Question: 1. Unified Communications System (e.g., email, conferencing, and messaging) - The local area network is slower than needed, especially for newer, cloud-based applications. The email system needs refurbishment and should include instant messaging as well as video conferencing on demand.
Objectives: 1. Decide on a client-based email application or cloud service email.
2. Email application should include an IRQ messaging center and have access to tablets and smartphones.
3. Research and select a desktop video conferencing application.
Activities: 1. Plan and implement Microsoft Exchange in the central data center. Push 2016 Outlook to all PCs and company computing nodes.
2. Use Google Hangout for video audio conferencing and have each employee sign up for their own account.
3. Use the instant message feature in Google Hangouts to provide user IM and IRQ services via their desktop. Embed Google Hangouts app on company cell phones to extend the reach of this capability.
2. Enterprise Resource Programming (ERP) System and Internally Facing Business Support Systems - The company must upgrade its ERP functionality to handle the growing business and its international expansion. The system must be capable of integrating with one or multiple point-of-sale (POS) systems. This system will also involve a human resource management system (HRMS) and a materials resource management (MRP) system.
Objectives: 1. Research and select a new ERP System.
2. Determine the modules and functionality of the ERP System (to include HRMS, MRP, FICO, etc.)
3. Determine the type of platform for the ERP (e.g., in premise, colocation, SaaS).
Activities: 1. Establish a project to plan and implement business planning and control system's (BPCS) version 9.6 to upgrade the current version.
2. Assign a program manager to the project and identify sponsor, steering committee, and stakeholders.
3. Identify and document an ERP implementation resource plan. Use knowledgeable programming and support resources that know BPCSs and attempt to document this implementation (as the previous implementation failed to fully document the changes or provide a run book for operational support and usage).
4. Implement a train-the-trainer program after the version upgrade is made. Take the next year to make sure everyone in the support group and all programmers have gone through the basic new version training.
5. Use the current monthly reports to keep people informed. Add a new box on the report to indicate the progress of the project.
3. Point-of-Sale (POS) System - The company must upgrade and/or implement sales automation and customer management. There are various manual and single instance systems currently existing that must be consolidated and/or refurbished or replaced to support the growth of the company, especially in the international marketplace.
Objectives: 1. Consolidate and select a point-of-sale system that will operate anywhere in the world.
2. Research, select, and implement a new Salesforce automation system.
3. Research, select, and implement a new customer response/relationship system.
Activities: 1. Dovetail the current, various POS systems and manual methods in lieu of this new system. Determine if an in-house application or a SaaS service is better suited to the company.
2. Get together with the sales and marketing groups in each region and let them implement their own point-of-sale system. Make sure each of these applications can be customized to fit the Hyperion reporting system that will gather the data monthly for reconciliation and reporting.
3. Consolidate all the customer data from the different regions and put it into an MS Access database. Make the database accessible to the intranet so that all employees can get to it via that portal.
4. After the MS Access database is developed and implemented, train everyone who wants to be trained on the system. Try to cover all daily users and customers of the system within the current year.
5. Streamline the batch data exchange between the BPCS system and the Access database with customer data. Consider going to a new format for tape that takes less time to copy and load. Current data rollovers are taking almost all night, and as the data increases, so will the rollover time to load.
4. Customer Relationship Management (CRM) System - The company must upgrade and/or implement a unified CRM. There are various manual and single instance systems currently existing that must be consolidated and/or refurbished or replaced to support the growth of the company, especially in the international marketplace.
Objectives: 1. Research, select, and implement a new customer response/relationship system.
2. Consolidate all instances of Salesforce CRM within the company including non-SFDC CRMs and customer ticketing systems. Consolidate Salesforce customer relationship management (SFDC CRM) into a single corporate entity.
Activities: 1. Roll over current customer data into a consolidated SQL database and allow users that need access authentication into the database.
2. Develop an offline output data source with all the different SFDC instances and make the consolidated database available to authenticated users.
3. Develop a new UI in the SharePoint intranet to control and monitor the data for use by both sales and customer service.