Junk van case - Summary Case Study Research PDF

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Operators

book new jobs email updated database to data clerk Mail job details to each driver for next day

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Drivers

Data clerks

admin task timewasting(contacting helpers, going back to customer site to collect money) Rarely use templates when sending info to data clerks Manual calculations; billing mistakes Errors in cust. contact info forgotten emails

Integrate info into database manually processed credit card payments accidentally sent wrong version of database to morn op wiped out earlier bookings fixing database was timeconsuming no new reser. can be made during fix

Problem: business inefficiency (drivers relied on emailed instructions which may be wrong, affecting customer service; inability to handle more customers; expansion bottleneck; Kingo no sense of business on the ground, want to manage by the “numbers” Sales $300,000 > $600,000 (1304 customers > 2609 in a year) Marketing 20% of budget BTE (to increase, new environmental regulations raise bar for more integrated environmental management services) DEMAND IS PRICE-ELASTIC page 2 (clients highly sensitive to price due to variety of options/substitutes)

Requirements: Accessible remotely; Ease of use even for non-tech savvy ppl; Microsoft Access Database  Short time to install  Small budget  Installed on centralized server/locally on multiple comps  Kingo can easily do it himself  Accessed remotely through internet or secure VPN

flexible and robust enough to handle evolutionary changes; vendor support

Custom Application  Meet requirements of central database  Provide remote access  Basic functionality included  4 weeks for initial upfront build

Google Docs  Forms could be quickly created and shared with employees  Users could work simultaneously on the same file in a collaborative manner  Email distribution supported (for customers use) === will this ease the role of operators  Free for up to 10 users  Cheap, implemented easily

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Disallow remote access, need to be updated manually daily Kingo does not know how to install on a shared server to provide remote access Costs of hosting shared server Costs of user licenses (depend on ppl working on the program concurrently)

Platform as a Service  Kingo thought he could build forms and connected table by himself after trial  Common apps provided  Long-term contracts not required  Could scale service up and down at any point (flexible and robust enough for any evolutionary changes)  3 days for implementation & data migration  Need understand ‘how much’ of a platform he would want  How much he willing to pay  $300-$600 per month for service package costs (depends on storage space, user licenses/apps needed)

Upfront price $2k; much add. costs Maintenance charged at $60/hr per developer; can’t predict amount of maintenance needed  Data migration impose additional costs  A lot of back-and-forth if what Kingo wants does not align with developers  Results in more time/money wasted  Support billed by hour for postimplementation support ERP System  Accessible remotely  Integrate biz processes, covering aspect from purchasing, sales, customer service to finance, HR and e-commerce  Have targeted packages for SMEs  

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Easy data migration All data on online spreadsheet, no way to cross reference, if edit wrong means wrong Scrolling through too much data reduces efficiency Lack of formal customer support for google docs in the face of IT problems Cloud computing not good for sensitive info

Options very costly $2500 per user per year for 20-25 users Estimates included modules that Kingo was not interested in purchasing (e.g. financing & manufacturing) Uncertain how well ERP system could fit his biz needs Systems focused mainly on production & finance modules, not his top priorities

Recommended solution: I would recommend that 1-888-JUNK-VAN upgrade from MS-Works to a Platform as a Service. Using a Platform as a Service model would allow the company to meet Kingo’s needs: a centralized database that is best able to be accessed remotely and simple to use for non-tech-savvy employees in order to help minimize errors, mitigate time delays, improving customer service and driving business performance while maintain a virtual mode. Compared to other solutions, it takes little time for implementation & data migration (3 days); and also save the company money in the long run as it is customizable and could be scaled up and down at any point, so there is no need for future large-scale updates as the company continues to expand quickly and franchise in new cities. (flexible and robust enough for any evolutionary changes).

Though this system would potentially require more IT knowledge, Kingo was confident after the demonstration that he would be able to perform the setup himself. Vendor support for PaaS is much better than other options and as the firm expands to other areas, this customer support will be very helpful. While it is great to have control of one’s business, Mr. Kingo will benefit from relying more on a robust business solution so that he can focus his efforts on applying his entrepreneurial skills and growing the business.

Alternate Sol: Based on the needs of Kingo and the potential alternatives, my recommendation is to use two of the alternatives – Google Docs for the immediate future and PaaS over the long term. To service our immediate IT issues using Google Docs would be to quickest, cost effective, and requires the shortest learning curve. On Google Drive you can set different user profiles, for example, one proving full access to files, another for editing forms, and a third limited to reading information. A key element for customer relations with Junk Van is email distribution, which can be supported on Google Docs. For example customers could send an email with a link to a form, which they could then complete and return online without having any miscommunication of data or payment information. Taking into account that it would be one large spreadsheet and could not be cross referenced, this still could be the first step in the IT solution for Kingo. Despite no formal customer support, there was still enough information in forums and blogs that could help Kingo and employees with trouble shooting. To help with future long term IT needs, it is recommended to use Platform as a Service. Paas similar to Google Docs in that it was delivered on a cloud-computing infrastructure. Users cold utilize common applications, as well as build their own unique applications, using a shared computing platform that was provided and hosted by a third party. This could allow for Junk Van users to use some of the applications they were using in Google Docs and create the more robust IT applications it needs for success in the long run. Kingo discovered there were a few Paas providers operating in North America who provided different Paas solutions. Being able to customized and tailor your solution with an infrastructure that uses cloud functionality is a key selling point. Since businesses are constantly changing, there is a huge benefit to having an IT solution that can be tailored to one’s specific business needs. It is important for Kingo to determine how much of a platform he wanted to support his business, but Paas would provide him with flexibility by scaling his service and down at any point and there were no long term contracts. Basic implementation took only 3 days which would be a nice transition and compliment to using Google Docs. In the short run, using Google Docs is a good solution to solve some of the preliminary problems and migrate into using a PaaS solution in the future. By having a duel solution, Junk Van will be able to satisfy its clients, provide employee collaboration and accountability, have quality assurance checks, and provide time to discover and determine what IT solution is best for a long term business objectives of the company....