7.3 Case Scenario

Question

Your company has been appointed as Business Analysts to assist a small document storage facility (Cirrus Document Storage Pty. Ltd. (CDS)) in analysing, re-organising and strengthening their business.

Neither the physical security nor the online security is your problem as an external company handles this. The only aspect of security you need to keep in mind is the cost to the company.

7.3.1 The Company Profile

The company offers secure online, in the Cloud, (and offline) document storage to small companies who need to secure their important documents off-site and in a location not associated with the client. Documents may need to be scanned before uploading online if they are not in an electronic format already.A typical client would be a lawyer, doctor, consulting agent, etc., that needs to reduce the risk of losing important original documents due to fire, theft, sabotage, etc. They would generally also require off-site physical storage of these documents (do not worry about the physical document storage scenario for this WIL project; only consider the provision of online document storage).

Currently, CDS does not have any IT systems to handle the day-to-day running of the business. All their payroll, banking, debtors, creditors, stock of office supplies and other administration is done manually by the accountant/administrator and stored in spread sheets and word processing documents, and the logging of calls and sales to the help desk is managed by the help desk.

CDS Mission: Our mission is to provide secure document storage to individuals and businesses.

CDS Vision: Our vision is to become a market leader in document storage.

The company has 10 employees. These employees are:

The Director,

The Director's secretary:

A financial manager;

Accountant/Administrator;

Salespersons (x2);

A help desk and support team (x3);

A cloud computing specialist.When required, the help desk and support team members double up as sales people/administrators.

Company strategy for the next five years:

To grow from a small company to at least a medium-sized company;

To be a household name and the recognised online document storage company:

To grow their return on investment (ROI) by at least 30%;

To become a complete online solution in terms of all business.

The infrastructure consists of the following:

A large server that has almost reached its capacity;

The office infrastructure consists of an internet and e-mail server, a small network to accommodate 20 workstations, only the necessary software on the workstations, for example, a help desk support application and MS Office and

MS Outlook;

Wireless network connections as well as LAN;

An open office floor plan with the boardroom and Director's office having lockable doors;

A server room;

A large off-site warehouse at a secret location to store physical documents.

The company sells online document storage packages as follows:

.

5 Gig storage for R99 00 a month;10 Gig for R180 00 a month;

15 Gig for R260 00 a month;

Anything bigger needs to be discussed with a salesperson;

If a client wants to upgrade, they should contact the company's help desk to assist them with the change.

7.3.2 Limitations

Due to the size of the current server, ROI is not what it could be. Buying a bigger or second server would strain the company's cash flow of the company so it is not an immediate option.

7.3.3 Your role as a Business Analyst

Help CDS implement IT solutions in a cost-effective way by determining the requirements of their organisation, and communicating these clearly to all stakeholders:

Begin with defining, analysing and documenting their requirements.

7.3.4 Deliverables

As part of your WIL project you are required to produce the following in two phases: first phase documentation (fact finding) must be submitted at about Week 6 of the semester and Phase 2 (finalisation of documentation) at the end of the semester.

7.3.5 Phase 1: Fact Finding

The first phase should be your midpoint submission. It would help if you were sure you found all the information from the case mentioned above. It is also essential to include information on similar businesses as this will assist you in providing valuable feedback to your client. As part of your Phase 1 submission, you must:

1. Utilise all the tools and knowledge you have to determine what the business is about, their problems, shortcomings, etc.

2. Identify the business processes and organisational structure.

3. Identify the roles of every person on the organogram.

4. Compile a list of questions to determine the information mentioned in Points 1 and 2 above.

5. Find similar companies and include summaries of their business plans and operational requirements where you can.

Answer 1

Phase 1: Fact Finding for Cirrus Document Storage Pty. Ltd. (CDS)

1. Understanding the Business:

CDS specializes in providing secure online and offline document storage for businesses, particularly in sectors that require safeguarding sensitive information such as legal, medical, and consulting fields. Their mission is to deliver secure document storage solutions, while their vision aims to position them as a market leader in the document storage industry.

Problems and Shortcomings Identified:

• Lack of IT Systems: All administrative tasks such as payroll, banking, and tracking clients are manually managed, leading to potential inefficiencies and inaccuracies.
• Server Limitations: The current server is nearing its storage capacity, hampering the ability to provide services to new and existing clients, ultimately affecting ROI.
• Dependence on Manual Processes: Manual operations increase the risks of errors and reduce overall efficiency and scalability of the business.

2. Business Processes and Organizational Structure:

Organizational Structure:

• Director: Overall leadership and strategic decision-making.
• Director's Secretary: Assists the Director with administrative tasks.
• Financial Manager: Oversees financial operations and budgeting.
• Accountant/Administrator: Manages daily financial activities and administrative duties.
• Salespersons (x2): Responsible for selling document storage packages and client interaction.
• Help Desk and Support Team (x3): Handles customer inquiries and resolves issues, also assist in sales when needed.
• Cloud Computing Specialist: Focuses on managing cloud services and solutions.

Business Processes:

• Document storage package sales management.
• Client onboarding and account setup.
• Ongoing support and customer assistance via help desk.
• Payment processing and invoicing.
• Data backup and security maintenance.
• Document scanning for offline documents.

3. Roles and Responsibilities:

• Director: Leadership, strategic planning, and overseeing business activities.
• Director's Secretary: Administrative support, scheduling, and communications.
• Financial Manager: Financial oversight, budgeting, and analysis for ROI.
• Accountant/Administrator: Manage financial records, bookkeeping, and administrative processes.
• Salespersons: Acquisition of new customers, upselling services, and client relationships.
• Help Desk and Support Team: Troubleshooting, customer service, and technical support.
• Cloud Computing Specialist: Maintenance and enhancement of cloud storage infrastructure.

4. Questions for Fact Finding:

1. What are the current challenges faced in manual administrative processes?
2. How do you track client interactions and manage customer relationships?
3. What specific features do clients look for in document storage services?
4. How is the current server capacity impacting service delivery?
5. What budget constraints exist regarding potential IT infrastructure upgrades?
6. What software tools do you currently use for customer support and document management?
7. Are there any compliance requirements that need to be addressed in the document storage process?
8. What feedback have you received from clients regarding your services?
9. How do employees currently collaborate on projects or client accounts?
10. What goals does the company have over the next five years in terms of technology adoption?

5. Similar Companies and Summaries:

1. Dropbox Business:

   • Business Plan: Offers cloud storage with a focus on collaboration, file sharing, and data security.
   • Operational Requirements: Requires a scalable cloud infrastructure, user-friendly interface, and strong security protocols.

2. Google Drive:

   • Business Plan: Provides online storage integrated with productivity tools like Google Docs, Sheets, and Slides.
   • Operational Requirements: High availability infrastructure, seamless integration with applications, and various storage options for different business needs.

3. Box:

   • Business Plan: Targets enterprise clients with solutions for secure document management, workflow automation, and extensive integrations.
   • Operational Requirements: Advanced security features, compliance capabilities, and robust APIs for integration with other business applications.

---

In this phase, I focused on assessing CDS's situation and needs while comparing similar companies to provide context and insights. I avoided delving into specific IT solutions which would be more appropriate in Phase 2 after identifying clear requirements and challenges. Let me know if you need any adjustments or additional details!