Problems Faced by CSC IT Services in Australia - Case Study Example

Title: CSC Australia Business Case Study Institution: Name: Date: СSС Аustrаliа IT Company Саsе Rероrt Executive Summary This paper focuses on the main issues that affected CSC Australia IT company in its activities of providing IT services and digital services to business organizations. It investigates the problems experienced by the company in the process of providing IT services with the focus on finding alternative solutions to these problems so that it can attain maximum efficiency in provision of these services. Methods of analysis include a variety of options that can be implemented by the company to solve the problems experienced in the process of providing IT solutions to business organizations with high efficiency. The alternatives that focus on preventing the causes of the issues include infrastructure that need to be included, expertise and level of training that need to be provided to its employees. After the alternatives have been identified, possible solutions are recommended based on the results of the measurement criteria. It is found that there was inadequate use of It facilities such as PCs, printers, servers and software applications in provision of IT services to organizations. In addition, it is found that the organization faced high financial problems in providing IT services (Priestman, Chris. 2001). It is also found that there was lack of enhanced training of CSC employees in provision of IT services to its clients thus services was not efficiently provided. It is concluded that the contributing factors to low performance of the company in the provision of IT services is inadequate use of IT facilities such as servers, computers and printers, lack of proper financing and lack of adequate training of its employees to provide IT solutions to its clients. The main recommendations discussed include: Seeking financial solutions for the purchase of IT equipment that facilitate its activities. Purchase of new It equipment such as computers, printers and servers that are used to provide IT solutions to organizations Providing training to employees on latest methods of providing IT solutions to businesses. Some of the limitations of the report are that it does not provide a financial estimate that needs to be contributed by the business to purchase new equipment and also that it does not explain major areas of training that should be focused on. Subject matter Methods of Analysis Findings Conclusion Recommendations Limitations of the Report 1. Main Issues During the process of providing IT solutions to businesses and corporations, CSC It Company has experienced a number of issues. For instance, the company employees have not been efficient in provision of services such as computing services, midrange servers, storage services and voice data. This has resulted into inefficiency in provision of these services to clients due to lack of customers satisfaction. As a result, most businesses have not been able to meet their IT needs (Page 2010). In addition, CSC has not been able o provide adequate training to its employees in provision of latest IT solutions to its clients. This has resulted into inadequate efficiency in services provided by the company. Furthermore, CSC has not attained the level of competence where it can provide IT solutions to companies with little disruption of activities of the companies, thus there has been the need to ensure competence level is reached where company can provide IT services without interruption of business activities (Moran et al. 2009). Thus, the services of CSC would contribute significantly to the performance of the merger. It was also observed that the company lacked adequate financial capacity to buy the latest It equipment that would ensure it provides competent IT solutions to companies. Thus, it has been difficult to afford the latest IT equipment such as cyber security equipment that can be installed in business organizations to improve IT solutions. 2. Causes The existence of current problems faced by CSC IT services in Australia resulted from a number of causes. The companies also lacked efficient IT facilities and it was not possible to partner with other IT companies because it was against its policies to enter into partnership (Magne 1996). Another cause for the issues experienced by the company is that it did not have adequate financial capability to improve the resources it used to provide IT solutions to companies such as video services and cyber security equipment. This is based on the fact that acquisition and use of these services requires high investments in terms of capital and training. The other contributing factor to the issues experienced by the companies is lack of coordination of activities among employees as a result of poor IT structure which complicated the process of providing IT services. Furthermore, the company faced huge financial problems coupled with the use of equipment (Klubeck 2011). This hampered the effort to provide quality IT services or replace old equipment through purchase of new equipment. Furthermore, it was found that the employees who were tasked with the responsibilities of providing IT services to the customers did not have enough competence to perform such tasks. This resulted into lack of satisfaction with the services of the company and a consequent reduction in the level of demand for its services. 3. Decision Criteria The decision criteria for the use of a particular alternative will be based on qualitative aspects such as customer satisfaction, ease of use, synergy, visual appeal, cultural sensitivity and motivation. For instance, the solutions to IT services at CSC will be compared in terms of ease of use so that the easiest method is selected. In addition, the methods of broadcast that results into the highest level of customer satisfaction will be selected for implementation (Harvard Business Review Press 2010). Another qualitative aspect that will be of great significance to the company is that the method of IT services provided to an organization will be that which results into synergy of a number of organizations to work in cooperation with one another. Furthermore, visual appeal will be an important characteristic of the IT services design. This will be used to select the method of IT services provision that results into the highest level of appeal is used for meeting IT needs of a selected company. In addition, quantitative aspects will be used to select the most suitable method of solving IT problems of the company. These quantitative aspects include profit, return on investments, delivery time, and market share and growth rate quantity. In the quantitative aspect of profit, methods of IT solutions will be selected so that the type that results into the highest profits is selected (Harper 2013). This is based on the fact that any business undertaking is aimed at improving its profitability. The aspect of return on investments will also be used because it will ensure the methods of IT services provision are selected based on the one that contributes to return on initial capital within a short time. This is aimed at relieving the business of its burden from loans and other methods of funding during the start of the business. 4. Alternatives The alternatives used by the company will be focused towards ensuring the decision criteria are observed. In order to select an alternative that results into improved synergy, the company will seek cooperation with other companies involved in provision of IT services to enable it use other IT resources to reach the demands for various forms of IT solutions (Continuum 2013). In addition, it will be important for CBC to partner with other IT services companies that provide live IT solutions so that it can benefit from expertise of employees of that company. The alternative of training will be provided to employees of CSC so that they can acquire the skills of providing IT services to clients of the company to the highest quality. This will ensure the decision criterion of customer satisfaction is observed. This staff should be trained to acquire the highest level of competence in provision of IT services to its clients as well as the use and handling of facilities used during their work. Another alternative course of action that can be of great significance to CSC is securing funds for the purchase of latest equipment that enable them carry out IT service solutions to the satisfaction of their clients (Andersen 2007). This can be achieved by seeking financial assistance for the purchase of this equipment from financial institutions for the purchase of this equipment. This alternative will ensure the decision criteria of customer satisfaction and quality service is observed. 5. Recommended solutions Based on the nature of the issues faced by CSC in its effort to provide IT solutions to its customers, it is necessary to use alternatives that result into accomplishment of quality visual display and reduced costs of operation as well as customer satisfaction. Consequently, it is recommended that the alternative of training should be selected for use as an alternative because it results into equipping the employees of the company with latest knowledge regarding the best IT services that companies need to be provided with as well as the latest methods of handling the equipment so that there is little damage while they are being used (Priestman 2001). This will result into the accomplishment of the characteristic of high quality. Another alternative that can be useful in provision of IT services is seeking financial assistance from other institutions and well-wishers so that additional equipment can be bought using these funds. It ensures the devices used are latest and able to produce high quality output. For instance, additional funds will enable the company purchase cyber security equipment and voice recorders that enable the company provide these services to its clients (Page 2010). This is because customers are more likely to assess the competence of the company based on the quality of the IT services they get from the company. Another solution that can be of great importance to CSC is coming up with a plan of providing its services to companies without interrupting business activities of the companies. This requires the company to implement a transition plan that ensures success is achieved in the transformation of IT services of organizations. This can be achieved by training the staff on the course of actions that need to be applied in order to attain a smooth transition of IT systems of organizations while ensuring business continuity is maintained and business staff is not affected (Klubeck 2011). 6. Implementation and Implications In order to implement the above recommendations, it is necessary for CSC come up with transition plan that ensures its project team is equipped with the knowledge required to provide IT solutions to its clients. This is because when the employees are aware of the tasks they are supposed to perform, they are likely to be prepared for the functions they need to perform to achieve the needs of the tasks (Magne 1996). This should be followed by identifying the technology required in the transition process such as midrange systems, computing systems, service management systems and cyber security systems. They should also establish the number of PCs, printers, servers and software required to achieve IT solutions of the relevant organization. The impact of the company implements the above solutions, it will be possible to have staff that are competent and able to provide IT solutions with high level of professionalism and able to meet customer demands. If the company implements the alternative of seeking financial assistance, it will be in a position to purchase the latest IT equipment and facilities that will ensure high quality output is obtained. It will also be possible to fund the training of its employees to acquire competence in the use of latest IT equipment. However, if CSC does not implement the above solutions, there is the possibility that employees will be less competent and it will not be possible to provide competent IT solutions to its clients. This will result into high competition from other IT companies and the company will be affected in terms of getting the required amount of profits. References Andersen, B. 2007. Business process improvement toolbox. Milwaukee, Wis, ASQ Quality Press. Continuum. 2013. Directory of Publishing 2014 United Kingdom and The Republic of Ireland. London: Bloomsbury Publishing. Harper, Damian. 2013. China. Footscray, Vic., Australia: Lonely Planet Publications. Harvard Business Review Press. 2010. Improving business processes expert solutions to everyday challenges. Boston, Mass, Harvard Business Review Press.  Klubeck, M. 2011. Metrics: how to improve key business results. 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