BIT352 Systems Implementation & Service Management – Final Individual AssignmentBIT352 Systems Implementation & Service Management Individual Assignment Page 1 of 10 Contribution:Submission:40% of overall mark for the subjectWeek 14Type:Final Individual Assignment Assignment RequirementsThere 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 level2. Apply the theory to the SPA Organic Herbs Case Study.3. Gathering information: Use the lecture notes, tutorial work, Internet, and other sources (textbooks, magazines, journals, personalcontacts etc.) to find examples of Service Level Agreements. Ensure you cite the sources of your information correctly. Using thisinformation, make recommendations as outline in the requirements on at least two of the divisions unless otherwise stated.Please note this point about plagiarism or academic misconduct. Any academic misconduct that is proven to be will result in your assignmentbeing graded as a fail.Case Study BackgroundThe 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 SPA Organic Herbs Pty Ltd. Senior management have heard a lotabout other projects in businesses where new computer systems were poorly implemented. They want the new systems to operate properlyright 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 SPA Organic Herbs that theimplementation of the new systems will run smoothly, that the systems will operate properly, and that staff will quickly utilize the newfunctionality.Question One – Organisational ChangeQuestion Two – Product Development, Usability and Acceptance testingQuestion Three – The Service DeskQuestion Four – Documentation and TrainingQuestion Five – System Release and DeploymentBIT352 Systems Implementation & Service Management – Final Individual AssignmentBIT352 Systems Implementation & Service Management Individual Assignment Page 2 of 10Question One – Organisational Change (6 + 4 + 3 + 4 + 2 = 18 Marks)Senior Management at SPA Organic Herbs in the rural cities of Shepperton and Milawa have informed you that they are concerned about staffaccepting and utilizing the new systems. Some staff are not technically competent and some of them are so use to the existing systems they donot want to change. There are other reasons that may not be obvious. Other staff at various levels of management and in different areaswithin the organization are quite comfortable with the idea of a new system.Additionally, at the Milawa facility processing shed that has just been acquired by SPA Organic Herbs, Senior Management has learned thatthere 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 detailsof the major stages and the importance of change agents throughout the process. (6 marks) ii.What are some of the Internal and External Factors at the Milawa Processing Facility that will affect the change process during theimplementation? (4 marks) iii.What are the measures that will help ensure that the new system will be implemented productively at the Shepperton Site? Use theLewin/Schein Change Management Model as a guide. (3 marks) iv.While implementing the change describe the difference between Top Down Change and Bottom Up Change and describe how thesewill affect two of the department and the staff at SPA Organic Herbs. (3 marks) v. Why would staff at SPA Organic Herbs “resist the change”? What form would that resistance take? (2 Marks)BIT352 Systems Implementation & Service Management – Final Individual AssignmentBIT352 Systems Implementation & Service Management Individual Assignment Page 3 of 10Question Two – Product Development, Usability and Acceptance testing (3 + 7 + 4 + 4 = 18 Marks)Senior Management want to be assured that appropriate testing will be undertake at all stages in the systems implementation within the timeand cost restraints of the project. You are required to provide a detailed outline of the implementation’s testing processes. Using yourknowledge of testing as detailed in seminars this semester, outline the testing your team will undertake in this implementation.Your answer should include: i.ii.A brief overview of the overall test plan for the Web site development of the Retail Sales Division. (3 marks)With the Web Site development of the Retail Sales Division detail the major stages of the development and implementation that willneed to be tested, and list the testing strategy that you will undertake at each stage. (7 Marks)What are the Considerations in Test Estimation for the Web Site development of the Retail Sales Division. (4 marks)During Acceptance testing List the Test methods used and detailed how SPA Organic Herbs will Alpha and Beta Test the New websitefor the Retail Service Division (4 marks)iii.iv. Question Three – The Service Desk (4 + 2 + 4 + 4 + 4 = 18 Marks)SPA Organic Herbs currently have a small IT department that maintains their computer systems. Maintenance requirements will besignificantly expanded when the new systems are introduced, and it will be more complicated with the addition of a new facility at Milawa.SPA Organic Herbs have recognized that the on-going support for the new systems needs to be better managed. They have heard a lot about ITService 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 SPA Organic Herbs on the issue of establishing an IT servicesupport system incorporating a Service Desk using Service Desk Software. Prepare a draft of what you will say in your presentation. It shouldinclude things such as: i.ii.iii.What will be included for SPA Organic Herbs IT Service Catalogue and an IT Customer Portal? Justify your decision. (4 marks)What Service Desk Functions can be automated for SPA Organic Herbs. (2 marks)What is meant by a Service Level Agreement (SLA) and what will be included for the SPA Organic Herbs IT Service Desk and ITDepartment (4 marks)Choose a Service Desk Software package to recommend to SPA Organic Herbs, what are the benefits (and possible disadvantages) thatcome from a service support system? (4 marks)iv. v. An outline of how SPA Organic Herbs might implement an IT Service Desk (4 marks)BIT352 Systems Implementation & Service Management – Final Individual AssignmentBIT352 Systems Implementation & Service Management Individual Assignment Page 4 of 10Question Four – Documentation and Training (9 + 9 = 18 Marks)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 beused effectively as quickly as possible after release. A key component of deployment is documentation and training.At SPA Organic Herbs you are responsible for organizing the documentation and training for the new system. Prepare a broad overview thatoutlines 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 softwarerequired by the Management Division. Hint: your outline must include all the documentation for the system not just userdocumentation. Identify the form (paper based, FAQ, spreadsheet, data base, configuration etc.) of each type of documentation. (9marks)ii. A training outline you will undertake for the different groups within SPA Organic Herbs to implement the Management Division SAPBusiness One processes within SPA Organic Herbs. It should include details of the type of training you intend to undertake, how youintend to conduct your training and the timeline of training events. You must justify your decision. This may involve more than users ofthe system. (9 marks)BIT352 Systems Implementation & Service Management – Final Individual AssignmentBIT352 Systems Implementation & Service Management Individual Assignment Page 5 of 10Question Five – System Release and Deployment (8 + 10 = 18 Marks)This is a large project with several key components. Each component will impact on various aspects of the business. In addition, many of thecomponents are interdependent and require the successful implementation of other components of the system. Careful thought will need tobe given to the appropriate cut over strategyThere 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 inseminars this semester. (8 marks)ii. Outline what you believe would be an appropriate cut over strategy for the key components of the system developed under thisproject for two of the five divisions at SPA Organic Herbs. Note, it is possible that there will be different approaches at different stagesof the project. You will need to justify the reason for your choice. (10 marks)➢ Select Two of the divisions/sectors for your answer➢ Herb Processing and Packing Division➢ Retail Sales Division➢ Management Division➢ Maintenance➢ Integration of systemsPresentation (10 Marks)Has been proof-read for structure, consistency and vocabulary, spell and grammar checked, follows a template and contains a Cover Page, agenerated Table of Contents, and appropriate References (10 marks)BIT352 Systems Implementation & Service Management – Case StudyBIT352 Systems Implementation & Service Management Individual Assignment Page 6 of 10Appendix – A – Case Study – SPA Organic Herbs Pty LtdSPA Organic Herbs Pty Ltd is situated approximately 180 km from Melbourne in the busyregional town of Shepperton. SPA Organic Herbs Pty Ltd is owned by a co-operative of localHobby farms. It is primarily a processing facility shed that stores and dries herb productsfrom items produced by local hobby farmers. Various forms of herbs are processed by SPAOrganic Herbs in the area throughout the year. The product is transported by farmers to theSPA Organic Herbs processing facility where it is processed and then packed to be sent tolocal and interstate markets. SPA Organic Herbs have a contract with a wholesale distributorand products are dry stored and then transported to New South Wales and throughoutVictoria to organic specialist stores. Dry Processing and packing are the major focus of theco-operative, and it returns dividends back to individual farmers who are members of theco-operative. SPA Organic Herbs employ 19 staff in the herb drying and packing area.In addition to the herb drying and packing operation, the co-operative has a retail shop thatsells produce and farm products to the local community with a focus on the organic hobbyfarmers. hobbyists, who may not necessarily be members of the co-operative, are able topurchase hardware, feed produce, organic fertiliser and other items from the retail storelocated at the front of the facility. Although it was originally intended to provide basicservices, the retail store has expanded in recent years. It now employs 8 full time staffincluding a retail manager and earns approximately 25% of the co-operative’s income.One years ago, in response to perceived demand, the co-operative expanded into smallmachinery maintenance and repairs. The engineering section was originally located in onesmall corner of the drying shed, but it now requires considerably more area to maintainfarm equipment to order.Eighteen months ago, SPA Organic Herbs Pty Ltd acquired another packing and processingfacility at Milawa approximately 100km to the east of Shepperton, this facility providesorganic fertilisers and mulch to the extensive vineyards in the area. This facility will increasethe capacity of SPA Organic Herbs by approximately 50% in the near future.After the acquisition of the new facility, it became obvious to the management of SPAOrganic Herbs that they needed to assess their current processes and computer systems.They recognized that in an effort to remain competitive, to expand their market, to reduceunit costs and to streamline drying and packing processes. Significant changes needed to bemade to their existing processes and supporting computer systems in all the areas ofbusiness. The six-month review made several significant recommendations. From theserecommendations, management decided to upgrade the current equipment in the dryingand packing shed and install a new computer-based processing control system. In addition,they have decided to install or upgrade and then network all the computer systems of theplant. The network should support internal and external email and have web access. Inbroad terms the project will involve work in the following divisions in EACH location(Shepperton and Milawa):BIT352 Systems Implementation & Service Management – Case StudyBIT352 Systems Implementation & Service Management Individual Assignment Page 7 of 10The staff breakdown For SPA Organic Herbs at Shepperton and Milawa; FunctionSiteNo. StaffAdministration and Head officeShepperton Factory8Sales StaffMobile (from SheppertonFactory)8Processing and DryingShepperton Factory19Maintenance and RepairShepperton Factory3Retail ShopShepperton Factory -Retail shop4Total Staff Shepperton42AdministrationMilawa Factory3Sales StaffMobile (from SheppertonFactory)1Processing and DryingMilawa Factory8Maintenance and RepairMilawa Factory1Total Staff Milawa13 Herb Processing and Packing Division:Each container of produce must be weighed before packing and record the number ofpacked cartons. Damaged or inferior quality produce is to be recorded. The new system willinvolve an automatic weighing and recording tray for these containers. The system willrequire monitoring and control functions for management responsible for this areaRetail Sales Division:The retail shop will be fully computerized for pricing and accounts, online ordering andselling, and an extranet for distributors. A web site is needed for advertising and sales.Management Division:This part of the system will implement SAGE Intacct Enterprise Resource Planning (ERP);• HR and people Engagement for all employees to manage payroll and HumanResources.• ERP for Midsized Companies for accounts to customers, and the calculation ofdividend cheques to co-operative members.• SAGE Business Intelligence using the Intelligent Enterprises Package in order toprovide specialist Executive Information Systems and reporting for management.• https://www.sageintacct.com/• https://www.sage.com/en-au/products/sage-business-intelligence-reporting/• https://www.sage.com/en-au/human-resources-software/Maintenance:This area is to be expanded and the system must be able to handle maintenance of smallfactory machinery, (Chainsaws, Slashers, Rotary Hoe’s, Mini Cultivators, PowerWheelbarrows Walk tractors etc). A web site is needed for advertising and sales. Currentlythis division of the business is not incorporated into the existing computer system.Integration of systems:Integrate all the systems in and between each SPC location in Shepperton and MilawaBIT352 Systems Implementation & Service Management – Marking RubricAppendix – B – Marking Rubric ExcellentVery GoodGoodAcceptableUnsatisfactoryNoneHD – 80%D – 70% – 79%CR > 60% – 69%P 50% – 59%Fail 60% – 69%P 50% – 59%Fail
