PROJECT DESCRIPTIONS

Title - Technology Management Plan

Steps to Completion -

1) Analyze the Situation

First review and analyze the business and IT operations of the call center. Break down the entire process into smaller parts and analyze these parts.  If necessary draw a sketch.

In general, here are some typical questions one should consider as part of the analysis:

1. What is the business model for the corporation?

2. Where is technology strong? Where is it weak?

3. How do we manage capacity both in terms of our computer system's capacity (and response time and fault tolerance) and our staffing capacity (does the work performed full occupy the expertise for which it is paid?).

4. What is our sustainability policy?

5. What is our technology innovation strategy?

6. What is our level of contract support? How are contracts evaluated for their full value to the efficiency of the corporation?

7. How are problems solved within the corporation?

Next identify key issues and challenges.Beyond technical concerns, there are also managerial issues that need to be addressed.

Deliverable: Capture this information in an issue matrix which is a table that lists, categorizes and prioritizes these problems (High, Medium, and Low), that assigns responsibility for the problem to internal staff,to contract support, or to others (specify these individuals) and contain other information you feel relevant.  This will be shown to management so they will readily identify and understand the key concerns. Use your creativity.

2) Identify Best Practices

Research current best practices relating to technology management practices including operational improvement approaches. You can start with these U.S. Government Accountability Office (GAO) information.

Deliverable: Prepare a best practices report that addresses the key findings from this step.  This will be shown to corporate management. Minimum length: 600 words.

3) Select Applicable Operational Improvements

You are to identify what is needed for managing the call center. You use all of your staff as a team to identify solutions (Note: you may request for new positions on your staff but you cannot exceed your current number of slots).

You have a sense of the problems; now document the best practices which, if implemented, generate a computing environment more stable, reliable and innovative and help in resolving the challenges you have set as top priorities facing your corporation.

Specifically, identify needed operational improvements applicable to Rustic Americana's call center with a set of recommendations.

4. Deliverables

1) Issue matrix

2) Best practices report

3) Operational improvement report

4) Final presentation

Attachment:- Assignment File.rar