Specifying Hardware and Software Need to Resolve Problem of Qualification of Outsourced Teams - Research Proposal Example

Purchasing Agent. Report Inserts His/Her Inserts Grade Inserts Most businesses that outsource their customer services departments often challenge the problem of the insufficient qualification of the outsourced teams. Taking into account this problem, the report is aimed at creating the required basis for training the team of 75 customer service representatives. The report involves creating and analyzing the questionnaire for forming the RFP, ways of distributing the RFP, as well as detailed timeline for adjusting the training program. The timeline is designed with special emphasis on the successful RFP distribution, and the overall plan is created with the premise that the customer service representatives department will start working in nine months. Executive Summary The report is divided into three key parts. The Part One involves designing the questionnaire, aimed at defining the key software and hardware specifications and identifications. The questionnaire touches upon the issues, closely associated with the working environment, preferences and requirements of the workers, as well as the statement of the key principles and rules, needed for proper selection of the hardware. Part Two involves setting of the key requirements towards the hardware and software needed (creating the Request for Proposal), as well as defining the ways of the RFP distribution. Part Three is the timeline for resolving all the issues associated with creating the technical basis, and accomplishing proper training with the customer service trainees. Objectives 1. Analyze the key needs and requirements for the hardware and software, assuming the general standards applied for most jobs. These requirements will be used as the basis for the questionnaire. 2. Compose the questionnaire, basing on the standard practices, with offering clear rationale for offering each question. 3. Basing on the questionnaire composed, create the RFP, and define the preferred distribution channels for the request. 4. Create the timeline, planning the required preparations and trainings, needed to train 75 customer service representatives. Part 1. Need Identification and Specification Questionnaire In fact, defining software and hardware requirements for a company requires proper awareness of the sphere, the company is engaged into. This is essential for defining the required software, as well as some of the periphery hardware features and parameters. Question 1. Which OS is planned to be installed? This question is needed to define which architecture, and hardware can be used. Therefore, since most operational systems are intended to work with certain hardware, this question is meant to define the compatibility issues, as well as the RAM parameters, depending on the x32 or x64 system choice. Question 2. What are the key occupations of the people, who will be working at these computers? As a rule, the job and responsibilities can be helpful in defining the standard range of the software installed, as well as some hardware parameters such as RAM, network access speed, video card, etc. Therefore, designers need more powerful video card, and improved color rendering displays, while accountants do not. Copywriters require ergonomic keyboards, and monitors with adjustable color schemes, for adapting the lighting in accordance with the surrounding light. Question 3. What is the planned budget? In fact, the financial aspect can be regarded as one of the most important, since the budget defines the upper limit of the hardware quality and parameters. (Peyrefitte, and Golden, 2011) Question 4. What is the budget allocation for hardware and software? Some companies work with licensed software. The others prefer free and open-source solutions. Therefore, since most open-source solutions may not be optimized properly, these will require increased demands for the hardware parameters. Question 5. Are further updates planned? Regardless of the limited budget, the company may be planning updates in the future. Therefore, in order to optimize the costs, some upgrade capacity can be left. (Keeling, 2010) Question 6. How much HDD space is needed? Regardless of the general requirements for HDD space depending on the job specifications, this parameter, as a rule, is highly individual. Therefore, the workers may or may not be allowed to keep a certain amount of their personal files. Some designers require at least two Tb of the HDD space, while the others suffice 500 Gb, and less. Question 7. What are the specific software requirements of the team? Most people have their own requirements and preferences. These may be: e-mail managers, planners, audio players, working tools, etc. Therefore, if the company is eager to care of the team members’ comfort, this question may be of a particular importance. Question 8. What are the data safety principles taken within the company? This question is essential for deciding whether antivirus, and firewall solutions are needed. Therefore, if the security policies are centralized, and workers are forbidden to plug unchecked data carriers, there will be no need in extra safety measures. Question 9. Quantity of the USB ports needed. In fact, this question may seem irrelevant to some consumers, however, some use several simultaneously connected devices for the most effective and ergonomic work. Since a USB hub is not always an option, this question is important enough. Question 10. Quality and stability of the electro energy supply. It is known that power leaps are among the most common reasons for the hardware breakdowns. Therefore, this question is intended to find out whether the consumer will need the UPS. Question 11. What is the working environment? If the computers will be working in a dusty room, or space with the increased humidity, or air temperature, solutions for hardware protection, and cooling should be considered. Additionally, the consumers should have an opportunity to order the increased endurance system unit box. Question 12. Are there any specific noise requirements? Noise originated by the system processor is crucial for the teams that require calm and quiet working atmosphere. However, if such factors as music, loud discussions, or noise pollution are common for the working room, this question is irrelevant. Part 2. Request for Proposal The Waters, Inc is requesting proposals for providing and assembling computers for the team. The key needs and requirements for the computers are based on the questionnaire given in the Part 1 of the paper. Therefore, the company will need 122 computers for various tasks 1. The company is planning to have Windows 7 installed on 45 computers. The remaining five will be used by the IT department, and these will be with Linux core OS installed. 2. Jobs People Specific Requirements Designers 6 (+2 trainees) High capacity video card for image processing and CAD, 20’’+ monitors. graphic pads Accountants 2 Accounting software, and quick DB access (including backup access) Copywriters 5 (+ 3 trainees) Ergonomic keyboards Executives 7 Planning software IT 5 Sales dpt 7 Quick DB access Customer Service dpt 7 (+ 75 trainees) Noise resistant headsets, 20’’ monitors HRM dpt 3 3. $130 000. The budget can be 10% extended. 4. Up to $25 000 for software purchasing can be used. 5. Updates are not planned. Instead, the company is planning extension, and additional computers will be required. 6. 120 Gb for each PC will suffice + 2Tb for the backup server. 7. Jobs Specific Requirements Designers Graphic processing software: Adobe PS, Adobe Illustrator, AutoCAD Accountants MS Outlook planner Copywriters Open Office text editor Executives MS Outlook planner, MS Project IT Sales dpt Customer Service dpt HRM dpt Database software for storing personal data of the team and candidates 8. The team members are not allowed to plug in their personal data carriers, while corporate flash drives are scanned regularly. Antivirus solutions and firewalls are not required, since all the safety filters and scanners are installed on the internet access, and e-mail server. 9. Four USB ports will be required. Designers will need six. 10. UPS is not required 11. The working environment is standard. No specific requirements are given 12. Noise level is standard. RFP Distribution The RFP will be distributed among the suppliers with positive reputation, and minority-owned business companies. Therefore, the attention will be paid to the manufacturers, such as Dell, Acer Inc., Falcon Northwest, Velocity Micro, as well as retailers, including Charterpoint Supply solutions, Hardware Supply Company Inc. The preference will be given to the most optimal solution offered, however, considering the fact, that retailers often deal with several suppliers and manufacturers, the chance of getting a perfect proposal from these companies are the highest. (Greenfield, 2011) The RFPs will be distributed among the companies that will agree to cooperate with the Waters, Inc on the mutually advantageous basis, and will agree to fulfill all the requirements of the further requests. Additionally, the potential supplier will have to consider the opportunity of the computer testing by the company’s representative, as well as further technical service of the computers provided. Considering the requirement for the minority-owned businesses to participate in the supply, it should be emphasized that these companies will have to grant their proposals within a month at least. Therefore, assuming that up to a month will be spent for the RFP distribution, and finding the potential suppliers, and another month is needed for taking the corresponding decision, the Waters, Inc will have seven months left to get the computers tested, assembled, and adjusted for proper work, and for further training of the team, and 75 customer service representatives. Part 3. Timeline of the Tasks and Activities The tasks and activities needed to train the 75 customer service representatives are closely attached by its terms to the terms of the computers supply, and the readiness of the technical part of the training program to work. Therefore, it should be stated, that the actual importance of the training program needs to be explained to the suppliers. In the light of this statement, it should be emphasized that the training program will be IT oriented, and the tasks and activities, involved into the training program, will involve IT literacy, along with the communication, phone conversation, and sales trainings. 1 2 3 4 5 6 7 8 9 Computer and RFP phase Creating and distributing the RFP ◊◊- Analyzing RFPs and Setting agreement with the supplier -◊◊ Test, and delivery --◊ ◊◊- Assembling and adjusting computers for proper training -◊◊ Training Phase Employing trainees ● ◊◊- Computer literacy --◊ ◊-- Communication training --◊ ◊◊- ● ● Sales techniques ● ● ● Conflict solving training ● ● ● Test assignments ● Probation period ● ● ● – a month ◊ – a decade The timeline is based on the premise that the IT phase will be accomplished within two months. The proper training of the sales representatives requires touching upon numerous aspects, required for the high quality customer services. Therefore, the training program involves all the necessary communication skills training, as well as computer literacy as the basis of the proper work. Since the process is divided into two key spheres, the team members, responsible for these phases, will have to make sure all the sub-phases are performed in a proper way, and they will have to report the emerging problems, in order to shift the further plans. Therefore, the IT experts of the company will be responsible for testing and assembling the computers, and for the software installation. Additionally, this team will perform the necessary training courses for the employees and trainees. Sales executives will have to find the RFP distribution channels, and arrange contacts with the suppliers. Sales department, jointly with the customer service department experts will develop and perform the training program, involving communication, sales, and conflict solving techniques. Conclusion In order to specify the hardware and software need, the questionnaire, consisting of 12 questions, touches upon the key tasks and assignments, that will be performed with the computers, as well as the working environment, and people’s preferences concerning the hardware and software. The RFP, based on the questionnaire results, will be distributed among the hardware manufacturers, as well as hardware retailers. Such an approach will help to get the maximum optimal variants, and increase the choice range. The timeline may be regarded as the key aspect needed for proper training. Therefore, it involves all the technical and training aspects, since some training programs can not be started unless the computers are delivered and assembled. Reference List Greenfield, E. (2011). PC-Based Multimedia Hardware: Emerging Technologies Offer Full-Motion Video. T H E Journal (Technological Horizons In Education), 18(10), 12 Keeling, D. (2010). A Buyers Guide: High-End Accounting Software. Journal of Accountancy, 182(6), 43 Peyrefitte, J., & Golden, P. A. (2011). Vertical Integration and Performance in the United States Computer Hardware Industry. International Journal of Management, 21(2), 246. Read More