Telecommuter, Inc. Vendor Performance Metrics via Mobile

1. Telecommuter, Inc. Vendor Performance Metrics via Mobile Team 1Andrew Wong Asad Saqib Edward Lewis Jon McDonald Tina Cheng May 10, 2014

2. Project Overview • Executive Summary • Part 1: Business Requirements • Part 2: Technical Specification Part 3: Implementation Plan • Demo • Questions

3. Executive Summary • TeleCommuter, Inc. (TC) Background • Business Problem • Business Solution • SMILE – in-house mobile app • MicroStrategy – Business Analytics • Workflow • Project Cost and Benefit • Success Metrics

4. Telecommuter, LLC Background Start-up company, that provides office products, IT equipment, and services Reseller and service integrator E-commerce broker All products sourced from third-party vendors Targets consumer market as well as small to medium sized business

5. Project Focus: Home Office IT Installation

6. Problems and Solution Operating cost • Proposed Solution: Vendor performance web application & mobile app • Collect vendor performance metrics on-site for business analysis • Mobile Business Process Management • Problems: • TC has identified ongoing customer service issues with some of their third party installation & maintenance vendors • As a result TC is experiencing reduced revenues and increasing operating expenses • Current vendor management system is outdated

7. Part 1Business Requirements • Business context: “As-is” and “to-be” • Required Functionality • Business Benefit Justification & Success Metrics

8. Business context: “As-is” and “to-be” • Current Service Request Process (AS-IS)

9. Business context: “As-is” and “to-be” • TO-BE Service Request Process

10. Required Functionality

11. Mobile Application Look and Feel Customer Signoff 1 4 7 2 3 5 8 6 9 Secure login to protect company data Service schedule Check-InCheck-out Time submission Submit Service Rating

12. Web Interface Tentative Web View Design-TC Staff View Service request Status Assign Vendow Show Field Technician Location on Map Check in / checkout time

13. Vendor Performance Metrics Analytics

14. Vendor Performance Metrics Analytics

15. Business Process Diagrams TC Vendor Assignment Process

16. Business Process Diagrams Vendor Performance Data Collection – Mobile App Vendor Performance Ratings Analytics

17. Business Benefit Justification • Operation Time Saving • The automated vendor assignment (VM) system will decrease the time spent by TC service specialists on vendor assignment and order fulfillment by over 80%. • Manual Vendor assignment takes 80% of the TC service specialists’ duties. • Managing problematic orders currently accounts for less than 20% of time spent by TC service specialists.

18. Business Benefit Justification Cost Saving

19. Part 2Technical Specs • Enterprise Architectural Approach • Software Solution

20. Enterprise Architectural Approach • Leverage existing cloud-based infrastructure • Master and slave data backup and elastic load balancer. • SMILE system hosted on new Amazon AWS EC2 web server. • SMILE integrates Order Management System and vendor information within single DB. • New Business Analytics Tool - MicroStrategy.

21. Technical Architectural

22. Software Components TC e-commerce website SMILE – Order Management Web App with method to trigger workflow SMILE enables user to submit service updates. MicroStrategy data analytics software to analyze vendor data and generate vendor ratings.

23. Part 3Implementation • Project Development & Deployment • Operational Governance • Risk Management • User Enablement • Success Metrics

24. Part 3: Project Development & Deployment • Overall Project Timeline • Est. completion time 9-months. Pilot • Planning (1.5 months) • Development (~4-5 month) • S-SDLC • Deployment Pilot (1 month) • Phase 1 – Random Vendor Assignment • Phase 2 – Vendor Assignment based on defined metrics (deploy 3 months after phase 1) Phase 1 Phase 2

25. Project Milestones Pilot Phase 1 Phase 2

26. Operational Governance • Roles and Responsibilities • Exec Sponsor, Steering Committee, Project Manager, etc. • Technical Support Help Desk • Low, Medium, High Priorities • Change Management • Change Control Board

27. Operational Governance • Project Steering Committee • Executive Sponsor

28. Risk Management

29. Risk Management

30. User Enablement Roles

31. Success Metrics No severe outages within first six months Maximum of 20 anomalies within first six months 100% Vendor Adoption of Mobile App by end of year. TC Service Specialist man hours decrease by 80% within one year. Operational costs per order are reduced by 5%. Customer complaints decrease by 10% by end of year. Revenues increase by 5% after first year.

32. Demo

33. Q & A Question?

34. Thank You! SMILE!

35. Appendix SMILE PhoneGap ZEND Data Management Security Consideration Gantt Chart Milestones Success Metrics

36. Secure Management Information Leading Efficiency Application (SMILE) Mobile Interface – For Field Technician • Collect update-to-date info for service performance measure. • Web Interface – For TC Staffs, Vendors & Field Technician • Collect most accurate and update-to-date info for service performance measure.

37. Web Interface – TC Customer Specialist

38. Web Interface – Vendor User View

39. Web Interface – TC Customer Specialist

42. Data Management Data Flow Diagram - SMILE Vendor Performance Analysis Database Design Overview

43. Data Flow Diagram - SMILE

44. Vendor Performance Analysis

45. Database Design Overview

46. Security Considerations Application Level – secure access via HTTPS. SSH and login authentication, all requests via SSL. Network Level – Firewalls, Security Groups. Web session - validation, and token encryption, IAM, MFA Database level – AES Encryption, Logging Tools, ACLs, Trusted Advisor

47. 3 Tier Security Groups

48. Identity and Access Management (IAM) tool

49. Trusted Advisor

50. Project Gantt Chart Pilot Phase 2 Phase 1