AssignmentScenario

Your company, IRTC Manufacturing Enterprises, is upgrading its legacy billing system. The system was installed originally ten years ago, and has been upgraded according to the vendor's schedule, each one taking 9-12 weeks in duration with a team of 2 full time employees (FTE's).
IRTC will be doing a major upgrade for the new web-based version of the system, in addition to the mainframe legacy system update. It is anticipated that this upgrade will take 16-20 weeks in duration; however, everyone has agreed that a more formal scheduling process should be completed which may change the duration estimate. The project will involve significant changes to existing business processes, changes to existing jobs, as well as the creation of several new positions. Customers will be able to view and pay their bills on-line, accessing a billing customer service agent when needed. This change, which will affect both the billing and customer service departments, is expected to reduce costs, improve customer satisfaction, and reduce the number of days for outstanding accounts receivable. The existing customer service staff has some proficiency with web applications, but the billing staff does not.

To date, the Billing Department has owned the applications, and the director of the department has been the sponsor for all upgrade projects. For this upgrade, however, the chief operations officer has indicated that the Customer Service Department also needs to play a major role. It will be up to you to determine the project sponsor and steering committee structure and participants. You will do this during the initiation phase.

You have been chosen to be the project manager; you will be on the project 30 hours a week and your rate is $125 per hour. You have significant experience with the system and have managed previous upgrade projects. You have acted as a business analyst, developer, and tester for projects on this package in the past. You will select your team, which will consist of several IT staff, supplemented by staff from the vendor. You have been told you can have up to 2.5 IRTC FTEs, in addition to yourself, for the duration of the project. (The list of available people is described in the Phase Two task.)

The vendor's role is to be determined by you; their consultants cost $140 an hour for business analysts, $120 an hour for technical architects, $100 an hour for programmers or testers, and $90 an hour for instructional designers, trainers, or technical writers. You have a budget of $100,000 for vendor resources. You may supplement your team with vendors based on the holes in your IRTC team. For example, you may choose to have the vendor provide programmers if you choose not to have any of the internal staff provide programming resources, if your budget permits.

You will follow your organization's standard methodology for a package upgrade. Part of that process includes the development and delivery of documentation and training materials--a responsibility generally filled by the IRTC IT training group. You have access to .5 FTE for the duration of the project to develop and deliver the materials. The person with the most experience on the package and current training/documentation will be unavailable to the project due to other projects; however, the vendor has adequate materials that can be purchased for an additional $6,500. You will need to determine the training needs, analyze the costs associated with each option, and determine the project's scope.

With this version, the vendor also has another software add-on that supports the integration of your existing customer service system with the billing system's customer service functions. There is not a decision yet as to which customer service system will be used, whether or not they will be integrated, and the extent to which customer databases will be integrated (if at all). According to the vendor, the installation of the add-on will cost $25,000 and take an additional four weeks.

Write 750-900 words in response to the following:

• Review the personnel and assignment guidelines information in the IP assignment coming up next.
• Based on the internal team role assignments you anticipate making for your project, which roles might need to be filled by the vendor?
• What are the advantages and disadvantages of using the vendor in these roles for this project?

Internal Team:

• Pat is available for 24 hours a week at $115 per hour. Pat was involved in several upgrade projects for this package and can act as business analyst, developer, or tester. Pat is very comfortable with the legacy system and does not see the benefit of moving to the Web-based version. He feels that the end users do not fully utilize the functionality they already have and will not use this new functionality effectively.

• Terry is available for 24 hours a week at $100 per hour. Terry was involved in the original installation and every upgrade since then. She tends to be in developer or tester roles for this system but acts as business analyst for other systems. She is very excited about the Web-based package and the functionality it provides. She is concerned, however, that the end users do not have the computer savvy to use it.

• Robin is available for 30 hours per week at $100 per hour. She was involved in the last two upgrades as a business analyst and has been trying to become involved in other systems and business areas. She was actively involved in the development of a custom Web-based application as a programmer. This was considered a skills development opportunity because her Web programming skills are not strong.

• Chris is available for 24 hours per week at $80 per hour. He is new to the IT department; he was previously a customer service representative. He just completed his undergraduate degree in computer science and has experience with Web programming and software testing techniques.

• Jan is available for 16 hours per week at $115 per hour. Jan is also new to the IT department. She was previously a consultant and was on process reengineering projects, including several for billing functions. She previously worked with the Web version product of the vendor's competitor.

Assignment Guidelines:

• In this assignment, you are planning to fill the roles for the following 3 positions:

o End user
o Business analyst
o Team leader

• For each role,

o Describe the main responsibilities of the role.
o Identify the skills that are necessary.
o Select one of the candidates listed in the assignment description, and thoroughly explain why you have chosen each person for his or her role.