Advance Writing

Trusty Carpets will require a series of key personnel to implement critical tasks and fix any issues that may arise during the development of the proposed technology solution. The success of the project entails the personnel needed for this task correlate with the use of the spiral model, which is an agile approach similar to the waterfall system development life cycle (SDLC) (Kay, Russell, 2002 pg. 1). This approach will ensure the technology solution is completed as efficiently as possible while allowing modifications to completed stages when needed (Tutor, March 2012). The SDLC used will consist of the following areas: Preliminary Investigation and Project Planning Phase; Requirements Definition: System Design; Systems Development; Systems Installation; and Systems Evaluation and Monitoring. This list of 6 phases should match what follows (8 phases)The following personnel will be utilized for Trusty Carpet’s technology solution for the following SDLC phases:

1. Preliminary Investigation and Project Manager (Project Planning Phase): The systems analysts, used by Trusty Carpets,will conduct a preliminary investigation to identify company’s objectives and the scope of the problem. This information will be summarized in a document, the feasibility report, then presented to Jerry, executives of Sererra, and other stakeholdersto determine if incorporating new technology, remaining with the status quo, or making slight changes to current business operations will benefit the company. The feasibility report will consist of three components: economic feasibility which evaluates tangible cost and benefits associated with the proposed project; technical feasibility which will identify if the hardware and software needed is available for purchase or can be developed during a reasonable timeframe; and operational feasibility which focuses on stakeholders use, support and operation of the proposed system. Is it possible that this business case could serve as the feasibility document? Keep in mind what a small outfit Trusty Carpets is.

The information obtained from this study will allow the Project Manager, Trusty Carpets and all outsourced partners to review the objectives to identify and study the problemsbefore contributing towards the development of the proposed solutions. This information will originate from customers, employees, suppliers, and by observing Trusty Carpets’ competitors. Once collected,it will be used to determine if the company should maintain the status quo, make slight improvements to existing business operations, or invest in new technology. The chosen option will reduce or eliminate data errors and redundant output, eliminate or reduce current paper-based operations, improve current marketing techniques, allow integration between the company and its subsidiaries, will be user-friendly, improve data security as well as reduce costs. Once a proposed solution has been determined, a description of the cost & benefits of each solution and recommendations will be defined to clarify which solution offers realistic benefits and is financially feasible for the company. (all this will be in this final business case, right?)

The project manager will delegate responsibilities and ensure the entirety of the technology solution is completed in a timely manner and within budget. In addition,the project manager will ensure to adjust and rectify problems that could deter the Trusty Carpets organization from not completing its technology solution if issues or problems should arise during the project. The feasibility report will be read by influential stakeholders ofTrusty Carpets and used to decide if the next phase will be implemented.

2. Requirements Definition (Systems and Requirements Phase): During this phase an analysis or a study of existing business operations is conducted to get an understanding of how the new solution differed from the company’s current business practices. This phase will explainhow positions and taskswill change once the new technology is implemented. Trusty Carpet’s data will be gathered from written documents, company employees, outsourced business partners, observation of company employees, and operations at work. The data collected will be analyzed using diagrams to represent how the data will flow through the system.

This diagramwill include inputs, outputs, and file storage. Once the analysis is completed a report will be written. This report will explain how Trusty Carpet’s current business operations work, define all problems that exist, and give a description of requirements needed for the system and provide recommendations for what the company should do next. The project manager will set all schedules and the systems analyst will ensure that the required information system products are acquired for the technology solution, including warranty products, anti-virus programs, and other components. The systems analyst will communicate with the vendor Sererra for costs of all products that will be utilized for Trusty Carpet’s technology solution.

3. Sererra’s Network and Design Personnel (Systems Design Phase): A preliminary design will describe the functional capabilities of a proposed solution. It will review the system requirements and consider the major components of the system. Prototyping is usually implemented during this stage. During prototyping, part of the new solution will be developed in order to quickly test and evaluate how the solution will benefit Trusty Carpets’ employees. Information derived from the prototype will determine if the solution should be redesigned or fine-tuned. In addition, the CRM/ERM solution will be integrated in this phase so Sererra can solve any emerging issues that may arise in designing the capabilities of the proposed solution.

A detail design will be created to describe general capabilities that were presented in the preliminary design. This document will provide Trusty Carpets with the following: output and input requirements which will include layouts, volume of data, frequency of data, origination of input and reports destination; storage requirements which consists of content of data, size of the databases, types and frequency of updates and inquiries; processing requirements, system controls requirements to determine accuracy, authenticity, security and flexibility requests for the proposed system’s input, output, processing, and databases. Further specification of crash recovery and auditing requirements will also be considered; and backup procedures, which will include the length of time and rationale for retention. A final report will be developed and presented to stakeholders.

4. Sererra’s Software Developers (Systems Development Phase): During this phase the software and hardware will be acquired and the system will be tested. Trusty Carpet’s will consider a cloud-based technology solution, which means the software package will be provided by Sererra; an outsourced cloud computing host and IT contractor. The cloud provider and Serrerawill be responsible for purchasing all hardware needed at the store.The project and the selected vendor, Sererra, will integrate the overall design and diagrams of the technology solution. Sererra will develop layouts of how the technology solution will be set up in the Trusty Carpet store and where all the information systems components will be set up and installed.

Once the hardware and system are in place, the system will be tested in two stages, which are unit testing and system testing. Unit testing will allow individual sections of the system to be examined using sample data. This testing will individually examine the ERP and the CRM applications that will be used by Trusty Carpets. Next is the system testing which will require the software and hardware to be linked, along with the use of test data, to get a clear indication as to how the parts will work as a unit. Trusty Carpets’ actual data could also be used during this phase to test the new system. This testing will provide information as to how the new technology reacts to erroneous and massive amounts of data inputs. Diagrams will serve as representations of Sererra’s overall outlook on in what manner the technology solution will operate and perform for Trusty Carpets.

5. Sererra’s Information Systems Personnel (Implementation Phase): The success of the project will depend on the method used to implement the new system. Trusty Carpets, the PM, and Sererra will determine the manner in which to convert to the new system so that daily operations will have minor disruptions. The use of Phased Implementation will allow parts of the new system to be phased in separately, at different times, allowing end users to adapt to the system without becoming overwhelmed.

Sererra staff will provide Trusty Carpets’ employees training as one-on-one, online, or in-person teaching group. Using this approach will also be financially feasible for the company allowing daily operations to continue even if issues with the new system arise during development. Oncethe PM reviews and approves the diagrams and layouts, Sererra will implement the design and hardware infrastructure for Trusty Carpet’s technology solution. Sererrawill also be responsible for the installation of the followingcomponents: Software-as-a-Service (SaaS), NetSuite ERP, Microsoft Dynamics CRM, NetSuite Open Air Connect, and Microsoft office, based on the CRM/ERP technology solution that Trusty Carpets will implement.

6. Sererra’s Network Systems and Security Personnel (Testing Phase): After all Trusty Carpets information systems components are installed, Sererra will test the technology solution through real-life scenarios with Trusty Carpet’s personnel. The technology solution will be evaluated to determine if flaws or errors are present during the testing phase. All errors or issues hindering the successful implementation of the proposed solution will be eliminated or adjusted to ensure superior technology performance for Trusty Carpets.

7. Trusty Carpets Manager, Project Manager, and Sererra’s Information Systems Manager (Acceptance Phase):When all the technology solution’s errors and issues that will reduce performance of the technology solution are resolved; comments or suggestions will be provided fromSerrera’s information systems manager to the Trusty Carpets manager, and project manager. This will allow Trusty Carpets the opportunity to convey whether they are satisfied with the final product that’s been implemented for them. Based on the comments of Trusty Carpet’s personnel, Serrera will modify the technology solution so that it will best suit the needs of the Trusty Carpet organization.

8. Sererra’s Information Systems Personnel (Maintenance Phase): This phase is continuous and requires that Sererra conduct ongoing monitoring of Trusty Carpets new technology system. After Trusty Carpets has accepted the technology solution as its new information system, Sererra will sign a contractual agreement that indicates their responsibilities to the Trusty Carpets’ organization. Sererra will handle all issues and software updates through the life of the contract. The vendor will also be responsible for the following: anti-virus updates, tablets not functioning properly, data received and sent aren’t being updated; all will be fixed by Sierra.

As previously indicated the spiral model system development life cycle will provide the framework for Trusty Carpets’ proposed technology implementation. The full implementation of this project will take approximately 6 months. The SDLC phases that will be used for this project are shown in Table 1 below:

Keep in mind that this is a small store, with just Jerry and two employees (and some business partners and the accountant). What you have described would be much more appropriate for a larger organization with more complex requirements. Phasing in the CRM and ERP functionality is a good idea, but this project plan does not show that.

The Proposed implementation of a CRM/ERP system involves lots of resources and requires proper planning. It will require integration of CRM/ERP system to a central platform in order to collect customer and business information from different departments. As a subset of project management, risk management is used to identify and analyze risks, and develop plans to reduce their impact. It is not only important to identify risks but to mitigate them as well. Trusty Carpets risk management plan is to identify potential risks, assess the impact of the risks, and to mitigate or manage them to reduce impact. Figure 1 below depicts the risk management process.

As stated above the implementation of a new CRM system will present security issues. Small businesses that incorporate technology into its daily operations, to compete with larger corporations, are exposed to similar security fears but with the availability of limited resources to prevent or resolve the security attacks. There will be security issues associated with Trusty Carpets physical location and hardware used by the staff. Physical security threats include break-ins, internal threats associated with current employees, external threats from competitors or former employees, accidents and natural disasters. Trusty Carpets and its business partners will strive identify and mitigate security threats before they cause harm to the company. In the case of Trusty Carpets physical security, threats could consist of the following:

Poor security to the business premises: This entails the unauthorized access to the facility during unusual business hours (thieves, current and former employees and business partners). Without proper security measures in place Trusty Carpets’ on premise and mobile hardware, as well as it physical infrastructure, could be loss, stolen, or vandalized (accidently or intentionally).

Unforeseen occurrences: Natural Disasters, unforeseen occurrence, is another security risk that will be reviewed by Trusty Carpets and its subsidiaries. This includes earthquakes, hurricanes, floods, lightening, power outages and fire which can cause severe damage to the building and all equipment located in the business.

Trusty Carpets’ operational security threats could consist of the following:

The lack of established controls: The lack of policies and procedures will likely disrupt Trusty Carpets daily business performance. As previously stated, untrained staff invites security issues that will allow unauthorized access to the facility, business assets as well as internal and external threats. Unfortunately for Trusty Carpets, these inexperienced individuals are unaware of how dangers their actions can be. Without guidelines and proper training Trusty Carpets’ employees will be unprepared to safely operate the new technology, which will be counterproductive for the company.

Improper disposal of sensitive paper-based documents : Currently a paper-based operation, Trusty Carpets will have to incorporate a secure method to dispose of data-sensitive documents once the proposed solution is implemented. There are strict regulations and fines related to the mismanaging of sensitive materials. Also improper dispose of paper-based documents invites cyber criminals who will use the information obtained to exploit company vulnerabilities.

Unauthorized changes to customer accounts: This data integrity threat could occur accidently due to Trusty Carpets’ employee’s inexperience with the proposed solution. These individuals are untrained so they will be naïve to the security issues associated with data entry errors or programming errors, which could cause a system to crash.

Inappropriate access to critical information and systems: Inside attacks from Trusty Carpets’ employees and outsource partners will be considered. These attacks may involve disgruntled current or former employees or business partners whose intend is to cause harm or disruption to the company. Current employees are in the position to cause the most damage because of the knowledge that they possess. These individuals would have access to codes and security measures that former employees and business partners would not have. This includes staff leaving printed sensitive documents in public places. These staff members will also have the opportunity to plant viruses, Trojan horses, worms, as well as disclose privy company information to competitors.

Data sharing employees using mobile devices: Trusty Carpets using a mobile sales force will definitely have its benefits but there are several security disadvantages to consider: Wireless transmissions are not always encrypted so information sent in emails can be intercepted during transit. Malware may be present in downloadable mobile applications, which can cause havoc for a company. Mobile devices’ operating systems has to be updated just as laptops and desktops. Unfortunately, if the mobile device is two years or older the manufacturer no longer supports these devices which leave these devices exposed to vulnerabilities. Most mobile devices are not equipped with firewalls, which prevent hackers from gaining access to the device and its contents.

Trusty Carpets’ initial objective is to develop a security plan that will be used to manage any security issues that may rise after the proposed solution is applied. It will protect Trusty Carpets main assets: customer and financial information. In order to successfully design this security plan, a security assessment is needed. Trusty Carpets will use Sererra, an experienced company knowledgeable in this area, to perform this security measurement. Most of the information used for this evaluation will be obtained from employees and business partners of the company. Sererra’s project team will be used to interview on-site staff and offsite business partners to obtain feedback on how the security plan may affect them as a whole. Sererra will accumulate additional information to complete the security assessment by evaluating the following security measures:

Application Security Measures: Application security guard Trusty Carpets’ business applications from exterior dangers with the use of software, hardware, and routine techniques. As applications become more accessible over networks, security threats become an uncontrollable concern. Applications that include security measures will minimize unauthorized code that allow malicious attackers to access, steal, modify or delete data. Firewalls are the most popular software countermeasure used by installed programs. Firewalls prevent sensitive data from being exploited by outside sources. They also reduce risks to company servers and provide protection from routing-based attacks.

Network Security Measures: Network Security Measures ensure that Trusty Carpets’ wireless network will be password-protected and secure. Network Security will also keep the company’s network invisible to outside intruders. This measure prevents company staff from disabling firewalls and adjusting network settings, which will be activated by the company’s administrator. Sererra will be responsible for all Trusty Carpets’ system updates and patches, which are explored in this section. Network security software also provide antivirus protection, anti-spyware, anti-spam protection, and VPN (to access the company’s network remotely and securely). Network Security VPN also provide Trusty Carpets’ guest Internet access without fear of compromising the business network. Certain parameters will be established to ensure that the data shared between Trusty Carpets’ and its business entities are not compromised by unauthorized users, this includes hackers breaching the company’s network, or any confidential information will be released or obtained illegally.

Data Security Measures: By providing a clear view as to how its data is gathered, used and revealed, Trusty Carpets and Sererra can create in-house privacy and security policies that will be applied to identify who would be approved access to certain private data, how to protected this data and instructions for removing or extinguishing the data once it’s no longer needed. These policies and procedures will be updated periodically. Social media guidelines will be written for Trusty Carpets’ employees who use social media sites for work purposes. The employees will be given strict instructions on how to avoid disclosing confidential or trademarked company information. This will eliminate employees visiting the sites for personal use by bequeathing employers the ability to access staff personal accounts.

Physical Security Measures: Trusty Carpets’ physical security measures will prepare the company for potential attacks against environmental disasters and accidents. These measures will allow prepare the company for structural break-ins and employee thefts. Trusty Carpets will obtain the services of FrontPoint Security to provide security measures such as 24 hour monitoring; entry and motion sensors; smoke and heat detectors; and flood, temperature and carbon monoxide detectors. The security company will provide surveillance and notifications systems that incorporate cameras and an alarm system for Trusty Carpets. FrontPoint Security will correspondingly provide Trusty Carpets with cellular and Internet monitoring.

Recovery and Backup Measures: Trusty Carpets will have a separate database system stored offsite for backup and recovery in the event of an infrastructure disaster. Trusty Carpets will also use cloud-based technology to store company’s data in virtual databases. Trusty Carpets and Sererra will develop a disaster recovery plan that will provide recovery procedures; identity employees that will participate in the recovery and what their duties will entail; the software, hardware and amenities will be utilized; and the significance of applications that will be administered.

Implementing a wide view will allow Trusty Carpets to plan ahead for impeding threats, allowing the company’s profit margins to grow successfully. Each constraint will be weighed carefully to determine what to do and how to balance these issues with the company’s daily operations and security measures. The information obtained from the security measures will be used to formulate the security plan. Sererra will use the Microsoft Baseline Security Analyzer and Security Guide for Small Business as guides to create a security plan for Trusty Carpets. This information will enable Sererra, Trusty Carpets and its’ business entities to promptly identify security issues and take action to reduce this issues in the future.

Access management: Sererra will define the access controls that will be used by Trusty Carpets’ key administrators, and any designated employees, to create and access user accounts. These controls will allow employee secure entree to company resources from any location using any device that offer Internet capability conveniently. These controls will also define which of Trusty Carpets’ employees will be authorized to delete users accounts.

Password Procedures: Sererra will be responsible for Trusty Carpets’ password management to reduce security risk. Sererra will implement user name and password procedures that will be included in Trusty Carpets’ Security Plan. The procedures will define how end user will create a user name that will allow them access to the company’s proposed system as well as the letter, symbol and number combination that is required. Password guidelines will be given explaining how frequently passwords will be changed; the combinations of letters; numbers and symbols needed to create the passwords. The Security Plan will also include a list of passwords do’s and don’ts that will be helpful for Trusty Carpets’ employees and business partners.

Network Access Management: Sererra will be responsible for managing secure access to the Internet for Trusty Carpets’ staff and business partners. Sererra will also ensure that remote and mobile users have secure access to the company’s data with the use of encryption techniques. This security feature will scramble digital data before transmission and then decrypt the data when collected. Encryption features are also available with Microsoft Operating System. Trusty Carpets will use both software and hardware firewalls for added security.

Firewalls are used to monitor network activity for apprehensive data to avert unauthorized entree. Firewalls also examine network movement for correct passwords or security measures; only permitting approved users entrance in or out of the network. Microsoft Operating Systems have integrated firewalls that could be galvanized immediately. Hardware firewall integration is available with the use of a router but Trusty Carpets would benefit more by using a business router instead.

Business routers will provide Trusty Carpets with antivirus, anti-spyware, and antispam protection. This router will also support VPN, to allow the company’s remote users secure access to the network, and guest Internet access to in-house visitors without completely exposing Trusty Carpets’ network. UTM is another firewall that will be considered due to the antivirus and malware protection, content filtering, and intrusion detection and prevention features that are offered.

Trusty Carpets’ top security priorities will receive immediate attention from Sererra, the IT consultant, and FrontPoint Security, used for physical security. The remaining task will be resolved, in the order of priority, by Trusty Carpets’ on-site staff and offsite business partners.

The top security priorities will be completed immediately and the remaining task will be resolved within a reasonable timeframe, (a month at the most) after the implementation of the proposed technology. For security breaches to Trusty Carpets’ network, Sererra will respond immediately during and after office hours. Sererra will also be held accountable for any technical changes that require immediate attention.FrontPoint Security physical security offers immediate response time to deal with serious incidents.

Sererra will install and provide ongoing maintenance and updates to Trusty Carpets’ business applications regularly. Sererra will also ensure that backup and restore procedures are in place as well as properly configure and update new computer equipment.

The Performance Measures area will discuss the improvements that Trusty Carpet want to accomplish within a designated time in the near future, after the implementation of Microsoft Dynamics CRM solution. In section II of this document identified improved efficiency and expanded reach to achieve competitive advantage and future expandability as the strategic goals of Trusty Carpets. The Performance Metric will track the progress of these goals using return on investment (ROI) as the measurement. Once received, the information will be reviewed and used to determine if the company is moving in the right direction or if changes to the performance measurement process should be made. The initial goal of the performance measure process is to improve business operation using present performance methods and reducing any occurrence that may result in a decline in business.

This business case presents a persuasive explanation for Trusty Carpets need to implement a customer relationship management (CRM) solution in order to improve efficiency and expand market reach to achieve competitive advantage and future expandability. We recommend immediate action to implement the above solution. The benefits of the CRM solution would provide Trusty Carpets with a long term future of being able to adapt to the new age of technology, staying ahead of all competitors in their industry, and attract new customers to continue future scalability.

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ComponentsPriceQuantityTotal

References

Verizon ISP for small business

$89.991 year service$1,080.00http://www.verizon.com/

McAfee Total Protection 2014 included with

Verizon ISP

$0.001 year service$0.00http://www.amazon.com/

Wireless N 4-Port HIS Gateway Modem/Router

$0.001 year service$0.00

http://www.discountmountainsoftware.

com/

Verizon iPad Air2 (3) 2 year phone contract

$91.933$2,189.52http://www.verizonwireless.com

Verizon iPad Air2 (3) service plan and warranty

$83.402 year warranty$250.20http://www.verizonwireless.com

Verizon Jet Pack MiFi service plan and warranty

$75.992 year warranty$75.99http://www.verizonwireless.com

D-Link 24 Port Gigabit Switch

$94.651$94.65http://www.alinc.com/

LG Chrome Base All-in-One Cloud Desktop

$349.951$349.95http://www.erpsoftware-news.com/

Microsoft Office 365 Business Premium (6)

$90.001 year service$1,080.00http://www.sugarcrm.com/

NetSuite ERP license pricing (1 full user and 10

limited users)

$399.001 year service$4,788.00http://www.sugarcrm.com/

MicroSoft Dynamics CRM+ (3) this includes

Sererra fee

$528.001 year service$19,008.00http://www.sugarcrm.com/

Installation/Mitigation Costs (labor, setup

servers, mitigate data & applications to new

servers)

$1,900.001 time fee$1,900.00http://www.trialworks.com/compare

Typical IT Managed Services/maintenance

contract

IncludedIncluded$0.00http://www.trialworks.com/compare

Typical offsite or online backup costs

IncludedIncluded$0.00http://www.trialworks.com/compare

Third-Party spam-filtering and/or POP3 email

costs

IncludedIncluded$0.00http://www.trialworks.com/compare

A typical Monthly fee 10-user company ($100

per user, per month)

$1,000.0012$12,000.00http://www.trialworks.com/compare

Allotment for unplanned server repair or

recovery costs (over life of server

IncludedIncluded$0.00http://www.trialworks.com/compare

CWR Mobile CRM (3)

$25.001 year service$900.00http://www.trialworks.com/compare

CWR Mobile CRM setup fee (3)

$60.001 time fee$180.00http://www.trialworks.com/compare

Brother Printer/Scanner/Copier/Fax

$160.001$160.00http://www.xrm.com/

HP 2000- 2B89 WM 16-inch Laptop (2)

$608.402$1,216.80http://www.amazon.com/

2 year laptop warranty (2)

$91.812$183.62http://www.amazon.com/

FrontPoint Security monthly fee (activation &

installation are free)

$34.991 year service$419.88

http://home-security-monitoring-

review.toptenreviews.com/?cmpid=ttr-

bnd

MailChimp (1500 subscribers unlimited emails)

$20.001 year service$240.00

http://mailchimp.com/pricing/growing-

business/

TOTAL

$46,116.61

TRUSTY CARPETS TECHNOLOGY SOLUTION