Texas Tech Company Sabrina Chen Krishna Prasad Yen Kuang Chuang

Background Texas Tech Company is an information technology services company Texas Tech makes software for their clients with the desired features and functions Necessary hardware are also made for the particular software

Background Current Employees / Departments Programmers: 100 people Business Analyst: 50 people Team Leaders: 20 people Test Engineers: 100 people HW/SW Services: 80 people HR: 5 people Accounting: 10 people

Existing System(Problems) Company does not have a system where employees can raise a request to the Hw/Sw services department regarding issues in their work station. Request has to raised by calling the department manually and explaining the nature of the problem(Hardware or software) Request are not prioritized. The HW/SW Services employee has to re- assign the work manually to an other co- worker if dealing with a current request There is no system to keep a log of the request that has been raised

Requirements Create a user friendly web bases system Easy navigation User should be able to describe the problem in detail A self help option where user could probably fix the problem on his/her own

Requirements contd., Display various commonly occurring problems that the user can choose from User should be notified about the submission of the request User should be notified if request is delegated User should be able to modify, cancel an already created request

Business Value (Tangible) Estimated $1500-$2000 Due to reduction in usage of company’s phone lines. Estimated $1800 due to increase billing hours of employees. 20%(per week) increase in effective working hours of employees. Software update and hardware repair plus user training cost $ 2000

Business Value (Intangible) The new system improves efficiency of handling requests Business will be automated as compared to before which caused delay and result loss System can be upgraded with more commonly occurring requests thus saving more time Wait time for resolving requests can be greatly reduced Reduction of Customer complaint calls due to delay

Issues and Constraints The new system should be ready to use by the end of 2010 Increase in size of existing database needed Training sessions for employees Limited number of people form HW/SW Services Difficulty to analyzed efficiency.

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