For Head Office & Corporate Services Department (HO)
- 50 staff each with a PC with MS Office and other task specific applications
- All PCs are networked to a Novell file server for print and file services.
- Network cabling reliable but not Cat5
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2nd Netware server runs finance and personnel applications. Restricted access required.
- Finance application for Novell no longer supported. Windows supported. All other applications available on Windows.
- 4 x high speed Fax machines (standalone)
- Internal email provided via Netware client. No Internet email.
- Finance department need to use reliable electronic transfer document.
- Personnel department need to provide access to payroll and personnel information to international and retail office managers
For Mainframe Location
- Located in S’pore but offsite from Head Office.
Office Hardware & Communications Links
Desired Outcomes
Senior management has detailed the following as key deliverables in this infrastructure and eCommerce upgrade of the company’s key capabilities:
- Empowered staff with enterprise-wide distribution of business critical information
- Optimal decision making through interactive understanding of business opportunities and trends
- Efficient scheduling and utilization of resources
- Streamline business processes
- Gain thorough insight to effectively identify strategies in acquiring, retain and grow customer
- Improved reliability, future proofing technological investments, manageability
Feasibility Analysis
This section describes the feasibility of the proposed infrastructure setup, which conforms to industry best practices. Examples include anti-virus and personal firewall applications providing protection against malicious attacks from computer virus and hackers, also the majority of users are familiar with Microsoft products, with less resistance to their implementation. Network cabling uses the Cat 5E standard which can be implemented easily.
The choice of UNIX and LINUX as the server platform over Windows is due to better stability and Also, compatibility between both platforms has been expanded to enhance Client computers are running Windows, where there’s greater familiarity with the Windows operating systems.
Implementing a web-based solution for the CRS is possible as long as access is made available. With the proposed configurations, the web-based solution will be feasible. The implementation of the proposed infrastructure will be at the Head Office. As existing internet infrastructure is used for communication, there is minimal impact on the other sites.
Proposed Infrastructure Analysis
Having analyzed the current infrastructure, a proposal for a new infrastructure designed to meet existing business needs and its objectives are outlined below.
- Reliability and robustness
- Secure and safe
- Scalability
- Technological Future Proof
Proposed Infrastructure Design
For Clients
- All PCs will be networked. For off-shore offices and the Head Offices, they are networked internally and to the Internet. Printers and folders with the exception of fax machines will be networked as shared resources. Fax machines are not as frequently used.
- All PCs will be equipped with Microsoft Office with MS Outlook as standard applications, and to facilitate easy exchange of data within the organization and with external parties.
For Security
- All PCs will be installed with Antivirus application with regular updates.
- All off-shore PCs will be installed with a personal Firewall too.
- Enterprise multi-tier firewall will be installed at Head Offices and the Disaster Recovery site. Each firewall tier will be distinct from the others, to avoid a point of vulnerability from affecting others.
- Head Office will have restricted Internet access, via the proxy server. This manages network bandwidth, as the same bandwidth will be used by production systems.
For Network
- All cabling uses Twisted Pair Cat 5e. Structured Cabling System will be used throughout the setup of data centers.
- Ethernet Technologies will be used as it is most prevalent and cheapest layer 2 networking technology in the industry
- TCP/IP will be used throughout as it is the layer 3 & 4 networking industry standard.
- All Network Interface Cards (NIC) excluding the servers will use 100 MbaseT Full Duplex. Servers along with the enterprise core switch will use Gigabit Ethernet technology to ensure speedy delivery of data or content.
- The enterprise core switch, which is only available in data centers, will implement VLAN to restrict network traffic between departments.
For Servers
- UNIX and Linux servers are preferred over Windows as they are comparably more stable. With Linux, its cost of ownership is also an additional advantage.
- Windows will however be used for the Head Office login and authentication server as all Head Office’s clients are installed with Windows.
- Linux servers will be used to support simple server functionality like SMTP / POP server, Proxy server and web server.
- Mission critical applications, UNIX platforms such as HP-UX, IBM AIX or Sun Solaris will be used.
- For mission critical applications, the configuration for the servers will be a two clustered node configuration. Both nodes will be used as master nodes but demonstrates fail-over capability to the other node. Hence each node will be in use.
For Infrastructure
- Uninterruptible Power Supply (UPS) system deployed for all offices.
- Fire Control system deployed at data centers.
Additional changes to the current infrastructure design are detailed below. They affect the preceding design approach mentioned earlier.
- The Internet will be used as the communication medium for all offices to communicate; exchange or publish information to each other.
- The Mainframe will be decommissioned to reduce the high recurring expense and removes the dependency on highly skilled IT support staff.
- The new central reservation to be developed will be a web based solution based open system technologies like UNIX and J2EE. The application will support authentication with SSL encryption. Access control matrix will be included too as part of the system design. The use of the reservation system may be extended beyond IMF staff, to partners and customers who want to perform direct reservations. This proposed system will be located in the Head Office of IMF (another saving from the premise currently occupied by the mainframe). This allows easy access to the internal IT support team.
- In addition to the proposed central reservation system, the proposed web site will host public information. This will allow the public to gain easy access to the catalogues and brochures.
- Disaster Recovery site will be setup to ensure business continuity in the event of a disaster occurring at the Head Office. The disaster recovery or alternate site will be located geographically separated from the Production systems. The Call Center was chosen, as it is firstly geographically separated from the Head Office and it had a sufficiently large staff count located at its premise. All crucial servers will have redundant standby servers located at the disaster recovery efforts.
- All IMF staff around the world has access to their own Internet based email account. They may access their account via the web using web based email or via a POP3 compliant email client. This will allow all staff to communicate with each other and with external parties. The email servers will be located at the Head Office. A redundant email server will be located in the alternate site.
Summary of Proposed New Infrastructure Analysis
The proposed infrastructure achieve the objectives defined earlier using the following premises.
Reliability and robustness
- An off-site disaster recovery for crucial operational systems
- Localized clustering configuration for the proposed CRS
- Redundant ISP links located at Head Office
- Reliable cabling with UPS and fire control systems
Secure and safe
- Firewall to protect the enterprise network and systems at the data centers
- Anti-Virus installed on all machines
Scalability
- Using industry standard technologies like UNIX, Linux, Windows and J2EE. With access to large pools of technical expertise.
- Network design adopts a hierarchical design pattern to cater for growth.
Technology Obsoleteness
- The adoption of industry best practices in the proposed infrastructure, takes advantage of the most up-to-date technologies.
Cost Justification
The is S$1,459,295 while the estimated operating expense is S$263,080. Contrasted with the of S$10,030,000, the amount to implement the proposed infrastructure is a mere 20%. See “ and “. The bulk of annual expenses are comprised of the mainframe maintenance3.
The proposed infrastructure reduces the annual cost incurred for maintenance. Saving the company S$8 million every year. Savings from manpower reductions is another factor, as the online website will provide potential customers with the information needed. Customers can make bookings directly to an upgraded CRS. Warehouse Business Unit, which has 70 employees working 24X7 to answer queries and make bookings. With the proposed infrastructure, only 15-30 employees are needed. Hence we can expect the annual expenses to reduce significantly, with profits maintained or increasing - resulting in an increase in revenue.
For the dollar savings outlined above, the benefits of infrastructure upgrading are very attractive. The economic benefits shown are understandably estimated but it is clear that there is much inefficiency in the present system, IMF’s increasingly competitive business environment and diverse business structure requires new capabilities. There is evidence that the current situation is worsening as high volume and complexities of day-to-day operations are stretching the capability of the current system. This requires a new infrastructure to tackle increasing competition and provide more reliability.
The tools that came from the current legacy system were far too difficult for average end user to use without any technical assistance. This is a great need to introduce user-friendly query and reporting tools to improve productivity. As the legacy information system segregated the company’s operational data and data retrieval activities from the production databases it makes data analysis and forecast difficult, directly affecting IMF’s ability to create new businesses.
Past surveys indicates that the upgrading of the infrastructure and migration to a business to business eCommerce platform, while requiring strong commitment from management and dedicated resources to achieve a successful outcome, is in the opinion of the business owners and the users of the system, well worth the effort and of lasting benefit to the business. In nearly all cases, the final judgment has been that the business would not have survived without the upgrading of its infrastructure. If not implemented soon, the business will severely lose it competitive advantage.
Information Management
Microsoft Project 2000 was used as the central command and control tool to co-ordinate all aspects of the project planning, human resource scheduling, communications and tracking purposes.
Quality Management
Critical Success Factors are used to evaluate short-listed proposals from 3rd party vendors. As this project does not lead to an eventual implementation the eventual outcome is not measured. Rather the method employed to evaluate the competing proposals was a modified QFD analysis in which the Desired Outcomes were balanced against the attributes of the new eCommerce ( in a Table with a weighting factor assigned to each combination. This table is shown at
The methodology for the development of the table at was as follows:
a. Using the desired outcomes given by senior management, they were weighted according to the importance to IMF INT’L, using a 1, 5 scheme in order to work out the differences.
b. Determine the Critical Success Factors of the eCommerce platform. Each factor was then examined for its effect on the desired outcomes and scored using the same scoring system as above.
c. The weighted scores were then calculated for each factor/outcome pair and a total weighting factor for each critical success factor was calculated.
d. The result was the table shown at with 15 Critical Success Factors and a calculated weighting factor for each.
Evaluation of proposals
In order to ensure independent IT advice to assist the project, this project has evaluated the business analysis and Request for Quotation (RFQ) for the upgrading of IMF’s existing infrastructure is established
Business identification is split into several phases in determining tactical solution, addressing this project. Initially, a technology pilot was launched which acted as a functional search to form the basis beside the budget and RFT/RFP (Request For Tender/Request For Proposal) and the evaluation of the systems are against the broad criteria in the RFQ, which is recorded in the spreadsheet at
The strengths and weaknesses analysis of each proposal are recorded in the appendix with a conclusion of the team’s overall impressions of each system and whether it would meet the requirements. This phase of evaluation will determine each system’s assessment and on whether a decision is necessary to continue to evaluate that proposal.
Selection of Tenderers
The Requirements Analysis showed that the type of software that would be most likely to meet our needs was a robust eCommerce engine. Accordingly, three companies were selected for evaluation against requirements analysis. Tenders were sought from eight different companies and five proposals were received. Two did not meet our requirement criteria and were not listed. These are listed at - STRENGTHS / WEAKNESSES EVALUATION.
Proposal Evaluation
The strengths and weaknesses analysis of each proposal are recorded in the appendix with a conclusion of the team’s overall impressions of each system and whether it would meet the requirements. This phase of evaluation will determine each system’s assessment and on whether a decision is necessary to continue to evaluate that proposal. The result of this analysis is presented at
The first phase has invited several proposals and the shortlist proposals are being further assessed and evaluated.
Indication of vendor status for software
The quotation process has eliminated the least relevant and the project proceeds into next phase of the Evaluation of Short listed Proposals against the Critical Success Factors. In order to ensure that each system is evaluated under the same conditions a set of test data was prepared with input from Consulting Services, Rapid Prototyping and Tooling and Financial Services. The results of the QFD Analysis presented at should enable a relative score to be obtained to assist in the evaluation.
Functional / Performance Evaluation
Based on the results as tabulated in the the software impression is certainly based on the dealing with the respective vendor that representing their company. In order of popularity against the critical success factors, the software products are derived to be as follows:
First choice : MegaLink Systems (overall score of 18282)
Second choice : AKNAF Software Inc. (overall score of 11988)
Third choice : CodeQuest Limited (overall score of 10586)
The final evaluation sheet against the critical success factors is in Appendix F.
Human Resource Issues
Representatives from the business units will be appointed Project Champions. Who will work closely with the development team, tasked with setting up the proposed infrastructure. This arrangement is ideal for gathering business unit operation requirements and reconciles any incompatibilities. Once senior management gives the go-no-go decision, HR will look at the overseas trips and plan a timetable for interaction with the technical representatives from MegaLink Systems, the vendor who is likely to get the contract.
The proposed infrastructure targets specific areas of technology in improving IMF’s business operations. Such as reliability and robustness, security and safety, scalability and preventing obsoleteness. The proposed infrastructure offers faster connectivity within and beyond the office thus enhancing communications; reduced need for manpower with online applications; business continuity with disaster recover plans; and finally alignment with current technologies. As such business units’ managers are enthusiastic and support the plan totally.
The proposed implementation bears little impact to the users and most of the implementation work will be on the backbone of IMF’s network connectivity. The primary impact is the learning curve and user resistance of the proposed web-based CRS and the use of corporate websites for information and online bookings. The use of anti-virus and personal firewall applications is expected to be a non-issue as the number of users in this category is small and thus resistance is minimal. These issues are resolved with migration plans and user education. When users become accustomed to the new technology and applications, these will become a vital part of their daily function and productivity will increase correspondingly.
Project Risks
The current Chairman is really old school, building the company single handedly without much education. He believes in the personal touch and has resisted previous attempts at adopting email in the company. He has brought in a new management team for the business to survive him and wants a clear business case in investing the money for upgrading the company’s infrastructure. With a clear savings of S$8 Million annually from operating expenses alone, this project costing S$2 Million is makes financial sense and there is little expectation of opposition from the Chairman.
User resistance to change is an observable threat to the successful completion of the project. Understandably the pioneers of the company will feel that their jobs are threatened, given their mental apprehension of using computers. As well as the removal of actual touch, as previously they could see a document as part of a well known process being passed around and worked on. Now they had to contend with email that goes into a computer and they have no idea where it went. Training will be used to mitigate the risks of users’ fear in using a new system. Details of the training will be looked at after senior management has given the go-ahead for the project. As currently staff movement can be fluid and once a clear directive from management goes out to the staff, we can expect them to stay in town longer. Whereby training schedules can be planned and delivered.
Technically, we are quite confident that MegaLink Systems are able to deliver the goods. They have been a systems integrator for the pass 8 years and are fairly experienced.
IMF Int’l Corporate Culture
Most of the staff of IMF Int’l have been with the company on an average of 18 years and are in their mid fifties, this is especially so for the operational side of the business - namely the logistics business unit of the company. As one can imagine, these groups of individuals are seen as pioneers of the company and are highly resistant to changes to their work processes. Which till now is based on phone calls, faxes and on-site inspections, most have not used a PC previously.
Initially low morale among employees due to changes in their work and possible retrenchments are expected. In the long run, we can expect improved customer service, faster response time, less customer complaints and alignment with industry technologies. As the chairman is very patriarchal in his leadership style, his core management has always looked to him for leadership in terms of setting the direction for the company. We have not noticed and do not expect much of organizational politics to prevent a successful implementation, as the key stakeholders do not feel threatened by this new system. As they are excited about the changes and confident the chairman and the new management team he has put together will bring IMF Int’l into the next lap.
Recommendations and conclusion
We propose the adoption of the proposed IT infrastructure. There is a clear business case for the adoption of the proposed infrastructure, as the operational benefits and savings clearly point out. Senior management and end users will be able to clearly envision the tangible benefits of improved efficiency in their work and reduction in equipment downtime. These are translated into increased revenue and profits for IMF Int’l.
Technically it is doable; the technologies are well understood are the applications are fairly common. While this IT infrastructure upgrade can be a major effort, when managed as smaller migrations. It will offset the effects of a big bang approach, where everything is done all at once. Email between users of CRS via that system compromises that systems’ security. Our recommendation is to move the mail server into the DMZ.
The desired outcomes outlined by the senior management can be achieved with the implementation of the eCommerce system. The proposed system is designed with the following in mind; reliability, robustness, security, scalability and is technologically future proof.
Appendices
Appendix A - Proposed Infrastructure Design
Appendix B - Head Office Network Diagram
Appendix C - Retail Business Unit Office cum Disaster Recovery Site Network Diagram
Appendix D - Component and Cost Structure
Estimated Operating Cost for Current Infrastructure
Estimated Operating Cost for Proposed Infrastructure
Promotion and Marketing Department Costing
Retail Business Unit
Warehouse Business Unit
Head Office & Corporate Services Department
Data Center Costing
Appendix E - Functional / Performance Evaluation of Short-listed Proposals
Appendix F - Product Score Sheets for Tenderers
Appendix G - Strengths/Weaknesses Evaluation
VENDOR: MegaLink Systems
PRODUCT: Business Objects
Strengths: A total e-business solution, with source code thrown in as well.
Weaknesses: Extensive support locally, as well as Europe, US and their accounts servicing team show great enthusiasm. Customization is affordable
CONCLUSION: It meets the criteria being the least expensive and most comprehensive in terms of flexibility in modules relevant to the logistics industry.
VENDOR: CodeQuest Limited
PRODUCT: Codeworks
Strengths: A proprietary eCommerce platform technology environment
Real-time information collection and presentation
Weaknesses: Support is limited to local only; they are expanding into the same regions as IMF Int’l.
CONCLUSION: Suitable due to comprehensive business to business freight forwarding modules.
VENDOR: AKNAF Software Inc
PRODUCT: Advantage
Strengths: Good to be used in Microsoft environment.
- Customisation Accounting and modules
- Simple
- Real-time information collection and presentation
Weaknesses: Support is available in areas where IMF Int’l are
- Proprietary customization
- Lacking in finance modules
CONCLUSION: Meets criteria, suitable due to comprehensive logistics modules.
Appendix H - Scoring of features
References
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