Cloud Computing Security Analysis and Recommendation

The provided content appears to be a collection of various sources and materials related to cloud computing security, project management, business process management, and data management. The sources include research papers, academic articles, online resources, and company websites. Some of the topics covered include the analysis of cloud computing security problems, trusted cloud computing with secure resources and data coloring, authentication and access control, business process model merging, disaster recovery plans, data management best practices, and salesforce system requirements.

Executive Summary
The report is based on the case study on Trusty Carpets, which is a small firm selling carpets
from past two decades. Different technologies used in the firm are router, printer, internet but no
information system is being utilized. Trusty carpets have Metro Carpets, and aims to make
optimum use of the space of the showroom and warehouse. In order to provide a better outlook,
environmental analysis have been done, which have highlighted the opportunities and threats for
the Trusty Carpets.
Trusty Carpets wants to efficiently merge all consumer and sales components into uniform
business operations. The aim of the report is to recommend appropriate technologies for
enhancing the profit margin, so that the organization can expand and grow. It have been
identified after analyzing the business operations of the organization that problem lies in the
networks of communication, infrastructure related to IT is weak, there is more requirement of
personnel for maintenance, suppliers relations need to be enhanced and the overall business
strategy should be in line with the business operations.
Solutions have been suggested for the problems of Trusty carpets in the report. The organization
needs to implement customer relationship software named SalesfroceIQ, which will help the
organization to combine all the business operations under one. The implementation of the CRM
software will enhance sales and customer service and will enhance overall business outcomes.
Besides this the software will also be helpful in the unification of the business, increased
employee motivation and smooth functioning of the business. It have been analyzed that the
implementation of the CRM software is feasible and will also utilize the various resources
optimally. Annual cost of implementation of the CRM software in the Trusty Carpets will come
to $900.

The report also suggests alternative solution to the organization for the improvement of the
business processes without any IT solution. Proposed alternative solution for Trusty Carpets is
that it needs to improve its vision statement and all the significant parts of the business needed to
be defined well and appropriate time should be given to effectively merge the newly acquired
Metro Carpets. It have been analyzed the alternative solution for the organization is feasible but
is not as optimal as CRM software.
For making the implementation of the software successful the organization needs to provide
training to the staff. Besides this all the technical requirements such as internet, device
configurations, operating system, control on access, security in terms of network and transactions
should be ensured for making the implementation successful. All the stakeholders like such as
employees, managers and clients should be made aware and included in the development of the
project. At the end of the report, it have been suggested to the organization that it should manage
change efficiently, should integrate the business process requirements with effective training.

Table of Contents
Executive Summary.....................................................................................................................................0
I. Background and Environmental Analysis..................................................................................................6
Background:.............................................................................................................................................6
Environmental Analysis:.......................................................................................................................7
Opportunities:......................................................................................................................................7
Factors:................................................................................................................................................8
Threats:................................................................................................................................................8
II. Business Problem....................................................................................................................................9
III. Proposed Solution:...............................................................................................................................11
IV. Expected Improvements......................................................................................................................12
V. Alternatives Analysis.............................................................................................................................14
Analysis: Status Quo..............................................................................................................................14
Analysis: Proposed System....................................................................................................................15
Solution Description..........................................................................................................................15
Major Benefits...................................................................................................................................16
Cost Elements....................................................................................................................................17
Feasibility...........................................................................................................................................17
Risks...................................................................................................................................................18
Major Issues.......................................................................................................................................18
Analysis: Alternative Solution................................................................................................................19
Solution Description..........................................................................................................................19
Major Benefits...................................................................................................................................19
Cost Elements....................................................................................................................................20
Feasibility...........................................................................................................................................20
Risks...................................................................................................................................................20
Major Issues.......................................................................................................................................21
Analysis: Improve Business Processes without an IT Solution...............................................................22
Solution Description..........................................................................................................................22
Major Benefits...................................................................................................................................22

Cost Elements....................................................................................................................................23
Feasibility...........................................................................................................................................24
Risks...................................................................................................................................................24
Major Issues.......................................................................................................................................24
Solutions Comparison Chart..................................................................................................................25
Justification of Proposed System...........................................................................................................26
VI. Feasibility Analysis................................................................................................................................27
Economic/Financial Feasibility...............................................................................................................27
Organizational/Operational Feasibility..................................................................................................27
Advantage of the proposed system in solving problems...................................................................27
Easy integration of the proposed strategy.........................................................................................28
Necessity for additional staffing........................................................................................................28
Necessity for reducing staff...............................................................................................................28
Requirement of Staff reorganization.................................................................................................29
Feasibility of retraining......................................................................................................................29
Technical Feasibility...............................................................................................................................29
Assurance of Expected Functions......................................................................................................29
Solution Integration...........................................................................................................................30
Implementation.................................................................................................................................30
Training..............................................................................................................................................31
Management.....................................................................................................................................31
VII. Requirements Checklist.......................................................................................................................31
Introduction...........................................................................................................................................32
Data Requirements................................................................................................................................32
Functional Requirements.......................................................................................................................33
Technical Requirements........................................................................................................................33
Internet Connection...........................................................................................................................33
Browsers............................................................................................................................................34
Outlook..............................................................................................................................................34
Operating System..............................................................................................................................35
Device Configurations.......................................................................................................................35
Security Requirements...........................................................................................................................35

Authentication and Access Control....................................................................................................35
Network Security...............................................................................................................................35
Secure Communications & Reporting...............................................................................................36
Transactional Security.......................................................................................................................36
Information Security..........................................................................................................................36
VIII. Context Diagram.................................................................................................................................37
Section IX: Project Management...............................................................................................................37
Project Scope.........................................................................................................................................37
Time/Schedule.......................................................................................................................................38
Cost........................................................................................................................................................38
Quality...................................................................................................................................................39
Communications....................................................................................................................................39
Stakeholders..........................................................................................................................................40
Project manger.......................................................................................................................................40
Project board..........................................................................................................................................40
Project team members...........................................................................................................................41
Other......................................................................................................................................................41
Major tasks and timeframe...................................................................................................................41
Section X. Acquisition Strategy..................................................................................................................42
Scope of what to buy:............................................................................................................................42
Product Hardware and Service Software...........................................................................................42
Commercial-off-the-shelf products....................................................................................................43
Support for Custom Development.....................................................................................................43
Required Infrastructure..........................................................................................................................44
How will system hosting services be needed?...................................................................................44
How will connectivity be made available?........................................................................................45
What security considerations should be included in the contracts? Will any specific hardware or
software need to be acquired to provide security?.............................................................................45
Will business Continuity requirements need to be included in the contract(s)? Will separate Business
Continuity solutions or components need to be acquired?.................................................................46
Are there any data management considerations to be included in the acquisition(s)?........................47
What type of contract(s) should be used?..........................................................................................47

Section XI: Risk Management...................................................................................................................48
Section XII. Security.................................................................................................................................48
Data.......................................................................................................................................................48
Application Software.............................................................................................................................49
Systems.................................................................................................................................................49
Networks...............................................................................................................................................50
Physical facilities related to IT..............................................................................................................50
Mechanisms (Policy, Procedure, Technology Solutions, etc.) to protect against each of the issues......50
Section XIII: Additional Implementation Issues.........................................................................................52
Culture Change......................................................................................................................................52
Salesforce Application Development.....................................................................................................52
Insufficient Training...............................................................................................................................53
Conclusion.................................................................................................................................................53
Appendix...................................................................................................................................................55
References.................................................................................................................................................63

I. Background and Environmental Analysis
Background:
Trusty Carpets (TC) has been a successful small-business organization in selling carpets for 20
years with a potential to become a bigger corporation in the future. TC has small number of
employees including the owner, Jerry Montgomery and his daughter who would like to take over
the business once Jerry retires. Currently, TC has a healthy profit of $100,000 by selling
250,000 square feet of carpet in a year. TC’s monetary transactions such as paying bills, sending
invoices, collecting payment and payroll are handled by an accountant.
Technologies used at TC are basics such as printer, router, internet, tablet computers and so on.
There is no commercial software or information system where all the employees are connected.
All the employees have Gmail account from which they carry the business processes such as
checking the availability of the selected carpet and the current price. Currently, there is no
designated IT employee, however, one of the salesperson, Ben handles the IT-related queries at
TC.
Recently, Mr. Montgomery has acquired Metro Carpets (MT) which is on the other side of the
town. Bigger than TC, Mr. Montgomery plans to utilize the large space of Metro Carpets in the
best feasible way. The MT’s annual revenue of $3 million is very lucrative for Mr. Montgomery
as he aims to expand his carpet business. In addition, he has also decided to partner with Mike’s
carpet installation business. Mr. Montgomery wants to contribute to the environment by
emphasizing on recycling carpets when he merges with the installation business. To gain
competitive edge, Mr. Montgomery needs a good planning and implementation to run all three
businesses successfully.

Environmental Analysis:
Mr. Montgomery has two facilities; Trusty Carpets and Metro Carpets. His well-established
primary facility, Trusty Carpets, is located within a busy strip mall and it generates $1.2 million
in annual revenue. This facility is small in both space and employees, as only Mr. Montgomery
and 2 sales people work there at any given time. He also employs a single accountant to monitor
his finances, pay bills, send invoices, collect payment, and do payroll. Trust Carpets has a very
basic IT system used for essential business tasks. The system is comprised of a multi-purpose
printer connected to a router which provides a private wireless network. Furthermore, the 2 sales
people each have tablet computers which utilize the Google cloud to create and check customer
orders.
The second facility is Metro Carpets and is a recent acquisition. This facility is significantly
large than Trusty Carpets as it is a standalone store with an adjoining 20,000 square foot
warehouse and large showroom. The warehouse is currently at half-full capacity. Metro has 3
sales and 2 warehouse staff. Metro currently generates about $3 million in annual revenue.
Mr. Montgomery also intends to merge his business with his brother-in-law’s carpet installation
business. He plans to do this after they have reviewed the EPA’s WARM program. Mike’s (Mr.
Montgomery’s brother-in-law) wife Carol does the bookkeeping for his company and she is very
organized.
Opportunities:
With the large warehouse acquired through the purchase of Metro Carpets, products can be
stored on site allowing for much faster transactions.

The merger of Mr. Montgomery’s carpet business and Mike’s carpet installation business
provides new business services and marketing opportunities. Some of these services may
include custom carpet interior decorating and installations.
With 2 separate facilities being in 2 opposite sides of the town, there is a greater possible
customer base.
The Metro Carpets facility would be an ideal location for the carpet installation team to be
stationed as they can receive an order and pick out the product from the warehouse within short
time and make the delivery from there.
With the installation of an IT network that connects the two facilities together; sales staff will be
able to check the inventory of both facilities in real time. This would also help for general
management applications.
Factors:
 Mr. Montgomery has a solid foothold in the local carpet market as he has been in
business for 20 years.
 Very small staff. Only 3 (including Mr. Montgomery) at Trusty Carpets location and 5 at
Metro Carpets.
 No IT experts included in the staff.
 The town in which the business is located is seeing a sharp rise in population.
 The two facilities are on opposite sides of town and this distance will affect the method of
communication being considered for the new network.
Threats:
 Competitor carpet retail stores.
 Local carpet installers.

II. Business Problem
The core business problem facing Trusty Carpets is how to effectively merge all sales and
customer components of the business into one united operation with aligned strategies and goals.
There are three primary components of the business: the Trusty Carpets store, the Metro Carpets
store, and Mike’s carpet installation business. All components have separate sales, customer
services, and customers.
Reasons as to why this problem exists include the following:
 There is no core communication or an IT system connecting these components together.
 Metro Carpets is a new acquisition and, as such, is still undergoing renovation.
 Mike’s carpet installation business is still a completely separate business with a different
business model.
 There is no defined vision on how to unite these separate components.
The business strategy greatly depends on how these components work together in unison to
generate the most revenue. In order to create a successful business strategy, all critical
components of the business must be known; otherwise, the new business strategy will have no
real direction for implementation.
The elements of this problem include the following:
 IT infrastructure
 Communication networks
 The CEO – Jerry Montgomery: his decisions on budgetary allowance and business
strategy

 The bottom line of the business
 The distance between the Trusty Carpets store and the Metro Carpets store
 Mike’s business strategy vs. Jerry’s business strategy
 The needs of the customer base
 The carpet supplier
 IT maintenance personnel
The problem of having the three identified business components not working as a single unit has
a significant impact on the business’s bottom line, culture, and overall operational efficiency.
With no core system in place, the 3 components may be using incompatible hardware or
software. This would have serious operational problems, for it could interfere with overall
communication efforts and data analysis. Culturally, the effect of no core system impacts the
employees’ awareness of their role in the overall business chain. The most consequential impact
of having no core system regards the bottom line, so with no such system in operation, the
business lacks the ability to track its total growth, process sales across the two stores, and
manage its operations efficiently.
The timeframe in which this problem can be solved depends on the amount of commitment from
Mr. Montgomery and the time it takes to complete a business operations review, analysis, and
installation of the system. If full buy-in is obtained from Mr. Montgomery, the timeframe for
solving the problem would likely range from 60 days to 120 days.
The reason why this problem was selected is because it is the most critical problem facing the
business right now. It is also the one that, if solved, will result in the biggest gain in productivity
which translates into more revenue. Unifying the different business components with a CRM

solution will resolve several other issues simultaneously, such as, the company’s inventory
management, sales processing, and profit margins.
III. Proposed Solution:
The proposed solution for Mr. Montgomery’s business is the customer relationship management
(CRM) software known as SalesforceIQ CRM. This software is cloud based solution, and it
should be applied to all three businesses uniformly in order to unify them under one solution.
Using this solution will help Mr. Montgomery and his team to gain control of sales and
profitability of all the newly acquired businesses simultaneously. The solution affords Mr.
Montgomery’s staff a massive collaborative tool, but it is recommended to apply this solution to
all three businesses as early as possible to increase collaboration between the separate business
components. One of the major advantages of the salesforce application is the ability for it to be
accessed from any device which simplifies the salespeople’s process to record order information
instantaneously on cellphones/tablets. Since Trusty Carpets is a growing business, SalesforceIQ
CRM is perfect because of its ability to handle unlimited workflows and integrations.
SalesforceIQ focuses on building good customer relationships by allowing business to use
thousands of applications quickly and efficiently via the AppExchange. Lastly, the leverage to
use the proposed solution without the need of additional IT staff is best for Trust Carpet’s
scenario (Salesforce.com, inc., 2017). Trusty Carpet can solely focus on achieving sales and
business goals leaving the IT issues behind to 3rd party, Salesforce.
IV. Expected Improvements
Business opportunities offered by Jerry has helped him start his own business of carpet making
and selling, but usually at a lower cost and with fewer restrictions than a franchise.

The proposed solution is a customer relationship management (“CRM”) software called
SalesforceIQ CRM. This software is cloud based solution which will help Mr. Montgomery in
increasing sales and profitability by allowing his team to spend less time on admin and more
time on accelerating the sales. By apply this solution to all the newly acquired businesses, Trusty
Carpets can start managing them easily.
 Tangible benefits:
o Mobile Device Collaboration
o Increase in time spent by sales personnel with existing customers.
o Increase in the number of new customer prospects pursued by sales
representatives.
o Increases the time spent by sales managers in contacting customers and working
with sales representative on customer issues.
o Increases the customer service efficiency.
o Increase in timeliness of follow-up correspondence to prospects and customers.
o Increase in revenue per month per sales representative.
o Increase in overall business results.
o Increase in customer satisfaction
 Intangible benefits:
o Unifies all businesses by using one solution for all three business components

o Overall smoother functioning within the company
o Increased employee motivation and satisfaction
o Better trained and more skillful sales, marketing, and customer service personnel.
o Improved use of mobile access devices
o More up-to-date information and easy access to this information
o Improved responsiveness to customer and prospect requests
 Financial/Non-Financial benefits:
o The best CRM software allows salespeople to follow quality leads and reduce
time wastage following prospects. Sales cycles are reduced and win rates
improved. Moreover, salespeople can check customer buying histories to identify
potential leads, upsell opportunities, or repeat customers.
o CRM systems store information in one place which leads to improved analyzing
of the data as a whole and allows easy management of the new business
components. Easily integrated with different tools or plugins, user will have the
ability to generate automatic reports to maximize their time.
Installing a CRM system is going to require an investment. In addition to the cost of the
application software, there is cost for converting business operations, man hours, resources
needed to implement the solution, and consulting fees to get the system up and running. Even
though the solution is a software as a service (SaaS), the CRM system will have costs associated
with implementation and business interruption during the deployment period. These costs are

usually pretty straightforward to calculate since the costs are being financed directly by Trusty
Carpets.
The return on investment (ROI) is tremendous since the CRM system contributes to top line
revenues, cost savings. In a well-implemented business system, these benefits tend to be diverse;
however, returns come from nearly all income categories, such as incremental revenue, margin,
lower costs and improved productivity. In addition to the "hard" benefits, there are many "soft"
benefits that don't show up directly on the balance sheet, but nonetheless, these benefits are
directly exemplified to the business in the form of improved customer loyalty due to better
customer service, improved decision making from having better/timelier information, and
improved transaction throughput resulting from decreased cycle times (Venturini & Benito,
2015).
V. Alternatives Analysis
Analysis: Status Quo
The current IT system of Trusty Carpets is very minimalistic. This system’s primary hardware
includes a multi-purpose printer, a router which provides the business with a Wi-Fi network, and
2 tablet computers. The network is provided via a local ISP. The primary software infrastructure
being used for sales management is the Google Cloud. There is only one person, Mr.
Montgomery’s brother-in-law, who is managing this IT network. While he has the sufficient
knowledge to manage this basic system, he is self-taught and by no means an expert on
managing IT. This prohibits the business from radically upgrading its IT system. It also adds to
the vulnerability of the system as it is highly dependent on the availability of Mr. Montgomery’s

brother-in-law. If an error were to occur while he is not around, it can result in prolonged
downtime.
Besides the IT component of the business, there is also the very important component of
marketing. Currently, Mr. Montgomery’s primary means of marketing is newspaper advertising.
Newspaper advertising is an effective way to reach customers and has been proven to
significantly increase the ROI on a marketing campaign. A study conducted by Benchmarketing,
determined that adding newspapers to a marketing campaign increased its effectiveness by 2.8
times (Goodfellow, 2016). While this system has worked for Mr. Montgomery in the past,
newspaper media is quickly fading away with online advertising becoming the new prime real
estate for advertising.
Analysis: Proposed System
Solution Description
The proposed solution for Mr. Montgomery’s business is the customer relationship management
(CRM) software known as SalesforceIQ CRM. This is one of the CRM products offered by #1
CRM vendor, Salesforce.com,inc. Salesforce provides cloud-based solutions which can be
accessed from any devices such as smartphones and PCs by a simple login process. The main
purpose of SalesforceIQ is to make business processes more productive while keeping customers
happier than ever. Salesforce has a variety of products for small businesses to large corporations.
SalesforceIQ is the simple and easy solution to growing a business like Trusty Carpets which is
on the verge of merging two other businesses, Carpet Installation and Metro Carpets
(Salesforce.com, inc., 2017).

Major Benefits
The proposed solution is a 3rd party cloud-based solution which can be applied to all three
businesses Trusty Carpets, Carpet Installation and Metro Carpets. SalesforceIQ setup allows
function of importing data quickly from spreadsheets. Information on customers, sales, staff,
products, finance can be easily imported to SalesforceIQ software. Stakeholders across all three
businesses can use the same CRM software to conduct daily business processes. One of the
major advantages of the salesforce application is the ability for it to be accessed from any device
which simplifies the salespeople’s process to record order information instantaneously on
cellphones or tablets. The live and updated information on SalesforceIQ helps to serve the
customer swiftly and keep customers happy. By connecting all three businesses under one
umbrella, Mr. Montgomery can focus solely on attaining business objectives such as increasing
sales and profitability (SalesforceIQ, 2017).
With SalesforceIQ, Mr. Montgomery would not require big investments in IT infrastructure and
communication networks. The only requirement would be procuring internet service with a
modem and router in all 3 businesses. However, according to the case study, Mr. Montgomery
already has an internet service provider and router at Trusty Carpets. Therefore, the IT
procurement will only be conducted in the remaining two businesses, Installation and Metro
Carpets. The distance between the Trusty Carpets store and the Metro Carpets store will not
create a problem because SalesforceIQ merges all information into one portal which can be used
by either business. The only thing SalesforceIQ requires is a highly reliable internet connection.
Another benefit of SalesforceIQ is increasing sales, productivity and profitability with its number
of features such as spending less time on admin, accelerating sales, selling smarter from any

devices and managing CRM faster (Salesforce.com, inc., 2017). Mr. Montgomery and Mike can
focus solely on aligning bringing trusty carpets’ and installations’ business objectives together.
Mr. Montgomery would not have to hire extra IT personnel for the maintenance of SalesforceIQ
because Salesforce provides many help options including phone support, Salesforce answers,
IdeaExchange and Open a Case available 24*7 (salesforce.com, inc., 2017).
Cost Elements
For Smart CRM with direct integrations and reports, SalesforceIQ costs $75 per month which
gives unlimited number of users to access the portal (Salesforce.com, 2017). Salesforce offers
appexhange where thousands of business apps can be integrated into SalesforceIQ. For example,
CPQ/Product Bundles (Kits) is an application used for maintaining product hierarchy such as
attribute, volume, pricing, images and other features. With this app, salespeople can check the
order, order the parts or show products to the customers (salesforce.com, 2017).
Feasibility
The proposed solution is feasible for Mr. Montgomery’s expanding business because the solution
does not require extra IT personnel for installing and can be setup in minutes. Also, SalesforceIQ
comes with good price of 75$/month that can allows unlimited number of users, applications and
integrations which is needed for growing businesses like Trusty Carpets. The SalesforceIQ help
desk can help in importing data from all three businesses and using the software efficiently. The
website also has demo video and explanations on how to efficiently use the software to increase
productivity and sales. Therefore, the project of implementing salesforceIQ is less likely to
encounter technical, financial and organizational problems, making the software very feasible for
Mr. Montgomery’s businesses.

Risks
Strategic Risk: This is associated with not taking feedback from customers before deploying the
solution. Therefore, customers may not like it and may stop shopping with Mr. Montgomery’s
businesses.
Compliance Risk: This is associated with not complying with federal, state and local laws. For
example, the proposed solution fails to protect the customers’ personal information resulting in
privacy violation.
Financial Risk: This is associated with money. For example, customers failing to pay for
acquired business services, customers attracted to other competitors in the carpet industry
market.
IT Risk: This is associated with IT infrastructure and security. For example, salesforce software
hacked and attacked by cyber intruders.
Major Issues
Implementing SalesforceIQ is the best alternative in general because of the capability of easy
setup and installation, reasonable costs and easily accessible for all three businesses. The
SalesforceIQ is best for growing business like Trusty Carpets because the business can always
make a software upgrade in the future as salesforce provides CRM software for bigger
organizations as well.
Analysis: Alternative Solution
Solution Description

Business process management:
1. First, a proper vision statement should be defined as to describe the business and reason
of its existence.
2. All the critical components of the business should be well defined.
3. Next, they have to work in a single unit which will increase the overall efficiency of the
business.
4. There should be proper communication or an IT system which enables them to connect to
all three components of the business.
5. Next, as metro carpet is the newest acquisition, the other two businesses should help so
that no problem arises regarding efficiency of the day to day business.
6. Finally, a proper time frame should be set so that this problem can be solved in a cost
efficient and logical manner.
Major Benefits
The major benefits that solve these problems are:
1. If they work in unity, it will increase the sale of all the three businesses.
2. Determines the need of the customer and fulfills that need.
3. Work to be done within a given time frame which will increase productivity.
4. It will help them generate more revenue for the business.
5. It will lead to increase in productivity.
Cost Elements
There are three major cost elements in this case related to the business problem which are:

1. Direct costs
The direct costs include the implementation cost such as the installation of an IT system
within the organization.
2. Indirect cost
The indirect cost which is mainly associated with the solution includes the salary of the
project staff, consultants, direct material, project suppliers, and others.
3. Fixed costs
The fixed costs related to the solution includes set up cost, rent costs, and other costs which
are incurred for a longer period of time.
Feasibility
The solution is feasible as per the business problem which is to integrate three businesses into a
single unit through implementing of a proper IT system. This enables them to provide a
communication channel between the businesses in order to integrate the operation that provides
the competitive advantage to the companies within the specific period of time.
Risks
There are various type of risks related to the business problem including the following.
Organizational Risk
1. Cultural Issues.
2. No approach to sustainability.
3. Lack of operational efficiencies.
IT Risk

1. There is no core system in place.
2. No proper use of hardware or software.
3. Lack of efforts in overall communication.
Financial Risk
1. Lack of tracking the total growth.
2. Long process to adopt sales across different stores.
3. Difficulty in analyzing the data.
Major Issues
1. Time Management: Business processes are highly reliant upon effective time
management. If an efficient scheduling system does not exist, the issue of prolonged
delays can materialize.
2. The flow of Communication: A major issue is communication flow between the
businesses which leads to excessive time wasted.
3. Risk related to the organization: The organization risk suggests that there is no core
system for sustainability which impacts the employees.
4. The issue related to IT: There is an issue with the improper use of hardware or software,
which leads to a problem in the business.
5. The problem in the analysis of data: The analysis of data is a major issue and if the data is
not accurate or not properly analyzed it will affect all the three businesses.
Analysis: Improve Business Processes without an IT Solution
Solution Description

There are several business processes and present technology which can be improved on. A
transport vehicle can drive between the sites a few times a day to pick up orders, carpets,
paperwork, and money. Since the Metro Carpets purchase, a warehouse was acquired. The extra
storage space affords the company an area to hold the carpets, so the Trusty Carpets store in the
mall can be strictly set up with samples and a better showroom. Carpets can be moved between
the locations using the transport vehicle. The coordination can all be done with the use of the
present IT environment. Google mail allows labels, such as installers, salesmen, etc., to be set for
certain contacts, so these labeled groups can be emailed when events happen throughout the day.
In addition to Gmail, Google hangouts can be used as a group chat with groups created just like
the labeled email distribution groups. Ben the IT support, can create the groups and labels in
Google Hangouts and email.
Major Benefits
By adding the transport vehicle, Google Hangouts, and label features, business processes can be
more streamlined. Business processes can instruct employees to send emails or chat message for
certain events throughout the day. Emails and chat messages are easily received on the mobile
devices when the notifications are done correctly. Daily communication is much more improved,
and supplies can be moved around more efficiently. The present mobile devices will prove to be
effective in insuring installations are on schedule, insuring the proper carpets are in stock,
providing updates from salesmen at all sites, etc. The transport vehicle enables Trusty carpets to
move assets without the use of a personal vehicle, and the communication will ensure that the
proper assets are being moved from site to site efficiently.

Cost Elements
A couple of Ford F450s can be purchased new at around $53,000 each (AutoTrader, 2017). The
trucks will then need to be retrofitted for an additional cost (approx. $7,000 to $10,000). There
are also used trucks which range from $19,500 to $34,000. The transport vehicle will have many
different costs associated with it: insurance, registration, maintenance. If one of the vehicles
fails, the second should be able to run the schedule. In addition to the truck, a purchase of a few
more tablets will allow the employees to use the applications from Google. A mobile device
connected to the 4G network requires a monthly service fee, but the Google applications are
already in-place and are free. Additional employees can be added easily to the labels and groups
in the Google Apps.
Item Cost
Vehicles (2each) $120,000 Approx.
Registration $400 Bi annually
Insurance $3,000 Annually
Maintenance Free under warranty. (Except Oil changes)
Fuel $1,000 Monthly
Tablets (4 each) $1,000
Mobile Services and Fees $400
Feasibility
Although this solution is feasible, it is not optimal. There are many shortcomings with the
Google solution. There is no automation built-in, but Google Apps will work to get the job done
through the use of many manual processes. Organized bookkeeping and filing systems will still

need to be maintained and historical paperwork type data takes up space. There are many more
areas where communication disconnects can happen.
Risks
Security: Although Google provides security as a whole to its apps, it is up to the user to ensure
that he or she is not clicking on malicious software and infecting the internal network and its
workstations. Trusty Carpets does not have an IA department, so if a computer virus outbreak
occurs, the company can be severely crippled.
Financial: As with all vehicles, a risk exists where the transport vehicle may break down. This
could result in burdensome expenses, but nothing insurance shouldn’t be able to take care of. Of
course, the bigger risk lies in the vehicle operators injuring themselves which could result in
serious medical expenses or lawsuits. Consequently, it would be important to perform a
background check on any potential transport driver before hiring them.
Communications: Google Apps allows collaboration, but many of the processes will need to be
done manually. Employees will need to remember to send emails or chat messages. If an
employee fails to send an email or chat message, confusion can ensue causing monetary losses
Major Issues
A centralized solution which can manage all the different sections of the business from one
location would do much better. Nothing is automated with the IT portion of this solution, so it is
up to the managers to ensure that the employees are sending out updates when the business
process requires. Using the transport vehicles to transfer paperwork between sites also creates
extra manual work, generates fuel consumption, and maintains slow response times. In addition
to the time lost, the possibility of data loss is also great. Many of the files are kept via paper, so a

fire, car accident, or other disasters can wipe out much of the company’s paperwork and
historical data. As mentioned before, the security issues for IT assets are great. Losing much of
IT’s functionality in an incident will be detrimental to daily operations. An incident could cause
monetary loss and reduce customer confidence in the business. Whether or not a new IT solution
is used, these business process changes can improve the business for the better but not as much
as a dedicated, centralized, automated, IT solution.
Solutions Comparison Chart
Name of Alternative Positive Aspects Negative Aspects
Status Quo
Low Budget
Effective newspaper advertising
Has competitive product prices
No online presence
No professional IT workers
Minimal profit margins
SalesforceIQ CRM
Highly interoperable
Significantly reduces data entry
Increases customer preference
awareness
Cheap at only $75 a month
Need of internet connection
always.
Risk of users’ unfamiliarity
with CRM.
Business Process Management
Directly increases amount of
sales
Increases general productivity
Stresses time oriented processes
Accountability becomes a
confusing matter
Requires a completely
different approach to the
business which can
demoralize the staff
May be required to hire
consultant(s)
Improve Business Processes
without IT
More streamlined business
processes
No extra IT knowledge required
Increased communication with
little investment
Manual data entry required
Fairly large initial
investment required for
transport vehicle
Security risk with Google
apps

Increases service potential Additional labor costs
Justification of Proposed System
There are many reasons that make the proposed system better than all other alternatives.
SalesforceIQ CRM is very simple and easy to setup and perfect for growing businesses like
Trusty Carpet. The SalesforceIQ is the most trusted and popular brand for CRM in today’s
market. The associated cost is as low as $75/month which includes unlimited number of users
and applications. The AppExchange has thousands of applications which can be used by Mr.
Montgomery’s business and can be integrated to SaleforceIQ CRM.
The security and issues related to CRM will all be handled by the vendor. There is a 24*7 help
available to handle such issues. Currently, Mr. Montgomery’s main goal is to efficiently manage
expanding business and increase profit margins and sales in the long run. With SalesforceIQ, Mr.
Montgomery and his team can solely focus on business strategies and operations. The
SalesforceIQ will not require extra IT personnel for CRM management, reducing Mr.
Montgomery’s procurement related costs. Lastly, all the customers’ data can easily be imported
to the CRM software for immediate use and if the business grows further, the CRM software can
be upgraded in the future.
VI. Feasibility Analysis
Economic/Financial Feasibility
Financial Feasibility helps in identifying whether the organization has the ability to cover the
costs incurred from implementing and deploying the system (DEPARTMENT OF HEALTH

AND HUMAN SERVICES, 1993). In this case, Mr. Montgomery’s business is in a healthy
financial condition with earnings of $1.2 million/year and net profit of about $100,000. The plan
of adding carpet installation business and Metro Carpets bring more revenues to Mr.
Montgomery’ business because Metro Carpets business solely generates about $3 million with
12% profit ($360,000). In total, the revenue will be almost $5 million/year when all three
businesses merge together.
The yearly costs for CRM services will be $900/year. There may be procurement related costs
such as iPad and workstations for employees, however, these costs are not recurring. Here, the
fixed costs may be around $20,000 incurred from buying computers and iPad. The current profit
margin of almost $500,000 will not have any issues in covering the costs that are incurred from
acquiring CRM and the related resources. It will only take a month to recover the costs of
implementation through increased efficiencies, increased profits and reduced costs.
Organizational/Operational Feasibility
Advantage of the proposed system in solving problems
The advantage of the proposed system in providing the solution to the problem of effectual
merging of sales and components of customers of business is fully justified. The proposed
system reveals that a cloud computing system will be installed and provided to all the three
businesses to unite them. Following this method the company will be able to supervise
thoroughly and dominate over the sales control and profitability. This provides a better way of
solving the business merging problems of the three companies and is expected to turn out to be
productive.

Easy integration of the proposed strategy
Integration of the proposal will not be very difficult as the proposed strategy is very easy to
implement and execute. The cloud based remedy is very convenient for the sales department of
the company since it can be accessed and operated from any device and instantly allows
someone to record information over smartphones. Also the CRM proposal is very customer
friendly and the buyers can easily relate themselves to the modifications adopted by the
company.
Necessity for additional staffing
In order to execute the proposed strategy, there is no immediate necessity of recruitments of
additional staffs. However, in proper supervision and execution of the strategy, some staffs could
be appointed to look after the needs and difficulties faced by the customer in coping with the
changed company rules. Also, more recruitment can help the company to achieve their sales
targets and goals more quickly. Collaboration of the three companies leads to more
communicative work among the employees and sharing of knowledges can be productive in the
overall benefit of the company.
Necessity for reducing staff
Reduction of staff count will not be favorable for the companies in this context. The requirement
of skilled and experienced staff is required after successful merging of the departments.
However, if the staff count is reduced, then the company will face problems in undergoing
effective communication with the customers. In this scenario, if the staff count is reduced, then it
would not be possible for the company to meet up to the expectations of the customers, which
would ultimately affect the business development.

Requirement of Staff reorganization
Reorganization of staff is always a motivational action for the employees of any company. The
modifications in the company strategies and norms will be successful only when the employees
will execute the schematic plans in the proper way. This will help in better execution of work by
the employees. Thus requirement of reorganization in the company is highly advisable and an
affirmative result is expected.
Feasibility of retraining
Training is always an integrated part in development of the employees individually as well as of
the company. There is always requirement of skilled and knowledgeable experts in a company
for providing various strategical advices. In this context, retraining the employees is absolutely
feasible and attainable. The changes in company rules are needed to be accustomed by the
employees first so that they could communicate the same to the customers in a more convenient
manner.
Technical Feasibility
Assurance of Expected Functions
Vision will need to drive the project. Salesforce can assist with the vision and goals of project,
but once the vision is decided on, the expected functions will need to be preserved. Scope creep
can create many issues across the economic, organization, and technical feasibility areas.
Salesforce has its own phone support maintenance, for it provides many help options including
phone support, Salesforce answers, IdeaExchange and Open a Case available 24*7
(salesforce.com, inc., 2017). With the support, Salesforce will ensure that the functions of the
solution are performing as per the specifications in the contract.

The solution is a cloud based Software as a Services (SaaS), so if issues arise, Trusty Carpets is
not responsible for troubleshooting issues. Trusty Carpets will need to work with Salesforce to
achieve the desired outcomes of the solution. As new features are requested, small projects with
Salesforce will need to be conducted so the features are used for their intended purposes. The
functions must be reviewed by several managers and Mr. Montgomery to ensure the solution
performs the expected functions.
Solution Integration
The IT resources in this business are basic, for there are no centralized IT services such as DNS,
Active Directory, DHCP, etc. The three businesses run off separate internet connections. Email
and other Google services are in the cloud already, so the three connections do not impede the
services. SalesforceIQ CRM works in the same capacity. It is a cloud solution with a single
portal, so it can be managed from any ISP connection. Tablets or PCs will have access if they
have an internet connection. The current emails of the employees can be configured into the
CRM solution, so notifications and reports can be sent to the right employees from configured
workflows. Also, Point of Sales (POS) devices will need to be connected to the network to see
the added benefits of the CRM solution. In addition to the main CRM solution, appexchange
affords Trusty Carpets to integrate different business applications to further streamline
workflows and other business processes. This app-based approach makes the solution scalable
and provides larger business resources for a smaller company.
Implementation
The implementation is straight-forward, for Salesforce will configure the solution. Trusty
Carpets simply provides Salesforce with information from the Trusty Carpets business: POS
devices, employee emails, etc. After the training is conducted the employees will start working

out of the Salesforce portal, and previous financial data and other bookkeeping information can
be entered in manually to start analyzing trends and understand the solution better. There will be
issues in the beginning, but after the processes are worked out, the business will start to see the
benefits.
Training
Salesforce will provide training for all the employees. Applying this solution is going to be more
of a culture change than anything else, but Salesforce will need to train the staff so they enter
information in the correct locations. In addition to the training, Salesforce has forums and
customer service to assist when questions arise.
Management
Mr. Montgomery will oversee that the solution meets his expectations, and Ben, acting as the IT
entity, should manage the accounts, privileges, and other functions. Policies and guidelines
should be created to ensure the solution is being used correctly, least privilege is being
conducted, and best practices are being exercised. The policy and guidelines should be approved
by Mr. Montgomery, so employees can be held accountable for their use of the solution. The
initial management of the solution will be demanding. Salesforce can be contacted to provide
guidance and best practice advice on managing the solution, but most importantly, management
of the hardware and application resources will be done on the Salesforce side. As previously
mentioned, Salesforce is responsible for ensuring the application’s functionality since the
solution is a SaaS.
VII. Requirements Checklist

Introduction
Trusty Carpets is a carpet store that is owned and run by Jerry Montgomery for the past twenty
years. Currently, there are three components of the business which are Trusty Carpets, Metro
Carpets, and Mike’s carpet installation business. All of these components have a separate sales
system along with separate customer services and customer base associated with it. The business
was established a long time ago and has largely expanded since its inception. The sales numbers
and profits have also gone up over the years.
Looking at the current problems of Trusty Carpets, it has been proposed that an integrated sales
Customer Relationship Management (CRM) system shall be developed and implemented in the
company. SalesforceIQ CRM is the system that has been proposed by the business experts
which is required to be deployed in Trusty Carpets. The following section covers the necessary
requirements associated with the CRM system:
Data Requirements
1. Any and all verifiable data input by customers including credit card information, phone
numbers, product orders, and date information must be validated before use.
2. All data entered into the enterprise database must be retrievable from any application
linked to the database.
3. Output data crucial to business processes, including customer preferences,
communications, and inventory, must be accessible within 10 seconds of initiating an
action by the user.
4. Customers must be able to view output data within 5 seconds of initiating an action
sequence.

5. At least 1 TB of data storage must be available at all times.
Functional Requirements
1. The solution shall allow store personnel to manage warehouse functions such as
processing orders and distributions to the customers, storing the products in FIFO
method, inventory management and space management from any device such as tablets,
computers or smartphones.
2. The solution shall allow authorized users to view sales reports and employees’
performance report remotely.
3. The solution shall allow administrator to assign specific privileges and logon rights to
groups/users.
4. The solution shall allow salespeople to take measurements and obtain orders remotely.
5. The solution shall generate automatic invoice and order status to customers’ email.
Technical Requirements
Internet Connection
In order to access Salesforce apps and services, Trusty Carpets must have access to the internet,
and a network with routers and switches, which are configured with security and redundancy,
will provide the best environment with a balance of security, high throughput, and availability
for hardwired workstations at each site.

Browsers
It is recommended to use a single standard web browser since it is easier to manage, and the
browsers will need to be on the most current version and updated in order to utilize all of
Salesforce’s features; moreover, certain security settings (TLS 1.3), JavaScript, and cookies will
need to be enabled also to access those features. (Salesforce)
Outlook
Trusty Carpets has been using Google mail (Gmail) for its email, but having Outlook will
provide more capabilities for Trusty Carpets since Salesforce can interface with Outlook;
furthermore, Outlook 2010 and are up are recommended for integrating with Salesforce whether
Office 365 or on premise Exchange is used.

Operating System
To get full use of all the Salesforce features, Salesforce recommends using a Microsoft OS, for
Salesforce can integrate with Office products when they are installed in Windows workstations;
otherwise, workstations with Apple or other OSs running Office products will not integrate with
Salesforce.
Device Configurations
Trusty Carpets must ensure that all Point of Sales (POS) equipment are properly configured to
communicate with Salesforce, and specialized equipment, such as USB scanners and bar code
readers, must have their drivers installed correctly to interface with the workstation or device that
is integrated into the Salesforce network.
Security Requirements
Authentication and Access Control
The entry to the system shall be protected and validated with two-fold authentication verification
with the aid of a user id and password combination along with a biometric check for granting
access to the system. Also, there will be access control implemented in the database of the CRM
system to allow only authenticated users to access the database and carry out data related
operations in the system. (Jonsson, 2017).
Network Security
There shall be automated network monitoring tools that will be implemented in the system that
will record all of the network activity related with Trusty Carpets. These recorded network
activities will be stored in the form of network logs which may be accessible and reviewed by

the network experts to get an idea of all of the network related operations. (Boneh and Mitchell,
2010).
Secure Communications & Reporting
There will be a number of reports that will be exchanged between the various entities internal
and external to the organization such as sales data reports, and customer related reports. It is
because of this reason that a secure communication channel shall be utilized along with a Server
Socket Layer (SSL) and Secure Hypertext Transfer Protocol (SHTTP). Also, the reports that are
being exchanged will be protected using encryption.
Transactional Security
Data transactions within the system shall be protected in the CRM system to make sure that the
ACID properties associated with the database as atomicity, consistency, isolation and durability
are maintained in all of the transactions. These requirements shall be met by making use of the
automated verification and validation tools implemented in the CRM system for enhancing the
transactional security of the system (Hwang, 2010).
Information Security
Information security issues will be tackled with the aid of enhanced authentication and access
control along with the deployment of anti-malware tools and packages in the system. Also, there
will be use of firewalls and proxy servers done to enhance the confidentiality of the information
(Akter, 2013). Integrity issues will also be required to be prevented with the aid of enhanced
transactional security and there shall be activity monitors that shall be installed to check on each
of the activity taking place in the CRM systems.

VIII. Context Diagram
Section IX: Project Management
Project Scope
The scope of this project is limited to crafting a system solution, installation, and a limited
testing period to ensure the new system works as intended. Therefore, there are three primary
processes which must be completed in order for the project to be completed. The first process is
to craft a system solution which is custom tailored to fit the business requirements of Trusty
Carpets. This process will involve interviewing Mr. Montgomery and all key stakeholders as
well as consulting with Salesforce. The second process is installing the system, which is the

Salesforce CRM. This process will be managed by Alpha Squad team members along with
Salesforce support. The third and final process will be a limited testing period. This process will
involve a checklist of items to test in varying environments and situations to ensure the system
works as intended.
Time/Schedule
Task Duration Leader Participants
Crafting the System Solution 2 Weeks Luke Kahl
 Key stakeholders
including:
o Jerry Montgomery
o Carol Montgomery
o Mike Baker
 All Alpha Squad team
members
 Salesforce support
team
Installing the System 2 Days Alexander Lopez
 Alpha Squad
 Salesforce support
team
System Testing 1 Week Prasanna
Adhikari
 Key stakeholders
including
o Jerry Montgomery
o Carol Montgomery
o Mike Baker
 All Alpha Squad team
members
 Salesforce support
team
Cost
The costs of this project are quite minimal as there are no hardware purchases necessary. There
are also no immediate software costs associated, for Salesforce bills on an annual basis. Thus
during the project, the only costs will be labor costs for Alpha Squad team members. Lead
managers are paid $40/hr. while team members are paid $25/hr.

Quality
The management and software development team of Trusty Carpets should adopt the concept of
software quality management while installing SalesforceIQ CRM. Software quality management
is a process of ensuring that required level of quality is maintained while developing software.
Three major activities that should be included by Trusty Carpets in software quality management
are as follows:
1. Quality Assurance: The company should establish some quality standards and procedures
before starting implementation of the software.
2. Quality Planning: The standards of quality assurance given by ITIL, ISO 27001 or COSO
framework should be adopted and integrated with requirements of the organization.
3. Quality Control: There may be various risks involved in this process such as risk of failure,
viruses, shortage of budget etc. These risks should identified and controlled by management.
Communications
Development of effective and efficient software is substantially dependent upon the
communication channels between the team members of a software development team. Generally
in various project development cycles, projects start very smoothly, but due to the lack of
communication between members, it could face a variety of different difficulties. Some of the
major problems which can arise due to lack of communication are:
1. Repetition of work.
2. Decrease in quality.
3. Delay in milestones or the target time of the project.
4. Unsuccessful at meeting desired objectives or requirements.

Hence, the communication in project development is very important and special consideration
should be given to it. All communication should be recorded, archived, and properly stored.
Stakeholders
Stakeholders can be defined as people who have substantial interest in an organization. In our
case, stakeholders of Trusty Carpets are Jerry, Mike, employees, creditors, government, and
other parties related to the business. Identification of stakeholders is one of the primary tasks of
management in project development. It is very important that the stakeholders are involved in the
project development as they will be the ultimate users of the developed software.
As these stakeholders are key investors to the business, a detailed plan and financial
requirements of the project should be provided to the shareholders for approval. Timely project
reports should be given to these stakeholders for evaluation of project development process. Key
members of a project development team are:
Project manger
Project manager will be key in the development of the project. He or she will be responsible for
overseeing all the activities in the project and ensuring that the project is completed within
allotted time, and they are also responsible in ensuring that the project has sufficient financial
and human resources.
Project board
Project board will act as a steering committee for the project which will include various stake
holders and some experts in the field of Information Technology. This board will oversee the
work of the project manager.

Project team members
These are the group of people who will be actively working for the completion of the project.
Each of the members will have a specific role in the project. They will be directly reportable to
the project manager.
Other
Project sponsor, senior consultant, project coordinator, system developer, system administrator,
IS auditor etc.
(Kezner, 2013)
Major tasks and timeframe
No. Tasks Time required (Days)
1. Preliminary analysis 8
2. System analysis 6
3. System design 10
4. System development 15
5. System Integration 8
6. System testing 6
7. System maintenance 5
8. System evaluation 3
9. System transition to new system 5
10. Training to employees 10

Section X. Acquisition Strategy
Different acquisition strategies are applied depending on the products and services acquired. We
have proposed the Salesforce CRM solution for Trusty Carpets & co.; however, there are many
resources such as hardware, software, and network components that need to be procured for the
full implementation of the proposed solution. This section describes acquisition strategies for the
proposed solution, and its related infrastructures.
Scope of what to buy:
The technology solution lists all the resources such as hardware, software and
network/communications components that are required to meet Trust Carpets’ business
requirements. In hardware, tablet computers, PCs and multi-purpose printers are proposed.
Similarly, in software, SalesforceIQ, GLOVIO OM, Bitdefender antivirus/firewall, Adobe
Acrobat reader, and MS Office are recommended. Lastly, the required
networking/communicating components are routers, switches, & data plans for all tablets.
Product Hardware and Service Software
All the hardware and networking components will be purchased as a product so that they can
immediately be added to the current IT infrastructure. The benefits of buying hardware and
networking components as a product gives an ability to configure as needed and can be
customized as per the business needs and solution requirements. On the other side, software
solution SalesforceIQ and GLOVIO OM will be purchased as a service which will be hosted
primarily by the provider. The benefit of buying this software as a service platform is that it puts
the burden of operations, maintenance and infrastructure solely on the 3rd party allowing Mr.
Montgomery & his team to focus on other business objectives. Other software such as

Bitdefender, Adobe & MS Office will be bought as a product because it can easily be integrated
to PCs and computer tablets by an installation method.
Commercial-off-the-shelf products
The hardware and networking components will be commercial off-the-shelf software that are
available in the market easily. For example, PCs will be bought from the Dell website directly.
By choosing the best rated hardware and networking components, Trusty Carpets & Co. is less
likely to experience performance and reliability issues. Also, the commercial products are
cheaper than the custom software. The proposed CRM solution is commercial-off-the-shelf
solution which is being used by many organizations. The reviews & feedback of established
organizations were vital in choosing SalesforceIQ and its tools. Currently, Mr. Montgomery does
not have an IT team; therefore, it is in the best interest that the proposed solution is already
developed and proven without requiring any development time. Hence, the off-the-shelf CRM
solution is optimal for Mr. Montgomery’s business. Other utility software like Bitdefender,
Adobe & MS Office will also be commercial off-the-shelf which is ready to use as soon as the
installation finishes. This software gives variety of features despite being off-the-shelf software.
For example, one MS Office software can be used in more than one device, enabling Trusty
Carpets to save money and be productive. This software are also proven and tested, currently
used by big corporations around the world. This provides Trusty Carpets an assurance of high
performance and reliability.
Support for Custom Development
Primarily, in-house staff will be integrating and customizing the system because the installation
and integration does not need technical personnel with development knowledge. People with a
general IT background can handle the integration process. In Trusty Carpets’ scenario, Ben and

one more salesman can work together in installing all software, setting up a network and
connecting all devices. Their local expertise is vital in implementing proposed solution as they
know the business processes of Trusty Carpets. By using in-house staff from the beginning
phase, Trust Carpets does not have to hire a technician or a support team in the future when there
is further business expansion. The same employees can be mobilized for later assignments.
However, for sustaining and maintaining the proposed solution, in-house staff can take help from
the respective vendor. For example, when there is an issue to login to CRM, in-house staff can
use the customer service online help desk to resolve the issue. Overall, the contribution of both
in-house staff & external contractors is vital in supporting development, integration &
sustainment phase of the proposed solution.
Required Infrastructure
The type of infrastructure will be deployed for implementing the CRM solution is important for
the success of the overall solution. Salesforce is a Platform as a Service (PaaS), so dedicated
servers, data centers, and so on is not needed in this implementation. Better networking
equipment is recommended to enhance network traffic. In addition, the questions related to
connectivity, continuity of operations, and database management will be answered below.
How will system hosting services be needed?
The proposed solution is cloud-based PaaS solution; therefore, the system will be hosted in the
cloud and owned by the vendor: Salesforce. The cloud based solution was selected due to the
several factors of Trusty Carpets. For example, Trusty Carpets is growing business without an IT
team and IT enterprise infrastructure. Also, Mr. Montgomery would like salespeople to assist
customers remotely. This CRM solution is optimal because it addressed all the business
problems mentioned by Mr. Montgomery. The CRM solution affords Trusty Carpets an

unlimited number of users, a variety of monthly payment plans, and a disaster recovery posture
which is handled by the vendor itself; furthermore, a limited capital investment is needed to
initially set up the solution.
How will connectivity be made available?
The connectivity to CRM solution will be made to all devices including PCs and tablet
computers through broadband wireless/wired internet service. At each location, there will be
cables, routers, and switches to enable all devices to use the CRM solution. The internet speed of
150 mbps – 200 mbps will be acquired from the internet service provider to enable fast
processing for cloud computing. If the number of devices increases in the future, the internet
speed can be added as required. Similarly, the local area network will be setup in Trusty Carpets
and Metro Carpets so that a printer can be shared by all devices. All tablet computers will also
have data plans so that salespeople can login to Salesforce and take order & measurement at
customers’ home. The data plan of 2GB/month will be acquired from a mobile carrier for all
portable devices. The portable devices will be used only for business purposes, therefore, the
2GB monthly data plan should be adequate for a month.
What security considerations should be included in the contracts? Will any specific
hardware or software need to be acquired to provide security?
The Salesforce solution comes with preloaded security features to restrict unauthorized access
and cyber-attacks from intruders. For example, Salesforce allows users to see real-time
information on system performance and alerts for intrusion attempts 24*7. Similarly, Salesforce
implements Transport Layer Security (TLS) which “protects information using both server
authentication and Classic Encryption, ensuring that your data is safe, secure, and available only
to registered users in your organization” (Salesforce.com, Inc., 2017). Another security feature of

Salesforce is security health check where administrators can regularly check for system
vulnerabilities and fix them. Salesforce’s auditing features allows authorized users to conduct
regular audits to ensure that there has not been any system abuse. Lastly, Salesforce Shield is
another security tool which can be used by both developer and administrator to develop a new
level of protocols including but not limited to trust, transparency, compliance and governance of
privileges (Salesforce.com, Inc., 2017). Even though there are good security features of
Salesforce, it is recommended to acquire Bitdefender firewall/antivirus for extra level of security
for all devices in Trusty Carpets and Metro Carpets, for Salesforce will only be responsible for
the PaaS and not for the equipment owned by Trusty Carpets.
Will business Continuity requirements need to be included in the contract(s)? Will separate
Business Continuity solutions or components need to be acquired?
Business Continuity (BC) requirements should be stated in the Salesforce Service Level
Agreements (SLA), and there should be a BC plan for compromised Trusty Carpet PCs or
devices. Like security features, Salesforce also comes with disaster recovery plan to enable
business continuity in the event of unexpected intrusion. Salesforce uses a multilayered approach
when storing users’ data, and it has an ISO 27001 certified disaster recovery data center capable
of instant recovery of users’ data. Salesforce uses real-time data replication in all data centers
which can be archived to disk. By doing this, clients’ data is available instantly in the event of a
cyber-attack. Lastly, the recovered data is transported to datacenters using encrypted and
secured communication such as the secured socket layer (SSL). Data backups are also conducted
automatically on a rotation basis so Salesforce’s customers can easily have their services back in
the event of disaster. A separate business continuity solution is not needed because Salesforce

already has disaster recovery and a business continuity plan in place for their PaaS solution
(McDonnald, 2014).
Are there any data management considerations to be included in the acquisition(s)?
There are no data management considerations to be included in the acquisition of CRM solution
because Salesforce subscription comes with data management features and storage capacity to
manage data in an efficient manner. For example, validation rules detect if all the required fields
are filled with expected data before saving. An alert is generated when no data is entered in the
required fields. Another feature is duplication management tool which allows users to find/create
duplications of reports that are already in the system. Other features, such as permissions and
workflows, ensure only authorized users can see/edit their respective data points in addition to
personalizing the fields as they like (Pigott, 2017). Salesforce provides data storage of 1GB
initially, but the storage plan is scalable as the business grows (Salesforce.com, Inc., 2017).
What type of contract(s) should be used?
Most contracts will be single-purpose. For example, the main CRM solution and its tools will be
acquired through a subscription of $75/month which allows unlimited users at Trusty Carpets &
co. Similarly, all hardware and telecommunications components will be acquired through a
purchase order with a separate vendor, where the list price is paid and a warranty is included. All
other software like firewall, Adobe, and Office will also have yearly subscription which will be
renewed every year and can be upgraded depending on the growth of Mr. Montgomery’s
business.

Section XI: Risk Management
This section identifies the most significant risks, which may take place from the planning phase
to the maintenance phase, during the project of implementing SalesforceIQ solution at TC. Each
risk is categorized so that it is easier to identify if it is a strategic risk or a business risk. There are
many other areas of risk provided in the Risk Matrix table, located in the Appendix. All the risks
identified in the risk matrix guides stakeholder on how to mitigate and what steps to follow when
such risks occur. Overall, this gives a clear understanding to Mr. Montgomery on whether to
approve the business case of implementing the CRM solution at TC & co or not.
The most significant risks listed in the Risk Matrix table have high impact of occurrence which
may be more damaging to the overall project than any other risks. For example, a risk that the
goals of implementing SaleforceIQ are not aligned with already established goals of the business
is very detrimental to overall business of Mr. Montgomery. The SalesforceIQ was the proposed
solution because its benefits perfectly match TC’s needs. Finding out that there is no alignment
in the middle of project lifecycle may seriously jeopardize the existence of the entire project and
TC’s business. It is important to align the goals of CRM and business in such a way that benefits
from the CRM solution directly help in achieving TC’s goals. Therefore, to mitigate this risk, it
must be ensured that there is a continuous strategic IT alignment between the salesforce CRM
and TC throughout the project lifecycle. More information on the most significant risks is
provided in the Risk Matrix table in the Appendix.
Section XII. Security
Data
Many times, confidential data can come into the hands of an unauthenticated user which may
cause loss to the organization. SalesforceIQ enables the possibility for analyzing the information

regarding preferences and buying habits of individuals. SalesforceIQ helps with extracting
hidden and predictive data from huge databases, and is considered as a significant modern
technology allowing companies to concentrate on important and significant information
prevalent in the data warehouses. Also, SalesforceIQ helps in predicting future behaviors and
trends that allows the business to make knowledge-driven and proactive decisions. The tools of
SalesforceIQ may help in answering the business-related questions which were traditionally
highly time consuming, so it helps in identifying the predictive information which the experts
may miss due to its highly advanced and non-affordable expectations. This data can become
trade secretes for TC & Co. Salesforce has many different types of technologies to protect data
and the applications which are used to process it.
Application Software
The company should be prepared for any unforeseen events such as a natural disaster or cyber-
attack by asking questions such as, “Will the provider of SalesForceIQ ensure complete
restoration of services?” and “How much time will it take?”. They should also look for a
contract-based commitment from the platform provider for supporting a specific investigation
that is involved in identifying phase of any lawsuit, as well as verifying that the provider has
successfully given support to such activities defined in the past. TC & Co. should also ask the
provider of SalesforceIQ on how to get all the data back in a particular format in case of an
emergency so that it can easily be imported.
Systems
The legal implications must be considered when protecting the systems. Knowing the regulations
and laws may affect the content that is to be sent to the cloud. Proper attention must be paid by

monitoring and keeping track of any changes or development in the practice of cloud technology
which may significantly impact the system security.
Networks
It is important to know how the uniquely flexible structure of SalesforceIQ affects and impacts
the data security. This may be easily done by taking an in-depth look at the data which is handled
and transmitted by cloud computing. Check if the SalesforceIQ is transparent by ensuring that it
provides clear pathways of security architecture and is willing to accept regular audit of security.
This audit must be conducted by independent organizations such as a federal agency. Maintain
the internal security by ensuring strong practices of cloud providers that includes user controls
access, firewalls, and encryption tools. Also it must be checked if it can be combined with other
measures of cloud security.
Physical facilities related to IT
All major corporations like Trusty Carpets must enforce ID card verification when they enter the
workplace so that only authorized personnel use the SalesforceIQ platform. The provider of
SalesforceIQ must be willing to submit its security certificates and external audits. Trusty
Carpets must ask for processed data in SalesforceIQ platform and the provider must obey the
confidential and privacy regulations. Due to vulnerabilities, threats, and risks, Trusty Carpets
must follow these steps for understanding and verifying the SalesforceIQ if it wants to proceed
with this proposed solution.
Mechanisms (Policy, Procedure, Technology Solutions, etc.) to protect against each of the issues
The first key is to identify the right provider of Salesforce IQ. Various vendors have various
Cloud IT data management and IT Security. The cloud vendor must be well formulated, have

regulation, standards and experience. There must be a clear contract with the platform provider.
Therefore, if the vendor of SalesforceIQ closes prior to the end of the contract, then Trusty
Carpets can easily file a lawsuit. The vendor of SalesforceIQ must give highly efficient facilities
for recovery. Therefore, if the data gets lost or gets fragmented because of various issues, the
data may get easily recovered and the consistency of the data may be easily managed.
Trusty carpets should have an infrastructure that facilitates the configuration and installation of
components of hardware like thin clients, operating systems, proxy servers, servers and routers
and firewalls. Also, Trusty Carpets must have the infrastructure that avoids any kind of cyber-
attacks. Trusty Carpets must formulate a chart for the data flow. Therefore, the information
technology managers may have the notion regarding where this data is flowing at all the times,
the place where it is being stored and the people with whom it is being shared.
In addition to enforcing policies and protecting data at the ground level, Salesforce has stated the
following security features are present in their platform:
Org Security: Salesforce protects your organization’s data from all other customer
organizations by using a unique identifier that restricts access at every level to your data
from anyone outside of your company — including us.
User Security: User authentication (both delegated and SAML) combined with network-
level security by IP address, session restrictions, and audit trails provides control and
visibility into what users are doing in the system and their field history.
Programmatic Security: Configurable, authenticated sessions secure access to logic, data,
and metadata. Salesforce even offers a source code scanner that produces a report
analyzing the security of your code.

Trust and Visibility: Trust starts with transparency. Salesforce displays real time
information on system performance and security, and offers tips on best security practices
for your organization.
(Salesforce, 2017)
Section XIII: Additional Implementation Issues
Culture Change
Implementing an entirely new way of thinking into a business can be a daunting task. In addition,
not knowing what can make the business function more efficiently compounds with this change
in thinking. Using technology to effectively move a business to more productivity can be an easy
sell, but changing the culture to buy into changing processes is the challenge. Smaller, family
owned businesses, such as Trusty Carpets, have been conducting business a certain way for
many years. Trusty Carpets is now expanding, so processes need to be streamlined to keep the
same amount of staff and conduct business at a greater scale. Implementations will be rough at
first since there is a learning curve. Reassurance and support by management for the new
solution will build confidence and push the culture to adopt the modern technologies. Also,
Salesforce assists with future planning and vision for businesses. Previous Salesforce
implementations can be referenced to show Salesforce’s capabilities to get the company excited
about recent changes in technology.
Salesforce Application Development
The employees at Trusty Carpets are not programmers, so the App builder will be a challenge at
first. Management will need to come up with a plan with all the business processes and
requirements needed to create workflows to be integrated into the Salesforce platform. Apps that
already have been built in Salesforce AppExchange can be modified to cater to Trusty Carpets

processes. As the IT entity for Trusty Carpets, Ben can become a full IT technician and work the
solution piece by piece, so he can add processes one at a time to understand the solution better.
Small projects can be created to introduce more features and processes to the Trusty Carpet App
in Salesforce over time. This process will take time, but as Trusty Carpets becomes more
familiar with Salesforce, updates to the app(s) can be done quicker and with more confidence.
Insufficient Training
All employees will need to be trained to understand the software. Insufficient training can lead to
improper use of the solution which can create less confidence in the solution. Ben, who is the IT
presence in Trusty Carpets, will need to conduct additional training to ensure Trusty Carpet’s
vision of the solution is achieved and ensure the solution is managed/maintained properly.
Although Salesforce can assist, it is ultimately up to Trusty Carpets to manage the solution after
implementation. Salesforce will simply guide Trusty Carpets to the end solution and conduct a
changeover of responsibility when the solution is in place. Once the solution is fully
implemented, Salesforce has a library which can assist with frequently asked questions and a
tech support section which can assist customers in a one-on-one basis.
Conclusion
Trusty carpets have been suggested solutions for increasing the profit margins, for the expansion
and growth of the organization. Trusty Carpets can utilize CRM software named SalesfroceIQ,
which will help the organization to enhance the customer service which will further be helpful in
the improving the sales. Implementation of the software in the organization will lead to
unification of the business activities, which together will work towards the achievement of the
overall business goals of the Trusty Carpets. If the organization decides to implement the
customer relationship software, it is feasible and will make optimum use of different resources of

the organization. Cost which will be incurred annually for the implementation of the CRM
software will come around $900.
Alternative solution for the Trusty Carpets which is a non IT solution, involves enhancement of
the of the vision statement of the business. Besides this the organization should improve the
existing technologies and processes in order to make the organization business operations
effective and efficient. It have come to the light after the analysis of the alternative solution that,
it is feasible in the organization but is not the optimum solution for achieving desired results.
Trusty Carpets should implement CRM software and for making the implementation of the
software successful, the organization should make available all the resources like internet
connection, operating system and device configurations. They are also required to take care of
the accessibility and security of the networks and transactions. Besides this the organization
should involve all the stakeholders in the development of the project and should manage change
effectively by providing necessary training to the employees.

Appendix
Risk Matrix
Area of Risk Description
Probability of
Occurrence
Impact
of Occurrence
Strategy for
Mitigation Contingency Plan
Strategic
Risk that the
goals of
implementing
SalesforceIQ
are not clearly
aligned with
already
established
strategic goals
of the business.
Risk associated
with
communication
failures in
implementing
SalesforceIQ.
Low High
Ensure that there is a
continuous strategic IT
alignment between
the salesforce CRM
and TC throughout the
project lifecycle.
Ensure there is a
meeting between all
the stakeholders on a
regular basis.
Call the emergency
meeting and notify the
CRM implementation
team to re-plan the
project scope.
Call the emergency
meeting and address any
issues that may have
occurred during
communication failures.
Business Risk of not
accomplishing
the stated
goals of
implementing
SalesforceIQ.
Risk of
SalesforceIQ
changing
business
operations in
unintended
ways.
Medium High Testing the trial of
salesforce CRM before
the system goes live
so users can verify if
the states goals are
met.
Giving trainings to TC’s
employees so users
know what to do in
case of unexpected
issues.
Be vigilant by
understanding TC’s
Notify and ask CRM
implementation team to
achieve stated goals as
identified during planning
phase.
Investigate the reason and
plan a training plan to
eliminate such issues in
the future.
Re-plan the project scope.
Call a board meeting and
initiate a plan on achieving

Risk of project
scope creep.
Risk of business
goals, such as
increased sales
and
productivity,
not being met.
goals and project
requirements from
day one.
Set realistic and
achievable goals.
business goals from the
following year.
Feasibility
Risk of
inadequate
Internet speeds
or availability
required for
SalesforceIQ.
Risk of not
completing the
implementatio
n within the
stated
schedule.
Risk of not
completing the
project within
the determined
costs.
Low High
Consult with
Salesforce team on
the required internet
speed beforehand.
Monitor project
progress and report
on the discrepancies
immediately to CRM
team.
Allocate budget for
unexpected costs
when approving
project costs.
Acquire new internet
service.
Add more time to the
current project schedule.
Allocate more money to
complete the project.
Capability
to Manage
Investment
Risk associated
with executive
managers, such
as Mr.
Montgomery,
not having the
necessary
knowledge to
maintain the
SalesforceIQ
CRM.
Low High Train all employees
including Mr.
Montgomery on how
to maintain the CRM.
Building training &
testing materials to
ensure all managers
know how to use the
CRM when it goes live.
Take salesforce training
from the salesforce
website.
Kindly inform all managers
of how important the CRM
software is for attaining
TC’s goals.

Risk associated
with managers
not investing
adequate time
into exploiting
the
SalesforceIQ
CRM.
Organization
and Change
Management
Risk associated
with
management
not
communicating
changes made
to the
SalesforceIQ
CRM to staff.
Risk associated
with
management
not adhering to
policies
regarding the
usage of the
SalesforceIQ
CRM.
Risk associated
with staff and
management
receiving
inadequate
training with
SalesforceIQ.
Medium High
Organizing meetings
between management
and staffs on a regular
basis to address any
changes that may be
made to the CRM.
Admin will conduct
random auditing to
ensure everyone is
adhering to policies of
CRM.
Allocating enough
time for training staff
and management
before the system
goes live.
Add a mandatory weekly
meeting to address all
issues relating to project.
Give a warning to those
who do not follow the
policies on the usage of
CRM solution.
Add mandatory online
trainings that includes
assessment and tests.
Dependencies
and
Interoperability
Risk associated
with customer
data not being
linked from
staff emails to
Low High During the CRM trial,
testing and verifying
to ensure all stated
features are working
properly.
Contact salesforce support
team to put in a work
order.
Get online help

SalesforceIQ.
Risk of crucial
business data
such as sales,
customer
information,
product prices,
etc. not being
linked to
SalesforceIQ.
Risk associated
with
accessibility
and
effectiveness of
Salesforce
Support Team.
Risk of not
being able to
access
SalesforceIQ
due to
unreliable
internet and
power outages.
During the CRM trial,
testing and verifying
to ensure all stated
features are working
properly.
Using the salesforce
support team service
during the CRM trial
phase.
Acquiring the best
internet service such
as fiber optic internet
from the market.
instantaneously from
salesforce support team.
Provide enough time to all
employees to familiarize
with salesforce support
team.
Seek advices from
salesforce support team
on best internet service
provider.
Security Risk associated
with staff
misusing
sensitive
customer
information.
Risk of
intruders
hacking into
the system.
Low High Providing knowledge
of the Privacy Act
1988 to all employees.
Installing firewall and
antivirus.
Verifying twice before
entering data into the
system.
Lay off employees for
violating ethics and
standards of conduct.
Run backups daily to
protect data.
Audit the system and
employee performance on
a regular basis.

Risk associated
with the
validity and
reliability of
data entered
into the
system.
Surety (Asset
Protection)
Risk of not
meeting TC’s
obligation to
pay Metro
Carpets
acquisition
costs.
Low High
Ensuring all the
payments are
processed on time and
in a specified
deadline.
Immediate release of TCs
fund for paying Metro
Carpets acquisition costs.
Privacy
Risk associated
with the
transferring of
customer data
back and forth
between
terminals.
Risk or
revealing
sensitive data,
such as
addresses and
credit card
numbers, to
outside
entities.
Low High
Using Encryption tools
such as encrypting,
decrypting and signing
for secure transfer.
Using encryption tools
and only sending
customers
information to
authorized personnel.
Educating users on using
encryption tools.
Adding extra layer of
security tools when
transferring customers’
sensitive information.
Project
Resources
Risk associated
with potential
of unreliable or
inadequate
staff and
funding.
Medium High
Employ the best
people and give
reward to high-
performing staff.
Giving more trainings to
such staff and if the issue
still continues, employee
will be terminated and
replaced by reliable
person
Schedule Risk associated
with unrealistic Medium Medium Using project
management and
Adding more time for
accomplishing project

schedule for
implementing
SalesforceIQ.
Risk associated
with project
delays due to
unforeseen
events.
project review
processes to
determine the best
schedule for each
milestone.
Developing a risk
management plan.
milestones.
Executing the risk
management plan.
Initial Cost
Risk of having
inadequate
funding
estimates for
project
completion.
Low Medium
Allocating separate
budget for
unexpected events
such as inadequate
funding.
Allocating more funds
from TCs earnings for
project completion.
Life Cycle Cost
Risk of not
developing
adequate
maintenance
plans for the
SalesforceIQ
CRM platform.
Risk of not
having the
necessary
funds available
to continue
yearly
payments for
SalesforceIQ.
Low High
Develop detailed SOPs
to include
maintenance plan.
Allocate the recurring
expenses separately
to ensure timely
payment.
Updating SOPs to include
all maintenance related
issues that may arise in
the future.
Allocating more funds
from TCs earnings to
continue salesforce
service without
interruption in the future.
Technical
Obsolescence
Risk of
technology
advancements
in the future
which make
SalesforceIQ
obsolete.
Low Medium
Research on
availability of updates
and upgrades of CRM
solution on a regular
basis.
Upgrade to salesforce
cloud which is more
advanced and high-speed
than the SalesforceIQ.
Technology Risk associated Low High Ensure all Develop measures to

Environment
with
SalesforceIQ
platform being
buggy or
unreliable.
Risk associated
with hardware
and software
used by staff to
access
SalesforceIQ.
requirements for
optimum performance
has been met before
deploying the CRM
solution.
Only allow authorized
personnel to update
software, hardware
and driver.
ensure all applications of
SalesforceIQ is 100%
reliable.
Conduct a quick scan and
backup all data to protect
the computer system and
information contained in
it.
Reliability of
Systems
Risk of
SalesforceIQ
not providing
planned
functionality
and improved
productivity.
Risk of Internet
service being
inadequate and
power outages
occurring.
Medium High
Ensure the trial
version meets all
functionality before
fully deploying the
system.
Ensure the internet
speed and bandwidth
used for trial service is
adequate.
Consult with salesforce
support team to acquire
all functionalities as
stated.
Acquire the platform
recommended internet
service for future purpose.
Data and
Information
Risk associated
with invalid
data entry by
either the
customer or
staff.
Risk associated
with availability
of information
in SalesforceIQ.
Risk associated
with the
completeness
Medium High Adding an automatic
alert feature to alert
users of invalid data.
Ensuring the privacy
policy of salesforce
protects clients’
information.
Transferring all
information from
legacy systems to
CRM platform.
Auditing the forms and
user activities on a regular
basis.
Consulting with salesforce
support team immediately
to deal with system
related issues.
Re-verifying the
information in legacy
systems and CRM to
ensure completeness of
information.

of information
stored in
SalesforceIQ.
Overall Risk
of Investment F
ailure
Risk of
unforeseen
events
occurring
which make
the use of
SalesforceIQ
obsolete.
Risk of project
implementatio
n not being
adequately
planned.
Risk of poor
management
leading to the
failure of the
project.
Low Medium
Analyzing every
unexpected events
and mitigation plans
accordingly before
fully using the
Salesforce.
Communicating with
all project
stakeholders on a
regular basis.
Employing only the
best employee for TC
who is hardworking
and motivating.
Executing disaster
recovery plan to manage
unforeseen events.
Addressing all
stakeholders and
exercising project
management tools to
efficiently manage the
project including the
planning phase.
Allowing open-door policy
for all low-level employees
to report any misconduct
and mismanagement by
higher level staffs.

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