Survey Memo Assignment

Project description
As our book reading indicates, one of the sources for information that may be used in Proposals is information from surveys. This assignment will help you develop a short survey, using your own Proposal project as a rationale for building the questions. See the attached assignment for details.
Surveys
Business Proposals

In Chapter 7 of our text (which we covered in Session 10), Anderson offers several strategies for conducing meaningful research to help us in our technical writing tasks.  One such method is the survey, which is discussed on pages 173 – 178.  You might also visit the website Survey Monkey, to see how they suggest posing survey questions.
Consider the project you are currently working on for the Proposal Assignment.  On rereading the pages about surveys, consider how a survey could help you in this proposal objective.  Then do the following:
•    Write a formal memo or business letter to the audience for your Proposal.
•    In the document, offer 5 short survey questions that will help you complete your proposal, or target it more specifically to their request.  Ensure that your wording in the memo makes your intentions clear.

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•    Consider the wording and type of questions closely as the book indicates.  Thought given here will yield the best results when the surveys are returned.
•    Be sure you consider that closed-ended questions are much easier to tally and understand, once you get them back.  The more you use open ended questions, the higher your risk for a time consuming task with analyzing the survey results, and you will get results that are not meaningful.  So plan your questions accordingly.
•    Having read the text material about surveys, be creative with how you want/need your audience to respond:
o    They could fill out an attached sheet and return it to you (standard procedure is to offer a prepaid envelope)
o    The survey questions could also be on a return post card
o    If you email your letter or memo to the recipient, you could direct them to an on-line survey site like Survey Monkey, where the survey could be completed
o    And so on.
Specifics:
•    Develop a professional business letter or memo of one full page, in which you ask your audience some pertinent questions, specifically regarding your Proposal project.
•    Develop a minimum of 5 Survey Questions, based on the guidance for developing questions on our text on pages noted above.
•    Direct your audience on how to get the responses to you – but the questions must also appear in the letter or memo body as well.
•    Post this document to the link in Session 12 for Instructor review.

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Evaluation
This assignment is worth 40 points. Evaluation will be based on the following criteria at minimum:
1.    Audience: Has the appropriate audience been considered for the document and/or has consideration been given to the scenario described in the assignment?
2.    Format: Is the document formatted according to assignment requirements and standard business practices?
3.    Document elements: Does the document include all necessary elements, per the assignment and the particular type of document?
4.    Survey Questions: Have the questions been well considered, both with the type of question as well as wording, to yield the most useful results?
5.    Language, Mechanics, grammatical issues: Does the document use acceptable business language/style? Is the document free from errors in spelling, grammar, mechanics and punctuation?

MEMORANDUM
TO: XYZ IT Service Department
FROM: Dongho Shin, Associate Director of IT department, ABC Consulting
DATE: 07/30/14

Introduction
Having evaluated the XYZ current operating system for Information Technology related incidents, my company finds it necessary to adopt several changes and improvements by adapting IT service management (ITSM) to handle the incidents. Severity 2 – defined based on transaction counts – or higher incidents are the main target to be evaluated and I believe this system will improve incident reporting process that your company currently operates.

Figure 1: Representation of the Correlation between Business Integration, alignment and the industrialized processes and the likely advantages

Problem
After comprehensive review, some of the problems identified with the current XYZ system include:

•    High complexity and system integration which is higher as compared to the other tier companies
•    The current operation does not entail Service oriented business model
•    IT aligned services do not have Service Level Agreement
•    The average processing time for incident management is more than 30 minutes
The current operating system is characterized by numerous problems and among them includes the several errors that arise frequently due to the complexity in the system. Owing to the frequent degree of error occurrence the current XYZ system has thus proved to be costly to maintain.

Objectives
Designing a simple system that integrates the business model effectively
Incorporating Service Oriented Business Model in the system
Ensuring incorporation of Service Level Agreement
Increasing the average processing time for incident management
Method
Systems need to adapt any new technology to boost their efficiency. XYZ IT Service Department is on the stage to have reliable IT operation for providing proper services to customers and employees. Our evaluation based on ITIL v3(ITIL FOUNDATION)for your IT health status is to be developed to meet your right position in the market and lack of this technology capability can be evaluated as insufficient condition of management.
The new system to be adopted is tested and has been proven to work in several instances. It is a standardized system which ensures improved efficiency and would make it possible for XYZ to actualize automation of complex system. According to Ross, et al, (2006), “standardization creates efficiency across business units, but limits opportunities to customize services”. The advent of mass production during the early part of the last century, spearheaded by such corporations like Ford Motors were the result of standardization opf processes and products, which made it possible to produce large quantities of the same product at cheaper unit costs.

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Additionally, the new system to be adopted is proven to be secure and the XYZ organization would not worry about threats to data such as data loss or corruption by malicious softwares on the data storage and transmission system. According to a recent survey by Microsoft Incorporation, security threats remain one of the biggest challenges of computing with spam mail still claiming a high percentage of overall email traffic at 97% (Eric, 2012). The number of data breaches continues to rise despite the increase in usage of various data security solutions offered by different software vendors.
Solution
IT Service Management must make a difference to the whole organization. It must make the business processes more efficient and more effective. How the business sees IT achieving this also needs to be understood, for example, business efficiency, cost reduction in IT Service Delivery, increased customer satisfaction with Service Delivery or more reliable IT Services to support business critical services. In all probability it will be all or most of these things.
Integration is the extent through which data is shared among business units within organization or even to some extent, with other organizations with which the organizations has direct dealings (Ross, Weill, & Robertson, 2006). In enables end-to-sharing of data and faster processing and retrieval of information, but at the same time compels various users to have a common understanding of the data and exercise joint responsibilties in protecting the quuality and intergrity of data (Ross, et al, 2006).
Findings have established a direct relationship between increase in productivity and growth in value for the business, through IT aided process and product research and development initiatives. The value of IT to business process innovations have been established to be real and several organizations have recorded tangible savings to their operations. A major contribution of business process integration has been the ability to elimanate costly intemediaries, thereby resulting in to massive savings and faster services to the customers.

Figure 2: Representation of Business Process Integration (BPI), Source:  (Cordeiro, 2009)
Business process integration is much easier in situations where standardization of processes and procedures is possible and does not compromise the security and integrity of data and other information controlled by the organization. Standardization makes it easier for the different processes to integrate and remain acceptable to all the stakeholders through the organizational process interface that provides a seamless link between the various departments or sections (Eric, 2012).
ITSM implementation is a good solution to consider for any improvement for your incident handling happened frequently on your system and HP Service Manager is one of the best solutions I have ever deployed for many sites experienced. Service Manager is a service desk and ITSM related solution that enables IT to work as a single organization governed by a consistent set of processes to handle service delivery and support quickly and efficiently. There are some benefits that your company will have: Rich Service Desk, clear change management, automated service request management, best practices, and reliable technical supports. (SERVICE MANAGER)

Figure 3: Representation of the key Features of the New System
If you have further questions and any reference site for presentation, please email me at shin2@purdue.eduand thank you for your time to work with me.