IT Requirements (Stage 3)In addition to the functional requireme.docx

IT Requirements (Stage 3)
In addition to the functional requirements for a new system, the
IT requirements must also be developed. We will do this by
evaluating the applicability and importance of a list of IT
characteristics. The requirements that are identified as relevant
to the business process will form the IT (technical)
requirements for a system. In evaluating and selecting an IT
system, both the functional (business) requirements and the IT
requirements need to be considered. The areas that need to be
considered in developing the IT requirements are listed below in
the Table of IT Requirements, which is similar to the one you
will complete in the Stage 3 assignment. Only a few of the
rankings and explanations are filled in here, but your table will
rank and explain them all. (Be sure to use the table and
instructions provided in the assignment.)
Requirement
High/Medium/Low Importance or Relevance or Not Applicable
(N/A)
Explanation for Ranking
Usability
Maintainability
Scalability
Medium
The system must be able to handle an increase in the number of
users and devices being used for Returns during peak hours. The
same system is used for inventory and in the Checkout process,
so the entire system needs to be able to handle a large volume
of customers if necessary. Walmart expects its business to
continue to grow, and returns will grow along with the rest of
the business.

Reliability/ Availability
High
In order for the expedited process to work, the system must be
up and running and be available for use. It must also process the
return correctly. The system must be accurate in the information
it provides.
Extensibility
Portability
N/A
There is no requirement for any or all of the system to be able
to operate on multiple platforms. It does not need to work with
different hardware or software. It only needs to operate in the
environment as designed.
Security
Information Quality
Authentication
Business Continuity Plan
Cloud Computing
Enterprise Systems (ERP, CRM, SCM)
Communications
High
The Communication Network in the Walmart store must be

operational in order for the devices to interface with the system.
If the network is inoperable, the Greeter must revert to the old
process. The internet connection must be operational for the
data to be passed to the Corporate Headquarters system.
Database, Data Warehouse, Data Mining
Business Intelligence
Transaction Processing
Decision Support
Executive Information
Business-to-Business eCommerce
Business-to-Consumer eCommerce
In this particular case, only a few of the IT considerations
evaluated above are unique to the customer return process. This
is because there is a large transaction processing system (POS)
and inventory system already in use. This solution is merely
expanding the capability by making the return process portable
and increasing the number of returns that can be processed at
one time with no increase in staff. It also is important to note
that some of the areas considered include not just the IT system,
but could involve a business process or the physical
environment.
Management Approval – Executive Presentation

Prior to beginning the project, management approval must be
obtained for the allocation of resources and to start the project.
This is done using a Power Point Executive Presentation. None
of the assignments require a presentation, but obtaining
management approval is an important step. The content of this
presentation will provide insights that may assist you with Stage
4.
NOTES: WERP Walmart Expedited Return Process and the
purpose of this presentation is to explain the project and its
benefits and the required resources and seek your approval of
funding so that we might proceed with the project.
NOTES: Since all of us at Walmart are focusing on improving
our Customer-Oriented processes, we have determined that
improving our merchandise return process would increase our
competitive advantage.
The solution that we are proposing would eliminate the need for
customers who are returning merchandise to stand in line at the
Customer Service Counter. We would modify the customer
receipt adding a bar code identifying the purchase record. When
the customer enters the store they are greeted by our Greeters
who currently tag all returns and send the customers to the
Customer Service Counter where the return would be processed.
When the Greeter met the customer who wants to make a return
they will enquire if the customer has the receipt. If the answer
is no a tag will be attached to their return. If the answer is yes
,the Greeter will use new capabilities that have been added for
the hand scanner to scan the receipt into our system and the
scanner will show the items on the receipt from which the
Greeter will select the items being returned and enter the
quantity. The system will issue a credit for the purchase and
print a credit receipt for the customer; the Greeter will mark
through the items that were returned on the original receipt.
NOTES: The proposed solution will support our strategic
objective to improve the customer experience by decreasing the
time that it takes for a customer to return goods and minimize
the time that they will spend in line waiting for service. Since

the solution is using data already available and controlled, the
credits will be accurate, which is important to our customers.
Customers have seen our Greeters for years and they have a
relationship with them. This solution will build on the
customer’s relationship with our Greeters and will decrease the
tension that some customers experience when they make
returns.
NOTES: This new process will eliminate the need for the
customer to take returns to the Customer Service Counter. The
Customer Service Staff will be able to concentrate on the more
difficult customer issues, and not require the customer with an
item to return to wait while difficult issues are addressed. Since
the Customer Service Counter staff is relieved of some
processing they can spend that time preparing the returned items
for restocking and sorting them by department, including those
items collected by the Greeter. The decrease in Customer
Service Staff workload could result in a decrease in overtime
during peak periods, additional staff may be required to assist
the Greeter. The simplicity of the system will allow other
employees to be trained and help during peak periods. No new
technology will be needed as the hand held POS that is used for
inventory has the necessary capabilities, but three additional
units will be required. Programming changes will be required to
enable the printing of the Receipt Number and Bar Code on the
receipt and enable the hand held to access the programs needed
for returned items, and the algorithm for how the credit is
processed will need to be revised and implemented. The Wi-Fi
needed for this process is currently available in all stores as it
is used for inventories. Expediting the availability of returned
items could result in increased sales. The costs are minimal and
the equipment purchased could provide back up for handhelds
used for taking inventories. The cost of the programming
changes would be minor as they would be done by existing
programming staff.
NOTES: While there are many benefits to the WERP solution,
there are also some risks. These have to do with whether the

Greeters and the customers will readily accept the new role of
the Greeter in dealing with returned merchandise, and with
Greeters possibly dropping or losing the handheld devices. In
deploying the system, we need to let the Greeters know how
important this new responsibility is and approach it positively.
To make customers comfortable with the process change, we
can use posters to announce a new quick-return service. And, to
reduce loss and breakage, we can supply Greeters with a
holster-type of holder for the device so when they are not using
it, it will be protected.
(The slides that would provide an overview of IT solution
components, IT Skills/Services & Business/Management
Resources are omitted here; be sure to follow the assignment
instructions and include all required information.)
NOTES: There are some important considerations in our design
of WERP that are created by adding the new return processing
capabilities. There are other considerations that are external to
the actual application system, and are part of the business
environment or procedures used.
Accessibility to the scanner and then to the system functions
must be controlled because this application allows access to
financial transactions. The scanners will be kept under the
control of the shift manager who will sign them out to the
authorized employees who will have individual logon ids and
passwords. The system must be available during the store hours
so that returns can accepted. The application, being part of the
larger sales system will be available during store hours, and
Greeters must be at their post from store opening, which is no
change from current practice. Since Financial transactions are
involved the application must be reliable to ensure correct
transaction processing. The use of scanning and transaction data
that is already in the sales system and the fact that no new data
is created ensure the reliability of the system. The application
must be simple and easily learned so that all employees can
become proficient and able to provide help when the volume of
customers is high. Most employees are familiar with the

scanners as they are used during inventories and the new steps
using scanning will make training easy. The Wi-Fi
communication architecture that will be needed is currently
available and is robust and proven; no new capabilities will be
required.
NOTES: The various aspects of Security are important, since
this is a financial system that affects sales revenue and
inventory control. The security requirements will be met using
physical controls, security of hardware devices and the use of
passwords. Since the receipt is required for these transactions
nothing new can be entered and once an item is credited it
cannot be credited again without management approval. There
will be checks in the software that will monitor the credit card
numbers used in the returns for an imbalance between purchases
and credits. Security staff will monitor the security measures
based on their normal procedures used for financial
applications.
NOTES: Once we have the funding approved we will select a
qualified Project Manager who will be responsible for
developing a Project Plan that will include a preliminary
schedule and identify the required resources and the
deliverables that management can expect. Change management
issues will be addressed, both to assist the employees as they
begin using the new application and to manage changes to
policy, procedures and/or the application. While addressed in
the SDLC, training will be an ongoing need as new employees
are hired and to ensure that current employees are updated on
any system changes.
NOTES: As you consider the benefits of WERP, I hope you will
remember your own experience standing in line for an extensive
period to return some item, even when you had all the
paperwork needed. Our customers will benefit from this change
to our return process, which also supports our strategy to
improve the customer experience. I hope you will approve
WERP this morning.
I will be happy to answer any question that you may have.

UMUC Haircuts Stage 1: Business Analysis
Jesse Holmes
Professor Christopher Schultz
IFSM 300 Information Systems in Organization
March 26, 2015
UMUC Haircuts
Stage 1: Business Analysis Environment
Application of Porter’s Five Forces
In the Porters five forces analysis there are five forces that have
an effect on any business analysis environment. Griffin (2012)
says that it analyzes the forces that are competitive within the
environment in which the company is working in order to assess
the profitability potential in that industry. The main purpose of
this analysis is to fight against these forces though the
identification of the competitive intelligence, opportunities, and
competitive advantages. If these five forces are strong in an
industry then there is strong competition and if these forces are
weaker than the competition is decreased (Hill, 2012).
The company is facing sever completion from the other
companies in the same field in the US market and the prices of
the competitors are very low, which puts pressure on the
company to either reduce the prices or increase the quality of
services to compete on the basis of quality.The buyers in this
market have some powers. Those powers are called the
bargaining power of the buyers and these powers are strong in
the business UMUC haircutsand these have negative impact of
the business (Griffin, 2012). As Myra is providing good

services to the buyers, buyers are willing to pay for these
services, but if the consumers are not willing to pay then the
Myra needs to incur the costs of promotion and advertising to
get new customers (Tovstiga, 2010).
The suppliers in this market are very strong and there are two
kinds of impact of these buyers on Myra’s business. In a
negative sense, it can cause the revenue of UMUC haircuts to
decrease. If the suppliers charge higher prices than the profit
margin of UMUC haircuts, the revenue will decrease because of
the increase in prices. On another note, if the suppliers decrease
the cost of the supply, then the cost of Myra’s services will
decrease and the profit margin will increase or Myra can
decrease the prices of the services which will in turn increase
the total revenue and total profits (Griffin, 2012).
The threat of the substitute to Myra’s services is very strong
and the people can go to other hair salons and the business of
Myra will have a negative impact from this. There are many
other hair salons in that area that can give completion to
Myra.The threat of the new entries into the market are very
strong as the industry is open to new entries and the cost of the
establishing new hair salon is not that much and also there are
no complicated procedures to start and new business in this
industry (Hill, 2012).
Strategy for Competitive Advantages
From the above analysis and the case information we can see
that the main competitive advantage of the Myra’s business is
the ability of the experts that Myra has in her business. Most of
the customers come to the shop to get the services of the some
selected experts and these experts are rear in the market. Myra
should focus on these experts motivate them to remain with her
business for longer time. This would maintain the competitive
advantage that Myra already has in her business (Hill, 2012).
Myra should also develop some training programs for the
experts so that they can lean some more expertise to increase
the quality of the services provided to the customers (Tovstiga,
2010). These are some issues related with the database that

Myra don’t have any proper data base to keep record of the
requirements of the regular customers which is not good at all
for the betterment of the business. So there should be some sort
of small customer database using some computer system.
Improve the Marketing Process
At the current time the marketing of Myra’s business is not well
organized and structured. There are some competitors who have
started good marketing which will pose threat to the Myra’s
business as some of the customers are attracted by the adverting
and the word of mouth of the people who have some services
from the company. So Myra should try to collaborate with the
loyal customers and ask them to give their word of mouth to
other people. For this purpose there should be some concessions
to the people who refer some customers so that the customers
can be attracted and also the old customers can be engaged in
the marketing process of the company.
References
Griffin, R. W. (2012). Fundamentals of management. Mason,
OH: South-Western Cengage Learning.
Hill, C. W. & Jones, G. R. (2012), Strategic management
theory. Mason, OH: South-Western.
Tovstiga, G. (2010), Strategy in practice: a practitioner’s guide
to strategic thinking. Chichester: John Wiley & Sons.

Stage 2
Business Analysis and Functional Requirements
Once the business analysis is complete on the first stage,
Myra’s business can reviewed to determine where and how the
Return Process can be improved. For better performance and
return process of the business, it would be better to come up
with several specific ways to improve the process for the
service delivery to the customers. At this point technology is
incorporated to the business process that has been reengineered.
Technology
Solution
to Myra’s business- UMUC Haircuts
To begin with, it would be more beneficial for Myra to buy a
computer to enable her apply the technology. Once that is done
various programs can be installed as follows:
The inventory system can be designed by using the Inventory
Management system: Now that she has employed four part-time
barbers, six part-time stylists, and two part-time shampoo girls,
and is contemplating adding at least two manicurists, the system
will enable her to store to store the employees information. The
information includes the number of hour each employee has
worked in a day. This is done using the designed log in and log

out system. The workers logs in when entering the business
premises and logs out when going out. This designed method
records the number of hours worked in a day.
Myra is also concerned about maintaining an adequate stock of
supplies. It has become difficult for her to keep track of what
supplies have been used and what needs to be ordered. To
overcome this problem, Myra will find it easier to use the stock
control system, a database application. This will determine how
many of particular items are still in stock, She knows that if
she runs out of shampoo or hair spray, for example, that she
will not be able to serve her customers. That is she will be able
to have a record of when new orders of a specified product ar
due to be delivered and also predict stock levels needed based
on previous use instead of taking notes. When this technological
process is adopted, the efficiency of the business would be
witnessed and growth be catered for well.
Storage of customer Information: There are some regular
customers who come to UMUC Haircuts, and Myra recognizes
them, but often cannot recall their preferences. Several of these
customers have called requesting appointments with their
favorite barber or stylist, and, while Myra knows this is
important to them, she cannot assure the customers that it will
be possible. Many of her barbershop customers come in every
two weeks, while most of her customers who want a haircut and
style are more likely to visit a few times a year. Myra would

need to have customers database system so that she can record
customers information and appointments like to know in which
customers comes regularly. Also create time schedules of the
appointments rather than allowing customers to clash on time.
Since UMUC Haircuts is a profit motive business, it would be
advisable for Myra to acquire accounting software. This
software would help in sufficient reporting and tracking of the
transactions. As it is the business guarantee to must cover its
variable costs, fund future improvements and produce a
reasonable profit for the owners. Accounting software doesn’t
only assist in managing and tracking cash procedures it also
helps to determine the success of the business performance
through utilizing quality cash flow.
Development of a system that accommodate changes in the
employee schedules and customer appointments, and update
schedule accordingly, this would work best for Myra so as to
monitor her employees. The sole purpose for that is because all
the employees operate on part time. Also the system would
provide management reports to Myra showing employee
workload, customers served, customer contact information, busy
times/days.
Information technology requirements
Process Step
Input
Information/data item entered into the system as part of this

step
Process
Processing or action the system must perform for this step
Output
Information/data item displayed or printed out for the user in
this step
1
Employees enter the number of hours and times of day they are
available to work.
Records the number of hours and schedules employees as per
the data entered
Produces the information that is relevant and organized as per
the data entered which Myra uses for management
2
Employees enters their requests on time schedules
The system processes the requests and analyses them
The system produces the analyzed information in an organized
way as per the request
3
All the customers appointments are entered and the time
allocated for each appointment
Organizes and analyses the appointment information as per the
data entered
Produces the information as per the command
4

Myra entering information on stock of supplies
Processes and keeps track of what supplies have been used and
what needs to be ordered
Produces the information on the level of stock so as to be used
to make decisions
5
Storage of customer Information
When a command is imposed on it analyses the number of
times the customer attends the haircut
The frequency of the customer is realized thus help make
decisions
6
Recording the number of transactions such as payments and
receivables
Analyses all the transactions and does the comparison
Profits and losses are computed and results produced.
7
Recording accounting information
The information over the years are analyzed and computed
Decisions are made annually as per the results
8
Recording the number of customers attended to every day e.g.
walk ins
The system keeps the record on each day from Monday to
Saturday then compares daily

Myra would be able to note the day she has many customers and
those low then make a decision
9
Recording regular questions that customers ask
As the command is executed, the system seeks the answers and
shows them up
The customers get information and answers to their questions
10
All the systems are interconnected to create a platform and
website for access by management
When there are results that need to be assed either by employees
or customers thy asses them through the internet
All answers are gotten once a command or instruction is
requested on the internet
UMUC Haircuts Case Study

In 1995, UMUC Haircuts was opened by Myra Morningstar in a
strip mall near the College campus. UMUC Haircuts started as a
barbershop with one chair. Over the years, Myra has expanded
her business to include hair styling for both men and women.
Her business has grown to three barber chairs, three hair styling
stations, and a shampoo station. In response to her customers’
requests, Myra would like to further expand her business by
adding two stations for manicures. The small gift shop next
door to her has recently come up for sale, and she is thinking
about acquiring that area for manicures.
When UMUC Haircuts first opened, it was the only barbershop
within a ten-mile radius. It was one of the first businesses to
open in the strip mall where it is located, and the number of
customers has increased each year. Over the years a couple of
other barbershops have opened around the area, and there is
news that a Hair Cuttery (offering men’s and women’s haircuts
and styling only) will open about 5 miles away. In the shopping
center across the street, an expensive spa has now opened where
hair styling is offered along with manicures. Just around the
corner from UMUC Haircuts is a home with a sign offering
manicures.
While UMUC Haircuts continues to grow and profits are
increasing, Myra is sure that she could improve her operation in
the areas of scheduling, supply ordering, inventory
management, collecting customer information, and marketing.

Customer and Employee Scheduling: Currently, Myra takes
appointments by phone and accepts walk-in customers on an as-
available basis. If there is a vacancy in the schedule, she is
happy to have a walk-in customer for that time slot. As her
business has expanded, Myra has found that keeping track of
which employees will be working at any particular day and
time, and matching that with customer appointments has become
almost unmanageable. Until recently, she has been comfortable
with allowing staff to decide what days and times they want to
work, and most of them are part-time. So far, little effort has
been made to find a substitute if one of her employees cannot
come to work. Now, Myra has recognized that she is turning
away a significant number of walk-in customers, and at other
times, her staff is not busy at all. It seems to Myra that she is
very busy on Saturdays, and that Mondays are slow days, but
she has no real data to use to make a schedule for her
employees. She would like you to help her improve her process
for scheduling staff and customers.
Inventory Management: Now that she has employed four part-
time barbers, six part-time stylists, and two part-time shampoo
girls, and is contemplating adding at least two manicurists,
Myra is also concerned about maintaining an adequate stock of
supplies. It has become difficult for her to keep track of what
supplies have been used and what needs to be ordered. She
knows that if she runs out of shampoo or hair spray, for

example, that she will not be able to serve her customers. She
makes notes to herself and sticks them on her office message
board to remind herself to place orders, but she only knows to
do so when one of the employees tells her that the last container
of a product has been taken from the supply cabinet. Many
times, the shop is very busy and either the employee forgets to
tell her, or she forgets to make a note. Myra is happy her
business is growing, but the chaos of making sure there are
adequate supplies is creating a great deal of stress for her.
Supply Ordering: Even if Myra successfully keeps track of the
supplies that have been used, she really does not have time to
place orders to her suppliers. Over time, she has noticed that the
prices she is paying seem to be going up quickly, but she has no
way check to see if she could order supplies at a lower cost. She
is wondering if she could save money by finding lower-cost
suppliers, suppliers who offer free shipping, or suppliers who
sell in bulk. It has become apparent that UMUC Haircuts needs
an improved supply ordering process.
Customer Information: There are some regular customers who
come to UMUC Haircuts, and Myra recognizes them, but often
cannot recall their preferences. Several of these customers have
called requesting appointments with their favorite barber or
stylist, and, while Myra knows this is important to them, she
cannot assure the customers that it will be possible. Many of her
barbershop customers come in every two weeks, while most of

her customers who want a haircut and style are more likely to
visit a few times a year. Myra would like to know in which
category each of her customers fall. She is also seeking your
help in finding a better way to document the process of
maintaining customer preferences and personal information.
Marketing: Myra would also like to contact her customers and
keep them coming back, but currently she has no way to do that.
She would also like to make sure when she contacts each
customer that she is doing so appropriately. She would also like
to provide special offers such as coupons around the time of
their birthday, believing that these types of marketing efforts
would increase her repeat business and her profits. She would
also like to reach more new customers, especially as she
expands her business. UMUC Haircuts uses very little
marketing except word-of-mouth, and essentially still operates
the same as it did in 2000 when Myra opened her one-chair
barbershop.
UMUC Haircuts is a for-profit business and must cover its
variable costs, fund future improvements and produce a
reasonable profit for the owners. Myra would like to expand
into the gift shop area next door, and improve her current
management practices. She also believes that she could actually
increase her profits if she did a better job of marketing in
combination with better scheduling and management of her
supplies.

UMUC Haircuts currently uses no technology. There is not even
a computer in the back office. Myra has hired you to help her
with determining how she could apply information technology
to help her manage her growing operation. Throughout this
course you will assist Myra with analyzing her business and
applying a technology-related solution to improve the operation
of UMUC Haircuts. Your advice will be based on the business
practices discussed in the class and the course materials to help
her increase revenue, keep the business running, and bring the
business into the 21st century.
Note 1: You will be looking for a technology solution. While
installing a tea and coffee bar may attract new customers, it is
not a technology solution.
Note 2: As you approach the assignments, you will find it
helpful to think about your own experiences with a barbershop
or styling salon. Making a trip to a local barbershop or salon
may help you think about the processes, challenges, and
opportunities.
Identify and explain the next steps in implementing the solution
(Stage 5)
Purpose of the Assignments
This case study specifically addresses the following course
outcomes to enable you to:
analyze business strategy to recognize how technology solutions
enable strategic outcomes

analyze internal and external business processes to identify
information systems requirements
identify and plan IT solutions that meet business objectives
analyze business strategy to recognize how technology solutions
enable strategic outcomes
analyze internal and external business processes to identify
information systems requirements
The case study and assignments address the Course Outcomes to
enable you to:
STAGED ASSIGNMENTS
There are four staged assignments which use the Case Study and
are designed to follow the relevant course topics in the class
schedule. The weight of the assignments is shown in the Course
Syllabus. The due dates are shown with the Assignments. Upon
completion of these assignments, you will have performed an
array of activities to demonstrate your ability to apply the
course content to a “real world situation” to:
Analyze the business environment and justify Myra's selected
strategy and process for improvement
Stage 1 Project: Business Environment Analysis (Word
document with analysis)
Determine the functional (business) requirements by analyzing
inputs, processing and outputs for the process selected for
improvement, using the process model provided
Stage 2 Project: Business Analysis and Functional

Requirements (Word document with table of inputs, processing
and outputs)
Evaluate various IT requirements
Stage 3 Project: IT Requirements (Word table)
Propose an IT solution and evaluate what it would take to
implement your solution
Stage 4 Project: Outline of Proposed

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