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Tools For You is a chain of hardware stores that provide a tools/equipment rental service. Their business model has been focused on providing their rental

Tools For You is a chain of hardware stores that provide a tools/equipment rental service. Their business model has been focused on providing their rental service to individual customers doing home improvement projects. Each store location has a standalone desktop application, called Renting Tools System (RTS), used by RTS staff to support the provision and management of the rental service. RTS has a database of the tool inventory and customer accounts. Typically, a potential customer visits the store to look for a specific tool. After selecting the tool of interest, they proceed to the checkout. Customer information is then entered in RTS by an Tools For You clerk, unless they have used the rental service before, which would in that case have their contact and credit card information already recorded in RTS.Tools For Yous management team decided to expand the client base of the tools and equipment rental service to include major Canadian construction companies. This new strategic direction of business model requires a transformation of the IS solution supporting the rental service, in order to meet the requirements of effective service provision to major business organizations. The redesign of the rental IS solution requires that the future rental service will be sufficiently flexible and effective to meet the timely rental needs of major construction companies. In particular, the service provision must align with the internal processes used by construction companies expected to rent tools and equipment from Tools For You. Typically, a support staff to the project manager at a construction site prepares a rental order which lists the needed tools and equipment, their corresponding specifications and the expected duration of use. The rental order is then submitted electronically to a rental company such as Tools For You, which is then expected to respond with a quote listing the rental rates for the required equipment, their availability and suggested substitutions for unavailable tools/equipment. If the quote is accepted by the construction site project manager, the rental company is informed to proceed with the delivery of the tools/equipment to the construction site. The rented tools/equipment are shipped or delivered to the construction site while an invoice is electronically sent to the construction company. Defective or wrong tools are returned to the rental company which must issue a new updated invoice. The tools/equipment are picked-up by the rental company on the expiry date/time of the rental period. The construction company may request the extension of the rental period for one or more items of the tools/equipment list currently covered by a rental contract. Upon reception of such request, the rental company, such as Tools For You, would send a second invoice for the new rental period. In addition to the required alignment between the future Tools For You rental service and the relevant internal processes of prospective clients in the construction industry, the new rental IS solution must: (1) Enable a competitive lead-time (time between order placement and delivery), (2) Minimize the number of tool/equipment deliveries rejected due to defective tools/equipment or noncompliance with client provided specifications. In order to minimize the risk associated with the development and deployment of the new rental IS solution,

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