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.

Question

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 (×2);
A help desk and support team (×3);
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, ROl 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..what is the setting and managing stakeholder exceptions

Answer 1

Setting and Managing Stakeholder Expectations for Cirrus Document Storage (CDS)

As business analysts tasked with strengthening Cirrus Document Storage Pty. Ltd.'s operations, one of our key responsibilities will involve effective stakeholder management. This includes understanding their needs, concerns, and expectations regarding proposed IT solutions that streamline and enhance CDS's document storage services.

1. Identify Stakeholders

Understanding who the relevant stakeholders are will be crucial. The stakeholders in this scenario include:

• Director: Overall strategic decisions and long-term vision for the company.
• Director's Secretary: Organizational and administrative support.
• Financial Manager: Budget and financial implications of new solutions.
• Accountant/Administrator: Daily financial operations and data management.
• Salespersons: Their input will be critical in understanding customer needs and feedback.
• Help Desk and Support Team: They offer direct customer support and understand technical issues.
• Cloud Computing Specialist: Responsible for the technical implementation of cloud solutions.

2. Define Stakeholder Needs and Expectations

Each stakeholder group will have different priorities based on their role:

• Director: Needs to see potential ROI, scalability of systems, and overall strategy alignment.
• Financial Manager: Concerned about cost-effectiveness and budget impact.
• Salespersons: Require easy access to customer data and seamless communication with clients.
• Help Desk Team: Will need efficient tools for managing inquiries and support tickets.
• Cloud Computing Specialist: Focused on system integration, technical feasibility, and user training.

3. Communicate Clearly and Regularly

Effective communication is essential for managing expectations:

• Kickoff Meeting: Organize an initial meeting with all stakeholders to present the goals of the project and outline how their input will shape the solutions.
• Documentation: Ensure clear documentation of requirements following discussions. This could be detailed within Business Requirement Documents (BRD) and Functional Requirement Documents (FRD).
• Regular Updates: Implement a communication plan to provide updates on progress, including successes and challenges.

4. Define Success Metrics

Defining what success looks like for each stakeholder may differ, so it is important to clarify:

• Financial Success: Increased ROI, cost savings, and profitable package offerings.
• Operational Success: Efficiency in administrative processes, reduced manual errors, and a streamlined help desk experience.
• Customer Satisfaction: Enhanced customer experience, quicker sales processes, and improved document security.

5. Manage Expectations

Expectations should be managed through:

• Setting Realistic Goals: While stakeholders may want rapid changes, the potential cost limitations and existing infrastructure must be transparently highlighted.
• Change Management: Discuss the implications of transitioning to new systems, such as training needs, new workflows, and temporary disruptions during implementation.
• Feedback Loops: Engage stakeholders in providing ongoing feedback during implementation to ensure end-user satisfaction and continual alignment with business objectives.

6. Risk Management

Identifying and addressing potential risks can help manage expectations:

• Capacity Limitations: Clearly communicate the limitations of the existing server while outlining short-term and long-term solutions, such as phased upgrades or cloud storage solutions depending on need.
• Budget Constraints: Communicate upfront the financial boundaries for investment in IT infrastructure to set realistic expectations for high-cost technology solutions.

7. Develop a Roadmap

Create a four-phase roadmap with milestones and timelines:

• Phase 1: Requirements gathering and analysis.
• Phase 2: Proposal of viable IT solutions and approval process.
• Phase 3: Implementation of chosen solutions.
• Phase 4: Training and support for staff, followed by the evaluation of outcomes.

Conclusion

Setting and managing stakeholder expectations at Cirrus Document Storage Pty. Ltd. will be a continuous process that involves clear communication, defining metrics for success, and being transparent about limitations and changes. By leveraging a structured approach, we can ensure that all stakeholders are aligned and supportive of the strategic goals of CDS as they move towards delivering effective and secure online document storage solutions.