TABLE OF CONTENTS

1. 2. 3. EXECUTIVE SUMMARY ................................................................................................................................................... 1 IDENTIFICATION OF NEEDS ............................................................................................................................................ 2 PROPOSED SOLUTION .................................................................................................................................................... 4 SOLUTION ........................................................................................................................................................................ 4 SYSTEM FUNCTIONALITY ................................................................................................................................................. 4 HARDWARE AND SOFTWARE REQUIREMENTS...................................................................................................................... 6

3.1. 3.1.1. 3.1.2. 4.

ALTERNATIVES ............................................................................................................................................................... 7 WEB-BASED ..................................................................................................................................................................... 7

4.1. 5. 6. 7.

RECOMMENDATIONS .................................................................................................................................................... 9 BENEFITS ..................................................................................................................................................................... 11 APPENDIX I (COMPARISON OF WEB-BASED AND WINDOWS-BASED SOLUTIONS) ....................................................... 13

1. EXECUTIVE SUMMARY
Through our investigation of the current system being used in the Standard Testing division at QLT, we have found three major areas that could use some improvement. Managements lack of information with day to day processes, the inaccuracy in the billing department, and the inefficient assignment of work to the chemists could all benefit from some changes. With the current system, management is not always up to date with what each chemist is working on until it is finished, and if they need updates it is very time consuming for them to find out, rather than if they had the information already on hand. Also with the current system, the billing department has had some flaws with overcharging. The manager is supposed to inform the bookkeeper if there are any late discounts to be taken off, but this doesnt always happen. Lastly, the current systems way of assigning chemists to projects is rather inefficient. The manager has to manually assign each job which is time consuming. Plus, with the lack of information about what each chemist is working on at the time, some chemists get overloaded with projects while others have none. Our recommendation is to implement a Windows-based system for the ST division. It would include performance reports that can be generated on demand by managers, as well as automatically on a weekly or monthly basis. These reports can summarize information by chemist, job, and client. Managers will also have access to all work records, not just completed ones. It would also improve the billing process by creating bills automatically. It would pull billing information straight from the work records, so it would know if any late discounts are necessary. All the bookkeeper will need to do is verify its accuracy. Chemists would benefit from this system too because it would automatically assign them jobs based on their current workload and qualifications. Therefore, jobs would be assigned equally and fairly. It saves the manager time as well by not having to assign jobs manually.

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2. IDENTIFICATION OF NEEDS
Currently the Standard Testing division at QLT Inc. uses a manual system to accomplish workflows and tasks. Chemists get assigned manually by the manager, chemists report their work by filling out a paper based form, and the bookkeeper organizes billing information with an Excel spreadsheet.

As QLT Inc. grows, the need for better flow of information and greater capacity is increasing. In order to improve its operations and be more competitive in the industry, management needs to have better access to information on hand. Unfortunately, with the current system the organization is using, gathering and organizing such information might be difficult and time consuming. In order to solve this issue, the to-be system is going to provide a feature where the managers can produce a weekly or a monthly performance report on demand, as well as automatically at the end of each week/month. The managers will also have access to all work records at QLT; both of these features should help improve the communication at QLT to better improve management.

Another area that needs improvement is the billing process. Currently chemists hand in paper-based work records to the manager. By the end of each week, the manager goes through all of the work records and identifies late projects. The manager will then give all of the sorted work records to the bookkeeper who uses an Excel spreadsheet to organize information about each job; such as the amount of materials used and the number of hours the chemist worked. This information is used to create monthly bills for the clients. As the number of projects grows, it is becoming harder for the bookkeeper to make sure that all of the data in the spreadsheet is accurate and up-to-date. As a result, QLT Inc. does not always bill each client accurately. This should be improved to maintain and increase customer satisfaction which will help the organization stand out in comparison to its competitors. The proposed system will be more efficient because bills will be processed automatically, and the bookkeeper will only need to verify if the amount on the bills is accurate. This system will have a feature that automatically lets the bookkeeper know if a project is overdue; this will save the manager time by not having to go through and find out if it is late or not which will speed up the billing process. This will also help reduce the chance of clients not receiving the proper

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discount and getting overcharged. Overall this system should help improve customer and employee satisfaction as well as save time and money by not needing to correct bills.

The other process that needs some improvement is the assignment of chemists. According to QLTs manager, in the current system, the manager needs to manually assign chemists to each new project. Then the chemist must go retrieve their assigned work records. The problem with the existing system is that the manager does not have enough information on each chemists current workload. As a result, certain chemists sometimes get overloaded with jobs while the others have nothing to work on. This creates stress and dissatisfaction amongst employees, therefore the system needs improvement. The proposed system will have a feature that will automatically assign chemists to certain jobs. It will base assignments on both qualifications and the amount of work thats already been assigned to that chemist, so work is distributed as equally as possible. This should help save a lot of time for the manager and help create fair and equal job assignments which will lead to a better working environment for the chemists.

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3. PROPOSED SOLUTION
3.1. Solution

An option that we feel will benefit QLT Inc. the most as an organization is a custom made Windows-based system. We recommended this system to QLT Inc. based on the cost and efficiency analysis performed. Through the analysis, we found that even though this alternative takes up more up-front costs, in the long run, this system saves cost. Besides cost, we realize that QLT Inc. operations are focused on-site, therefore a webbased system and capability is not really necessary. We feel that the Windows system will help improve productivity of day-to-day activities.

3.1.1. System Functionality

The new system is going to provide access to many different functions for chemists, managers, and the bookkeeper. Through log-in credentials, the system will bring each user to their own desktop or work areas main menu. In the chemists desktop, chemists can view some notifications for upcoming due projects to work on; they can also list work records and sort them according to different criteria. Chemists will have access to view, update, submit, and save work records quickly and efficiently once they have become familiar with the systems functions. All the forms on each work record are pre-filled with contract and work descriptions. When managers initiate a work request, chemists only need to fill in the number of hours spent on a project, the chemicals used, and the test results to be sent to the client. This will not only eliminate the problem of managers lack of information on the status of each project, but will also allow chemists to update quickly without the hassle of filling in a paper form for each project and thus relieving any annoyance they had previously had with handing in updated logs to managers.

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Managers desktops will also have notifications regarding identified late projects, expired contracts, or the availability of new weekly or monthly performance reports. This should help point out important events to the manager. Managers will have access to add, update, view, and search work records, contracts, chemists information, job requirements, reports, and clients bills. This will allow managers to quickly add a work record or contract by filling out a simple form. Once a work record is submitted, a chemist will be notified of their work record. The update feature will allow managers to make necessary changes or correct mistakes that they see fit to the chemists work records. The view and search functions will allow managers to track a chemists work throughout the course of a project. Managers will also have quick and easy access to add, update, and view contracts; this will allow them to easily track their client contracts to make sure they are up-to-date, reliable, and always available. Third, managers will be able to view weekly, monthly, or on demand performance reports that are created automatically by the system based on information from contracts and work records updated by the chemists.

To ensure jobs get assigned correctly, managers will also be able to add a new chemist and job requirement. New chemist information contains data regarding each chemists skills or certification that make that particular chemist capable of doing specific tasks. To accompany chemists skills, job requirements contain information about requirements needed by each chemist in order to work on a particular type of job. By pairing these together, the system can determine which chemist is appropriate for the job. Besides adding, managers should also be able to maintain the information through updating and viewing all the chemists and jobs. This can help accommodate managers when one chemist has improved his or her skill and is now capable of doing more tasks or if a requirement to perform a job changes.

Lastly, managers can also view all client bills. This information should remain available for managers because this can help managers determine a contract agreement or keep a good relationship with a particular client to satisfy their needs.

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3.1.2. Hardware and Software Requirements

The hardware required for the Windows system is not extensive. It will involve a server to store and access data, a network to transfer files efficiently throughout the organization, and a set of printers to print required output from the system. The PCs that are needed to maintain the Windows-based system are slightly more powerful than those for the web based. It will require an HP Omni 120t series machine in order to handle the amount of memory and processing power that this system requires. The chemist and manager PCs however will not need to be as powerful.

The software needed for development is Microsoft Visual Studio 2010. This software requires a development workstation that runs the windows operating system. A custom made Windows-based system fits QLTs standard testing division better. It will provide easy access for people in QLT to add, update, delete, and edit work records, contracts, chemist qualifications, etc. in a quick and efficient manner, as a Windows-based system usually provides faster response time while connecting to servers. Optimal training will be provided for all employees that will have access to maintenance administration with the system. Basic training will go out to the chemists, managers, and bookkeeper who will use the system to perform daily tasks. This will allow the users to have someone to rely on when they have questions regarding the system. The development of this system will take approximately two months, and this will require personnel with a good knowledge of visual basic.

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4. ALTERNATIVES
4.1. Web-based
Another option that we would like to present is the custom made web-based system. We will briefly discuss some of the benefits and costs of the web-based system. Although we are currently recommending a Windowsbased option to QLT, the web based alternative also provides some benefits. Both potential options have requirements for hardware and software such as computers for chemists, servers and networks, and also the need for training in respect to the staff.

First, the web- based system will enable users to log on from anywhere with a web connection. This can potentially be a great add on to the system because if any personnel forgets to submit a file, timecard, or work record before he or she leaves, it could easily be done from home and the staff at QLT would not have to go looking for missing work. Opposite to being able to access the system from anywhere is the slightly higher security risk that QLT would be running. Someone could potentially hack the QLT system easier on the internet than they would be able to if it were an in house only system.

Besides the portability and security issue, there would be an extra cost for web hosting with the web- based system. Web hosting can rack up an extra fee every month, and might not be an avenue that QLT wants to travel down. Web hosting also comes with risks as sometimes these services are prone to error. If the web hosting servers go down, the QLT system might not work for a while and this can cost QLT more late fees. However, QLT should not rule out a web- based system for a few reasons. The system would likely be easier to tailor to whatever needs that QLT would have, and could easily be modified when and if needed. Also, with new cloud capabilities, QLT may be able to find a provider that would cover every aspect of the business from start to finish and make the transition to the new system very seamless.

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Another big aspect of systems in general is the training and development that has to be done with the staff to integrate the system into the business. We at Star Consulting believe that the QLT staff is just as likely to know the windows type of applications as they are a web- based application. Training the QLT staff to run an application would be about the same from either angle. However, something to consider is the Star Consulting group has more experience developing and integrating the Windows-based applications and could provide some extra expertise if the QLT staff did have questions after the system was built.

A few extra things to think about when considering a web- based system come to mind. If the QLT staff does not have the expertise to maintain and modify the web based system, this could potentially result in extra spending further down the road. Additionally, the system might not be as reliable as a robust, in-house Windows-based system that would likely store, edit, delete, and backup data in house where QLT could be sure that their data is safe.

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5. RECOMMENDATIONS
Based on our understanding of QLTs situation, we believe that a Windows-based custom development is a better solution because it can provide a faster response, is more secured, and can better accommodate the exact needs of QLTs standard testing division.

Windows-based systems communicate faster with the server. A quick response time is important for the chemist as we do not want them to stop using the system or find a workaround that will create delays for management. Speed is also essential for the managers who when entering work records and contracts will want to do so quickly and efficiently. Today QLT might not have a gigantic amount of work records that need to be added or updated, but as it grows this organization might feel the need of a system with a faster response time, so if it takes less time for users to wait and enter data, they will be much less prone to using other means of updating their data. By reducing response time, chemists, managers, and the bookkeeper can focus more on their main tasks rather than in front of the work station. A Web-based system can have fast response time connecting to the server too, however because it connects to a browser, the web-based system tends have a slower response time. Therefore, we believe that a growing organization like QLT needs a system with a faster response in which the Windows-based program can provide.

Even though both Windows-based and web-based systems are relatively safe, as it only connects users inside the organization, web-based systems tend to have a higher risk of malicious threats like viruses and malware. Hackers on the web have more access to find the organizations system through a web browser. On the other hand, a Windows-based system is much more secure because the system only exists within the QLT offices and labs with the need to be installed on each work station. Although it might take more time to maintain a Windows-based system by installing them in each work station, this helps QLT improve its security of the organizations valuable information. Because QLT is growing and facing more competition, we recommend QLT be more cautious with the way they store their information. The development cost might be more expensive, but because this system can

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secure valuable information more effectively, we believe the benefit outweighs the initial expenses.

The web-based system is also a good alternative however we believe the benefits gained from a web-based system are not quite necessary. The web-based system tends to be providing faster maintainability because the IT staff will only need to update once. Although this is a nice feature to have, seeing the current size of QLT, it does not create significant impact. QLT Inc.s Standard Testing division only has eleven chemists on staff which means that it is not very hard to install an updated version of the system on each of the work stations. This impact might have more significance if QLT had branch offices with over a hundred employees; installing a newer version would then be time consuming and reduce efficiency. The other benefit of a web-based system is its portability. This is also another nice feature to have, but for current purposes QLT does not really need that as only one manager needs this capability. The Windows-based system can also be portable if a manager installs the system to his or her portable device and then connects to the server through perhaps a virtual private network. The web-based system allows some nice features compared to Windows-based, but based on QLTs current operations we believe that the Windows-based system is exactly what is needed at QLT.

Based on response time, security reason, and the need of the organization, we believe that the Windows-based solution is a better alternative compared to the Web-based custom development.

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6. BENEFITS
Through distributing the right amount of information and providing efficiency to workflow in the Standard Testing division, we believe that this system can provide both tangible and intangible benefits to QLT.

As the new system provides faster capability for entering and generating information, chemists and managers spend less time in filling out paper forms or waiting for the systems response. The freed up time that chemist get from this efficiency can be used to work on tests and perform higher quality tests, which means chemists can accept more projects, and clients tend to be more satisfied with the results. Efficiency in the new system also can help reduce the number of late projects as the manager has access to work records late status and can oversee the performance of each chemist. Because the new system allows QLT to accept more projects, improve quality of work, and reduce late projects, this system will help QLT increase revenue and decrease cost which will result in increasing profit for the organization.

In response to the new growing competition, the new system will help QLT excel in the industry by providing quality services which allows QLT to maintain and increase the number of clients. Important assets such as contract information, performance reports, and chemists skills can be kept safe with a Windows-based system, therefore preventing competitors or hackers from stealing this information which would threaten the competitiveness or even survival of QLT in the industry.

Some intangible benefits that QLT can obtain from this system are: client satisfaction, employee satisfaction, and better quality management. As mentioned before, timeliness and improved quality as a result of more efficient operations can increase client satisfaction which makes clients more likely to create a new contract with QLT or even promote QLT to their organizations divisions or other organizations. Improved client satisfaction in the end

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will make QLT more established in the industry, which will increase QLTs business value.

Another intangible benefit that QLT can get from this new system is employee work satisfaction resulting from a better working environment. As mentioned previously, in the current system there is dissatisfaction from employees because they do not always get a fair job assignment, and they do not always have enough time to fill out paper forms for work updates. Through the new system, assignments are made fairly and filling out work records requires minimal time; chemists become less stressed about the administrative aspects of their work and focus more on their main task which is testing. Not just the chemists will benefit from the new system, the bookkeeper and managers will too. They will have a more convenient system that reduces their time spent gathering and sorting information from chemists, so they can focus more on the management aspects of their job. This less stressful and more organized working environment might help employees like their jobs more and increase the likelihood of them continuing to work at QLT, this is important as they are important assets to the organization.

With enough information, enough time, and resources, the new, more efficient system minimizes the time that managers spend on administrative activities like gathering information while providing more time to plan, lead, and control day-to-day activities at QLT. Instead of sorting through late projects, managers can meet together to discuss their future plan of QLTs business growth. Managers can make better and more informed decisions while still being able to manage operations. This can help QLT now and in the future to have better operations, expand their business, and increase their value.

A lot of tangible and intangible advantages can be obtained by implementing the new system, we believe that QLT should consider implementing the system to solve the current problems and facilitate the growth opportunity that the organization has right now. By implementing the new system, we believe QLT can anticipate the increase of its business value which is the main goal of the organization.

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APPENDIX I (Comparison of Web-based and Windows-based Solutions)

Criteria
Wt.

Custom Web Based

Wt.

Custom Windows-based

Wt.

Technical Feasibility
Experience with product Develops desirable inhouse skill Integration with existing systems

40 15 15 Enough experience with web applications construction Maintenance with Dreamweaver (PHP); QLT would like to improve PHP skill Tougher Excel integration 4 5 60 75 Experienced with windows environment Maintenance with Visual Basic; QLT would like to improve visual basic skill Integrate better with Excel

5 5 5

75 75 50

10 35 5

30

Economic Feasibility
Hardware

Operational workstation cost is the same with Windows-based, but developing and maintaining workstation cost is lesser compared to Windows-based Dreamweaver (tool used in development) is cheaper compared to software used in Windows-based system Require less time to update and scale a version Server cost is similar (web based require the same amount of server and server area with Windows-based system) Require a domain to access, more time and cost to maintain More prone to hackers: data and process less secure on the web (Loss of information) Need more effort and time to secure the system (HTTPS and or Encryption)

25

Operational workstation cost is the same with Windows-based, but developing and maintaining workstation cost is higher compared to Windows-based Visual basic software is more expensive than web developing tool Require more time to update and scale a version Server cost is similar (Windowsbased require the same amount of server and server area with web based system) Less time and cost to maintain Less prone to hackers: more secure on Windows-based system (Minimize risk) Need not as much effort and time to secure the system (Encryption)

20

Software

25

20

Maintenance Server Room

5 5

5 5

25 25

3 5

15 25

Network Security

5 10

3 3

15 30

5 5

25 50

Organizational Feasibility
Employee Skill

25 25 More familiar with web programs and forms (Web forms are commonly more standard, require less effort and time to learn) 4 100 Less familiar with custom made windows environment (require more effort to learn)

75

Total

100

410

430

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Custom Web-based PHP Key Features - Multiple Browser Capability - Tend to have slower response time - Scalability (easier to scale up or down) - Maintainability (only need to update one the other will follow) - Connection tends to be more prone to hackers - Portability (able to be accessed wherever authorized)

Custom Windows-based VB. NET - Only need one version; but there might be updated version - Faster to connect to server result in faster response time - More complicated to scale up or down - If there is an update, every work stations need to update /reinstall manually - Localized connection create more secured environment - Less portable because system need to be installed in the first place - Clients need to have system installed in their work station - Client need to be authenticated - Server needs to have enough storage capacity for operational data - Server need to be able to respond in a timely manner - Server needs to be secured physically and in the network - Operational Data needs to have back up - Network needs to be coordinated inside QLT - Network needs to be secured - Developer and Maintenance PC need to be able to install and operate tool used (Visual Studio, require higher memory than Dreamweaver) - Important information such as reports need to require authorization and authentication - Process should operate in real time

General Requirements

- Clients need to be able to access browser - Client need to be authenticated - Server needs to have enough storage capacity for operational data - Server need to be able to respond in a timely manner - Server needs to be secured physically and in the network - Operational Data needs to have back up - Network needs to be coordinated inside QLT - Network needs to be secured - Developer and Maintenance PC need to be able to install and operate tool used (Dreamweaver) - Important information such as reports need to require authorization and authentication - Process should operate in real time

COSTS
Development Cost: Wages (1 developer) Equipment (1 Suitable desktop) Software (Dreamweaver/ Visual Studio) Network Setup Training (3 hours) Total Implementation & Operating Costs: Desktop (12 PCs) Network (Maintenance) $3,887.00 300.00 $3,887.00 300.00 $8,963.83 568.00 199.00 168.00 1,035.00 $10,933.83 $8,963.83 659.99 499.99 168.00 1,035.00 $11,326.81

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Printer (1) Data Storage (SQL Server) Server Facility (Building server room) Training (3 hours) Security(per year) Maintenance wage (per month) Supply (per month) Total

59.99 499.00 5,219.96 2,500.00 1,035.00 89.99 3,410.00 100.00 $17,100.94

59.99 499.00 5,219.96 2,500.00 1,035.00 89.99 3,410.00 100.00 $17,100.94

Benefits
Tangible: Improve response time/ project Fewer Late Projects Increase in income; more project can be done More efficiency reduce waiting time and reminder for time until due decrease late project: Decrease in late fines Increase in income; more project can be done More efficiency reduce waiting time and reminder for time until due decrease late project: Decrease in late fines

Intangible: Customer Satisfaction Chemist Satisfaction Faster workflow, less late project : Higher customer satisfaction Less time dealing with paper work and more time testing: Higher chemist satisfaction Receive performance information, more time for management: Improved management Improved response time more fair working assignment reduce stress level Faster workflow, less late project : Higher customer satisfaction Less time dealing with paper work and more time testing: Higher chemist satisfaction Receive performance information, more time for management: Improved management Higher response time, more fair working assignment and reduce stress level

Management Quality

Working Environment

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