Cases

Pembroke Imports

Four months ago, Pembroke Imports hired David Jackson away from an advertising agency and made him the director of marketing. Jackson recently submitted a systems request to redesign Prembroke’s customer billing statements. Hannah Holts, the systems analyst assigned to do the preliminary investigation, interviewed Jackson to determine the reason for the request. David explained that the current statements are much too unattractive and dull. “Pembroke needs to update its image,” he said. “We need something more eye-catching, more artistic, more upbeat!”

Hannah next interviewed the director of accounting, Karen Alexendar, who oversees the accounts receivable (A/R) system, which produces the monthly customer statements. Karen told Hannah that no problems with A/R system have been reported and no complaints from customers about the statements have ever been received. She assured Hannah that the current forms were clear and easy to understand.

Confused, Hannah decided she should talk with Cecil Collier, the manager of customer relations. Cecil assured Hannah that Pembroke was having no problems with its customer relations. She even showed Hannah the latest annual report, which clearly showed that Pembroke Import’s annual sales were increasing at a healthy pace.

Questions

1. There are five reasons why a system request is made. Which reason/s did David make the System Request for and why?
2. Do you think this is a feasible project? Why or why not?
3. Which type of feasibility must be first carried out?
4. What should Hannah do next?

G. H Ames & Company

Kelly Tompkins, a systems analyst at G. H Ames & Company, is often assigned responsibility for maintenance changes to the company’s sales analysis system. She recently noticed an increase in the frequency of requests for fixes and additions to the system. Kelly mentioned this to her manager, Chris Lyle, who asked if the marketing department made any specific complaints about the system. When Kelly admitted that she was unaware of any such complaints Chris said, “Then don’t worry about it.”

Assignments

1. If the frequency of fixers and enhancements on the sales analysis system is increasing what are some possible causes?

2. Do you agree with Chris’s decision? Why or why not? How else could Chris have responded to Kelly’s concerns?

3. After further conversations with Kelly and a review of the systems requests, Chris agrees that it might be time for a major system upgrade. What factors affect this systems project and influenced Chris’ decision?

4. Upon review, Chris assigns Kelly as the systems analyst on the project. What should be her next step?

Ridgeway Company

Thomas McGee vice president of operations, recently talked to Hill about the committee’s work. “It just isn’t fair,” McGee began “for the committee to have the power to turn projects that one of my facility managers thinks is worthwhile. After all Ridgeway runs all the facilities as separate profit centers. The Country Club pro shop, the golf course, the restaurant and bar, and the tennis club have separate budgets. When the information technology department does a project for one of them, the facility is charged for all development costs. My Pro shop manager Chris Connelly, plans to submit a request for a computerized inventory system for the pro shop. We calculated the figures to prove that the system will save the shop and the company money in the long run. The pro shop can pay for the system. Development, but what’s so frustrating is that after all our planning, the committee might say no. I can see why the committee needs the power to set priorities and schedules, but if we are willing to pay for a system, but if we are willing to pay for the system and if we believe that the system is worthwhile, why should the committee veto if they so choose?

System Analysis and Design

Shelly Cashmen Series