Capstone – Project

Help Desk Process Design & Robotic Process Automation Team

A Collaboration Between

Engagement Synopsis

In response to the COVID-19 crisis, Stevens reached out to mayor of the city of Hoboken, NJ to offer consulting services to local businesses. During the Fall of 2020, a Stevens team worked with this company and was tasked to understand their business model and its existing customer base as well reviewed its service desk ticketing process and the four systems providing feeds into its unified logging system. The team’s goal proposed some initial changes to the service/desk ticket process and attribution and to build key metrics and common benchmarks for service/management across all clients and business services. Spring 2022 semester will be our 4th semester working with this client. This company offers a web-based platform and a trained service team which handles all of the IT needs of small, medium, large businesses including 7×24 IT Support, Cloud Services, and Security and Privacy Services. Highly regarded for their customer service and the quality of their work, this rapidly expanding company is looking to reduce, streamline, and optimize their business processes. They are implementing a workflow orchestration platform and introducing robotic process automation (RPA) methods to take previously high volume, very manual processes, and fully automate them. This company is looking for a Stevens team to identify, review, and redesign those processes offering the greatest potential for improvement. They hope to begin using their new platform to put a few of them into production by the end of the year and hopes the Spring 2022 team will be able to continue in these areas. This is a high priority project for the company. Successful implementation of these capabilities will allow the company to significantly increase the number of clients and devices under management and the profitability of the company and to continue to improve their customer service. MSIS, MBA and BIA Students with experience in process innovation, database design, data analytics, data integration, and the use of APIs should consider this project.
History of the work accomplished to date: For the Spring 2021 semester, a Stevens team continued where the Fall 2020 team left off. Working with the company, the team gained direct access to these systems to the data feeds coming from them. For the Fall 2021, we split the work between two teams. Team One continued their work in defining the highest priority processes under the direct supervision of a company employees and within the regulatory, cybersecurity controls appropriate for the many services that they offers to their customers. Team Two focused their work on utilizing a robotic automation tool to provide enhanced automated capabilities to a subset of these processes. The two teams worked very closely with Team 2 and progressed with 3 or 6 selected high volume and high impact processes. Going forward in Spring 2022 For Spring 2022, because of the high coordination required for the project, the teams will be consolidated back into a single team going forward.
Improvement of identified and prioritized work processes: · Work with the team and the technical resources available for companies affiliated with the four source systems. The team will review and document the existing data available from the feeds and assess whether additional data/information can be extracted from these source systems. · Provide in-depth database programming skills and experience in ETL (extract, transform, load) functions to ensure the data is in the correct format to be correlated across all feeder systems. · Propose and confirm key success indicators which should be measured to track the efficiency and effectiveness of company service delivery. The team will also work on ensuring the data will allow the company to benchmark their services across key groups such as municipalities, law firms and architectural/building firms. A consistent set of reporting metrics will assist the company as it grows its business and to better market both the quantitative and qualitative benefits of using company technologies in comparison to its competitors. · Work with the team and the technical resources available for companies affiliated with the four source systems. The team will review and document the existing data available from the feeds and assess whether additional data/information can be extracted from these source systems. · Provide in-depth database programming skills and experience in ETL (extract, transform, load) functions to ensure the data is in the correct format to be correlated across all feeder systems. · Propose and confirm key success indicators which should be measured to track the efficiency and effectiveness of company service delivery. The team will also work on ensuring the data will allow the company to benchmark their services across key groups such as municipalities, law firms and architectural/building firms. A consistent set of reporting metrics will assist the company as it grows its business and to better market both the quantitative and qualitative benefits of using company technologies in comparison to its competitors. Use of the Robotic Process Automation toolset to a subset of these processes · This company is again looking for a Stevens team to identify, review, and redesign those processes offering the greatest potential for improvement via automated tool · The company began using the new platform and to put a few of them into production by the end of the year. This is a high priority project for the company and they hope the Stevens team can continue working on high value processes. · Successful implementation of these capabilities will allow the company to significantly increase the number of clients and devices under management and the profitability of the company and to continue to improve their customer service. MSIS, MBA and BIA Students with experience in process innovation, database design, data analytics, data integration, and the use of APIs should consider this project. Team Qualifications: A team will be composed of individuals, who collectively can provide experience in the following technical areas and advisory backgrounds. This experience may have been gained through prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens: · Database design and development · Consulting, business process design/ process innovation · Direct work with 3rd party software providers · Extract, transform, load (ETL) coding. · Web development · Real-time data streaming and alerting systems. · Knowledge of Cloud architecture and the use of APIs · Systems administration experience and/or certifications (Students with a strong background in systems administration and specifically Microsoft Powershell scripting will be strongly considered for this project.) · Familiarity with quantitative and statistical concepts · Strong technical skills in Microsoft Office; data visualization tools · Strong interpersonal skills and the ability to interact well with all levels of management · Ability to be a team player able to build productive relationships · Business writing and presentation skills · Knowledge of project management

Company Information

CompanyCompany E
HQN/A
RevenueUnlisted
EmployeesUnlisted
StageMedium Business
Hiring PotentialN/A
Website

Company Overview

An IT consultant servicing clients worldwide since 2001. We specialize in a wide range of IT Services that can help grow your business exponentially. Our experienced IT engineers can quickly provide expert analysis of your business technology and suggest an IT solution that will increase your business productivity, business growth and business security. No matter what, we will meet and exceed your business expectations with a suite of technology service

Course Info & Engagement Details

SchoolStevens Institute of Technology, School of Business Industry Capstone Program
Engagement FormatCapstone - Small Team Consulting Project - Students work in small groups of 2-6 directly with faculty and host company project champions on developing real solutions to real-world challenges.
CourseMGT 809: Spring 2022 Industry Capstone Program
Level
  • All Graduate
Students Enrolled30 (5-6 students per project)
Meeting Day & TimeTBD
Student Time Commitment8-15 Hours Per Week
Company Time Commitment1 Hour
Duration11 Weeks

Project Topics

Students

Student

YIMING CUI

ycui27@stevens.edu

Student

Shiying Li

sli138@stevens.edu

Student

Nidhi Sharma

nsharm7@stevens.edu

Student

Rhythm Goyal

rgoyal4@stevens.edu

Student

Manasi Haldankar

mhaldank@stevens.edu

Student

Abhijeet Patil

apatil33@stevens.edu

Collaboration Timeline

Touchpoints & Assignments Due Date Type
Welcome, Spring 2022 Applicants!

Welcome, Spring 2022 Applicants!

Hi everyone! My name is Christina Sargiss and I coordinate our Industry Capstone Program. If you are reading this, then you are looking to apply & register for MGT 809: Industry Capstone Program for the upcoming Spring 2022 semester. This "Program Timeline" will provide you with a snapshot of what to expect regarding the application process & upcoming semester. If you have any questions regarding our available projects, application process, etc please email me directly at businessprojects@stevens.edu for support. Wishing you a happy & healthy 2022!
December 1st, 2021 Event na
Application Launch for Spring 2022 Projects

Application Launch for Spring 2022 Projects

Please utilize this google form apply for the Industry Capstone Program for the Spring 2022 semester: https://forms.gle/jqESmzWCRcrsoFae9 Once you have applied, via the google form, return to this page to upload a copy of your professional resume.
December 6th, 2021 Event na
Resume Upload for Spring 2022 Projects Resume Upload for Spring 2022 Projects
Please upload a copy of your professional resume here. Professional resumes should be one page in length and in PDF format.
December 6th, 2021 Submission Required submission-required
Deadline for Spring 2022 Projects

Deadline for Spring 2022 Projects

The deadline to submit your application & resume for the Spring 2022 semester is January 6, 2022.
January 6th, 2022 Event na
Teams Finalized & Sudents Notified

Teams Finalized & Sudents Notified

All students should be notified if they are/not selected to work on a Spring 2022 Project by this date. If you have any questions, please email Christina Sargiss at businessprojects@stevens.edu for support.
January 17th, 2022 Event na
First Day of Classes

First Day of Classes

The first day of classes, for the Spring 2022 semester, is January 18, 2022. By this date all selected students will have heard from Christina Sargiss with their assigned project, registration instructions, and additional information regarding the course MGT 809: Industry Capstone Program.
January 18th, 2022 Event na
Reminder of Confidentiality

Reminder of Confidentiality

During this program, you'll be working on a real project posed by a real industry partner. By registering for the CapSource system and participating in this Program, you are bound by the Rules of Engagement, including strict confidentiality of information shared with you. Please be respectful and professional.
January 21st, 2022 Event na
Temp Check #1 Due

Temp Check #1 Due

We use "Temperature Checks" to track student progress & gain feedback regarding the Industry Capstone Program. Please complete this brief google form by February 21, 2022. Survey link: https://forms.gle/R46teL2UXjwteRpS6
February 21st, 2022 Evaluation evaluation
Mid-Term Town Hall Presentations

Mid-Term Town Hall Presentations

Town Hall "Lunch & Learn Presentations" serve as a mid-semester update on projects with faculty, staff, and students from the School of Business. We are looking to schedule these presentations during the week of March 7, 2022. Additional scheduling information will be provided to the students, once the semester is underway. Please note that all presentations will be held via Zoom.
March 7th, 2022 Event na
Temp Check #2 Due

Temp Check #2 Due

We use "Temperature Checks" to track student progress & gain feedback regarding the Industry Capstone Program. Please complete this brief google form by March 25, 2022. Survey link: https://forms.gle/R46teL2UXjwteRpS6
March 25th, 2022 Evaluation evaluation
Final Town Hall Presentations

Final Town Hall Presentations

These Town Hall "Lunch & Learn Presentations" serve as the final opportunity for students to present their project findings and deliverables to School of Business faculty, staff, and students as well as the sponsor organizations. We are looking to schedule these presentations during the week of April 25, 2022. Additional scheduling information will be provided to the students, once the semester is underway. Please note that all presentations will be held via Zoom. Students will work with their faculty advisors & industry partners to schedule end of semester presentations and wrap up any tasks.
April 25th, 2022 Event na
Final Peer Evaluation Due

Final Peer Evaluation Due

May 4th, 2022 Evaluation evaluation
Final Self Evaluation Due

Final Self Evaluation Due

May 4th, 2022 Evaluation evaluation

Key Milestones & Project Process

Project Resources

There are no resources currently available

Company Supervising Team

There are currently no supervisors assigned.

School Supervisors

There are currently no supervisors assigned.