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OMIS 498 Business Analysis Capstone: Spring 2013 Knaack LLC: CRM Data Entry Errors
OMIS 498 Business Analysis Capstone: Spring 2013 Knaack LLC: CRM Data Entry Errors
OMIS 498 Business Analysis Capstone: Spring 2013 Knaack LLC: CRM Data Entry Errors
Spring 2013
Team Charter
Ujwal Pandya
Austin Mealer
Udit Agarwal
January 14, 2013
CRM Data Entry Errors
Team Charter
Table of Contents
Purpose of this Document ............................................................................................................ 1
1. Business Overview ................................................................................................................. 2
2. Stakeholder Names and Contact Information ...................................................................... 2
A. Team Members ................................................................................................... 2
B. Coach / Instructor ................................................................................................ 2
A. Business Partner ................................................................................................. 2
3. Project Overview ..................................................................................................................... 2
A. Business Problem ................................................................................................ 3
B. Expected Project Outcomes ................................................................................ 3
C. Potential OM and IS Content Applied to Project ................................................... 3
4. Team Administration .............................................................................................................. 4
A. Team Values ....................................................................................................... 4
B. Team Expectations .............................................................................................. 4
C. Team Rules / Guidelines / Meeting Management ................................................ 5
5. Conflict Resolution Process .................................................................................................. 6
6. Skills and Knowledge Inventory ............................................................................................ 6
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CRM Data Entry Errors
Team Charter
1. Business Overview
Knaack, LLC, is a Crystal Lake, Illinois based manufacturer of Secure Jobsite,
Truck, and Van Storage Solutions. Knaack has been in production since 1960,
and in 2010 celebrated its 50th anniversary of supplying high quality products to
its customers throughout the world. Jobsite storage is sold under the Knaack and
Rigid brand names, and the Truck and Van storage is sold under the Weather
Guard brand name. Both brands are recognized as industry leaders in their
respected markets.
B. Coach / Instructor
Gerald Aase, gaase@niu.edu, 815-753-6376 (NIU office)
omis498aase@gmail.com, 815-751-3702 (cell)
A. Business Partner
Knaack LLC: 420 E. Terra Cotta Ave. Crystal Lake IL 60014.
WWW.Knaack.com
3. Project Overview
This section provides basic information about an existing problem and the
expected outcomes identified by the sponsor. This information will be used to
develop a formal Problem Statement and Project Goal shared in subsequent
deliverables.
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A. Business Problem
Knaack ships products to customers throughout the United States, Canada,
and Mexico, with some additional exports to Europe. Occasionally, a
customer will receive a shipment that is damaged or incorrect. Upon receiving
nonconforming shipments, customers are directed to contact a customer
service representative, who enters the complaint into a customer relationship
management (CRM) software program for use by Knaack’s customer service
and quality departments. The data entered into the CRM program is often
incorrect or missing, which makes it difficult for the company to analyze the
nonconforming shipments and implement permanent corrective actions.
OM Topics
Identify appropriate metrics (CTQ) for monitoring process quality
Use appropriate 6 sigma tools to display performance data (pareto, run
charts, etc....)
Perform a root cause analysis
Prepare high-level and detailed process flow diagrams
Articulate a detailed needs assessment
Consider effect of internal and external quality costs.
Complete a value stream analysis
Illustrate an basic understanding for distribution networks
IS Topics
Conduct a thorough system requirements analysis
o Prepare Use Cases for several processes
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Team Charter
Develop ER diagrams
Design and develop an access database or SQL database
Design and implement effective user interfaces
Evaluate the data using appropriate data mining techniques
Develop a decision support system
4. Team Administration
A. Team Values
Innovation
Preparation
Excellence
Commitment
Timeliness
Group Cohesion
B. Team Expectations
CONFLICT RESOLUTION:
All member will be expected to respond to emails and phone calls within
12 to 24 hrs
Our team has agreed we will meet every Tuesday to discuss our tasks and
plans for the upcoming week. Once we have been put in contact with our
sponsor we will then determine a convenient time to meet. Austin Mealer
will be in charge of recording minutes, all minutes will be sent out via
email to the other teammates.
One excused absence will be allowed. Events such as death in a family,
sickness will count as excused absence upon documentation.
If a group mate misses a meeting without providing an acceptable reason
they will first be contact by phone and email. If the member does not
respond Dr. Aase will be notified.
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Team Charter
The following rules describe the procedure for handling absences and
problems with individual member contributions. In these rules, “completing
assigned work” means that the assigned task is completed on time and is of a
quality in line with the values and expectations listed above. A “missed
meeting” is any occurrence of a team member failing to be present at a
meeting without providing a notice more than 12 hours beforehand.
1st meeting absence or 1st instance The team member will receive a verbal
of a group member not completing warning from the other two members
their required task
2nd missed meeting or 2nd instance The offense will but discussed in a group
of a group member not completing meeting. Any violations following this meeting
their required task will be brought forth to Dr. Aase
3rd missed meeting or 3rd instance Dr. Aase will be informed. If issues still exist,
of a group member not completing the group member will be asked to leave the
their required task team
1) Ujwal Pandya
a) IS focused
b) Technician at Motorola for 3 summers
c) Some Database experience
d) Visual Basic experience
2) Austin Mealer
a) OM Focused
b) Sharepoint experienced
c) Good oral communication skills
d) SAP experienced
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3) Udit Agarwal
a) Mix of OM and IS
b) SAP experience
c) Communication skills
d) Website creating experience