SSE674Project4-SOW

=Statement of Work (SOW) =

=Introduction/Background=

National Electronics Repair Depot (NERD) has a solid foundation of 15 years in the repair industry. We started out with a work force of 80 employees repairing IBM think pads, Sony Playstation systems, and bench marking the repair industry model that Best Buy chain uses (i.e. Geek Squad). As we have grown we explore repair areas in hardware, software and any type of support system. As we are looking for new markets we see on the horizon the need for Dapple item repair. The Dapple Stores are overwhelmed with customers and are only located in large metro areas. We plan to use this situation to our advantage by providing easy online services to get your device repaired with a quick turn-around time (no longer than 10 days).

Dapple inc. currently handles d-Device repair in house. With the success of the d-Device and the anticipated success of the d-Tablet, Dapple has decided that N.E.R.D. has the experience and resources to ensure that the support of d-Devices and d-Tablets are sufficient for full customer satisfaction. Eventually, Dapple would like for all of its product support to be outsourced. If this phase of product support is successful, more contracts will be awarded.

=Objective=

The objective is to handle product support for all d-Device models. Product support includes repairs, upgrades and Live Technical Support with customers.

=Scope of Work=

To do this we are going to put all of our resources to retool our operations to conform to this new model. The project consists of a work force of 80 personnel and will operate from five different locations across the United States (west cost, east cost, mid west, south and north regions). Our primary purpose is to offer small device repair that are under warrantee and provide out of warrantee service as well. Our team consists of the following personnel

> 1 - General Manager > 3 - Program Managers > 6 - Process/QA/Middle Management > 20 - Technical Engineers > 12 - Software Engineers > 25 - Site Technicians > 5 - Administrative Personnel (secretary, finance, human resources, payroll)

With an operating budget of 20M and a 1 year timeline for design and development we plan to be fully operational. Our team will develop both the technical and software  aspects of this process. Our technical goals will be to create repair guides for the repair technicians to use to speed up the repair process. The repair guide will be developed by reverse engineering each device and documenting the most economical way of repairing it. Each item will have its own repair guide and will cover every aspect of repair. Our technical engineers will develop these guides in house and work closely with Dapple Inc. to get prototypes so new guides can be created before product release.

As the guides are being developed our software team will be developing the repair utility that will help in our tracking system. The software will have a customer check-in page for products that need repair. The utility will have a user data back-up feature, a device summary probe (inquire devices current software load), display repair guide information, log repair actions, upload correct device version software, prepare device for shipment, and notify the user that the device is being shipped back to them. In addition to the repair program the software team will work with the network team to develop an online presence so customers can check their products in and receive shipping information. The customer will be able to check the status of their repair and get a notification when the repair is complete.

The computer network infrastructure will consist of a main server that the customers interface with to generate repair actions and get feedback from the process. The main server will have the library of device software versions for quick access. Each site will have a dedicated server to store user backups and serve as a real time back up to the main server if it goes down.

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