CASE STUDIES ARCHIVES

TOPICS:

• Backup Routine
• Can't Manage Address Lists
• Just In Time
• Making Use of the Technology
• Managing Workflow
• Sharing Resources

Backup Routine

This case study reminds us of the importance of establishing and maintaining a backup routine.

Background: Our client owns a fitness training business. He purchased a computer, printer and some custom software desinged for his line of business. This investment cost him approximately $5500 but did not include any training on how to operate the software, let alone the computer itself. The system was virtually unused for six months.

Problem: Our client was anxious to make use of his investment but did not know how to find the kind of training he needed. Also, he was afraid of putting any information into the computer for fear of losing it.

Solution: We took our client through six short training sessions. We covered general computer use and set up a routine to handle his daily activities (contact information, letters, email, web searching). We also gave him ideas on how to use the computer to better market his business. Most importantly, we set up a backup routine and taught him how to maintain it.

Six months after we set up his backup procedure, our client's hard drive stopped working. Within a few hours, this system had a new hard drive in it and his data was restored as if nothing happened.

Making use of the technology

This case study centers around a topic undiscovered by most computer owners: computers and electronic communications.

Background: Our client bought a new computer that contains a voice/data/fax modem. His previous machine was capable of sending and receiving faxes as well as accessing his online service and email. He had an answering machine sharing the line with his computer to take incoming calls. His faxes were received on a separate phone line by a stand alone fax machine.

Our client receives dozens of email messages from his new web site, sends and receives faxes frequently during the day and receives dozens of phone inquiries and orders for his products.

Problem: He had to open two different computer programs and use the answering machine to check his incoming emails. Additionally, he had names, fax numbers and email addresses stored in separate places. Although his computer came with a voice-capable modem, microphone and speakers, he was unable to use it as it was designed because his computer lacked the necessary software program to make it all work together.

Solution: We recommended WinFaxPro version 8 for Windows95. This version comes with a product called TalkWorks. Once installed, TalkWorks allows you to record a greeting for incoming calls. It then plays your message on an incoming call, determines if the call is a fax and notifies the user on screen that a call is being answered. If it is a voice call, it records a voice message. (You can also set up separate voice mailboxes). Received faxes and voice mail messages are then stored in folders within his Windows95 InBox. We also have his InBox set up to receive and send email messages.

Result: Our client now goes to one place, the InBox, to look for incoming voice and email messages and incoming faxes. All three functions share the same modem, phone line and InBox. Looking in one place and using the same program for his communications functions not only makes for time and resource efficiency, but it means less confusion. He doesn't have to learn to use more than one program to access his messages.

Sharing Resources

This case study centers around two companies with similar needs and the same solution.

Background: Both companies each have two computers. Each computer within the offices runs the same software programs. One computer in each office is older than the other; the newer ones have CD-ROMs and modems. Additionally, each office has only one printer.

Problems: Both companies need to share resources: a common set of files and printers. Also, the computers need access to CD Reference libraries which can only be used on the computer which has a CD-ROM drive. Backup of data must be done separately for each machine.

Solution: Both companies hired PC Tech Associates to upgrade the software systems to either Windows for Workgroups or Windows95, add network cards, install a backup drive on one computer and add some cabling. PC Tech completed a "mini-network" installation, set up a backup routine and provided a few hours of training - all for under $2000.00.

Result: Employees at both computers have access to files on both machines. They share printers and CD-ROMs. Backups can take place on one machine which handles files on both machines.

This saves each company the expense of purchasing additional printers, backup drives and CD-ROMs. It also saves the employees the time and coordination involved with copying shared files to diskette and passing the diskettes back and forth.

Can't Manage Address Lists

This case study is about using the right software for the job.

Background: This company had multiple address lists separated by source (referral source or other). These lists were stored in a WordPerfect merge file and contained names, addresses, 3 or 4 phone numbers and notes. The size of each list varied from 300 - 600 names.

Use: The company used these files to track projects and progress on each person, look up phone numbers and look up addresses.

Problems: WordPerfect's Search feature was used to find each person. It would take about one minute to find someone - unbearably slow. The user would also have to remember which list a person was stored in. Sometimes a merge would crash the system because the file(s) were too large.

Diagnosis: This was an example of not using the right tool for the job. Managing item lists (each name is an item) is always done better in a database program. These programs are designed to efficiently handle searching, sorting and sharing files between other programs. Word processing programs are designed for handling words and how they look.

Contact Management programs are database programs that are specifically set up to manage names, addresses, notes, track activities, print labels and perform merge functions.

Result: PC Tech Associates installed a contact management program called Goldmine. All the address lists were converted into one Goldmine database and the referral sources are stored with each contact. Search results are now instantly displayed. Sorting is a breeze. The need to look in several files for a name is eliminated since all names are now stored in the same file.

Managing Workflow

This case study is another example of using the right software for the job.

Background: This company had their invoices in a customized FileMakerPro database. Their accounting was kept separately in Quicken. Estimates were created in FileMaker as well.

Use: Open invoices, incoming commissions and shipping status from product manufacturers were kept manually on lists. Tax and shipping charges on invoices were calculated manually.

Problems: Commissions were based upon payment of invoices and full shipment. Shipments were often made partially. Quicken does not track invoices/receivables very well, clients and invoicing is not available, and reports are not business- oriented.

Diagnosis: QuickBooks is a small-business accounting package. It allows creation of estimates, invoices and produces business-oriented reports. Thus, accounts receivable reports and tracking is efficient, timely and manageable. Estimates can be converted to invoices automatically upon award of job and purchase orders can also be created.

Result: Client chose QuickBooks as their accounting package. With just ten (10) hours of individual tutoring and some staff training, the entire process from creating estimates to invoicing, purchase orders and accounts payables are all managed in one program. Accounts receivable tracking is a breeze and all charges are calculated automatically.

Just In Time

This case study is an example of a company willing to invest a little time and money in training their employees.

Background: The company has ten employees who depend on computers to do 80 - 90% of their work. Each employee had computer experience with different products - not the ones that the company recently standardized.

Problem: One of the employees could not get her work done because everyone else would come to her with computer how-to questions and problems. She became frustrated and her boss wondered why she wasn't productive. The other employees weren't as productive as they could be.

Diagnosis: QuickBooks is a small-business accounting package. It allows creation of estimates, invoices and produces business-oriented reports. Thus, accounts receivable reports and tracking is efficient, timely and manageable. Estimates can be converted to invoices automatically upon award of job and purchase orders can also be created.

Solution: The employees were divided into functional categories - depending upon their roles and tasks within the organization. The company hired PC Tech to conduct four, on-site, half-day workshops. The workshops were tailored to the company's specific needs and focused on helping the employees transition to the software that the company chose as the standards.

Result: The employees feel more empowered. They learned tips, tricks and shortcuts to make their work easier. They are able to work faster because they have a better understanding of how the program(s) work and they don't feel guilty about constantly interrupting someone else's work to ask computer questions. By the way, the employee whom everyone depended upon put in her resignation four weeks after the workshops were completed! I'd say they held these workshops just in time!