In order to make this determination, we desire o perform a small research experiment that we believe will clearly illustrate the need for pursuing the full implementation of a Wireless LANA. We also believe that this experiment will provide the justification to obtain full management support to pursue this initiative. The research experiment that we propose to initiate consists of two surveys, contacting other companies in the area that host conference centers, and implementing a small Wireless LANA as a pilot.
The two surveys will be issued to Bank employees who have reserved a room in the conference center in the past, and to Bank tenants ND visitors, who have also reserved the conference center in the past. These surveys will ask the respondents demographic questions, such as the department or industry they work in, preference questions such as if they have been satisfied with the current LANA services in the conference center, and finally if they are familiar with Wireless technology, and if they would be willing to pay a small fee to have access to Wireless technology in our conference center.
We will also be contacting other companies, in the area Of the Bank, who rent conference center space to the public. We wish to determine what LANA services they offer, and what their price structures are. Finally we will be conducting a pilot by implementing a small Wireless LANA in one room of the Bank’s conference center.
This pilot will enable us to determine information such as, how much interest the conference center customers will have in Wireless technology, what the reduction of support will be in the management of Wireless technology compared to the current Wired technology, and after a security review, is the Wireless technology as secure as the Wired technology. In addition to the above examples of information we ill obtain, we will also perform data analysis on the above information collected, and will determine what relationships exist.
For example, is there a relationship between the number of people attending a conference center event and the interest in Wireless technology? This information will assist us in determining which conference rooms to implement the Wireless LANA access. If only groups of 20 people or more are interested in having Wireless LANA access, then it is not reasonable for us to implement this kind of access in all the smaller rooms of the conference center. We believe that this Wireless LANA initiative will have a positive business impact on the bank.
First, it is Our intention to elevate conference center user satisfaction by providing this addition LANA functionality. Second, we anticipate this to be a cost savings initiative. Through our research experiment we will show a significant reduction in support costs for the technical management of a Wireless LANA. This will also allow us to reduce our current two day lead-time for conference center LANA requests to two hours, and this reduction will also improve our overall user satisfaction. Third, our pilot LANA will give us the opportunity to reform an exhaustive security review of this Wireless technology.
We understand that the increased user satisfaction and cost reductions can only be a benefit to the Bank, if this proposed initiative is fully secure and does not introduce any risk to our current LANA. Finally, this research experiment will determine if this initiative can be self funding. In addition to reducing support costs, we will determine if there is an opportunity to charge a small service fee for providing Wireless LANA access. We propose to begin this experiment on May 1st, 2005 by developing our data gathering instruments and emailing hem to our potential respondents.
We will also be contacting other companies, and planning the implementation of the pilot. On June 1st we will begin data analysis on completed survey responses, and by Gauge 1st we will begin analyzing the data collected from the pilot On September 1st, 2005 we will submit a final report to management in anticipation of full support to pursue this initiative. The costs for performing this research proposal are minimal. In addition to $390 for equipment, we anticipate 80 hours of support time split between two Bank employees, a researcher and a network engineer.
In closing, we believe this is not only an initiative that will bring positive benefits to the Bank, in the forms Of increased customer satisfaction and the reduction of LANA support costs. We also believe this will be an exciting venture that will keep the Bank involved in the latest technology, as well as keeping the skills of our Information Technology technicians current. I. STATEMENT OF PURPOSE will not only improve LANA services for employees, tenants, and visitors, but also determine if this can be a self funding and secure initiative.
One of the most significant challenges that Information Technology organizations are acing today, is the balancing act of trying to reduce costs, while also trying to provide cutting edge technology. Wireless CAN technology is a technology that can provide both improved LANA services, while at the same time reducing the day to day costs that are incurred by technology organizations. Our Bank has built a new conference center, which is open to Bank employees, and is also available for Bank tenants and outside visitors to rent.
Currently our organization must deploy a person to physically set up any requested Local Area Network (LANA), for special events in this conference center. Due to computer security restrictions, these LANA resources can not be left available for anyone to access, therefore we must deploy a person to manually implement this service each time it is requested. This has become a costly service that we provide, and the implementation of a Wireless LANA can not only reduce much of these costs, but can also improve the LANA services that we are already providing.
The following are questions that this proposal will seek to answer, in order to make the most accurate determination if the implementation of a wireless LANA is a viable venture. ?C Are employees, entrants or guests satisfied with the present LANA service of providing LANA/ Internet access for special events? ?C Would employees, tenants or guests value a wireless LANA service, and would they be willing to pay a small service fee for the use of a Wireless LANA with Internet access in our conference room areas? ?C What would the cost savings be to our organization by implementing a Wireless LANA solution? ?C Will the security of this Wireless LANA meet the Bank?was minimum level of security acceptance? In order to answer the questions raised above, the following research tools will be utilized. First, an employee survey will be conducted to measure the current level of satisfaction with LANA services today. Secondly, a tenant and guest survey will also be conducted to again measure the current level of satisfaction, as well as to assess the interest in renting access to a Wireless CAN.
Thirdly, we will survey other corporations in the Boston area who offer Wireless LANA access in their conference areas, to assess the fee structure they have implemented. Fourthly, we will conduct a pilot for this venture, by implementing a small wireless CAN in one conference area. This small experiment will determine if the users of our conference area prefer the room with Wireless LANA access. This pilot will also allow us to both gather any cost savings information for a Cost Analysis, and provide an opportunity to perform a risk assessment to determine if the level of security implemented with this Wireless LANA is acceptable.
Pilot Experiment: We will be implementing, as a pilot, a small wireless LANA in one conference room to determine the following. Will visitors and tenants seeking to rent a conference room in the Bank prefer the room with the Wireless LANA access, ND will they be willing to pay a small service fee for this service? Will Bank employees prefer to use this conference room for their special events? Will managing this Wireless LANA from an Information Technology department perspective, save time and effort, hence save money? Can we effectively reduce the current lead time of setting up LANA access from two days to two hours?
Will this Wireless CAN meet the Bank?ms acceptable level of security? To answer the above questions, we will track and measure the proportions of clients who requested the room offering the Wireless LANA, to other memorable rooms in the conference area. This experiment will also allow us to test the price points for the cost of the room offering Wireless LANA access. Additionally, we will track the requests for IT support for each conference room, and as described in the Cost Savings Analysis section of this proposal, we can easily compare the support times for each conference room request.
This test will provide us both the lead time and cost saving information We desire. Finally, this Wireless LANA pilot will need to be tested for security. All new computing initiatives in the Bank, need to be tested against a ?-Security Risk Assessment?w. This assessment will be performed on this pilot Wireless CAN, to determine if it will meet the Bank?was minimum security requirements. The Security Risk Assessment is a Bank developed tool, which measures several aspects of computer security, such as level of encryption, password complexity, etc.
Once a Risk Assessment is performed, it is measured against a Bank developed baseline, which will indicate whether a new application is approved for use on the Banker LANA Cost Savings Analysis: TO determine the potential cost savings associated with setting up LANA access or conference area events, we will need the following information. ?C Past conference area events requiring LANA access: All requests for l. T. Services are called into our Help Desk, and all calls are logged into a tracking database. We can easily have reports created, listing the numbers of events, as well as the length of time expended on providing LANA access. ?C Cost of equipment to provide current LANA access to conference area: No additional equipment of significant costs are used to provide either Bank LANA access or Internet access. ?C Cost of equipment to revive Wireless LANA access to conference area for pilot: We estimate the cost of equipment purchases for providing Wireless LANA access to the Bank?was conference area to be less than $400. ?C Cost for technical staff implementing LANA access to conference area: The information Technology department has a budgeting group, who can provide the 2005 NAP (Average number of persons) cost for a technical staff?was time. Sing the information types above, we can compare the cost of supporting wired LANA access to our conference areas to supporting Wireless LANA access to our conference areas. Additionally, this information will allow us to project the payback period in terms of cost. We anticipate the implementation of a Wireless LANA in the Bank?was conference room area to not only provide increased LANA serviceability, but at the same time reduce the cost of supporting LANA services to the conference area.
We also expect this project to not only self fund itself by lowering IT support costs, but we are also hopeful that it will be a small revenue generator through increased conference room rental fees. II. STATEMENT OF PROBLEM Can implementing a Wireless LANA in the Bank?tm’s conference area, not only improve LANA services, but also be a costing saving and secure initiative? The Information Technology field in general, is currently under tremendous pressure to reduce costs. However, as technology improves, there is still a need to provide more and more technical services for less and less cost.
This Wireless LANA proposal intends to prove that implementing such a LANA will do just that. Increase LANA services, and save money. There is just one problem. Wireless technology has a bad reputation for appearing to be insecure. This is a rather large problem when we are proposing to implement a Wireless LANA n the Bank of Boston. One look at our building and anyone can see that security is a word used frequently around here. Our building is sheathed in metal and surrounded by barriers and armed guards. Our entrance welcomes you with more armed guards, metals detectors and X-Ray machines.
Our computer and LANA security policies are no less stringent than our physical security. Wireless technology, like any technology, can be implemented without any security controls. If this is the case, then such a LANA would be insecure, and would be an easy target to any ?-hacker attack?w. Compare his to driving your car without your settable. There is always the potential for you to get hurt while driving your car, but much less potential, if you are wearing your settable. Any AN or computer is at risk of being attacked, but how much risk is up to you. Mentioned above that Wireless technology has a bad reputation for being insecure.
We know that hotels and coffee houses, such as Struck, offer wireless CAN access for customer convenience. These Lana are not implemented with any security, for both cost reasons, and convenience reasons. No one wants to have to enter a long unique password, very time they go to Struck. However, I would not recommend using your corporate laptop, containing sensitive information, on a Struck Wireless LANA either. There has been statistical analysis performed on places such as New York, Chicago, San Francisco, and London, and the results state that many companies in these cities have no Wireless LANA security in place.
It is no wonder that Wireless technology has a reputation of being insecure, when it has be implemented insecurely in so many places. However, I am not suggesting the Wireless Lana are completely bullet proof either, but if the roper security guidelines are followed, a Wireless LANA can offer a high degree of benefits, with a minimum amount of risk. The key to implementing any technology successfully is to balance usability with security. Implementing a highly secure system, that is virtually impossible to use, is not the best way to attract customers, especially if you expect them to pay a small service fee.
The following is a list of security measures and a brief description, that we intend to implement in the Wireless LANA pilot. ?C Physical security: The Wireless access point will be located in a locked room, and will only be enabled, if an event is scheduled. (The access point is physically attached to an Internet connection, and broadcasts the wireless signal) ?C Antenna security: The wireless antenna will be calibrated, so that it?was distance limit will reach all portions of the conference room, but no further. ?C Password security: All default passwords on this system will be changed to complicated ones, and stored in a protected place. ?C PEA security Protected Extensible Authentication Protocol will be implemented. In a nutshell, this will make the client/server connection highly cure, and Only require each user to type in a surname and password to access the Wireless network. These passwords will be changed regularly. Our Bank has built an impressive conference center, which is available to Bank employees, Bank tenants, and outside visitors for their conference needs.
The conference center offers several different sized rooms, with ample seating, podiums with built-in PC’s, and overhead projection capabilities. We also offer LANA services. The Information Technology department will setup Bank CAN access for Bank employees and Internet only access for Bank tenants, and suitors. We accomplish this by physically attaching wired connections to as many data ports as requested, and then making the necessary network configuration to allow either Bank LANA access or Internet only access. Our security policies State that only Bank employees can gain access to the Bank?was L AN.
Providing either type of LANA access is a time consuming process, which requires staff, and typically consumes 4 hours for the installation and testing, and one hour for the disassembly. We ask for as much lead time for these events as possible, and we state that we require two days notice. Realistically, the IT department at times will receive no notice of an event at all, and have had to pull network wires around the feet of visitors who have paid for the use of the conference center. The implementation of a Wireless LANA would eliminate much of these problems. First, there would be no wires to plug in and out, saving time and effort.
Secondly, there would not have to be any network configurations to make, since two Wireless Lana would be implemented, one for the Bank LANA access, and the other for Internet only access. These two Lana would not be enabled at the same time, ND would always be configured with different passwords. Both the enabling and password changes could be performed remotely by an IT staff member, and could be performed on a moments notice. This would allow us to revise our stated lead time for event notifications to, let?was say, ten minutes, and realistically respond in ten seconds.
This proposed study will provide the company the necessary information to decide if the implementation of a Wireless LANA in the Banker conference center will both enhance Network services, as well as reduce support costs. Ill. THE PARTICIPANTS Who will perform the research? ?C Don Voucher, Manager of Technical Services: Don will prepare the research proposal for review and approval by upper management. He will also create and deploy the survey questionnaire, as well as tabulate the results of these sun,’eyes. Don has worked at the Bank for eight years, and has been in the Information Technology field for twenty TV years. ?C Pam Burnable, Network Engineer: Pam will design and implement the Wireless LANA for the pilot. She will ensure that the appropriate security measures have been enabled, and she will create procedures for the other IT staff to follow. ?C John McKinney, Assistant Vice President and Information Security Officer: Jack will approve the final version of the survey questionnaire as well as the purchase of the equipment for the pilot. Jack will also sponsor the final proposal to Senior Bank management, when this project proves successful. Who will provide the primary research data?
We will target the employees who have reserved conference rooms in the conference area in the past, in addition to all Bank department managers. Of the 1,200 total Bank employees, this sample will consist of approximately sixty employees, or 5 percent of the total Bank population. We will also solicit the Bank?alms tenants and visitors, who have reserved rooms in the conference area in the past, which total approximately eighty customers. These samples may not represent the entire population of the Bank?was conference area users, but we are confident that the samples do represent a very large percentage of the total population.
An email will be sent to each individual, and the survey will appear as a link within the email. All the respondent needs to do, is click on the link, and he or she will be redirected to an on-line Web survey. We will also contact like companies in the area, who .NET conference rooms to the public. Finally we will conduct a small pilot to help us assess both the cost savings potential, as well as the potential interest in offering a Wireless LANA solution. This survey will be gathering its data from a sample of the potential population of users of our conference area.
We believe this large sample will clearly represent the facts we are seeking. IV. OBJECTIVES Developmental Objective: Developmental Objective: By September 1 2005, the researcher will submit a report to management detailing the recommended implementation of a Wireless LANA, for the Bank Of Boston. Implementation Activities: The following activities will be conducted by the researcher during May, 2005, through Gauge, 2005. ?C Prepare data-gathering instrument to be emailed to the sample population, consisting of Bank employees, Bank tenants, and past Bank visitors, in an attempt to ascertain their conference area needs. ?C Gather conference area information from other companies. ?C Plan, implement and begin pilot of Wireless LANA. ?C Perform security assessment on pilot Wireless CAN. ?C Email survey to sample populations, and monitor survey web site for responses. ?C Analyze completed questionnaire data from survey web site and prepare a report that summarizes the results, in order to determine a recommendation to management. ?C Analyze and prepare a summary report from data collected from other companies. ?C Analyze data collected from pilot experiment, and prepare a summary report. ?C Submit the report to management. Evidence Statement: This objective will have been met when the final Wireless LANA proposal report is submitted to management by September 1 , 2005. Evaluative Objective: Evaluative Objective: By November 1 , 2005 (2 months after developmental port is submitted), LANA support efforts for the Bank?was conference area will be significantly reduced, which will in-hand reduce IT support costs. The required lead time for LANA service requests will be reduced from 2 days to 2 hours, and there will be no reduction in the level of CAN security.
This will be evidenced by a pilot implementation, including a computing risk assessment, and survey data that was taken before and after the implementation of the conference area Wireless LANA. Implementation Activities: To ascertain that the Bank?alms new Wireless LANA is adopted and accepted, the following activities will be conducted. ?C Document data from research survey to report on customer satisfaction. ?C Develop a timeline for implementation of the Wireless CAN. ?C Develop an instrument to email all sample population thanking them for their participation in the study. ?C Inform the sample population, including all Bank employees informing them of the Bank?Tm’s research, ii. , the new Wireless LANA and the timeline for implementation. ?C Make arrangements with staff and vendors to implement the Wireless LANA, including all procedures and documentation required. ?C Development an instrument to inform all interested employees, tenants, and past visitors of the available benefits and how to request Wireless LANA access. ?C Develop a follow-up data gathering instrument to be completed by the Bank?ms conference area coordinators to determine if the newly established lead times are appropriate. Evidence Statement: The achievement of implementing a new Wireless LANA by September 1 , 2005 will result in a significant reduction in IT support costs for the Bank?was conference area, and also allow IT to reduce its Service Level Agreement of 2 days lead time to 2 hours. V. DATA COLLECTION We have chosen three methods of collecting data in order to determine if implementing a Wireless LANA in the Bank?Tm’s Conference Center is a worth while venture.
First we need to collect data from the Bank?ms employees and tenants to determine their level of satisfaction with current LANA services in the Conference Center, in addition to determining what their responsiveness is to Wireless technology. We will also be collecting data from like companies to determine how they offer Wireless technology in their conference areas, and what cost structures they have implemented. The pacific types of data which will be collected are described below, and a copy of our data gathering instruments are attached as Exhibits A, B, and C, to this proposal. 60 Bank employees, tenants, and visitors will be sent an email asking them to participate in our survey. This email will contain a link that the respondent need only click on, to be redirected to an on-line Web Survey. We believe this sample of the total potential population of the Conference Center users, will provide us results with an acceptable confidence level. The questionnaire for employees is slightly different than the questionnaire for entrants and visitors, however the structure of the questionnaires are identical. The questionnaires begin by using ratio scale data to determine the demographics of the audience.
For example, how often they have used the Conference Center, and how many Bank employees versus non dank employees there are. Knowing the ratio of Bank employees to tenants and visitors is important information for us to determine the capacity of the each Wireless LANA we propose to implement. (Bank LANA vs.. Internet)The questionnaire continues by using linear numeric scale data to measure the current satisfaction of LANA services provided to the Conference Center. We ask if network services were provided on time and if the required two day lead-time for LANA service requests are acceptable.
Lastly, the questionnaire uses nominal scale data to determine the respondent’s knowledge and interest in Wireless LANA technology. We will use this data in not only determining the interest the respondents have in Wireless technology, but how we can improve CAN services in general. We will also be performing phone surveys to other companies that rent conference areas to the public. Since we will be contacting these companies as potential customers, we will to be asking standard survey questions. We believe that these companies will provide us more valuable information if we pose as potential customers, rather than a potential competitor.
Examples of these questions are as follows. How many conference rooms do you have to rent? Do you offer Wireless LANA access. What is your cost structure for your Conference Center? VI. DATA ANALYSIS also determine if this can be a self funding and secure initiative. In this section we will describe the analysis we plan to perform on the data collected, in order to asses the feasibility of this proposal. To review, the specific research questions that our proposal addressed were: ?C Are employees, tenants or guests satisfied with the present CAN service of providing LANA/ Internet access for special events? ?C Would Tenants or guests value a wireless LANA service, and would they be willing to pay a small service fee for the use of a Wireless LANA with Internet access in our conference room areas? ?C What would the cost savings be to our organization by implementing a Wireless LANA solution? ?C Will the security of this Wireless LANA meet the Bank?was minimum level of security acceptance? Beginning with the first research question, are employees, tenants or guests satisfied with the present LANA services, the analysis begins with demographic information collected from our ratio scale questions.
This information will allow us to determine variables such as attendee’s department or industry, frequency of use and quantity of visitors to our Conference Center. This will allow us to capacity plan our Wireless LANA, as well as use this data to analyze relationships of certain variables. The second part of the analysis uses customer preference data from our linear numeric scale questions. This customer preference data will allow us to calculate averages from the responses to create a baseline for Current customer satisfaction, which will be used to make comparisons against future customer preference data collected.
Additionally, we will use the demographic data to determine if customer preference is variable between Bank employees, tenants, and visitors. It will also allow us to determine if customer LANA preference is directly related to, not only large groups using the Conference Center, but all groups. A specific example of this data analysis is using the data from two river questions: What industries do most of your conference center attendees work in, and indicate your satisfaction with the current overall LANA services support.
The two variables obtained from these questions are industry, which is the independent variable, and satisfaction, which is the dependent variable. The industry variable is also qualitative, and the satisfaction variable is quantitative, because satisfaction was measured on a five point linear scale, for which an average can be calculated. We will be using the Analysis of Variance to test the relationship between these two rabbles, utilizing the F-Ratio as the statistic.