Reference no: EM132917578

BIT352 Systems Implementation & Service - Melbourne Polytechnic

Assignment Requirements

There are five (5) sections to this assignment. The final assignment has a word limit of 2000 words. In each section you are to;

1. Describe the theory involved at a 3rd year academic level
2. Apply the theory to the Eden Dairies Case Study.
3. Gathering information: Use the lecture notes, tutorial work, Internet, and other sources (textbooks, magazines, journals, personal contacts etc.) to find examples of Service Level Agreements. Ensure you cite the sources of your information correctly. Using this information, make recommendations as outline in the requirements on at least two of the divisions unless otherwise stated.

Case Study Background

The case study to be used when answering questions for this section is attached as Appendix A.

You are the manager in charge of the implementation phase of the project at Eden Dairies Pty Ltd. Senior management have heard a lot about other projects in businesses where new computer systems were poorly implemented. They want the new systems to operate properly right from the very beginning and they are insistent that you provide details of the implementation.

You are to provide answers to the following questions in an effort to reassure Senior Management at Eden Dairies that the implementation of the new systems will run smoothly, that the systems will operate properly, and that staff will quickly utilize the new functionality.

Question One - Organisational Change
Question Two - Product Development, Usability and Acceptance testing Question Three - The Service Desk
Question Four - Documentation and Training Question Five - System Release and Deployment

Question One - Organisational Change

Senior Management at Eden Dairies in the rural cities of Bega Valley and Cann River have informed you that they are concerned about staff accepting and utilizing the new systems. Some staff are not technically competent and some of them are so use to the existing systems they do not want to change. There are other reasons that may not be obvious. Other staff at various levels of management and in different areas within the organization are quite comfortable with the idea of a new system.

Additionally, at the Cann River facility processing shed that has just been acquired by Eden Dairies, Senior Management has learned that there is significant resistance to change both at the facility and within the local community.

i. Provide an overview of a Change Management Model which was studied in seminars this semester. Your answer should provide details of the major stages and the importance of change agents throughout the process.

ii. What are some of the Internal and External Factors at the Cann River Processing Facility that will affect the change process during the implementation?

iii. What are the measures that will help ensure that the new system will be implemented productively at the Bega Valley Site? Use the Lewin/Schein Change Management Model as a guide.

iv. While implementing the change describe the difference between Top Down Change and Bottom Up Change and describe how these will affect two of the department and the staff at Eden Dairy.

v. Why would staff at Eden Dairy "resist the change"? What form would that resistance take?

Question Two - Product Development, Usability and Acceptance testing

Senior Management want to be assured that appropriate testing will be undertake at all stages in the systems implementation within the time and cost restraints of the project. You are required to provide a detailed outline of the implementation's testing processes. Using your knowledge of testing as detailed in seminars this semester, outline the testing your team will undertake in this implementation.

Your answer should include:
vi. A brief overview of the overall test plan for the Web site development of the Retail Sales Division.
vii. With the Web Site development of the Retail Sales Division detail the major stages of the development and implementation that will need to be tested, and list the testing strategy that you will undertake at each stage.
viii. What are the Considerations in Test Estimation for the Web Site development of the Retail Sales Division.
ix. During Acceptance testing List the Test methods used and detailed how Eden Dairies will Alpha and Beta Test the New website for the Retail Service Division

Question Three - The Service Desk

Eden Dairies currently have a small IT department that maintains their computer systems. Maintenance requirements will be significantly expanded when the new systems are introduced, and it will be more complicated with the addition of a new facility at Cann River. Eden Dairies have recognized that the on-going support for the new systems needs to be better managed. They have heard a lot about IT Service Desks and how they can help. However, they have a very limited knowledge of how it operates.

Your team have been asked to prepare a presentation to Senior Management of Eden Dairies on the issue of establishing an IT service support system incorporating a Service Desk using Service Desk Software. Prepare a draft of what you will say in your presentation. It should include things such as:
i. What will be included for Eden Dairies IT Service Catalogue and an IT Customer Portal? Justify your decision.
ii. What Service Desk Functions can be automated for Eden Dairies.
iii. What is meant by a Service Level Agreement (SLA) and what will be included for the Eden Dairies IT Service Desk and IT Department
iv. Choose a Service Desk Software package to recommend to Eden Dairies, what are the benefits (and possible disadvantages) that come from a service support system?
v. An outline of how Eden Dairies might implement an IT Service Desk

Question Four - Documentation and Training

Deployment of a new system is far more than just a cut over from the old system. To provide value to a business, the new system must be used effectively as quickly as possible after release. A key component of deployment is documentation and training.

At Eden Dairies you are responsible for organizing the documentation and training for the new system. Prepare a broad overview that outlines the documentation and training requirements for the new system so that the system will be used by the organisation (including users) without unnecessary delay.

Your answer should include:
i. An outline of the different forms of the documentation required for the introduction of SAP Business One and support software required by the Management Division. Hint: your outline must include all the documentation for the system not just user documentation. Identify the form (paper based, FAQ, spreadsheet, data base, configuration etc.) of each type of documentation.

ii. A training outline you will undertake for the different groups within Eden Dairies to implement the Management Division SAP Business One processes within Eden Dairies. It should include details of the type of training you intend to undertake, how you intend to conduct your training and the timeline of training events. You must justify your decision. This may involve more than users of the system.

Question Five - System Release and Deployment

This is a large project with several key components. Each component will impact on various aspects of the business. In addition, many of the components are interdependent and require the successful implementation of other components of the system. Careful thought will need to be given to the appropriate cut over strategy

There are many ways to cut over from an old to new system.
i. Outline and describe the four (4) different forms of cut over - pilot, phased, parallel or direct (or plunge) - that you have studied in seminars this semester.

ii. Outline what you believe would be an appropriate cut over strategy for the key components of the system developed under this project for two of the five divisions at Eden Dairies. Note, it is possible that there will be different approaches at different stages of the project. You will need to justify the reason for your choice.

- Select Two of the divisions/sectors for your answer
- Produce Processing and Packing Division
- Retail Sales Division
- Management Division
- Manufacturing and Engineering
- Integration of systems

Presentation

Has been proof-read for structure, consistency and vocabulary, spell and grammar checked, follows template and contains a generated Table of Contents and References.

Case Study - Eden Dairies Pty Ltd

Attachment:- Systems Implementation.rar