Name: Allen_Marcus 1_2 Rustic Americana Technology Management Plan
Uploaded: 2024-10-29
Duration: 16 min 54 s
Description: This is a presentation for the Rustic Americana Technology Plan..

[Audio] This is a presentation for the Rustic Americana Technology Plan.. 

Scene 1

Rustic Americana Technology Management Plan

Marcus Allen, CIO ITEC 610 Information Technology Foundation Professor Tanis Stewart September 22, 2024

[Audio] Hi, my name is Marcus Allen, I am the acting C-I-O for RA. I come onboard to this company with 10 years of (I-T ) consulting, with a background of Manufacturing, internal (I-T ) process improvement and data risk analysis.. 

Scene 2

[image] A person wearing glasses and a pink shirt Description automatically generated

Presenter - Marcus Allen, Acting CIO

 Career Background - IT Consultant for 10 years

 Specializes - Manufacturing IT Systems, Risk Analysis, Process Improvement, Systems Engineer

[Audio] Executive Summary Rustic Americana (R-A---), a subsidiary of Largo Corporation, is experiencing operational challenges due to outdated technology and inconsistent processes, impacting sales and customer satisfaction. Key improvements include retraining call center staff on existing technologies, specifically the unix inventory system, data synchronization, and the VoIP phone system. The strategic focus is to align technology with business objectives by implementing (I-T ) best practices and recommending infrastructure upgrades. Enhancing customer interactions and modernizing inventory and call management systems are priority steps toward restoring operational efficiency, improving the customer experience, and supporting RA's goal of achieving sales growth.. 

Scene 3

Rustic Americana (RA), a subsidiary of Largo Corporation, is facing a critical operational crisis due to outdated technology and inconsistent processes, leading to low sales and customer dissatisfaction. To resolve these issues, immediate retraining of call center staff on existing technologies is necessary, focusing on the UNIX inventory system, data synchronization, and the neglected VoIP phone system. The strategy aims to align technology with business goals, adopt IT best practices, and recommend infrastructure upgrades. By optimizing customer interactions and improving inventory and call management systems, RA seeks to restore efficiency, enhance customer experience, and drive sales growth.

[Audio] The introduction As acting C-I-O of Rustic Americana (R-A---), a subsidiary of Largo Corporation, my priority is to resolve critical technology and operational issues in the company's call center and (I-T ) operations. Key challenges include an outdated unix inventory system, inadequate call-handling infrastructure, and insufficient system downtime monitoring, leading to missed sales and low customer satisfaction. My approach involves implementing a modern cloud-based inventory system, upgrading the VoIP system, and fostering cross-department collaboration for streamlined operations. By aligning technology with business objectives, prioritizing customer satisfaction, and enhancing teamwork, RA aims to restore operational efficiency and support sustainable growth in a competitive market.. 

Scene 4

Rustic Americana is tackling major technological and operational challenges in the company's call center and IT operations. The initiative aims to modernize outdated systems and rectify past mismanagement, aligning technology with business goals to boost efficiency and customer satisfaction.

[Audio] Now, let's look at several current challenges in this project. The inventory system faces data inconsistencies and delayed processing, hindering efficient order fulfillment. Solutions include implementing real-time tracking, automation, and staff training. The VoIP system lacks scalability for peak call volumes, impacting customer wait times and satisfaction; upgrading to a more scalable solution and utilizing call routing strategies can help. Additionally, system downtime arises from inadequate monitoring, leading to missed sales opportunities. Implementing comprehensive monitoring, redundancy measures, and regular maintenance can mitigate these issues. Addressing these challenges will enhance operational efficiency, improve customer satisfaction, and ensure a more reliable computing environment.. 

Scene 5

Inventory System (UNIX):

 Data inconsistencies and delayed processing.

 Hindrance to efficient order fulfillment.

 VoIP System:

 Inadequate scalability for handling peak call volumes.

 Impact on customer wait times and satisfaction.

 System Downtime:

 Lack of monitoring resulting in missed sales and service issues.

[Audio] Also let's look at ethnical and personnel challenges.. The former CIO's suspected misuse of company time, resource mismanagement, and conflicting responsibilities. Additionally, lack of customer-focused technology and downtime monitoring negatively impacted service quality and trust. Improved leadership, clearer accountability, and customer-centric (I-T ) solutions are essential for progress.. 

Scene 6

Ethnical and Personnel Challenges

 The former CIO’s alleged absenteeism, secrecy, and possible use of company time for private consulting work present ethical concerns. His responses to inquiries raised suspicions about his commitment to the company, possibly impacting staff morale and trust in leadership.

 The former CIO allowed employees to stream movies on company bandwidth during breaks, impacting productivity and quality of service. Additionally, the lack of an Acceptable Use Policy led to misuse of workstations for personal email and social media, with one employee posting derogatory comments about the company. There was a lack of clarity over system upgrade responsibilities, with the CIO and call center manager each deflecting responsibility. This conflict and lack of cooperation between departments underscore a need for clear communication and responsibility allocation. With no policy to track downtimes or data usage, there is potential negligence in ensuring data privacy and maintaining service uptime. This issue reflects poorly on the IT department’s accountability and impacts customer trust and business continuity.

[Audio] This slide is a breakdown of all the issues in a matrix ranging from High Severity to Low Rustic Americana's Issue Matrix highlights critical operational and technological challenges impacting efficiency and customer satisfaction. Key issues include outdated inventory and call management systems, which lead to stock inaccuracies and long wait times, affecting customer experience. The lack of mobile support for warehouse operations further hinders processing, while frequent network downtimes cause service interruptions and missed sales. Additional concerns involve limited staffing resources, internal communication gaps, and an outdated C-R-M system, slowing customer interactions. Addressing these issues through system upgrades, enhanced policies, and cross-departmental collaboration is essential to restore service quality and support Rustic Americana's growth objectives.. 

Scene 7

Issue Severity Description Responsible Party Inventory Management High Old UNIX system process inaccurate stock and data inconsistencies CIO (Marcus Allen), IT Call Volume Management High Insufficient phone lines to accommodate peak call periods, longer wait times Prisha Kahn (Call Center Manager)  Technology Infrastructure High No support for mobile warehouse scanning  CIO, Warehouse Management Employee Productivity Low Time wasted; resources used by staff doing personal activities during work hours  CIO, HR  Staffing and Scheduling Medium Computer stations limited, no accommodation to peak call periods CIO, Prisha Kahn Downtime and Quality of Service (QoS) High Network downtime, network signal point of failure would halt services, and production CIO, Network Engineer Communication and Transparency within departments Low No or low communications regarding IT processes, and operational procedures, affect internal trust All Departments Customer Relationship Management (CRM) Medium Outdated system slows down customer interactions Prisha Kahn (Call Center Mgr.) Systems Upgrades High Conflicting views on systems and software updates that are needed All Departments

[Audio] Here are some best practices for Technology Management I-T-I-L Framework: Places great emphasis on continuous service improvement and alignment of the (I-T ) services according to business needs is critical. Its core key activities revolve around incident management, problem management, change management, and service level management. I-T-I-L implementation would facilitate economies in call center operations, enhance customer satisfaction, and improve the quality of the (I-T ) service. Cloud Computing: This will ensure scalability, reliability, and reduced downtimes when C-M-S--, email servers, or even I-M-S are moved to cloud. Disaster recovery solutions are often better in cloud-based systems, and updates can be deployed without disrupting the services. Unified Communication Systems : Migrating to a single unified communication platform that integrates call routing, voicemail, and customer service software could further operational efficiency through real-time performance monitoring. Automation and C-R-M Solutions : Moving to a Customer Relationship Management tool will be able to automate processes, reduce cumbersome data entry, enhance the relationship with your customers, and give a better view into the needs and demands of your customers. Data Analytics: Real-time analytics would allow managers to track call center performance, staff resourcing, customer behavior, and product availability. 

Scene 8

Information Technology Infrastructure Library (ITIL) Framework (Ahmad et al., 2013)

 Cloud Computing Integration (Golightly et al., 2022)

 Unified Communication Systems

 Automation and CRM Solutions (Sirk & Hajric, 2024)

 Real-time data analytics (Ambasht, 2023)

[Audio] Next is the Best Practices for People and Organization Management Conflict Resolution: The ability to handle conflict situations amicably and in a professional way contributes to retaining morale and satisfying your pool of customers. Training and Development: As technologies are known to change constantly, call center representatives should be trained constantly on new technologies, customer service techniques, and ethical behaviors. Performance Monitoring: Perform regular performance evaluations using Key Performance Indicators, Indicators like response time per call, first-call resolution, and customer satisfaction rates, will help indicate areas for improvement.. 

Scene 9

People Management and Organization Best Practices

Conflict Resolution (InsightsSuccess, 2024)

 Training and Development

 Performance Monitoring  (Edwards, 2023)

[Audio] Ethnical Best Practices Operation Transparency: It is important to schedule regular status reports on the progress of projects, system upgrades, and downtime to instill a culture of openness. Data Security/Confidentiality: Employees must be trained in keeping their customer information private. In this aspect, data encryption and the use of efficient authentication mechanisms for transmission become serious concerns regarding sensitive information. Employee Internet Usage: A policy for the acceptable use of technological resources should be established to prevent misuse. Employees cannot watch movies at work or use company resources for personal e-mails or other social media posting sites. Fair Labor Practices: Call center staff should not be overworked, and all performance metrics should be used fairly and transparently to review the performance of the job.. 

Scene 10

Operation Transperancy

 Data Security / Confindentialty

 Employee Internet Usage

 Fair Labor Practices (Pechacek & University of Georgia, 2023)

[Audio] The following are actionable recommendations summarizing key findings based on the I-T-I-L framework, system upgrades, and ethical considerations. Implementation of I-T-I-L for Improved Service Delivery, Upgrade Legacy Systems for Real-time Operations, Enhancement of Call Handling Capacity, Implementing Wireless Technologies to Automate Inventory and Order Fulfillment, and Real-Time Monitoring and Feedback Systems.. 

Scene 11

Operational improvement coupled with the adherence to best practice will better position the business of Rustic Americana in stabilizing and improving the call center to provide greater efficiency and a customer-centric environment.

[Audio] The I-T-I-L framework provides a structured approach to managing (I-T ) services, focusing on aligning (I-T ) operations with business needs. Key I-T-I-L processes that can benefit the call center include: Incident Management: This will allow for better handling of system issues such as downtime or software failures. By setting up a system to log, prioritize, and resolve incidents quickly, you can minimize operational disruptions and ensure continuous service availability Manage Service Requests: This will smoothen the processes through which employees and customers request assistance. Automation of this process could be through platforms such as ServiceNow or Jira. Problem Management: Root cause analysis to detect recurring issues instituted prevents incidents from happening again, hence making the services reliable.. 

Scene 12

Incident Management: Automate and streamline issue logging, prioritization, and resolution. (Ahmad et al., 2013)

 Service Request Automation: Tools like ServiceNow or Jira to automate employee and customer requests (Ahmad et al., 2013).

 Problem Management: Root cause analysis to prevent recurring issues, improving system reliability (Ahmad et al., 2013).

[Audio] Let's go over the Improvements to the call technology and legacy systems. Limited VoIP trunk capacity, the call center needs a solution to communication that can scale. For that reason, the currently provisioned VoIP system for Cisco needs to be upgraded to a more scalable cloud VoIP solution like Microsoft Teams or RingCentral. In this case, it will be dynamically scaled up or down depending on the volume of calls. It means the system can manage peak periods of calls without necessarily compromising the quality of service. To deal with the issues first replace the unix-based I-M-S with a state-of-the-art real-time cloud-based inventory system such as Oracle Cloud or SAP ERP. It will be integrated with the C-M-S so the C-S-Rs will have updated information about product availability.. 

Scene 13

Call Center Technology and Legacy Unix System Improvements

VoIP System Upgrade: Replace with a scalable, cloud-based solution (e.g., Microsoft Teams or RingCentral).  Benefits: Dynamic scaling, handling peak call volumes more effectively.

 Unified CRM Integration: Move from a homegrown CRM to a robust system (Salesforce, HubSpot). Benefits: Better customer tracking, automation, and analytics.

[Audio] Real-Time Monitoring Recommendations Inadequate real-time monitoring and feedback mechanisms hinder prompt action on issues. This would mean the establishment of a dashboard which would track the K-P-Is like the wait time for calls, system updates, and customer satisfaction. This would give valuable insight to the management.. 

Scene 14

Real-Time Monitoring and Feedback Systems

Proposed Solution: Implement KPI dashboards to monitor: - Call wait times. - System performance and downtime. - Customer satisfaction scores.
 Benefits: Immediate visibility into operations and quicker issue resolution(Edwards, 2023).

[Audio] The following recommendations on Rustic Americana is for it's Ethnical, People and internal Day to Day Operations includes training, compliance, and (I-T ) governance practices.. 

Scene 15

Ethnical Behavior, People and Organization Day to Day Recommendations

[Audio] The following are recommendation to Ethics, People Management and Day to Day Operations First is the Ethical and (I-T ) Governance concern Create an Acceptable Use Policy: Implementation and enforcement of A-U-P will organize how employees use the company's information technology systems. This policy should include the prohibition of personal activities on workstations during work hours and define what happens if one acts unethically online.
Data Privacy and Security Training: The personnel need training on how to handle information about the customers. Through regular training in data protection laws and regulations, for instance, G-D-P-R-, C-C-P-A-, and internal policies, there will be minimal risks of disclosure of data breaches and poor handling sensitive information. Next is the People Management Recommendations Training and Development of Staff: Continuous training in both technical and soft skills, such as the new C-R-M system, I-M-S--, and soft skills like conflict resolution and interaction with customers.
Flexible Scheduling with W-F-M Tools: The W-F-M solution will be implemented to optimize staffing to meet peak period demands without overstaffing during periods of lower demand. Finally, the Day-to-Day Operations Barcodes Scanning: Dependance on the call center to do it manually but integration of I-M-S with integrated wireless scanners can automates the process. This speeds up the processing and reduces human errors in the inventory management process.
Mobile Integration for Warehouse Operations: Order processing is very inefficient without the support of mobile facilities. Providing mobile facilities to the workers at the warehouse facilitates tracking orders in real time and helps in maintaining the accuracy of the orders.
Routine System Audits: System audits must be done on a quarterly basis to identify a bottleneck or even a particular vulnerability within the (I-T ) infrastructure. Audits will make sure that obsolete software or hardware is replaced well in advance.
Disaster Recovery and Backup Plans: A proper disaster recovery plan must be in place in case any failure or outage occurs within the highly technologically dependent system. Backups on the cloud save time and reduce losses due to decreased downtime.
Security Patches and Updates: Run all systems on the latest available patches for smooth functioning. The unix system is rather ancient and does carry a number of risks; upgrading or patching it can cut down the level of vulnerabilities. Chavda, K (2024, May 7). Mobile Inventory Management System: A Comprehensive Overview. Prismetric. prismetric. 

Scene 16

Ethical and IT Governance Data Privacy: - Implement strict protocols for handling customer information such as data encryption and strong authentication methods.
 Acceptable Use Policy (AUP): - Clear guidelines for employee use of company resources (e.g., no personal use during work hours) (IBM, 2024).
 Transparency: - Regular status updates and communication to build trust within the organization. People Management Staffing Optimization:  -   Use WFM tools to schedule staff according to call volume patterns (Santos, 2023).
 Flexible Scheduling:  Adjust schedules dynamically to meet demand, especially during peak periods.
 Day to Day Operations Wireless Inventory Management: - Integrate wireless barcode scanners for faster, more accurate order fulfillment (Chavda, 2024).
 Mobile Warehouse Solutions: - Equip warehouse staff with mobile devices to track orders in real-time (Chavda, 2024).
 Sustainability Practices: - Routine system audits. - Regular updates and security patches to ensure operational stability(Alexiou, 2019).

[Audio] This slide is the priority steps to implement the plan which is broken down in months. Please review this with at your earliest convenance.. 

Scene 17

1. Immediate Actions (0-3 months) 1.1. Training and Retraining:  Objective: Address inefficiencies related to the UNIX inventory systems, data synchronization, and VoIP system failures.  Action: Provide immediate retraining for call center staff. 1.2. Upgrade VoIP System:  Objective: Enhance call-handling capacity and reduce customer wait times.  Action: Implement a flexible VoIP solution that can dynamically adjust to varying call volumes. 2. Short-Term Actions (3-6 months) 2.1. Upgrade Inventory Management System:  Objective: Streamline operations and improve response times.  Action: Implement a robust, cloud-based inventory management system for real-time data and analytics. 2.2. Implement ITIL Framework:  Objective: Improve service delivery and align IT services with business needs.  Action: Adopt ITIL best practices focusing on incident management, problem management, change management, and service level management. 3. Medium-Term Actions (6-12 months) 3.1. Enhance Communication and Collaboration:  Objective: Improve communication and collaboration across departments.  Action: Foster a culture of transparency and teamwork through regular inter-departmental meetings and collaborative tools. 3.2. Implement Wireless Technologies:  Objective: Automate inventory and order fulfillment processes.  Action: Introduce wireless technologies for real-time inventory tracking and order processing. 4. Long-Term Actions (12+ months) 4.1. Real-Time Monitoring and Feedback Systems:  Objective: Ensure continuous improvement and operational efficiency.  Action: Implement real-time monitoring and feedback systems to track performance and identify areas for improvement. 4.2. Improve Ethical Behavior and IT Governance:  Objective: Enhance ethical standards and governance within the organization.  Action: Develop and enforce policies that promote ethical behavior and strong IT governance. 5. Continuous Actions 5.1. Sustainability and Day-to-Day Operations:  Objective: Maintain operational efficiency and sustainability.  Action: Regularly review and update processes, systems, and training programs to ensure they remain effective and aligned with business objectives.

[Audio] In conclusion, consolidation of I-T-I-L on the service delivery side, upgrade of outdated systems, call handling, and stress on ethics shall make Rustic Americana's call center more stable, reliable, and customer-oriented. These recommendations cater to the reduction of inefficiency, lesser downtime, and increasing customer satisfaction without losing sight of an appropriate and future-friendly technology infrastructure. Thank you for reviewing this Technology Plan for Rustic Americana.. 

Scene 18

Summary of Key Actions - Upgrading inventory and call center systems. - Aligning IT infrastructure with business objectives through ITIL and cloud solutions. - Enhancing people management, ethics, and governance. Outcome Improved operational efficiency, customer satisfaction, and long-term growth for Rustic Americana.

Cargo shipping containers in a pile and on a semi-truck at a harbour

[Audio] The End.. References. Ahmad, N., Amer, N. T., Qutaifan, F., & Alhilali, A. (2013). Technology adoption model and a road map to successful implementation of ITIL. Journal of Enterprise Information Management, 26(5), 553–576. https://doi.org/10.1108/jeim-07-2013-0041 Alexiou, S. (2019, May 1). Practical patch management and mitigation. ISACA. https://www.isaca.org/resources/isaca-journal/issues/2019/volume-3/practical-patch-management-and-mitigation Ambasht, A. (2023). Real-Time Data Integration and Analytics: Empowering Data-Driven Decision making. International Journal of Computer Trends and Technology, 71(7), 8–14. https://doi.org/10.14445/22312803/ijctt-v71i7p102 Chavda, K. (2024, May 7). Mobile Inventory Management System: A Comprehensive Overview. Prismetric. https://www.prismetric.com/mobile-inventory-management-system/ Golightly, L., Chang, V., Xu, Q. A., Gao, X., & Liu, B. S. (2022). Adoption of cloud computing as innovation in the organization. International Journal of Engineering Business Management, 14. https://doi.org/10.1177/18479790221093992 InsightsSuccess. (2024). Best Practices for Conflict Resolution in the Workplace-2024. Insightssuccess Media and Technology Pvt. Ltd. https://insightssuccess.com/conflict-resolution-in-the-workplace-best-practices-for-leaders/ Pechacek, W. & University of Georgia. (2023). Unfair labor practices: Impact on employees, employers, and society. Journal of the International Academy for Case Studies, 29(1), 1–2. https://www.abacademies.org/articles/Unfair-labor-practices-impact-on-employees-employers-and-society-1532-5822-29-1-102.pdf Sirk, C., & Hajric, S. (2024, July 30). What Is CRM? Full Meaning of CRM System & Applications | CRM.org. CRM.org. https://crm.org/crmland/what-is-a-crm. 

Scene 19

Ahmad, N., Amer, N. T., Qutaifan, F., & Alhilali, A. (2013). Technology adoption model   and a road map to successful implementation of ITIL. Journal of Enterprise Information Management, 26(5), 553–576. https://doi.org/10.1108/jeim-07-2013-0041 Alexiou, S. (2019, May 1). Practical patch management and mitigation. ISACA. https://www.isaca.org/resources/isaca-journal/issues/2019/volume-3/practical-patch-management-and-mitigation Ambasht, A. (2023). Real-Time Data Integration and Analytics: Empowering Data-Driven Decision making. International Journal of Computer Trends and Technology, 71(7), 8–14. https://doi.org/10.14445/22312803/ijctt-v71i7p102 Chavda, K. (2024, May 7). Mobile Inventory Management System: A Comprehensive Overview. Prismetric. https://www.prismetric.com/mobile-inventory-management-system/ Golightly, L., Chang, V., Xu, Q. A., Gao, X., & Liu, B. S. (2022). Adoption of cloud computing as innovation in the organization. International Journal of Engineering Business Management, 14. https://doi.org/10.1177/18479790221093992 InsightsSuccess. (2024). Best Practices for Conflict Resolution in the Workplace-2024. Insightssuccess Media and Technology Pvt. Ltd. https://insightssuccess.com/conflict-resolution-in-the-workplace-best-practices-for-leaders/ Pechacek, W. & University of Georgia. (2023). Unfair labor practices: Impact on employees, employers, and society. Journal of the International Academy for Case Studies, 29(1), 1–2. https://www.abacademies.org/articles/Unfair-labor-practices-impact-on-employees-employers-and-society-1532-5822-29-1-102.pdf Sirk, C., & Hajric, S. (2024, July 30). What Is CRM? Full Meaning of CRM System & Applications | CRM.org. CRM.org. https://crm.org/crmland/what-is-a-crm

Allen_Marcus 1_2 Rustic Americana Technology Management Plan 

This is a presentation for the Rustic Americana Technology Plan.

avatar

Hi, my name is Marcus Allen, I am the acting C-I-O for RA. I come onboard to this company with 10 years of (I-T ) consulting, with a background of Manufacturing, internal (I-T ) process improvement and data risk analysis.

Executive Summary 

Rustic Americana (R-A---), a subsidiary of Largo Corporation, is experiencing operational challenges due to outdated technology and inconsistent processes, impacting sales and customer satisfaction. Key improvements include retraining call center staff on existing technologies, specifically the unix inventory system, data synchronization, and the VoIP phone system. The strategic focus is to align technology with business objectives by implementing (I-T ) best practices and recommending infrastructure upgrades. Enhancing customer interactions and modernizing inventory and call management systems are priority steps toward restoring operational efficiency, improving the customer experience, and supporting RA's goal of achieving sales growth.

The introduction

As acting C-I-O of Rustic Americana (R-A---), a subsidiary of Largo Corporation, my priority is to resolve critical technology and operational issues in the company's call center and (I-T ) operations. Key challenges include an outdated unix inventory system, inadequate call-handling infrastructure, and insufficient system downtime monitoring, leading to missed sales and low customer satisfaction. My approach involves implementing a modern cloud-based inventory system, upgrading the VoIP system, and fostering cross-department collaboration for streamlined operations. By aligning technology with business objectives, prioritizing customer satisfaction, and enhancing teamwork, RA aims to restore operational efficiency and support sustainable growth in a competitive market.

Now, let's look at several current challenges in this project.

The inventory system faces data inconsistencies and delayed processing, hindering efficient order fulfillment. Solutions include implementing real-time tracking, automation, and staff training. The VoIP system lacks scalability for peak call volumes, impacting customer wait times and satisfaction; upgrading to a more scalable solution and utilizing call routing strategies can help. Additionally, system downtime arises from inadequate monitoring, leading to missed sales opportunities. Implementing comprehensive monitoring, redundancy measures, and regular maintenance can mitigate these issues. Addressing these challenges will enhance operational efficiency, improve customer satisfaction, and ensure a more reliable computing environment.

Also let's look at ethnical and personnel challenges..
 
The former CIO's suspected misuse of company time, resource mismanagement, and conflicting responsibilities. Additionally, lack of customer-focused technology and downtime monitoring negatively impacted service quality and trust. Improved leadership, clearer accountability, and customer-centric (I-T ) solutions are essential for progress.

This slide is a breakdown of all the issues in a matrix ranging from High Severity to Low

Rustic Americana's Issue Matrix highlights critical operational and technological challenges impacting efficiency and customer satisfaction. Key issues include outdated inventory and call management systems, which lead to stock inaccuracies and long wait times, affecting customer experience. The lack of mobile support for warehouse operations further hinders processing, while frequent network downtimes cause service interruptions and missed sales. Additional concerns involve limited staffing resources, internal communication gaps, and an outdated C-R-M system, slowing customer interactions. Addressing these issues through system upgrades, enhanced policies, and cross-departmental collaboration is essential to restore service quality and support Rustic Americana's growth objectives.

Here are some best practices for Technology Management

I-T-I-L Framework: Places great emphasis on continuous service improvement and alignment of the (I-T ) services according to business needs is critical. Its core key activities revolve around incident management, problem management, change management, and service level management. I-T-I-L implementation would facilitate economies in call center operations, enhance customer satisfaction, and improve the quality of the (I-T ) service.

Cloud Computing: This will ensure scalability, reliability, and reduced downtimes when C-M-S--, email servers, or even I-M-S are moved to cloud. Disaster recovery solutions are often better in cloud-based systems, and updates can be deployed without disrupting the services.

Unified Communication Systems : Migrating to a single unified communication platform that integrates call routing, voicemail, and customer service software could further operational efficiency through real-time performance monitoring.

Automation and C-R-M Solutions : Moving to a Customer Relationship Management tool will be able to automate processes, reduce cumbersome data entry, enhance the relationship with your customers, and give a better view into the needs and demands of your customers.

Data Analytics: Real-time analytics would allow managers to track call center performance, staff resourcing, customer behavior, and product availability

Next is the Best Practices for People and Organization Management

Conflict Resolution: The ability to handle conflict situations amicably and in a professional way contributes to retaining morale and satisfying your pool of customers.

Training and Development: As technologies are known to change constantly, call center representatives should be trained constantly on new technologies, customer service techniques, and ethical behaviors.

Performance Monitoring: Perform regular performance evaluations using  Key Performance Indicators, Indicators like response time per call, first-call resolution, and customer satisfaction rates, will help indicate areas for improvement.

Ethnical Best Practices

Operation Transparency:  It is important to schedule regular status reports on the progress of projects, system upgrades, and downtime to instill a culture of openness.

Data Security/Confidentiality: Employees must be trained in keeping their customer information private. In this aspect, data encryption and the use of efficient authentication mechanisms for transmission become serious concerns regarding sensitive information.

Employee Internet Usage: A policy for the acceptable use of technological resources should be established to prevent misuse. Employees cannot watch movies at work or use company resources for personal e-mails or other social media posting sites.

Fair Labor Practices: Call center staff should not be overworked, and all performance metrics should be used fairly and transparently to review the performance of the job.

The following are actionable recommendations summarizing key findings based on the I-T-I-L framework, system upgrades, and ethical considerations.

Implementation of I-T-I-L for Improved Service Delivery, Upgrade Legacy Systems for Real-time Operations, Enhancement of Call Handling Capacity, Implementing Wireless Technologies to Automate Inventory and Order Fulfillment, and Real-Time Monitoring and Feedback Systems.

The I-T-I-L framework provides a structured approach to managing (I-T ) services, focusing on aligning (I-T ) operations with business needs. Key I-T-I-L processes that can benefit the call center include:

Incident Management: This will allow for better handling of system issues such as downtime or software failures. By setting up a system to log, prioritize, and resolve incidents quickly, you can minimize operational disruptions and ensure continuous service availability

Manage Service Requests: This will smoothen the processes through which employees and customers request assistance. Automation of this process could be through platforms such as ServiceNow or Jira.

Problem Management: Root cause analysis to detect recurring issues instituted prevents incidents from happening again, hence making the services reliable.

Let's go over the Improvements to the call technology and legacy systems.

Limited VoIP trunk capacity, the call center needs a solution to communication that can scale. For that reason, the currently provisioned VoIP system for Cisco needs to be upgraded to a more scalable cloud VoIP solution like Microsoft Teams or RingCentral. In this case, it will be dynamically scaled up or down depending on the volume of calls. It means the system can manage peak periods of calls without necessarily compromising the quality of service.

To deal with the issues first replace the unix-based I-M-S with a state-of-the-art real-time cloud-based inventory system such as Oracle Cloud or SAP ERP. It will be integrated with the C-M-S so the C-S-Rs will have updated information about product availability.

Real-Time Monitoring Recommendations

Inadequate real-time monitoring and feedback mechanisms hinder prompt action on issues. This would mean the establishment of a dashboard which would track the K-P-Is like the wait time for calls, system updates, and customer satisfaction. This would give valuable insight to the management.

The following recommendations on Rustic Americana is for it's Ethnical, People and internal Day to Day Operations includes training, compliance, and (I-T ) governance practices.

The following are recommendation to Ethics, People Management and Day to Day Operations

 First is the Ethical and (I-T ) Governance concern

Create an Acceptable Use Policy:  
Implementation and enforcement of A-U-P will organize how employees use the company's information technology systems. This policy should include the prohibition of personal activities on workstations during work hours and define what happens if one acts unethically online.
Data Privacy and Security Training: 
The personnel need training on how to handle information about the customers. Through regular training in data protection laws and regulations, for instance, G-D-P-R-, C-C-P-A-, and internal policies, there will be minimal risks of disclosure of data breaches and poor handling sensitive information.

Next is the People Management Recommendations

Training and Development of Staff: Continuous training in both technical and soft skills, such as the new C-R-M system, I-M-S--, and soft skills like conflict resolution and interaction with customers.
Flexible Scheduling with W-F-M Tools: The W-F-M solution will be implemented to optimize staffing to meet peak period demands without overstaffing during periods of lower demand.

Finally, the Day-to-Day Operations

Barcodes Scanning: 
Dependance on the call center to do it manually but integration of I-M-S with integrated wireless scanners can automates the process. This speeds up the processing and reduces human errors in the inventory management process.
Mobile Integration for Warehouse Operations: 
Order processing is very inefficient without the support of mobile facilities. Providing mobile facilities to the workers at the warehouse facilitates tracking orders in real time and helps in maintaining the accuracy of the orders.
Routine System Audits: 
System audits must be done on a quarterly basis to identify a bottleneck or even a particular vulnerability within the (I-T ) infrastructure. Audits will make sure that obsolete software or hardware is replaced well in advance.
Disaster Recovery and Backup Plans: 
A proper disaster recovery plan must be in place in case any failure or outage occurs within the highly technologically dependent system. Backups on the cloud save time and reduce losses due to decreased downtime.
Security Patches and Updates: 
Run all systems on the latest available patches for smooth functioning. The unix system is rather ancient and does carry a number of risks; upgrading or patching it can cut down the level of vulnerabilities.


Chavda, K (2024, May 7). Mobile Inventory Management System: A Comprehensive Overview. Prismetric. prismetric

This slide is the priority steps to implement the plan which is broken down in months. Please review this with at your earliest convenance.

In conclusion, consolidation of I-T-I-L on the service delivery side, upgrade of outdated systems, call handling, and stress on ethics shall make Rustic Americana's call center more stable, reliable, and customer-oriented. These recommendations cater to the reduction of inefficiency, lesser downtime, and increasing customer satisfaction without losing sight of an appropriate and future-friendly technology infrastructure.

Thank you for reviewing this Technology Plan for Rustic Americana.