Hyland_Final_Report
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Ohio University, Main Campus *
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Course
2010
Subject
Information Systems
Date
Apr 3, 2024
Type
pptx
Pages
30
Uploaded by ChancellorDog4228
Hyland Report
Group 2
Andrew Morgan
Sebastian Ganz
Justin Hilton
Nick Rice
Sophia Spanos
Sophia Steyns
CURRENT STATE
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Executive Summary
The purpose of this report is to outline the current process of Hyland Software’s defect detecting and patch implementation. We were given project requirements, which we outline in the report. Based on the project requirements our team drafted a project scope, and project objectives.
In this report we analyzed the current process in regards to three process diagrams:
•
System Diagram
•
Use Case Diagram
•
Activity Diagram
Based on the analyses of these diagrams, our team then listed the strengths and weaknesses of how the current process functions. We found that the most prevalent strengths for the current process are: •
Clients/employees are used to the system
•
Operational costs stay consistent •
Relatively cheap in the short term
The most prevalent weaknesses are:
•
Archaic Processing •
Grown out of the system
•
Clients are not getting notified in an effective way
•
Potentially hurting the Hyland’s image Our team then examined the current problems as they relate to the IS triangle (People, Processes, IT).
We found that the main problems with the current process in regards to the IS triangle are:
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Email notifications don’t work 100% of the time
•
It’s a newer system so both Hyland and their customers may have issues
Finally, we considered the risk involved with changing from the current process and found that the most important risks to be considered are:
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Troubles integrating within Hyland
•
Troubles integrating within the client side
•
Clients may be used to the email system and like that more
•
Hyland may have more troubleshooting with a new system
With the information we studied, our team has come the conclusion that in regards to economic, technical, and organizational feasibility, it is feasible to move forward with this project and draft a new process that improves upon the already functional current process.
•
Introduction/Background Information
Established in 1991, Hyland Software Inc. is a developer of process management software called OnBase. The applications of OnBase is used through financial, healthcare, government and manufacturing institutions. Hyland helps companies with business process automation, record management and document management. https://en.wikipedia.org/wiki/Hyland_Software
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Strategic Objective
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The Problem Statement
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The new system must allow customers to review their own past history. •
The system must include real-time inventory levels at all warehouses.
•
The system must include budgeted and actual sales and expense.
•
The system can run on handled devices and any web browser.
•
Any interaction between the user and the system should not exceed 2 seconds.
•
Lastly, the system is looking for a better approach to update customers about new patches and defects. Hyland is looking for a better way to inform customers about known defects and new patches in the system. The current email process has lots of room for human error. The process is currently slower than what is needed and is only sent to specific individuals.
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Project Scope
•
Objectives
The objective of this project is to improve the communication between Hyland and their customers. Creating a process that will improve the way that Hyland notifies their clients about defects and updates for their particular system. Part of the objective for this project is to retain the current loyalty and reputation that Hyland holds towards their client base. Hyland will maintain and even enhance their positive image. The new system will fill in the holes that exist in their current email notification system. This project will ensure that each customer is alerted of an update or patch as soon as possible and that there will be less customers that go without being notified of the best possible version of their system that is available.
The purpose of this project is to make the system Hyland currently uses to notify customers of, and update defects, more efficient. In this project, our team aims to reduce on errors that arise through the current process, as well as potentially cut down on operational costs. This project will span over an approximately 2 month period. The project has the following requirements for our team to abide by:
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Administrators notified about defects
•
Display defects relevant only to their system
•
Show significance of defect
•
Monitor actions taken
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•
Current System Diagram/ Overview
The current system, as displayed below, involves three areas of concern: Customer Administration, Hyland System Administration (Tech Team) and the Email Server/Database. This diagram outlines a basic flow of how the process works. The first step after the defect is detected is for the tech team to communicate the patch to the database for storage. The patch is also sent to the server, which scans for what clients/customers have been affected by the defect. The server then sends the automated email to the Customer Administrators who will test the patch and, if functional, send it to the customers in need.
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Strengths of Current Information System
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The current system, as seen in the System Diagram, is not complicated. There are three parts (Customer Administration, Tech Team, and Server/Database.) These three components are the only three that need to communicate between each other, making the process relatively simple, with few chances for miscommunication.
Simple
•
With the current system, the server/database does all the sifting through information, which is the most time consuming aspect. This saves the company on employee costs. The system also relies on email which is a low-
cost/free application.
Cost Effective
•
Possibly the most important strength of the current system is the fact that it functions. The system can certainly improve, but the one now is doing what it needs to do.
Functional
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One of the biggest problems with the current system is if one of the links of communications is broken, the whole process collapses. For instance, the patch may be created, sent, and tested, but if the user does not receive the email, every step prior is wasted.
Small Errors Lead to Large Proble
ms
•
The email system, while it has its flaws, is working currently. However, the problems that exist will only grow as the client base grows. With more users needing patches/upgrades, email will begin to slow the company down as it is not the most efficient way to communicate.
Inability to Support Growing
Client Base
Weaknesses of Current Information System
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As-is Process Flow
Activity Diagram
Use Case Diagram
The Use Case Diagram has has three actors: System Administrator, Server, and Customer Administrator. The diagram starts with the System Administrator. This is where a defect is detected and a patch is created. This patch is then stored into the company Database. Once the patch is stored, the server checks the system for updates. Once an update is found, the server then determines what customers the patch will affect. The server then sends an automated email to the customer administrator. The Customer Administrator receives the update and then tests the update. Finally, the update is installed. The
Activity Diagram takes the description about the current state processes one step further. The system starts with the Hyland Administrator finding that a defect occurred in the software. The database/server makes an update for the defect available and generates an email to alert Client Administration. Finally, the user has the option to update the file. If the user chooses to update, the update is applied. If the user decides not to update then no further action is taken.
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•
Strengths of As-is Process
•
Weaknesses of As-is Process
•
Clients/employees are used to the system
•
The employees and clients of Hyland have been using this system since the first started working with Hyland, so they are very familiar •
Operational costs stay consistent •
Since the company has used the same system for so long, financial projects stay pretty consistent. Implementing a new system can have many variable costs involved •
Relatively cheap in the short term
•
It is much cheaper to keep an existing system then to add a new one •
Archaic Processing •
The email server setup is very outdated. With upgrades, the system would become much more efficient •
Grown out of the system
•
With over 13,000 clients in 69 different countries, Hyland has outgrown this business process
•
Clients are not getting notified in an effective way
•
Some clients are not informed about patches which could lead to security risks and more
•
Potentially hurting the Hyland’s image •
13,000 clients invested in a Hyland product because the expect something seamless. If they don’t receive the updates they need, they could be upset with Hyland as a whole
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Strengths of As-is Process
•
Weaknesses of As-is Process
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Clients/employees are used to the system
•
The employees and clients of Hyland have been using this system since the first started working with Hyland, so they are very familiar •
Operational costs stay consistent •
Since the company has used the same system for so long, financial projects stay pretty consistent. Implementing a new system can have many variable costs involved •
Relatively cheap in the short term
•
It is much cheaper to keep an existing system then to add a new one •
Archaic Processing •
The email server setup is very outdated. With upgrades, the system would become much more efficient •
Grown out of the system
•
With over 13,000 clients in 69 different countries, Hyland has outgrown this business process
•
Clients are not getting notified in an effective way
•
Some clients are not informed about patches which could lead to security risks and more
•
Potentially hurting the Hyland’s image •
13,000 clients invested in a Hyland product because the expect something seamless. If they don’t receive the updates they need, they could be upset with Hyland as a whole
•
Problems with IS Components (People, IT, Process)
People
Email isn’t the best way of communication between the people
Business
Process
Customers may have issues with the process and email isn’t the best way to communicate Information Technology
It is a new system and both Hyland its customers may have issues adapting
JUSTIN
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FUTURE STATE
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Future System Overview
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Provide an introduction/overview for your future system including your system diagram. Also write up details of system overview
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Feasibility Study
•
Bring in feasibility from your business case and add in any additional information related to future state. You should break it out into technical, economic, and organizational. Additionally, a SWOT can be added to this section.
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System Diagram •
The new system involves three main actors: Tech Team, Client Administrator, and Server/Database. Hyland’s Tech Team is constantly searching for defects and constantly creating new patches. The patch then gets stored into the Hyland’s database. The server then searches for an upgrade. The client administrator then tests the upgrade and notifies the client that an upgrade is available.
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Future Process Flow
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Activity diagram
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Write out the process for your activity diagram.
ANDREW
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To-be Use Case This diagram illustrates that there are three actors involved in the future process our team has proposed. The process begins with the System Administrator detecting the defect and creating the patch. The patch is then sent to a database where it is stored. While these first steps are taking place, the server is simultaneously checking for updates. The customer service or Client Administrator then prepares and tests the update and contacts the client about the update installation.
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Requirements
●
Notify admins about defects
○
Communication between the Hyland administration IT team and the client-side administration of the defect
●
Only display defects relevant to their system
○
The system must be able to differentiate which clients will receive notifications for certain updates and their corresponding system.
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Display significance of defect ○
Provide a description or summary of the need for the new update
○
Inform the client of the current problem/defect in their system ○
Inform the client on what the new system will provide for them
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Monitor actions taken
○
Thew new system must have a way to communicate back to the administrators whether the client chose to update to a new version or not.
○
Instead of ending the communication with the option to update, the administration wants to be notified somehow if and why the client did not choose to update. ●
Connect to defect system at Hyland
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Process must be able to get the client in contact with Hyland to receive the update
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Recommendations
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What do you recommend based on the requirements we’ve been given. (How system is meeting the requirements, why and how our system solves the problems)
JUSTIN
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Risks of Future State
SOPHIA
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DESIGN
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Mock Application
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Mock Application
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Mock Application
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Mock Application
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IMPLEMENTATION
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Test Plan
Unit Testing
Black Box Testing:
To test if the system meets the requirements, the tester would open Hylands requirement list and check to make sure that each requirement exists within the system.
Integration Testing
User Interface Testing:
The Tester would run through the menu from both the Hyland end and user end, clicking on every menu option to ensure they are linking properly.
Use Scenario Testing:
The tester would test to see if the update is properly installing when the user chooses to install the update. The tester would test to make sure the update is checking back in with the client administrator 12 hours after if the update was not available at the time.
System Interface:
The tester would make sure the client administrator is able to view the updates when they become available.
System Testing
Requirements Testing:
The tester would check to make sure that with any changes made in the integration stage that the system still meets the requirements set by Hyland.
Usability Testing:
The tester would run through the user interface to make sure the layout and functionality is logical and easy to work in.
Security Testing:
The tester would test to make sure that the users information remains secure to anyone outside the Hyland employees who may need to know their information.
Acceptance Testing
Beta Testing:
The tester would put out the Beta version of any updates to identify any glitches or inefficiencies before the final version of the update is produced.
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Implementation/Conversion Plan
All new systems take time to get in place. Our solution to Hyland’s client communication problem is as simple as notifying the right people. Currently,
the email server is leaving clients with systems that need to be updated. Our solution is to add a small program to the clients side that routinely checks with Hyland’s defect server if there is an update. Getting the right people to get the notification is not as simple as is sounds. Due to Hyland’s diverse client base, running Unix and Windows all the way to Linux, getting the right people informed will be
up to the client’s administrators.
Hyland’s clients biggest complaint about OnBase is the learning curve.
Therefore we want our solution to be very easy for everyone. A notification button, we felt, was the most intuitive way for clients to know there is
something new available for the system. Client administrators want to know when there is an update and don't want to have to learn a completely new system to do that. With the notification button, they will know quickly when an update is available.
Also, this solution will provide
more contact with the client
. If they choose to update, an email will be sent to a Hyland administrator who will then get in contact with the client to take the proceeding steps to implement the update. If they choose know they will be prompted with a short survey, so that Hyland gets an understanding of why the client doesn't feel the need to update. This solution
makes OnBase a quicker and easier system for both the end user and the supplier.
For Hyland’s employees, a 4 day training session
will be implemented to teach them everything about the new system. A
training video tutorial will be sent to all clients. We will also be dedicating one employee to handle questions any person may have about the new system via phone or email. A BCP
will be implemented to to ensure that our information is not at risk. All of our major client and corporate information will be stored in an offsite office, to combat any issues the system may face.
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Conclusion
JUSTIN
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