 7 Train users on Windows 7 Train IT Admins on ERP Train users on ERP Train IT Admins on SCM Train users on SCM Train IT admins on CRM Train users on CRM Develop new MS programs training manual Develop New IT Support manual Develop New Manuals for ERP Develop New Manuals for SCM Devlop New Manuals for CRM Special Forms deliverable Training and Development Deliverable Total Estimated Cost Estimated Cost 8 16 32 16 32 16 32 16 16 16 16 16 16 8 16 272 $1,115 $3,255 $1,360 $1,582 $1,628 $1,628 $814 $1,115 $12,496 Implementation Plan for Each Project Network Installation The following upgrades to KFF’s network infrastructure are required to support necessary hardware, software and application configurations. Assigned Network Installation Estimated Hours ZJ Install Cat 5 Ethernet cables, routers, hubs and servers Total Hours 10 10 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 41 Dependencies: None Server Installation The following upgrades to KFF’s servers are required to support necessary hardware, software and application configurations Assigned Server Installation RS Load Windows Small Business Server 2011 software on servers Migrate data from old workstations to backup system Install new workstations Establish security profiles on network servers Setup file sharing Total Hours DM ZJ Staff Staff Estimated Hours 3 4 5 2 1 15 Dependencies: Network Workstation Installation The following actions are required to upgrade to KFF’s workstations in each location and to meet minimum requirements for software improvements Assigned Staff RS RS RS RS DM/RS RS RS ZJ Workstation Installation Install and configure Windows 7 Install antivirus software Install and configure ODBC drivers Connect workstation to network Ensure connectivity of network Install Microsoft Office Suite 2010 Setup internet connectivity Install SQL Server Remove old workstations and servers Total Hours Dependencies: Server Estimated Hours 2 1 1 1 1 4 2 2 2 16 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 42 Printer Installations The following actions are required to install and connect network printers in all locations. Assigned Printer Installation Estimated Hours DM Staff Staff Install print drives on server Connect printers to network Connect workstations to printers Total Hours 8 4 8 16 Dependencies: Workstation Database Installation The following actions are required to upgrade KFF’s Relational Database Management System (DBMS) from a personal Access database with limited space to a powerful enterprise Relational Database Management System (RDBMS) in SQL Server. Assigned Database Installation Estimated Hours DM DM TC TC TC KG Install MS SQL Server on server Load SQL Server tools to server Create databases Run scripts to create CRM, SCM, ERP tables Run scripts to create users, security profiles Create backup plan Total Hours 2 2 2 4 2 1 13 Dependencies: Workstation Data migration The following actions are required to import data from KFF’s Access database into SQL Server tables. Assigned Data Migration Staff Create ER Diagram of Access database Estimated Hours 3 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Staff KG/Staff KG Staff Staff Staff Staff Identify keys, constraints Define business rules Create table structures in SQL Server Prepare Access database for data export Export Access tables into Excel Ensure integrity of data based on SQL Server data requirements Import data into SQL Server Total Hours 43 2 1 2 2 8 2 2 22 Dependencies: Database ERP, SCM, and CRM Implementation The following actions are required to implement enterprise programs that will connect suppliers, inventory, customers and enterprise data. Assigned ERP Implementation Estimated Hours KG/TC TC DM RS TC Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Hours 2 2 2 1 1 8 Assigned SCM Implementation Estimated Hours KG/TC TC DM RS TC Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Hours 2 2 2 1 1 8 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 44 Assigned CRM Implementation Estimated Hours KG/TC TC DM RS TC Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles Total Hours 2 2 2 1 1 8 Dependencies: Database REMS Integration The following actions are required to import specialized data files from Retail Enterprise Management System that was built for the Finance and Accounting department. Assigned REMS Integration Estimated Hours SI SI/STAFF/TC TC DM TC KG STAFF KG STAFF Review table definitions Determine values to export Create data export Create validation process Create error reports Create import schedule Test import process Create backup processes Place process into production Total Hours 4 4 8 6 3 3 2 2 1 33 Dependencies: Database KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 45 Testing Users and project team members will be assigned portions of the system to test. The project manager will keep a log of any issues that arise during testing. A ranking system will be used to determine severity of the issues; some issues will be lower ranked because they will not stop the implementation and can be resolved during the post-implementation. Higher ranking issues that will affect the operation or processing of the system must be resolved before implementation is considered complete. The following is the ranking system and testing assignments: Rank Description 1 Issues do not directly affect processes of the system and can be resolved in postimplementation. Examples may be cosmetic changes to screens. 2 Issues that do not affect processing of the system but must be cited and addressed for resolution during post-implementation 3 Moderate issues that need to be addressed but does not potentially affect the processes of the system. Example could be processing lag time and can be cited for resolution for post-implementation. 4 While not considered severe, issues of this ranking should be dealt with before implementation. However, some of these issues may be considered “showstoppers” in some cases. Examples include errors in calculations or minor screens that do not open or process on screen calculations correctly. 5 Major issues are considered errors and completely change processes and output of the system. These issues are “showstoppers” and could cause downtime and severe miscalculations and must be resolved before implementation. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Assigned ZJ RS IG RL HG DP Testing Hardware OS/Software Inventory/Supply Customer Service Enterprise Management Hardware 46 Estimated Hours 40 40 40 40 40 40 Training and Development Windows 7 IT Administrator Training. A one-day Windows 7 training session for IT Administrators immediately after implementation. Training topics include the new OS features and extensive ins and outs of Microsoft Windows 7 Windows 7 End User Training. A two-day Windows 7 training session for end users that will focus on topics including the new OS features and the differences between the Windows 9x and Windows 7 operating systems. ERP IT Administrator Training. A four-day ERP training session that will introduce advanced ERP features, functionality, and troubleshooting steps for the end users. ERP End User Training. A two-day ERP training session that introduces the end user to the ERP system and its features SCM IT Administrator Training. A four-day SCM training session for IT Administrators that will introduce advanced SCM features, functionality, and troubleshooting steps. SCM End User Training. A two-day SCM training session that introduces the end user to the SCM system and its features KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 47 CRM IT Administrator Training. A four-day CRM training session for IT Administrators that will go over advanced CRM features, functionality, and troubleshooting steps CRM End User Training. A two-day SCM training session for end users that will introduce the SCM system and its features Estimated Training Hours Assigned Training and Development Staff EB Staff/HG Staff Staff Staff Staff Staff KG IS Staff/RN Staff/HG RN EB Train IT Admins on Windows Train users on Windows 7 Train IT Admins on ERP Train users on ERP Train IT admins on SCM Train users on SCM Train IT Admins on CRM Train users on CRM Develop new MS program training manual Develop new IT support manual Develop new manuals for ERP Develop new manuals for SCM Special forms deliverable Training and development deliverable Total Hours Estimated Hours 8 16 32 16 32 16 32 16 16 16 16 16 8 16 272 Support and Documentation Upon successful completion of all training modules, documentation for each system will be created. The documentation is necessary for future training to IT administrators and end users by providing reference guides for each system. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 48 Kudler Fine Foods’ IT Service Requests Kudler Fine Foods has several functions that are either performed manually or have no documented processes in place. KFF has 15 service requests for various IT-related projects with an approved project budget of $150k (Apollo Group, Inc., 2011). The following service request projects support KFF’s objectives for integrated IT solutions that will drive revenue and reduce operating costs once implemented: 1. SR-kf-001 - Monthly Newsletter and Coupons: The organization does not have a centralized database that tracks its customer purchases. The advent of such a database with the functionality to auto-generate newsletters and targeted coupons will not only eliminate any manual tracking mechanisms currently in place, but will also provide automated reporting to managers regarding coupon use and sales information. 2. SR-kf-009 - SQL Accounting Database: Kudler's Chart of Accounts is currently maintained on a Microsoft Excel spreadsheet. To better facilitate report generation to management, Kudler’s Chart of Accounts should be migrated from the current spreadsheet to a SQL database. The SQL database will allow Kudler to expedite decision-making at store and departmental levels and reduce the current operating costs of manual tracking (Apollo Group, Inc., 2011). 3. SR-kf-014 - Inventory Tracking Database: The current method of inventory tracking is unknown. A new inventory tracking database will ultimately reduce the organization’s operating costs by allowing Kudler to: a. b. c. d. Access and manage inventory information from a central location Expand and transform with the changing needs of the company Encompass an easily managed performance strategy overseen by IT Maintain virtual real-time accessibility to the database (Apollo Group, Inc., 2011) KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 49 Prioritized Project List Proposed projects have been scored, prioritized, and are recommended for implementation The prioritized projects presented in Figure 12 align with KFF’s strategic goals and objectives to generate more revenue, reduce operating costs, allow for future growth, and increase efficiency, allowing KFF to be more competitive. = No Contribution (0) = Supports (1) = Fulfills (2) 2 1 2 2 2 9 1 2 1 1 1 2 Centralized Database Website Design CRM Implementation SCM Implementation ERP Implementation Objectives Scoring Matrix: Establish Competitive Product Lines Maintain Product Competitiveness Drive or Create Additional Revenue Reduce Operating Costs Return on Investment Establish Infrastructure for Growth Column Scores Project Priority Infrastructure Upgrade Kudler Fine Foods IT Projects 1 1 2 2 1 1 2 2 1 1 2 2 2 2 1 8 7 6 5 4 2 3 4 5 6 0 1 2 Figure 12 - KFF IT Project Scoring Matrix Row Scores 1 7 4 8 10 9 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 50 Project Timeframe The estimated project timeline for all required IT infrastructure upgrades, implementation of ERP, SCM and CRM tools, redesign of Kudler’s Internet website, and required training will require 140 days. Once implemented, Project Team A will monitor the system and correct noted deficiencies with all available support resources. Upon completion of all design, development, and testing, the project will be closed for final implementation. Figure 13 provides the project schedule, task durations, and delivery dates for each task. Task Name Kudler IT Project Define Problem Feasibility Report Determine benefits (What this looks like when complete) Determine who will be working on the project team Define Project outline Prepare and present phase deliverable Project Plan approval Analyze Current Infrastructure Review Current DBMS Requirements Document Determine Server Requirements Determine Server Upgrades Determine Workstation Requirements Determine Workstation Upgrades Determine DBMS Upgrades Prepare and present phase deliverable Hold Meetings IT Department Meet with Director Store Operations Hold employee meetings - Owner, Operations, HR, Desktop, Network Understand the current IT Usage Understand what current IT needs are Analysis complete Design Solution Specification Document Document Topology Design Review "Analyze Situation" phase deliverable Design Server and Workstation setup Present "Design Solution" documentation to steering committee deliverable Design Complete Duration 139.71 days 9 days 2 days 2 days 2 days 1 day 1 day 1 day 23 days 2 days 2 days 3 days 2 days 4 days 2 days 2 days 2 days 8 days 1 day Start Fri 6/29/12 Fri 6/29/12 Fri 6/29/12 Tue 7/3/12 Fri 7/6/12 Tue 7/10/12 Wed 7/11/12 Thu 7/12/12 Fri 7/13/12 Tue 7/17/12 Fri 7/13/12 Tue 7/17/12 Tue 7/24/12 Thu 7/19/12 Wed 7/25/12 Fri 7/27/12 Tue 7/31/12 Thu 8/2/12 Thu 8/2/12 Finish Thu 1/17/13 Thu 7/12/12 Mon 7/2/12 Thu 7/5/12 Mon 7/9/12 Tue 7/10/12 Wed 7/11/12 Thu 7/12/12 Tue 8/14/12 Wed 7/18/12 Mon 7/16/12 Mon 7/23/12 Wed 7/25/12 Tue 7/24/12 Thu 7/26/12 Mon 7/30/12 Wed 8/1/12 Mon 8/13/12 Thu 8/2/12 5 days Fri 8/3/12 Thu 8/9/12 1 day 1 day 1 day 31.67 days 1 day 5 days 6.67 days 15 days Fri 8/10/12 Mon 8/13/12 Tue 8/14/12 Wed 8/15/12 Wed 8/15/12 Thu 8/16/12 Thu 8/23/12 Fri 8/31/12 Fri 8/10/12 Mon 8/13/12 Tue 8/14/12 Fri 9/28/12 Wed 8/15/12 Wed 8/22/12 Fri 8/31/12 Mon 9/24/12 1 day Mon 9/24/12 Tue 9/25/12 3 days Tue 9/25/12 Fri 9/28/12 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Task Name Implement Design Review "Design Solution" deliverable Network Installation Install Cat 5 Ethernet cables, routers, hubs, and servers Server Install Load Windows Small Business Server 2011 software Migrate data from old workstations to backup system Install new workstations Establish security profiles on network servers Set up file sharing Workstation Install Install and Configure Windows 7 Install antivirus software Install and configure ODBC drivers Connect workstations to network servers Ensure network connectivity of workstations Install MS Office Suite 2010 Set up Internet connectivity Install SQL Server Remove old workstations and servers Printer Install Install printer drivers on server Connect printers to network Connect workstations to network servers Database Installation Install MS SQL Server on server Load SQL Server tools on server Run scripts to create ERP, SCM, and CRM tables Create Databases Run scripts to create users and security profiles Create backup plan Import organizational data from Access database Create ER diagram of Access database Identify keys, constraints Define business rules Create table structures on SQL Server Prepare Access database for data export Export Access tables in Excel Ensure Data Integrity of data baed on SQL Server data requirements Import data into SQL Server ERP Implementation Create database Run scripts to create tables on SQL Server Install software on workstations Connect to database Create security profiles SCM Implementation Duration 24 days 5 days 1.25 days 1.25 days 0.63 days 0.38 days 0.25 days 0.63 days 0.25 days 0.13 days 1.62 days 0.25 days 0.38 days 0.38 days 0.13 days 0.13 days 0.38 days 0.25 days 0.25 days 0.25 days 1 day 1 day 0.5 days 1 day 1.37 days 0.25 days 0.25 days 0.49 days 0.25 days 0.25 days 0.13 days 1.94 days 0.38 days 0.25 days 0.06 days 0.13 days 0.25 days 1 day 51 Start Wed 10/3/12 Wed 10/3/12 Wed 10/10/12 Wed 10/10/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Fri 10/12/12 Fri 10/12/12 Thu 10/11/12 Mon 10/15/12 Thu 10/11/12 Fri 10/12/12 Mon 10/15/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Fri 10/12/12 Thu 10/11/12 Mon 10/15/12 Thu 10/11/12 Thu 10/11/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Finish Mon 11/5/12 Tue 10/9/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Thu 10/11/12 Mon 10/15/12 Thu 10/11/12 Fri 10/12/12 Fri 10/12/12 Thu 10/11/12 Mon 10/15/12 Fri 10/12/12 Mon 10/15/12 Mon 10/15/12 Thu 10/11/12 Fri 10/12/12 Fri 10/12/12 Fri 10/12/12 Fri 10/12/12 Mon 10/15/12 Fri 10/12/12 Fri 10/12/12 Fri 10/12/12 Mon 10/15/12 Fri 10/12/12 Fri 10/12/12 Wed 10/17/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Mon 10/15/12 Tue 10/16/12 0.19 days Wed 10/17/12 Wed 10/17/12 0.13 days 0.64 days 0.14 days 0.25 days 0.25 days 0.13 days 0.13 days 0.64 days Wed 10/17/12 Wed 10/17/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Thu 10/18/12 Fri 10/19/12 Fri 10/19/12 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Task Name Create database Run scripts to create database tables on SQL Server Install software on workstations Connect to database Create security profiles CRM Impementation Create database Run scripts to create database tables on SQL Server Install software on workstations Connect to database Create security profiles Integrate REMS Review table definitions Determine values to export Create data export Create validation process Create error reports Create import schedule Test import process Create backup processes Place process into production Test application system and equipment Acceptance Test (User integration) Implementation Complete Support Product Maintenance Plan Document new OS features and changes Present "support plan" for approval deliverable Approve support plan and documentation Training and Development Train IT Admins on Windows 7 Train users on Windows 7 Train IT Admins on ERP Train users on ERP Train IT Admins on SCM Train users on SCM Train IT admins on CRM Train users on CRM Develop new MS programs training manual Develop New IT Support manual Develop New Manuals for ERP Develop New Manuals for SCM Devlop New Manuals for CRM Special Forms deliverable Training and Development deliverable Close project End Design Duration 0.13 days 0.25 days 0.25 days 0.13 days 0.13 days 0.63 days 0.13 days 0.25 days 0.25 days 0.13 days 0.13 days 1.5 days 0.5 days 1 day 1 day 0.75 days 0.38 days 0.38 days 0.25 days 0.25 days 0.13 days 5 days 3 days 1 day 5 days 1 day 2 days 1 day 1 day 44 days 1 day 2 days 4 days 2 days 4 days 2 days 4 days 2 days 3 days 2 days 2 days 2 days 2 days 1 day 2 days 0.71 days 1 day 52 Start Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Wed 10/24/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Thu 10/25/12 Thu 11/1/12 Fri 11/2/12 Tue 11/6/12 Tue 11/6/12 Wed 11/7/12 Fri 11/9/12 Mon 11/12/12 Tue 11/13/12 Tue 11/13/12 Tue 11/13/12 Thu 11/15/12 Wed 11/21/12 Mon 11/26/12 Fri 11/30/12 Tue 12/4/12 Mon 12/10/12 Wed 12/12/12 Mon 12/17/12 Wed 12/19/12 Wed 12/26/12 Fri 1/4/13 Tue 1/8/13 Wed 1/9/13 Thu 1/17/13 Fri 9/28/12 Finish Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Fri 10/19/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Mon 10/22/12 Wed 10/24/12 Tue 10/23/12 Wed 10/24/12 Tue 10/23/12 Tue 10/23/12 Wed 10/24/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Tue 10/23/12 Wed 10/31/12 Mon 11/5/12 Fri 11/2/12 Mon 11/12/12 Tue 11/6/12 Thu 11/8/12 Fri 11/9/12 Mon 11/12/12 Wed 1/16/13 Tue 11/13/12 Wed 11/14/12 Tue 11/20/12 Fri 11/23/12 Thu 11/29/12 Mon 12/3/12 Fri 12/7/12 Tue 12/11/12 Fri 12/14/12 Tue 12/18/12 Wed 12/26/12 Fri 1/4/13 Tue 1/8/13 Wed 1/9/13 Fri 1/11/13 Thu 1/17/13 Fri 9/28/12 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 53 Figure 13 - Project Schedule Project Timeline Figure 14 supplies a graphical representation of the Kudler Fine Foods’ Information Plan project timeline. Figure 14 - KFF IT Project Timeline Constraints Each project implementation is contingent upon the successful completion of the previous one. The new IT infrastructure to include MS SQL database must be installed before the implementation of the other projects. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 54 Project Team A will work with identified domain experts at inception of the IT infrastructure project. The project resources will be informed of established timelines and understand the potential impact of delays in the Work Breakdown Structure (WBS) on the project. Project Team A consultants will be required to have access to server location areas, staff offices (all store locations), and have the necessary administrative rights to implement the new hardware. The remaining projects will be rolled-out in this order: ERP, SCM, and CRM. Changes in the assigned resources and access to the needed locations across the organization may negatively impact established project completion dates. Adjustments to work schedules of assigned resources, unforeseen absences, or radical variations in assumed skill-level of resources could delay the project plan. Risk Management Risks and Impacts An unsuccessful launch will result in failing of meeting organizational goals and a negative return on investment. Specifically, Kudler Fine Foods stands to lose a significant amount of revenue should the project fail. Project Team A identified the following potential project risks, probabilities, and impacts: Risk Project Delays Inadequate backbone upgrade Server Installation errors Workstation Installation errors Printer installation errors Database instability ERP installation errors SCM installation errors CRM installation errors Inadequate or insufficient training Inadequate manuals Probability 50% 40% 20% 20% 20% 40% 30% 30% 30% 10% 10% Impact High High High High Medium High High Medium Medium Low Low KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 55 Project Delays Mitigation. Costs associated with the project falling behind schedule and not completed on time is critical for KFF. Project delays would also result in a loss of new revenue sources and potential customers. Significant delays in the project could ultimately result in KFF requesting the services of a new company, or forfeiting the proposed upgrades because of lack of funding. Management. Project delays could result in penalties in the form of the amount owed to the project team. If the project team notices that a project phase will not be completed by the due date, the project team would meet with applicable stakeholders to discuss the issue and possibly request adjusting the schedule. Inadequate Backbone Upgrade Mitigation. An inadequate backbone upgrade presents a probable risk. The backbone could result in the entire project failing because all required infrastructure upgrades and enterprise solution implementations are dependent on the overall upgrade and accomplishment of the backbone installation. Any issue with the backbone upgrade will negatively impact ERP, SCM, and CRM implementations. The enterprise solutions will not function as intended, meaning that users would be forced to revert back to old methods. An inadequate backbone upgrade would prevent integration KFF’s three stores. Management. Should Project Team A determine that the backbone upgrade will not meet the KFF’s needs, KFF will be notified immediately and supplied with a corrective course of action. A meeting with executive leadership will be conducted outlining corrective actions and the time required to correct issues. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 56 Server Installation Errors Mitigation. The cost associated with purchasing and installing three new servers in KFF’s three locations is significant. If one of three of the servers is installed incorrectly or delayed, the entire project falls behind schedule. More important an incorrectly installed server could potentially result in data loss or affect data integrity, which could result in a customer’s online order being lost. Management. Should Project Team A determine that the server upgrade will not meet the KFF’s needs, KFF will be notified immediately and supplied with a corrective course of action. A meeting with executive leadership will be conducted outlining corrective actions and the time required to correct issues. Workstation Installation Errors Mitigation. Incorrectly installed workstations could result in one or all locations shutting down shutdown, resulting in revenue lost and potential loss of customer business. More important, such shut down may require hiring a new contractor to correct the issues associated with the workstation upgrades. Furthermore, workstation installation errors may result in the closure of one or more stores until the problems are solved. Also re-training of the entire staff may be required because a new contractor may recommend different software and hardware. Management. If Project Team A identifies issues with antivirus software, Windows configurations, or Internet connectivity set up, the project team will notify KFF of the issue and a corrective course of action. If identified issues take longer than a day and require additional cost, Project Team A will schedule meeting with applicable KFF stakeholders to discuss the issue and determine next steps. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 57 Printer Installation Errors Mitigation. Incorrectly installed printers may delay weekly ads, daily/weekly promotions, and daily/weekly coupons. The aforementioned delays could result in customers not knowing about current promotions or sales, or new product offerings, ultimately causing a an undesirable decline in customer satisfaction and customers taking his or her business to KFF competitors. Also printer installation errors can result in store managers not receiving daily forecast, dashboards of store performance. Management. Should Project Team A determine that printer upgrades will not meet the KFF’s needs, KFF will be notified immediately and supplied with a corrective course of action. A meeting with executive leadership will be conducted outlining corrective actions and the time required to correct issues. Database Instability Mitigation. An unstable database could cause all KFF operations to shut down. Critical information, such as inventory/stock levels, shipment quantities, employee information, kiosk information etc. is all stored on the store’s database. Database issues could result in cash registers ringing up incorrect prices. A database crash could occur at any time, which would result in the store losing functionality for an extend amount of time. Management. Should Project Team A discover database anomalies, KFF will be notified immediately and supplied with a corrective course of action. A meeting with executive leadership will be conducted outlining corrective actions and the time required to correct issues. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 58 ERP Installation Errors Mitigation. The cost associated with ERP installation errors is significant mainly because of all of the systems that rely on the ERP to work. ERP installation should integrate KFF systems. Of particular significance is the integration of KFF’s three stores locations providing faster communications and easier information sharing. Faulty ERP installs will negatively impact the SCM and CRM solutions; these modules will not be100% operational. Management. Infrastructure analysis and network analysis are conducted after every installation phase. However, if errors in any implementation phase, Project Team A will request meeting with applicable KFF stakeholders to discuss possible causes of installation errors along with corrective actions to resolve the problem. SCM Installation Errors Mitigation. There is a medium risk associated with errors occurring during the installation of the SCM. The SCM solution allows for the better management of the complete supply chain process, from suppliers, to vendors, and all stops in-between. With the SCM solution, all KFF locations receive the same price information on products being purchased. Also the SCM solution provides more accessibility and improves relationship building with current and potential suppliers. If the SCM is installed incorrectly or contains errors, functionality will be lost causing KFF stores to revert back to manual processes using legacy systems. Management. Infrastructure analysis and network analysis are conducted after every installation phase. However if errors in any implementation phase, Project Team A will request meeting with applicable KFF stakeholders to discuss possible causes installation errors along with corrective actions to resolve the problem. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 59 CRM Installation Errors Mitigation. Kudler Fine Foods is all about customer delight, ensuring its customers receive best customer service and support. A CRM solution would automate, organize, and synchronize business processes throughout the enterprise. CRM would provide KFF with improved functionality and features to find and attract new customers while retaining its current customer base. Also implementing a CRM would reduce costs associated with marketing and client services, which will ultimately increase profits. A CRM system that does not function correctly could result in dissatisfied customers; the potential revenue loss and could bring future expansion efforts to a standstill. Management. Infrastructure analysis and network analysis are conducted after every installation phase. However if errors in any implementation phase, Project Team A will request meeting with applicable KFF stakeholders to discuss possible causes installation errors along with corrective actions to resolve the problem. Insufficient Training Mitigation. Training is a critical element, especially during infrastructure and system upgrades. Proper training will ensure that end users have a firm understanding of systems, software, and how to use the applications. Also, sufficient training ensures that all employees can use new applications to perform job functions efficiently and effectively. Insufficient training could result in employees becoming frustrated with systems, applications, or hardware resulting in not using applications to their full capability, thus increasing inefficiency and decreasing work quality. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 60 Employee frustration is most often passed on to customers; customer service and satisfaction deteriorates. For example, inadequate training of the new systems could result in increased customer wait times because cashers are unfamiliar with a new system. Training issues could result in KFF losing customers and employees because of their frustration with the company. Management. If this occurs a meeting will be scheduled to discuss additional training requirements. Inadequate Manuals Mitigation. Having user manuals is very important to any organization. Training manuals provide training of new employees, refreshers, and more important, a references guide should any issues arise. Inadequate or incomplete training manuals can cause storewide frustration. For example, if a printer stops functioning, on could reference a manual to identify the problem/solution and possible ways of resolving the issue, or provide help desk contact information. Insufficient references could result in the need for outside consultants to isolate the and resolve the issue; the organization’s overhead cost would increase. Management. Project Team A will request meeting with applicable KFF stakeholders to discuss required additions training manuals, along with deletion of documentation deemed unnecessary by KFF stakeholders and the project team. Risk Mitigation Through its thorough analysis of Kudler Fine Food’s initial project plan, ProjectTeam A fully understands that project stakeholder commitment and responsibility are critical in successful risk management (Marchewka, 2009). KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 61 Also the project team and KFF fully understand the important role that risk management plays in the successful implementation of the IT project implementation plan. In addition to the aforementioned risk management processes, Project Team A will exercise the following risk management processes as defined in the Project Management Body of Knowledge (PMBOK): Risk Management Planning – Project Team A will determine the best approach and plan risk management activities Risk Identification – Project Team A will work in concert with KFF to identify other project risks in addition to previously identified project risks Qualitative Risk Analysis – Project Team A will conduct qualitative analysis regarding impact and likelihood of identified risks Risk Response Planning – Project Team A will develop procedures to reduce risk threats Risk Monitoring and Control – Project Team A will provide an early warning system for monitoring new and identified project risks to ensure risk response implementation is conducted as planned and as intended (Marchewka, 2009) To ensure that past and potential risks are identified, managed, and mitigated as necessary, Team A will use the following IT Project Check List as a guide in its risk management and mitigation processes: Ensure funding for the project is secured Ensure sufficient funding is in place Ensure senior management approval of all project funding Ensure all project team members possess required skills to complete the project Ensure project has adequate resources, including manpower to complete the project Ensure that project goal and deliverables are reasonable and achievable Ensure a clearly defined project scope Ensure clearly defined scope changes as appropriate and necessary (Marchewka, 2009) Milestones Milestones represent significant dates where a project team should periodically stop and survey progress to ensure the project is not over budget or behind schedule. Because most project teams use the traditional System Development Lifecycle (SDLC) as a project management tool, KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 62 milestones can easily be established at the conclusion of each cycle phase. The project milestones are as follows: Milestone Analysis Complete Design Complete Implementation Complete Approval of Support Documentation Training and Development Complete Date 8/14/2012 9/28/2012 11/2/2012 11/12/2012 1/16/2013 Deliverables During the duration of the project, Team A will provide Kudler with status updates in the form of deliverables. To ensure that KFF fully understands the information presented, a report will be generated providing the results for each project phase. The status reports will outline all events that occurred during each phase of the project; measuring the success each deliverable will be determined by the delivery date. If the deliverable was completed on time, the deliverable will be closed out as successful. If deliverables are late, additional documentation will be submitted with the deliverable outlining the reason for late completion. The deliverables provided to KFF are as follows: KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 63 Deliverable Contents Due Date Feasibility report Approved project plan 7/12/2012 Infrastructure report Documentation from infrastructure review Completed analysis review outlining current IT use and needs 8/1/2012 Application design report Design solutions will be provided 9/28/2012 Implementation design report Implementation plan with supporting documentation Test results during implementation stage Solution documentation for any corrective actions taken 10/9/2012 Support plan 11/12/2012 Training and Development Program training manuals IT support manual Training class documentation for all employees Maintenance plan Software/hardware manuals Training class schedule Help desk information 1/11/2013 Performance Measurement The performance measurements that will be used for this project are Schedule Variance (SV), Cost Variance (CV), and Cost Variance. The value will be entered when the IT project is approved. Performance measures for the project will be presented to the project sponsor and stakeholders each month. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Metric Baseline Cost Abbrev. BAC Description 64 Formula Baseline cost to complete project Hours x Cost BAC *% Actually Completed Earned Value EV Work spent on budget without regard to cost Actual Cost AC Actual costs incurred Cost Variance CV Work completed/cost to complete EV/AC Schedule Variance SV Schedule slippage measurement. Budget for work completed and cost of work schedule EV/PV KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 65 Conclusion A thorough analysis of the current status of the Kudler Fine Foods’ IT systems was conducted by Project Team A. The documented recommendations were based on the organization’s mission statement, objectives, and current status of the IT systems. The upgraded infrastructure, addition of enterprise software solutions, integrated systems, and centralized repository provide the base for required improvements. The new IT infrastructure is scalable and robust. The IT systems have the ability to expand as the business continues to grow. Team A is confident that the recommended solutions outlined will aid the company in achieving its information technology vision. KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN Approvals Project Management Plan Project Name: Kudler Fine Foods Information Technology Plan Date: July 30, 2012 Plan Release #: 1.0 Project Manager: Tara Coston, Project Team A Approvals: Project Manager _______________________________________ (Signature) __________________ (Date) Tara Coston - Project Manager Project Team A Project Manager University of Phoenix, CMGT/578 Project Sponsor _______________________________________ (Signature) __________________ (Date) KenRoy Regester, Sr. - Project Sponsor Instructor University of Phoenix, CMGT/578 Executive Sponsor _______________________________________ (Signature) __________________ (Date) Harvey Stephens - Executive Sponsor Director Finance & Accounting Kudler Fine Foods – Finance & Accounting Office Executive Sponsor _______________________________________ (Signature) Kathy Kudler - Executive Sponsor President Kudler Fine Foods – Corporate Office __________________ (Date) 66 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 67 References Apollo Group, Inc. (2007, 2010, 2011). Kudler Fine Foods Accounting System Overview. University of Phoenix Virtual Organizations Portal. Retrieved from https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/accountingsystem-overview.asp Apollo Group, Inc. (2007, 2010, 2011). Kudler Fine Foods Human Resources - HRIS System. University of Phoenix Virtual Organizations Portal. Retrieved from https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/hris.asp Apollo Group, Inc. (2007, 2010, 2011). Kudler Fine Foods Information Technology - Databases. University of Phoenix Virtual Organizations Portal. Retrieved from https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/databases.as p Apollo Group, Inc. (2007, 2010, 2011). Kudler Fine Foods Information Technology - Networks. University of Phoenix Virtual Organizations Portal. Retrieved from https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/networks-La Jolla.asp Apollo Group, Inc. (2007, 2010, 2011). Kudler Fine Foods. University of Phoenix Virtual Organizations Portal. Retrieved from: https://ecampus.phoenix.edu/secure/aapd/cist/vop/Business/Kudler2/intranet/index.asp Apollo Group, Inc. (2011). Service Requests - Kudler Fine Foods. University of Phoenix Virtual Organizations Portal. Obtained from: https://ecampus.phoenix.edu/secure/aapd/cist/VOP/ServiceRequests/index.asp#Kudler Fine Foods KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 68 Baltzan, P., & Phillips, A. (2010). Business Driven Technology (4th ed.). New York , New York: McGraw-Hill Irwin. Bluehost. (2012). Retrieved from http://www.bluehost.com/ Hewlett Packard. (2012). HP Pro 3400 Microtower PC. HP Small & Medium. Retrieved from http://shopping1.hp.com/is-bin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStoreSite/en_US/-/USD/ViewProductDetailStart;pgid=VQtwlVlq1WhSR0YjI7OLrDjz0000qjMqE6Wd;sid=dL2PGx6l1LKLG06w_ PREj8eqprO3aiZZrOE=?ProductUUID=wcsQ7EN5je4AAAExfzkUGseH&CatalogCate goryID=5lsQ7EN6AvkAAAEurBE4ORF3 Hewlett Packard. (2012). HP ProLiant ML350p Gen8 E5-2620 1P 8GB-R P420i/512 LFF 460W PS Svr/S-Buy. HP Small & Medium. Retrieved from http://shopping1.hp.com/isbin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStore-Site/en_US//USD/ViewProductDetailStart?ProductUUID=OMMQ7EN5IbUAAAE1HBxqiUJL&CatalogCategoryID=aRQQ7 EN5k24AAAEuqW0sTi_4 Indeed. (2012). Salary Search. Indeed - One Search, All Jobs. Retrieved from: http://www.indeed.com/salary?q1=infrastructure+analyst&l1=san+diego Linkedin Corporation. (2012). Consultant billing rates. Linkedin Answers. Retrieved from: http://www.linkedin.com/answers/management/organizationaldevelopment/MGM_ODV/808436-2870424 Marchewka, J. T. (2009). Information technology project management (3rd ed.). Hoboken, NJ: John Wiley & Sons KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 69 Matthews, D. (2012). IT project portfolio. CMGT/578 – CIS Strategic Management. University of Phoenix, Online Microsoft Corporation. (2012). Buy Microsoft Office 2010. Microsoft Office - Products. Retrieved from http://office.microsoft.com/en-us/buy/ Microsoft Corporation. (2012). Release documentation for Windows Small Business Server 2011 Standard. Microsoft | Technet. Retrieved from http://technet.microsoft.com/enus/library/gg491249.aspx Microsoft Corporation. (2012). Windows 7 system requirements. Retrieved from http://windows.microsoft.com/en-US/windows7/products/system-requirements Microsoft Corporation. (2012). Windows Server 2008 R2 Active Directory Overview. (2012). Retrieved from http://www.microsoft.com/en-us/servercloud/windows-server/active-directory-overview.aspx Open Source Matters, Inc. (2005, 2012).Technical requirements for Joomla. Retrieved from http://www.joomla.org/technical-requirements.html Oracle (2012). Products. Retail Store Operations Inventory Management. Retrieved from http://www.oracle.com/us/products/applications/retail/store-operations/inventorymanagement/overview/index.html Oracle (2012). Solutions. Cloud Customer Experience. Retrieved from http://www.oracle.com/us/solutions/cloud/customer-experience/overview/index.html TechTarget. (n.d.). Quick Books definition. WhatIs.com. Retrieved from: http://whatis.techtarget.com/definition/QuickBooks Top10ERP. (2008, 2012). ERP Software Systems Index. Retrieved from: http://www.top10erp.org/erp-software-comparison-automotive-industry-160 KUDLER FINE FOODS INFORMATION TECHNOLOGY PLAN 70
