Ctts Case Background/Introduction and Milestone 1

Refer to the CTTS Case Background/Introduction and Milestone 1 (scope definition), all students are to briefly state the problems, opportunities and directives. Students should also take one position (management, analyst, developer, user, or other stakeholder) and define the single issue most critical to them and state why.

Problems:

The president of Coastline Systems Consulting, Mr. Peter Charles and his team has identified numerous problems with the current information management system. These problems include:

* Lack of data and accessibility to necessary information such as clients’ hardware and software configuration, equipment and service computers tracking records, client service requests and history.

* Low efficiency endured by the company due to unavailability of necessary information on time.

* Cost and time overhead due to incomplete knowledge of the client issues resulting in excessive travelling.

* Unreliable and inefficient service for tracking client information by the means notes taken by the technicians.

* Client dissatisfaction due to poor customer service and user experience.

Opportunities:

The team sees this as a great opportunity to build a client technology tracking system which would deliver a better customer experience and service to clients by providing an interactive and easy interface for client requests submission and tracking. This would result in improved customer satisfaction.

On the other hand, the system would facilitate reduction in cost, increase in performance and efficiency by providing a reliable and efficient system for the technicians to track hardware and software configuration, client history and request status, and making the necessary information readily available, anywhere -anytime.

Additional functionality would include capability to capture statistical information and generate reports to facilitate future improvements, market research and analysis. This will help decision makers explore new...