Quickbase IntegrationQuickbase Integration

Scott RemsenScott Remsen

7/14/20057/14/2005

Company BackgroundCompany Background

Silicon Space is a provider of information technology Silicon Space is a provider of information technology services. The company has several applications that are services. The company has several applications that are currently being used by the federal government and in currently being used by the federal government and in the commercial sector. the commercial sector.

The recent success of the company has been driven by The recent success of the company has been driven by its quality products, support, customer services, and its quality products, support, customer services, and outstanding sales efforts. outstanding sales efforts.

In addition, Silicon Space has established an offshore In addition, Silicon Space has established an offshore partnership with a call center and technical solutions partnership with a call center and technical solutions provider, Active Intelligence, located in Aguascalientes, provider, Active Intelligence, located in Aguascalientes, Mexico. Mexico.

Problem StatementProblem Statement

Silicon Space is transitioning from a provider of Silicon Space is transitioning from a provider of technology consulting services to a product-driven technology consulting services to a product-driven strategy. strategy.

Inefficiencies have been identified, resulting in the lack of Inefficiencies have been identified, resulting in the lack of standardization for company-wide support process.standardization for company-wide support process.

Incoming customer queries were routed directly to Incoming customer queries were routed directly to software engineers, resulting in resource allocationsoftware engineers, resulting in resource allocation

Project ObjectivesProject Objectives

To improve company-wide software support for Silicon To improve company-wide software support for Silicon Space by streamlining existing disparate solutions. Space by streamlining existing disparate solutions.

To utilize common support processes and technologies To utilize common support processes and technologies to increase resource efficiency and realize significant to increase resource efficiency and realize significant savings. savings.

To improve SSI’s company-wide product support and be To improve SSI’s company-wide product support and be in a better position to outsource support roles to offshore in a better position to outsource support roles to offshore developers and call centers, reducing overall support developers and call centers, reducing overall support costs. costs.

Project Characteristics and Project Characteristics and Requirements Requirements

Quickbase web portal for each product to be supportedQuickbase web portal for each product to be supported Customized Lotus Notes Agent for Quickbase case Customized Lotus Notes Agent for Quickbase case

generation and issue tracking for each product to be generation and issue tracking for each product to be supportedsupported

Dedicated support e-mail addresses and phone lines for Dedicated support e-mail addresses and phone lines for each product to be supportedeach product to be supported

Return On Investment AnalysisReturn On Investment Analysis

The current support processes are inefficient, demanding that a senior developer devote twelve billable hours a week (at $105/hr.). Under the new system implementation, only six hours of offshore support will be needed per week to triage product issues and handle tier I issue resolution, due to increased efficiency brought about by response standardization and e-mail organization. Two additional hours development hours from senior engineers will be required for tier II issue resolution.

Risk Management StrategyRisk Management StrategyRisks of implementing the Quickbase support tools and processes:

80% Quickbase implementation will successfully reduce costs20% Quickbase implementation will not reduce costs

Risks of not implementing the Quickbase support tools and processes:30% money will be saved using current processes70% money will not be saved, or even lost

Communication PlanCommunication Plan

Timelines/Information Type:Timelines/Information Type: Project managerProject manager: Manager will review project : Manager will review project

progress by holding weekly personal meetings progress by holding weekly personal meetings with key stakeholders. Additional meetings may with key stakeholders. Additional meetings may be held as needed. be held as needed.

Project teamProject team: Will participate in four analysis and : Will participate in four analysis and design meetings to review current processes and design meetings to review current processes and proposed modifications. During product proposed modifications. During product implementation, weekly meetings will be held to implementation, weekly meetings will be held to review progress and outstanding issues/concerns.review progress and outstanding issues/concerns.

Timelines/WBSTimelines/WBS

Project Duration = 16 days

Final AnalysisFinal Analysis Successful project implementation will be measured by Successful project implementation will be measured by

how quickly the new Quickbase tools and support how quickly the new Quickbase tools and support processes are adopted by support technicians and processes are adopted by support technicians and offshore contractors.offshore contractors.

Adequate training and post-implementation support Adequate training and post-implementation support should be given so that the new product is easily should be given so that the new product is easily adopted and widely used. adopted and widely used.