Control de proceso

A system’s required performance be defined by describing its output in a user- acceptable format and at a higher level of detail than what was described in the initial investigation. This involves three steps:

1. Statement of constraints.

2. Identification of specific system objectives. 3. Description of outputs.

This phase builds on the previous phase in that much of the work may already have been done.

4.2.1 Statement of constraints

Constraints are factors that limit the solution of the problem. Some constraints are identified during the initial investigation and are discussed with the user. There are

general constraints that might have a bearing on the required performance of a candidate system. Let’s consider safe deposit billing system to illustrate these points. The current billing system and the department handling billing and customer payments face problems. The result of the fact-finding phase of the initial investigation revealed the following general constraints:

1. The president views safe deposit billing as a low priority. He has a false impression that computers are not needed as long as customers can have access to their boxes.

2. The senior vice president is worried that a billing system might require the transfer of safe deposit staff to other departments. Considering Florida’s level of unemployment and the cost of retraining, a candidate system has to do more than produce reports.

3. The accounting department has been pushing for installing a computer-based general ledger application for months. The vice president of operations, bogged down with auditing and operations problems, continued to shelve the request.

4. Management has a limited knowledge of computers, although it has several applications on the computer: checking and savings, installment loans, commercial loans and trusts. The president, in his early sixties and interested in “the bottom line” of the financial statement, is traditionally reluctant to spend money on computers.

5. Safe deposit, while doing better than breaking even, is not projected to grow as fast as it did in the early 1980s. The community’s recent success in controlling burglaries had an adverse impact on the demand for box rentals in general.

6. If an online system is to be installed, it must interface with the existing checking/savings application to allow for the automatic payment of box rentals.

7. A proposed design must be compatible with the bank’s Burroughs computer system.

4.2.2 Identification of specific System Objectives

Once the constraints are spelled out, the analyst proceeds to identify the system’s specific performance objectives. They are derived from the general objectives specified

in the project directive at the end of the initial investigation. The steps are to state the system’s benefits and then translate them into measurable objectives. In our scenario, the candidate system’s anticipated benefits are as follows:

1. Improved collection schedule. 2. Cost reduction.

3. Physical space reduction. 4. Improved customer service.

Each benefit is analyzed and translated into measurable objectives.

1. Collection is improved by billing 30 days in advance of the box renewal data, and one more notice is sent within two weeks. It also improves the account receivables payment “float.”

2. Cost reduction is realized by reducing the payroll by two employees. The new online billing system requires less than two hours of labor per day, compared with six hours under the current system.

3. Placing the microcomputer in the place of one of the four existing desks reduces physical space requirements. The remaining desks are removed, allowing an extra cubicle for customer use.

4. Placing master cards and rental information online improve customer service, thus reducing the waiting time of entry from 3 minutes to 30 seconds.

These objectives are effective in comparing the performance of the candidate system with that of the current system. The information – oriented flowchart, input/output analysis sheet and data flow diagram produced in the initial investigation lead to the conclusions that (1) the current system is inefficient and (2) a new online, terminal – oriented system would be the solution. This conclusion was reflected in the general project directive submitted to the user for approval. This information is used as a basis for preparing specific objectives for the candidate system:

2. To mail customers no later than the close of the billing cycle and no later than 25 days prior to the box renewal date.

3. To mail customers a reminder two weeks after the initial statement for box renewal.

4. To speed collections and reduce the “float” by 40 percent.

5. To examine the availability of boxes by size, rental fees and location. 6. To evaluate the ratio of rented to available boxes at all times.

7. To produce periodic reports to management on the performance of the safe deposit department.

4.2.3 Description of output

A final step in system performance definition is describing the output required by the user. An actual sketch of the format and contents of the reports (layout) as well as a specification of the media used, their frequency and the size and number of copies required are prepared at this point. Specifying exactly what the output will look like leads to an estimate of the computer storage requirements that form the basis for the file design to be undertaken in the design phase of the life cycle. The analyst is now ready to evaluate the feasibility of candidate systems to produce these outputs.

4.3 Feasibility Study

Many feasibility studies are disillusioning for both users and analysts. First, the study often presupposes that when the feasibility document is being prepared, the analyst is in a position to evaluate solutions. Second most studies tend to overlook the confusion inherent in system development-the constraints and the assumed attitudes. If the feasibility study is to serve as decision document it must answer three key questions: 1. Is there a new and better way to do the job that will benefit the user?

2. What are the costs and savings of the alternative (s)? 3. What is recommended?

The most successful system projects are not necessarily the biggest or most visible in a business but rather those that truly meets user expectations. More projects fail because of inflated expectations than for any other reason.

4.3.1 Feasibility Considerations

Three key considerations are involved in the feasibility analysis: economic, technical and behavioral. Let’s briefly review each consideration and how it relates to the systems effort.

4.3.2 Economic Feasibility

Economic analysis is the most frequently used method for evaluating the effectiveness of a candidate system. More commonly known as cost/benefit analysis, the procedure is to determine the benefits and savings that are expected from a candidate

system and compare them with costs. If benefits outweigh costs, then the decision is made to design and implement the system. Otherwise, further justification or alterations in the proposed system will have to be made if it is to have a chance of being approved. This is an ongoing effort that improves in accuracy at each phase of the system life cycle. 4.3.3 Technical Feasibility

Technical feasibility centers around the existing computer system (hardware, software, etc.) and to what extent it can support the proposed addition. For example, if the current computer is operating at 80 percent capacity-an arbitrary ceiling- then running another application could overload the system or require additional hardware. This involves financial considerations to accommodate technical enhancements. If the budget is a serious constraint, then the project is judged not feasible.

4.3.4 Behavioral Feasibility

People are inherently resistant to change, and computers have been known to facilitate change. An estimate should be made of how strong a reaction the user staff is likely to have toward the development of a computerized system. It is common knowledge that computer installations have something to do with turnover, transfers, retraining and changes in employee job status. Therefore, it is understandable that the introduction of a candidate system requires special effort to educate, sell and train the staff on new ways of conducting business.

In safe deposit example, three employees are more than 50 years old and have been with the bank over 14 years, four of which have been in safe deposit. The remaining two employees are in their early thirties. They joined safe deposit about two years before the study. Based on data gathered from extensive interviews, the younger employees want the programmable aspects of safe deposit (essentially billing) put on a computer. Two of the three older employees have voiced resistance to the idea. Their view is that billing is no problem. The main emphasis is customer service – personal contact with customers. The decision in this case was to go ahead and pursue the project.