American Vision Windows Project

Accounts Receivable Proposal
Representing
American Vision Windows
Sol C
rystal
Andrew H
uebert
Gordon Cheng
2
Innovating for the Future.
Table of Contents
Executive Summary 5
Purpose 6
Background Information 7
Business Activities: 8
Project Plan 10
Existing System 11
New System 11
Problem Statement Matrix 12
Problems, Opportunities, Objectives, and Constraints Matrix 14
Project Scope 16
System Objective 17
PIECES Framework for System Improvement: 17
Proposition 18
Justification 19
Process Modeling 21
Current System for American Vision Windows 22
System Outline for Current System at American Vision Windows 22
Level 0 for Current System at American Vision Windows 24
Level 1 for “1.0 Contract” for CRM System - Basic Edition at American Vision Windows
25
Level 1 for “2.0 Process Initial Payment” for CRM System - Basic Edition at American
Vision Windows 26
Level 1 for “3.0 Process “Final” Payment” for CRM System - Basic Edition at American
Vision Windows 27
Level 1 for “4.0 Account Escalation” for CRM System - Basic Edition at American Vision
Windows 28
Proposed System for American Vision Windows 29
System Outline for CRM System - Basic Edition at American Vision Windows 29
Level 0 for CRM System - Basic Edition at American Vision Windows 31
Level 1 for “1.0 Create Contract “ for CRM System - Basic Edition at American Vision
Windows 32
Level 1 for “2.0 Process ‘Halfway’ Payment“ for CRM System - Basic Edition at
American Vision Windows 33
3
Level 1 for “3.0 Process ‘Final’ Payment“ for CRM System - Basic Edition at American
Vision Windows 34
Level 1 for “4.0 Lien on the House“ for CRM System - Basic Edition at American Vision
Windows 35
Data Modeling 36
ERD For CRM System at American Vision Windows 37
Data Dictionary for Proposed POS System at American Vision Windows 38
Candidate Tech Solution 41

Candidate Systems Solution Matrix for CRM System at American Vision Windows 42
Feasibility Analysis 44
Candidate Solution 1 for CRM System - Basic Edition at American Vision Windows 46
Technical Feasibility 46
Operational feasibility 46
Economic feasibility 47
Schedule feasibility 48
Candidate Solution 2 for CRM System Premium Edition at American Vision Windows 49
Technical feasibility 49
Operational feasibility 49
Economic feasibility 50
Schedule feasibility 51
Cost-Benefit Analysis for CRM System at American Vision Windows 51
Candidate 1: 51
Candidate 2: 53
Return on Investment (ROI) 54
Critical Success Factors 56
Risk Management 57
Proposed Solution 60
System Design 62
Implementation Schedule 66
GANTT Chart: 67
PERT Chart: 68
Conversion Plan: 69
Recommendations: 70
Recommendation 1: 70
Recommendation 2: 70
4

Executive Summary
5
Purpose
We as consultants have selected to base our research on American Vision
Windows, who are known to provide excellent customer service and deliver customer
satisfaction. American Vision Windows started nearly two decades ago and has
continually grown as a company, with its largest clientele base in California. American
Vision Windows has dedicated its success greatly to three specific principles that they
manage their business by. The first principle to success is their undivided attention
towards their customers and the service they provide. Secondly, the company places a
great importance on time-management and quick work so as not to impede too much
on the customer's life. Lastly, American Vision Windows needs an extremely
customer-oriented and personable staff to be able to provide and support their product
and services. American Vision Windows focuses on customers who are looking to
enhance or replace their windows, doors and coverings. Customers also have the
option to refinish the exterior of their home or commercial building. From a variety of
selections made readily available for customers, there will not be any unease for
customers to find what they need or want with their homes.
We, as consultants to American Vision Windows, have been tasked with
analyzing the internal transactions of the company. We hope to provide insight and
opportunities to alter and improve the efficiency and overall productivity of the company
on a day-to-day business process basis as well as long-term.
6

Background Information
7
Company:

American Vision Windows - Windows Installation, Door/Sales Installation,
Shades & Blinds

Company Location:

2125 Madera Rd, Simi Valley, CA 93065

Employee of Reference:

Ian Rennick

Company Phone Number:

(855) 833 - 9613
Business Activities:
We chose the Accounts Receivable area of operation to conduct our analysis
within American Vision Windows. The company began as sales-based, with a strong
need to organize and efficiently collect cash and close accounts. The business
transaction starts with a salesman that creates a contract which is heavily reviewed by
upper management and negotiated, after which a notice is sent to the Accounting inbox.
After negotiating is completed the Accounting Department receives the final contract
and confirm the final amount with their current database and sends out a “Begin Work”
Notice. The Accounting Department then waits for the first half of the job to be
completed before creating an “Invoice” and calling the customer to request the initial
payment. Once the customer pays, or if the customer pays immediately, the employee
updates the “Invoice” and creates a “Continue to Work” Notice. The Accounting
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Department then sends the notice to the warehouse to instruct them to continue the
job. If the customer refuses to pay, the current company protocol states they will
continue to request a payment from the customer and will not stop until they receive a
response. Unfortunately, due to a lack of a central database used among all
departments the updates and progression of the job are not accessible to all of the
departments leading to jobs being completed despite a customer failing to make a
payment. When the job is completed, the Accounting Department receives a
“Completion of Work” Notice from the warehouse. The Accounting Department reviews
the account and determines the remaining amount required. The “Invoice” is updated
and the employee will attempt to contact the customer for their final payment. If the
customer pays immediately, just as before, the “Invoice” is filled and the account closes.
However, if the customer refuses to make the final payment, the account is elevated by
a Manager. The Accounting Department will place a “Lien on the House” and notify
Upper Management of the situation. The Accounting Manager will notify the city about
the Lien and will place the account “On Hold” until a payment is received.
9

Project Plan

10
Existing System
American Vision Windows currently has a system that revolves around
face-to-face interactions with their clientele. The departments that are involved in the
business transactions are only notified of the progress of the job if it is half or fully
completed which causes low communication between the Accounting Department and
the warehouse. American Vision Windows needs a CRM system that automates their
business transactions, submits paperwork in an online environment that continually
updates and can provide access to important parties. Currently customers are not able
to observe their personal account online as the progression of their order takes effect
and often only receive communication when payments are due. In the end, this system
could be inefficient with time and service which may limit how many customers can be
serviced at a time.
New System
After finding the problem within American Vision Windows, we found that there
was a lack of communication and data interaction between all departments of the
company, especially in the Accounting Department. Without a central CRM Database
that all departments can update, cash payments are delayed and extra work is done
without proper procedures in place. The Accounting Department has minimal
communication with the Installation Department and Warehouse during the account,
when they should be communicating about the progress of the job and coordinating the
“Halfway” payment. The communication between the warehouse and the rest of the
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departments has become detrimental to the productivity of the company as a whole.
With a Customer Relationship Management system, all departments will be able to
access and update accordingly which will greatly improve communication between not
only the internal departments but also American Vision Windows as a whole and their
customers.
Problem Statement Matrix
Brief statements of Urgency Visibility Annual Priority Proposed
Problem, Opportunity, Benefits or Solution
or Directive Risk
Pertinent client High Low $40,000 1 Implement
information is not able CRM
to be accessed. Software
Sales Employees track High Low $65,000 2 All
own individual client’s employees
information. use same
data for the
same
software.
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Current client Medium Medium $40,000 3 All
information employees
outdated/inaccurate. use same
data for the
same
software that
is constantly
updated
regularly and
maintained.
Access data across Medium Medium $10,000 4 Implement
multiple devices. CRM
software that
will have
multiple
device
capabilities.
Unorganized client High Low $30,000 4 Creating a
information that lives centralized
physically and digitally. sales
process that
13
is handled
digitally.
Total Annual Benefit: $185,000
Problems, Opportunities, Objectives, and Constraints
Matrix
Cause and Effect Analysis System Improvement Objectives
Problem or Cause and Effects System Objective System Constraint
Opportunity
Unable to access Cause: Sales Implementing a The current system
client information employees are not CRM software is not digital, so
for sales tracking solution. implementing will
information be expensive.
Effect: Sales
employees can be
more efficient in
sales.
Sales employees Cause: Sales All employees Currently no
14
are tracking their employees will use using the CRM existing system so
own client their own system Software to track implementation can
information. for sales. their information. be expensive.
Effect: Sales can be
boosted since more
information
updated.
Multiple device Cause: It is Finding software Finding the right
access. important to that supports software to support
access sales multiple platforms. multiple devices
information using causes limitation.
any device.
Effect: Allows more
accessibility and
utility.
Data storage exists Cause: No Moving relevant Requires redefining
where everywhere centralized place to data or information business
that is either stored store data. to one place. workflows, which
digitally or Effect: Storing can cause issues.
physically. sales in one place
allows easier
15
usage.
Effect: Sales data
can be stored in
one place for easy
usage.
Project Scope
The proposed project is to rejuvenate the sales process for American Vision
Windows. After investigating the workflow, we determined that most of their business
practices relied heavily on paperwork, and dealing exclusively with clients to make sure
the work was flowing working appropriately. Paperwork, and having to constantly
cooperate with clients to get work done, is inefficient and slow. We were surprised that
not many business processes were done digitally. To counter this issue, we determined
that adding a Customer Relationship Management system, which will be divided into
different sections, will able to dissolve this issue. We believe that having a centralized
system that handles most of its business processes and centralizes the data will allow
processes to move quicker and less-troublesome.
Before we decided on implementing a new system, we realized that we needed to
evaluate the current system that is at American Vision Windows. Based on what we
analyzed, we realized that the communication between clients and sales is poor and
slow. We felt that communication between client and sales is important because most
of the business transactions rely so heavily on it. Slow communication leads to
16
problems and unhappy clients. The solution to this problem is to develop a system
where clients can easily speak with sales and monitor progression of their order.
The ultimate goal of this project to create a cost-effective system that fulfills all
business processes and requirements in a manageable time. We felt that building a
system that is digitalized between sales and clients was our task.
System Objective
The System objective is to create an easy to use software that will centralize all
of American Vision Windows’ sales processes into one silo where it will be more
manageable and efficient to use for employees and clients. This complete change will
overrun its current infrastructure that depended on more of a physical demand. The
entire process will change from a physical aspect to a digital aspect. Our goal is to
implement a Customer Relationship Management system that will be hopefully ready
within six months, and the training required for the system will be available for
employees after the installation is complete.
PIECES Framework for System Improvement:
Functional Non-functional
Requirements: Requirements:
Performance - Build or Buy CRM system - Weigh systems benefits
to the Company in entirety
Information - Contracts - Generate/Maintain

- Update Customer everyday duties (sales,
account data, completeness)
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- Process/ Complete
contract
- Place Order
- Accessible data to
employees
Economy - Budget system on - Online Interaction

Implemented stages to between customer and
avoid overwhelming employee
financial status - Organized reports
- Initial Amount: $20,000 between company and
- Increment by $10,000 warehouse
when applicable - Saves time on
progressing through a
business transaction for
the Company
Control & Security - Only accessible to known - Avoid failure, identity theft
parties etc.
- Secure transactions
Efficiency - Process Business - New system to teach

operations quicker employees
- Minimizes time in
processing applications
Service - Improves output - Time is essential

- Increases Sales
- Reduce wait times
- Cooperative and
Interactive business as a
whole
Proposition
American Vision Windows must have a new system that allows the company to
maintain their current sales as well as bring in new customers from their online orders.
The CRM system will perform well, as more automated sales are becoming part of the
Company’s revenue and the current sales of the business. After overlooking two
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possible candidate solutions, we propose that a CRM system is the best solution for
American Vision Windows. The Customer Relationship Management system will
digitalize the process of orders, allow data to be accessible and maintainable to
essential employees. CRM system will allow employees to overlook customer accounts
in the attempt to help customize the order to meet customer’s demands. This
automated CRM system offers instantaneous response times when the company needs
to communicate with their suppliers about any order made in person or online. In the
end, the CRM system will place all data in an online server farm that only specific
employee personnel can have access to. From this, the CRM provides a way of
controlling and securing important data. This program, with the recommended
hardware will equip employees the tools to process order transactions at a time-saving
rate and potentially invite more customers into the business for the future.
Justification
Ultimately, the Customer Relationship Management system will expand the client
base of American Vision Windows, as more customers will feel more secure that their
data is not compromised. The CRM system will allow customers to purchase their
orders online to their liking and when they are ready to submit they can double check
with an online representative to ensure positivity. The CRM system that we have
suggested for this business will reduce the processing time of orders, allow more
interaction with the customers, reduce the burden on the current employees. Even
19
though sales potentially may not increase from the new system, American Vision
Windows will have an automated system that maintains confidential information.
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Process Modeling

21
Current System for American Vision Windows
System Outline for Current System at American Vision Windows

Entity: Accounting Department, Customer, Manager, Salesperson, Warehouse

Data Flows: Input: Output:
Create Contract “Begin Work” Notice
Payment “Continue to Work” Notice
Update Invoice “Completion of Work”
“Halfway Completion” Notice
Notice “Lien on the House”
“Completed Work” Notice Places account “on hold”
Request for Payments
Data Store:
1.Customer File
2.Invoice
3.Contract
4.Accounts Receivable

Process/Task:
1.1 Create Contract
1.2 Create Customer File
1.3 Update & Finalize Contract
1.4 Create “Begin Work” Notice
2.1 Receive “Halfway Completion” Notice
2.2 Update Invoice
2.3 Request “Halfway” Payment from IF: Customer does not pay, DO 2.3
Customer “Request ‘Halfway’ Payment from
Customer”
2.4 Receives “Halfway” Payment
2.5 Update Customer File
2.6 Updates Invoice
2.7 Creates “Continue to Work” Notice
3.1 Receives “Completion of Work” Notice
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3.2 Request Customer Payment IF: C
ustomer does not pay, DO
3.2 “Request Customer Payment”
3.3 Update Customer File
3.4 Receive “Final” Payment IF: C
ustomer does not pay, DO 4.1-4.3
4.1 Create “Lien on the House” Create “Lien on the House” ; Create
Notice on the Lien to the City ; Place
Customer on Hold
4.2 Create Notice of the Lien
4.3 Place Customer File on Hold
4.4 Update Invoice

23
Level 0 for Current System at American Vision Windows

24
Level 1 for “1.0 Contract” for CRM System - Basic Edition at American
Vision Windows

25
Level 1 for “2.0 Process Initial Payment” for CRM System - Basic Edition at

26
Level 1 for “3.0 Process “Final” Payment” for CRM System - Basic Edition at
27
Level 1 for “4.0 Account Escalation” for CRM System - Basic Edition at
28
Proposed System for American Vision Windows
System Outline for CRM System - Basic Edition at American Vision
Windows
Entity: Accounting Department, Customer, Manager, Salesperson, Warehouse
Data Flows: Input: Output:

Create Contract “Begin Work” Notice
Payment “Continue to Work” Notice
“Halfway Completed” Notice “Lien on the House”
“Completed Work” Notice
Request for Payments Data Store:
1. CRM
Process/Task:
1.1 Create Contract
1.2 Create Customer File in CRM
1.3 Finalize Contract
1.4 Send Account to Warehouse Inbox
2.1 Receive “Halfway Completed” Account in Accounting Inbox
2.2 Request “Halfway” Payment from
Customer IF: Customer does not pay immediately; DO
2.3 Move Account to Pending 2.2 “Request “Halfway” Payment from
2.4 Receive “Halfway” Payment Customer
2.5 Send Account to Warehouse
2.6 Update CRM
3.1 Receive “Completed” Account in Accounting Inbox
3.2 Request Payment from Customer
3.3 Move Account to Pending IF: Customer does not pay immediately; DO
3.2 “Request Payment from Customer”
3.4 Receive “Final” Payment
3.5 Move Account to Closed
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4.1 Send Account to Manager Inbox IF: Customer refuses to pay; DO 4.1-4.3
“Send Account to Manager Inbox” “Create
‘Lien on the House’” “Create Notice of
Lien”
4.2 Create “Lien on the House”
4.3 Create Notice of Lien
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Level 0 for CRM System - Basic Edition at American Vision Windows

31
Level 1 for “1.0 Create Contract “ for CRM System - Basic Edition at

32
Level 1 for “2.0 Process ‘Halfway’ Payment“ for CRM System - Basic
Edition at American Vision Windows

33
Level 1 for “3.0 Process ‘Final’ Payment“ for CRM System - Basic Edition at

34
Level 1 for “4.0 Lien on the House“ for CRM System - Basic Edition at

35

Data Modeling

36
ERD For CRM System at American Vision Windows
37

Data Dictionary for Proposed POS System at American Vision

Windows

Table: Contract
Attribute Type Size Description Authorization
ContractID NUM 8 Customer Salesperson
Identification
(Primary Key)
CustomerFirstName CHAR 20 Customer First Manager

Name
CustomerLastName CHAR 30 Customer Last Manager

Name
Customer Address NUM, 50 Customer Address Manager

CHAR
ProductItems CHAR 30 Product Name Manager
PaymentType NUM, 30 Payment Name, Manager

CHAR Payment Numbers
PaymentAmount NUM 10 Total Amount Manager

(Currency)
CompletionDate NUM, 8 Date Format Manager

DATE (XX/XX/XXXX)

Table: Customer
CustomerID NUM 8 Customer Identification Manager
(Primary Key)
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FirstName CHAR 20 First Name Manager
LastName CHAR 30 Last Name Manager
Address NUM, 50 Address Names & Digits Manager

CHAR
PaymentType NUM 8 Total Amount (Currency) Manager

Table: Salesperson
SalesFirstName CHAR 20 Salesperson’s First Manager
Name
SalesLastName CHAR 30 Salesperson’s Last Manager

Name

Table: Manager
ManagerID NUM 10 Manager’s Identification Supervisor
(Primary Key)
ManagerFirstName CHAR 20 Manager’s First Name Manager
ManagerLastName CHAR 30 Manager’s Last Name Manager

Table: Lien Notice
LienNoticeID CHAR, 15 Lien Notice Identification Manager
NUM (Primary Key)
39
LienNotice NUM 15 Lien Notice for Address Manager
LienSignatures TEXT 20 Lien Signature of approved Manager
Lien on House
CustomerAddress CHAR, 50 Customer’s Address being Manager

NUM placed on Lien

Table: Warehouse
HalfwayNoticeID CHAR, 20 Halfway Notice Manager
NUM Identification
(Primary Key)
CompletionNoticeID CHAR, 20 Completion Notice Manager

NUM identification
HalfwayNoticeDate DATE, 8 Date Format: Manager

NUM XX/XX/XXXX
CompletionNoticeDate DATE,N 8 Date Format: Manager

UM XX/XX/XXXX

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Candidate T
ech Solution

41
Candidate Systems Solution Matrix for CRM System at American
Vision Windows
Characteristics Candidate 1: CRM System - Candidate 2: CRM System -

Basic Premium Edition
Basic Functions Easy to purchase and meets Easy to purchase and installed
minimum customer needs with pre-determined
specifications
Benefits Email integrated *All benefits of CRM System

Credit/Debit processing Online ordering
Customer Tracking Mobile payments
Employee Scheduling/Timing Real-time reports
Cloud Backup Integrated online employee
24/7 services training
Ticketing System 24/7 Support
Easy setup
Inventory Management
Administrative apps
(Department use to monitor
accounts)
Instant Cloud backup
Alert/Notification apps (email
automated system)
(5) 1TB external hard drives
included
Servers and Workstations Usable to maintain customer Maintains customer

information information
Needs to install current Compatible with IOS,
Windows Server to operate Android, Windows, tablets
Integrated Windows Server
2016
Software Tools Needed None, provided in system None, provided in system
Application Software Free-trial cloud membership Optional:

for 5 years Cloud Membership for
Optional: lifetime
Word Office products for 4 Integrated Word Office
years Products with free renewable
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yearly updates
Method of Data Gathering Customer Customer
Output Devices and Printable documents to any Printable documents to any
Implications office printer office printer
Optional: PDF converter
Input Devices and Mouse, Keyboard, Touchscreen, Wireless mouse

Implications Credit/Debit card swiper & keyboard, Credit/Debit
card swiper
Connected through Bluetooth
Optional: Wi-Fi connected
devices
Storage Devices and Computer hard drive Computer’s hard drive

Implications External hard drive backup, if Instant Cloud backup
purchased Optional: Underground
Cloud online backup Server Farm within the office
as second backup place
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Feasibility Analysis

44
The purpose of a feasibility analysis is to determine which candidate is the better
solution for the business problem. A feasibility analysis is completed based on the
following criterion:
● Technical feasibility - The measure of practicality within a specific
technical solution and the availability of technical resources and expertise
to implement and maintain it.
● Operational feasibility - The measure of how well a solution meets the
identified system requirements to solve the problem and take advantage
of the opportunities envisioned within the system.
● Economic feasibility - The measure of the cost effectiveness of a project
or solution.
● Schedule feasibility - The measure of how reasonable the project’s
timetable will be.
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Candidate Solution 1 for CRM System - Basic Edition at American
Vision Windows
Technical Feasibility
The Candidate 1: CRM System - Basic Edition is the most basic solution for
American Vision Windows. This CRM System will serve its basic needs in responding to
business needs and provide all necessities for online functionality. The CRM System -
Basic Edition unfortunately, doesn’t come preinstalled with Windows Server 2016 and
would require installing. The CRM System – Basic Edition will have a basic processor
that will meet its basic need allowing employees to be trained online on how to use the
equipment with basic cloud backup services. For online purposes, the customer will be
able to make purchases with basic support. The CRM System- Basic Edition will store all
data into the cloud for convenience and prevention of lost data. The system will also be
able to use any office printer for cases when the company needs to print financial
records.
Operational feasibility
The implementation of Candidate 1: CRM System – Basic Edition is the ability to
provide basic data gathering, basic report generation and time cards for employees.
Employees will have access to helping customers fulfill their order and monitor the
progress of the job. Data that is collected will be stored two ways. The two ways that
46
data will be stored is on the hard drive of the computer and when data is
instantaneously uploaded into the Cloud. Unlike the Premium edition, the basic edition
will have a basic ticket system to manage business requests and issues. Problems and
issues will be sorted appropriately based on critical level and priorities for everyday
business operations.
Economic feasibility
· With digital customer records, less time will be spent to complete contracts.
· More customers can be processed at the same time with an automated system.
· Automated email system
· Cloud backup service
From the stated above, the economic benefit of installing a single tablet workstation will
cost $600. CRM System – Basic Edition will require online training with 24/7 services
and customer service. American Vision Windows would benefit with 30 terminals of
CRM System – Basic Edition as there will be offices to set up for employees to standby,
receive customer orders and process their orders. The total cost for American Vision
Windows to install a new hardware to their terminals is about $18,000.

47

Schedule feasibility
The proposed system that can be purchased includes a disk that allows for quick
and easy installation for a network. At the beginning of the implementation, we will
focus on the problem analysis. We observed that American Vision Windows does not
have a technical system to record all customer data. With the new installation of
workstations for tablet use, there will be fees attached to each new work station. The
process will include an installation of the hardware. After installation, the system will be
analyzed by a systems analyst, overlooked by a database specialist and created by a
programmer/ analyst. Once the installation is completed, the next week will be sessions
to teach trainees before they can use their newly acquired skills with the customers. As
a result, this will allow employees the time to learn the new equipment and start the
process of implementing the new system into the company’s operations.

48
Candidate Solution 2 for CRM System Premium Edition at American Vision Windows
Technical feasibility
The Candidate 2: CRM System - Premium Edition is our recommended solution
for American Vision Windows. This CRM System will be more than enough to respond
to the business needs and provide all the necessary solutions for online functions as
well as contracts that occur in person. The CRM System - Premium Edition is
pre-installed with the Windows Server 2016 while the other alternative needs to install
the most recent Windows Server to operate. The CRM System - Premium Edition will
have a higher upgrade on processor, allow employees to be trained online on how to
use the equipment, easy setup and instant cloud backup services. For online purposes,
the customer will be able to submit an online purchase and have the order appear on
the front page of an employee’s screen. The CRM System - Premium Edition will
instantly store all data into the cloud and works with any office printer for cases when
the company needs to print financial records.
Operational feasibility
The implementation of Candidate 2: CRM System - Premium Edition is the ability
to provide efficient data gathering, easily created reports and time cards for employees.
Employees will have access to helping customers fulfill their order and monitor the
progress of the job. Data that is collected will be stored in two ways and one optional
way. The two ways that data will be stored is on the hard drive of the computer and
49
when data is instantaneously uploaded into the Cloud. The optional path that
employees at American Vision Windows can store data is through the given terabyte
external hard drives that are provided with the CRM System - Premium Edition. The
alert/notification apps (email automated system) can be placed onto inventory &
customer requests, Department Administrator to employee alerts, Employee to
Customer responses and Department Administrator to suppliers with the intent to keep
everyone updated and monitored through the everyday business operations.
Economic feasibility
● With Digital customer records, less time will be spent to complete contracts
● More customers can be processed at the same time with an automated system
● Automated email system to alert all parties of American Vision Windows will
maintain consistency
● Instant Cloud backup will avoid the risk of systems crashing at American Vision
Windows
From the stated above, the economic benefit of installing a single tablet
workstation will cost $600. CRM System - Premium Edition will require online training
and has 24/7 support and customer service. American Vision Windows would benefit
with 30 terminals of CRM System - Premium Edition as there will be offices set up for
employees to standby, receive customer orders and process their orders. The total cost
for American Vision Windows to install new hardware to their terminals is $18,000.
50
Schedule feasibility
The proposed system that can be purchased includes a disc that allows for quick
and easy installation for a network. At the beginning of the implementation, we will
focus on the problem analysis. We observed that American Vision Windows does not
have a technical system to record all customer data. With the new installation of
workstations for tablet use, there will be fees attached to each new work station. The
process will include the installation of the hardware, Windows Software and server
software. After installation, the system will be analyzed by a systems analyst,
overlooked by a database specialist and created by a programmer/ analyst. Once the
installation is completed, the next week will be sessions to teach trainees before they
are allowed to use their newly acquired skills with the customers. As a result, this will
allow employees the time to learn the new equipment and start the process of
implementing the new system into the company’s operations.
Cost-Benefit Analysis for CRM System at American Vision
Windows
Candidate 1:

Personnel:
# of Workers Duties: Wages/Cost: Total Cost:
3 System Analyst 200 hours, $60.00 $36,000
4 Database Specialist 80 hours, $30.00 $9,600
51
6 Programmer/Analy 100 hours, $40.00 $24,000
sts

Expenses:
# of Trainees Duties: Wages/Cost: Total Cost:
10 5 Training Sessions 3 hours/ session $1,800

$120.00/hours

# of Products: Hardware/ Cost Total Cost:
Software:
1 Host Terminal $1,500 $1,500
15 Tablet $300 $4,500
15 Magnetic Card $60 $900

Reader
1 Server: PowerEdge $ 2,300 $2,300

T420
(Configuration 1)
1 POS-X 15” $720 $720

Touchscreen
Monitor
Cost: $81,320

Projected Annual Operating Costs:

# of Products Products and Services: Cost:
1 Host License $200
30 Station License $3,000
Total Annual Projected $3,200

Cost:
Total Cost: $84,520
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Candidate 2:

Personnel:
# of Workers Duties: Wages/Cost: Total Cost:
5 System Analyst 200 hours, $60.00 $60,000
5 Database Specialist 80 hours, $30.00 $12,000
8 Programmer/Analy 100 hours, $40.00 $32,000

sts

Expenses:
# of Trainees Duties: Wages/Cost: Total Cost:
10 10 Training 3 hours/ session $4,500

Sessions $150.00/hours

# of Products: Hardware/ Cost Total Cost:
Software:
1 Host Terminal $1,500 $1,500
15 Tablet $300 $4,500
15 Magnetic Card $60 $900

Reader
1 Server: PowerEdge $ 2,300 $2,300

T420
(Configuration 1)
1 POS-X 15” $720 $720

Touchscreen
Monitor
Total Development $118,420

Cost:

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Projected Annual Operating Costs:

# of Products Products and Services: Cost:
1 Host License $200
30 Station License $3,000
Total Projected Annual $3,200

Costs:
Total Cost: $121,620
Return on Investment (ROI)

The return on investment will determine if the investment into the new system
will be beneficial to the company. It will analyze the gain or loss from the outcome of
your investment. In our reflected outcome, we will have a percentage amount that
determines which of the two candidates are actually the most profitable solution to
American Vision Windows as well as its benefits to the business as a whole. Our
analysis utilizes ((Return - Capital)/Capital) x 100% = Rate of Return. Our results are
shown below in separate tables to create the best candidate for American Vision
Windows.
54
ROI Analysis for Candidate 1
Projected Development Cost $25,250
Projected Outcome $505,000
Planned Investment Term in Years 10
# of Investment of Periods 20
Return on Investment 200%

ROI Analysis for Candidate 2
Projected Development Cost $45,450
Projected Outcome $862,920
Planned Investment Term in Years 15
# of Investment of Periods 60
Return on Investment 126%

55

Critical Success Factors
To reach a successful transition, we have determined that a format of factors
needs to be followed to keep focus and define the solutions:
1. Training and Education
a. Training of Management and employees
a. In Person Training
b. Provide materials for training of employees
1. Training guide
2. Sample testing
2. Data and Reporting
a. Program a scheduled logging of data
b. Produce scheduled reports (daily, weekly, monthly, annually, etc.)
3. Customer gratification
a. Train employees on interaction with customers and problem solving
b. Set-up procedures on how to implement solutions for problems
c. Guidelines on how to solve issues with customers
1. Discuss/Listen with customers
2. Apologize for any inconveniences
3. Solve Problem
4. Discuss solution with customer
56
4. Establish standards/guidelines
a. Work attire
b. Customer assistance
c. Responsiveness to inquiries
d. Checklist for orders
5. System Analysis on improving the infrastructure
a. Dedicated tools for system upgrading implementation
b. Reduction in costs and execution time low
Risk Management

Risk Management is the definitive term to identifying issues that do not turn out
in our favor, consequences arising and how to avoid or solve the issue. Risk
Management also creates a guideline to gauge the amount of damage that could occur
from consequences. Our knowledge of these damages, provides an incentive to be
aware for these risks and in the end the business can avoid even more harmful risks.
57
Risk Type Risk Conditions Risk Consequences
Scope Technical failures, Security and solutions are
Systems down, not meeting minimum
compromised data business standards
Technology Replacements
Very counter-productive
Time Slow systems, Untimely Unsatisfied Business,
operations, Schedules are Frustrates all users
at a haywire (Employees, Admin.,
Customers)
Quality Poor performance of Customers unhappy, Hurts
employees, Job the Company production,
uncomplete for customers Negative effect on
expanding the business
Equipment & Cost Obsolete systems, Not Damages business,
updated to meet technical equipment turnover
standards, Server down, unsatisfactory, Negative
Financially unprepared as revenue, Lawsuits (for
a Company charging customers in jobs
that does not complete)
58
Bankrupt possibility
Customer Unapproval Demands are unmet, Negative expansion of
unresponsive customer Company client base, Bad
service reviews, Potential
Customer Vandalism,
Lawsuits
59
Proposed Solution

60
As consultants to American Vision Windows, we have proposed two candidate
solutions that are ideal to increase the value of the Company as a whole. We
recommend American Vision Windows to select the CRM System - Basic as that
solution is the least expensive compared to CRM System - Premium Edition which by far
exceeds the performance of the CRM System - Basic. CRM System - Basic will meet the
minimum requirements of a Company that does not have enough funds to purchase a
large technical upgrade. CRM System - Basic is the better candidate as important
customer data will be kept in secure places that are only accessible to responsible
parties. American Vision Windows currently does not digitalize their data, therefore
CRM System - Basic serves that purpose, to record all data in secured data storages.
61

System Design

62

63

64

65

Implementation Schedule

66
GANTT Chart:
ID Task Start Finish Duration in

Days
1 Problem Analysis 1/20/2018 2/3/2018 15
2 Requirements Overlook 2/4/2018 2/10/2018 6
3 Logical Design 2/11/2018 3/5/2018 23
4 Decisions 3/6/2018 3/10/2018 4
5 Physical Map (Blueprint) 3/11/2018 3/23/2018 12
6 Construction 3/24/2018 3/31/2018 7
7 Testing 4/2/2018 4/5/2018 3
8 Implementation & Delivery 4/6/2018 4/12/2018 6
67
PERT Chart:
68
Conversion Plan:
Based on the schedule feasibilities for CRM System - Basic Edition should not
have a dramatic effect on transferring data from the old server into the new servers
provided in CRM System - Basic Edition. Our consulting group will continue installing the
workstations that will be connected to the network to manage customer data for
American Vision Windows. When complete, there will be employees that are trained in
working with the technology to help the company grow with new customers from an
online environment. From there, the system will be tested as a business day in
American Vision Windows to ensure that the technology will withstand the payload of
utilizing 30 workstations at once. The conversion from the current system will be as
smooth as possible as time is used appropriately to transfer and implement the system
into the Company.

69
Recommendations:
Recommendation 1:
Our first recommendation to American Vision Windows is to take a week to input
data into the new data storages provided in CRM System - Basic Edition along with the
new data that arrives to the Company. In some time, all data will be kept secured and
customers would not need to fear that their data can be erased or compromised while
being a client to American Vision Windows.
Recommendation 2:
The second recommendation is to contact us at (insert group name) for any
additional questions regarding the recommended systems. Our available customer
service will be open from M-F from 7:00am to 8pm., while the weekends are 24/2 to
accommodate urgent questions.
You can contact us at www.consultwithus.com and call us as 1(800) CWU-2964.
70
American Vision
Windows
BUSINESS PROPOSAL PRESENTATION
About the Company
 American Vision Windows is the largest window sales and installation

company in California and one of the largest in the nation.
 It is a family owned and operated business.
 Company has been running for more than 15 years.
 There are currently a total of six locations located in California,
Arizona, and Texas.
Business Concept
 American Vision Windows dedicates their success on following three

different principles:
 First principle: provide attention towards their customers and service.
 Second Principle: A focus on time-management and quick working
style.
 Third Principle: provide a customer-oriented and personable staff to
support their product and services.
 The focus is on enhancing or replacing windows, doors, and
coverings.
 Provide refinishing the exterior of their home or commercial building.
 A variety of choices for each product.
About us
 Consultants working for American Vision Windows on improving their

internal infrastructure.
 We are working for their location based in Simi Valley, CA.
 We aim for businesses that show potential for the future.
 We aim to provide businesses that will completely improve their
overall system.
 We strongly believe our motto is to re-innovate systems to become
“Fast, Easy, Better.”
The Team
 Sol Crystal
 Andrew Huebert
 Gordon Cheng
Our Objectives
 Tasked with analyzing the internal transactions

 Provide insight and opportunities to alter and improve the efficiency
and overall productivity of the company on a day-to-day business
process basis for the long-term
Current System
 American Vision Windows currently has a system that revolves

around face-to-face interactions with their clientele.
 Departments that are involved in the business transactions
communicate between the Accounting Department and
warehouse.
 Customers speak directly with the Sales department.
 Business transactions are handled in-person by paperwork.
Problems with the Current System
 Having a system based on an in-person basis only slows down

business.
 Dealing with many customers becomes a hassle.
 Customers are unable to manage or monitor progression.
 Low communication between customer and company.
 Business transactions are slow.
Fixing the System
 An online environment
 Allows monitoring of progression
 Easier to manage business and customer transactions
 Easier customer support
 Better Communication between customers and the company
 Better communication within the company.
 Less paperwork.
Proposed System
 We as consultants believe that implementing a Customer

Relationship Management System will solve most of the issues
 Benefits of a Customer Relationship Management (CRM) System
 All departments will be able to access and update accordingly.
 Customers and managers can monitor Job progression.
 Manage data digitally instead of physically.
 Less of a physical demand.
Candidate System 1: Basic Edition
 Benefits
 Email integration
 Credit/Debit processing
 Customer Tracking
 Employee Scheduling/Timing
 Cloud Backup
 24/7 services
 Ticketing System
Candidate System 2: Premium
Edition
 Basic Functions
 Easy to purchase and installed with pre-determined specifications
 Benefits:
 Online Ordering
 Mobile payments
 Real-time reports
 24/7 Support
 Inventory Management
 Storage back up physically and digitally
 Easy setup
Benefits/Summary
 Ultimately, the Customer Relationship Management system will

expand the client base of American Vision Windows, as more
customers will feel more secure that their data is not compromised.
 The CRM system that we have suggested for this business will reduce
the processing time of orders, allow more interaction with the
customers, reduce the burden on the current employees.
 The CRM system will allow customers to purchase their orders online
to their liking and when they are ready to submit they can double
check with an online representative to ensure positivity.

American Vision Windows Project

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Accounts​ ​Receivable​ ​Proposal

American​ ​Vision​ ​Windows

Candidate​ ​Tech​ ​Solution 41

serviced​ ​at​ ​a​ ​time.

Brief​ ​statements​ ​of Urgency Visibility Annual Priority Proposed

Problem,​ ​Opportunity, Benefits or Solution

or​ ​Directive Risk

Pertinent​ ​client High Low $40,000 1 Implement

information​ ​is​ ​not​ ​able CRM

to​ ​be​ ​accessed. Software

Sales​ ​Employees​ ​track High Low $65,000 2 All

own​ ​individual​ ​client’s employees

information. use​ ​same

data​ ​for​ ​the

outdated/inaccurate. use​ ​same

data​ ​for​ ​the

Access​ ​data​ ​across Medium Medium $10,000 4 Implement

multiple​ ​devices. CRM

Unorganized​ ​client High Low $30,000 4 Creating​ ​a

information​ ​that​ ​lives centralized

physically​ ​and​ ​digitally. sales

Total​ ​Annual​ ​Benefit:​ ​$185,000

Problems,​ ​Opportunities,​ ​Objectives,​ ​and​ ​Constraints

Cause​ ​and​ ​Effect​ ​Analysis System​ ​Improvement​ ​Objectives

Problem​ ​or Cause​ ​and​ ​Effects System​ ​Objective System​ ​Constraint

for​ ​sales tracking solution. implementing​ ​will

information be​ ​expensive.

employees​ ​can​ ​be

more​ ​efficient​ ​in

Sales​ ​employees Cause:​ ​Sales All​ ​employees Currently​ ​no

information. for​ ​sales. their​ ​information. be​ ​expensive.

Effect:​ ​Sales​ ​can​ ​be

boosted​ ​since​ ​more

access. important​ ​to that​ ​supports software​ ​to​ ​support

access​ ​sales multiple​ ​platforms. multiple​ ​devices

information​ ​using causes​ ​limitation.

Effect:​ ​Allows​ ​more

Data​ ​storage​ ​exists Cause:​ ​No Moving​ ​relevant Requires​ ​redefining

where​ ​everywhere centralized​ ​place​ ​to data​ ​or​ ​information business

digitally​ ​or Effect:​ ​Storing can​ ​cause​ ​issues.

physically. sales​ ​in​ ​one​ ​place

Effect:​ ​Sales​ ​data

can​ ​be​ ​stored​ ​in

one​ ​place​ ​for​ ​easy

processes​ ​to​ ​move​ ​quicker​ ​and​ ​less-troublesome.

employees​ ​after​ ​the​ ​installation​ ​is​ ​complete.

PIECES​ ​Framework​ ​for​ ​System​ ​Improvement​:

I​nformation -​ ​Contracts -​ ​Generate/Maintain

E​conomy -​ ​Budget​ ​system​ ​on -​ ​Online​ ​Interaction

E​fficiency -​ ​Process​ ​Business -​ ​New​ ​system​ ​to​ ​teach

S​ervice -​ ​Improves​ ​output -​ ​Time​ ​is​ ​essential

American​ ​Vision​ ​Windows.​ ​The​ ​Customer​ ​Relationship​ ​Management​ ​system​ ​will

System​ ​Outline​ ​for​ ​Current​ ​System​ ​at​ ​American​ ​Vision​ ​Windows

Data​ ​Flows: Input: Output:

Data​ ​Dictionary​ ​for​ ​Proposed​ ​POS​ ​System​ ​at​ ​American​ ​Vision

CustomerFirstName CHAR 20 Customer​ ​First Manager

CustomerLastName CHAR 30 Customer​ ​Last Manager

Customer​ ​Address NUM, 50 Customer​ ​Address Manager

ProductItems CHAR 30 Product​ ​Name Manager

PaymentType NUM, 30 Payment​ ​Name, Manager

PaymentAmount NUM 10 Total​ ​Amount Manager

CompletionDate NUM, 8 Date​ ​Format Manager

LastName CHAR 30 Last​ ​Name Manager

Address NUM, 50 Address​ ​Names​ ​&​ ​Digits Manager

Accounts Receivable Proposal

American Vision Windows

Candidate Tech Solution 41

serviced at a time.

Brief statements of Urgency Visibility Annual Priority Proposed

Problem, Opportunity, Benefits or Solution

or Directive Risk

Pertinent client High Low $40,000 1 Implement

information is not able CRM

to be accessed. Software

Sales Employees track High Low $65,000 2 All

own individual client’s employees

information. use same

data for the

outdated/inaccurate. use same

data for the

Access data across Medium Medium $10,000 4 Implement

multiple devices. CRM

Unorganized client High Low $30,000 4 Creating a

information that lives centralized

physically and digitally. sales

Total Annual Benefit: $185,000

Problems, Opportunities, Objectives, and Constraints

Cause and Effect Analysis System Improvement Objectives

Problem or Cause and Effects System Objective System Constraint

for sales tracking solution. implementing will

information be expensive.

employees can be

more efficient in

Sales employees Cause: Sales All employees Currently no

information. for sales. their information. be expensive.

Effect: Sales can be

boosted since more

access. important to that supports software to support

access sales multiple platforms. multiple devices

information using causes limitation.

Effect: Allows more

Data storage exists Cause: No Moving relevant Requires redefining

where everywhere centralized place to data or information business

digitally or Effect: Storing can cause issues.

physically. sales in one place

Effect: Sales data

can be stored in

one place for easy

processes to move quicker and less-troublesome.

employees after the installation is complete.

PIECES Framework for System Improvement:

Information - Contracts - Generate/Maintain

Economy - Budget system on - Online Interaction

Efficiency - Process Business - New system to teach

Service - Improves output - Time is essential

American Vision Windows. The Customer Relationship Management system will

System Outline for Current System at American Vision Windows

Data Flows: Input: Output:

Data Dictionary for Proposed POS System at American Vision

CustomerFirstName CHAR 20 Customer First Manager

CustomerLastName CHAR 30 Customer Last Manager

Customer Address NUM, 50 Customer Address Manager

ProductItems CHAR 30 Product Name Manager

PaymentType NUM, 30 Payment Name, Manager

PaymentAmount NUM 10 Total Amount Manager

CompletionDate NUM, 8 Date Format Manager

LastName CHAR 30 Last Name Manager

Address NUM, 50 Address Names & Digits Manager

PaymentType NUM 8 Total Amount (Currency) Manager

SalesLastName CHAR 30 Salesperson’s Last Manager

ManagerFirstName CHAR 20 Manager’s First Name Manager

ManagerLastName CHAR 30 Manager’s Last Name Manager

CustomerAddress CHAR, 50 Customer’s Address being Manager

CompletionNoticeID CHAR, 20 Completion Notice Manager

HalfwayNoticeDate DATE, 8 Date Format: Manager

CompletionNoticeDate DATE,N 8 Date Format: Manager

Characteristics Candidate 1: CRM System - Candidate 2: CRM System -

Benefits Email integrated *All benefits of CRM System

Servers and Workstations Usable to maintain customer Maintains customer

Application Software Free-trial cloud membership Optional:

Method of Data Gathering Customer Customer

Input Devices and Mouse, Keyboard, Touchscreen, Wireless mouse

Storage Devices and Computer hard drive Computer’s hard drive

to implement and maintain it.