Background 1Ii'ou are employed as a Business Analyst by IT lnnoyo {ITI}, an IT consultancy business that proyides a one-stop-shop to small and medium sized businesses needing an ICT solution to meet their strategic and operational needs. IT lnnoyo has a well-established network of professionals who specialise in application and software development, cloud architecture and deployment, IT infrastructure and networking, Cybersecurity, including data protection, application and network security, penetration testing etc I Testing teams doing manual, automated, functional and non-functional system testing, security, regression, acceptance and exploratory testing, I media production, including audio, 1video and post-production. irou have been assigned to work as a Lead Business Analyst for a new client, a medium sized business, Tough Trailers that is looking for a comprehensiye solution to implement their strategic plan and modernise their business operations. irou are to prepare a 4-part Proposed Solution Study which will be used by IT lnnoyo to brief and contract Technical Subject Matter Experts to implement the outlined comprehensive solution. Case study Tough Trailers Tough Trailers [formerly Tough Steel]: was founded in mm as an architectural metal fabricator specialising in specialty aluminium and stainless-steel fabricating. Tough Trailers diversied into trailer manufacturing in the spring of ZDDF. Initially, they manufactured small boy. utility trailers as an opportunity to use available manufacturing capacity during slow business cycles in the architectural metal business. By Zi, the trailer division had grown so much that Tough Trailers made the decision to become a full-time trailer manufacturer. Tough Trailers produces standard box trailers and is now diversifying into customised trailers to the customer's specication. It prides itself in the quality of its work and materials as well as in its unique customisation features. They have sales offices in Sydney, Melbourne and Brisbane. Each ofce has a show area for the display of standard boat trailers. The manufacturing takes place in Newcastle {NSW}. Trailers can be shipped using contract hauliers from the factory direct to the customer's site or are available for pickup directly by the customer from the factory or sales offices. The head office is also in Newcastle on the same site as the factory. Since Tough Trailers started, it has grown steadily. In the last two years, sales have taken off and increased by dim each year. It now has a turnover of SIDM and around 15th] customers. Tough Trailers has a very healthy level of retained profits and is eager to expand into new areas Tough Trailers customers range from the home handyman to horse owners, trade persons, serious off- roaclers and a variety of motor sports people (bike, boat and karts etc.}. Customers\" orders range from the standard small boy. trailer for $1,l]l]l] to utility trailers and customised trailers. Utility trailers include off-road trailers, car or bike carriers, and horse floats. These can range in price from $1,3DI] to over Sl for the deluxe horse oat. Customised trailers have become more popular recently, particularly with trades persons and motor sports people. Prices can range from $3,IJIJIJ up to $9,500 depending on the customisation required. The company internal systems and computer systems have worked well in the past, but with the increase in sales, Tough Trailers has realised that they may not be able to cope with continued expansion, especially into some of the new areas that theyr hope to exploit. In particular, the following problems have been experienced: Customers want to be able to see more examples of the types of customised trailers that can be produced. The sales catalogues are veryr basic, and the sales offices can only hold a limited number of demonstration items. With the benefit of hindsight, it would have been a good idea to photograph each customised trailer for inclusion in a more comprehensive brochure. The DesignerfEstimator liaises with Manufacturing to obtain quotes for the customised trailers and is having trouble getting this information within a reasonable time. While they're finding it valuable to be able to provide their clients with an unlimited design scope, the time taken to get a quote from Manufacturing is losing them business. Some ofthe major changes in direction that arose from the strategic plan include the following: 1. A determined push into the customised trailer market to provide solutions for people who want some individualisation oftheir trailers. This will be achieved to some extent bv producing a range of modular components that can be manufactured in higher volumes rather than individuallyI customised. 2. To expand their sales outlets through the opening of dealerships. The possibilitv of franchising sales outlets has also been considered and this is likerr to be pursued later. 3. To create a website that's likelv to be initiallv used to provide information about standard and customised trailers, and eventually:r to sell directlv to customers through online ordering. The website should integrate with their current svstems for pavments. at this stage, Tough Trailers have decided that developing the website is bevond their experience and expertise and that IT Innovo will provide this service. However, the}? re keen to ensure the website could easilv be updated with new content without expert involvement. Them.r have a budget of S for the website, which can be completed in two stages and unspecified amount for operational and support cost. It is up to 1vou to recommend and negotiate a reasonable amount. \fL Customer goals based on Service. Satisfaction and Retention principle 5_ ObIECVES 2. Internal f Operational goals based on increase in production it manufacturing capacity to meet demand] training to keep the statf up to date with industry standards. legislative requirements and GHd GOGIS technology 3. Financial goals based on maintaining a 30% increase in growth overthe next two years 6. Action Plans Action Plans Table next page L Double sales in 5 years and grow revenue [retained profits] by l5% per year in 5 years through the effective use of business website Increase in online sales to 50% [half] at total sales in 5 years Franchising and dealership options are explored, and decisions made as per business requirements Maintaining production I manutacturing capacity to meet the market demands Exploration of diversification options 7. Long-Term Goals .U'PP'P