Paper Summary:

This paper discusses the migration project which involves the introduction of a new channel of business to PC Technical Services, a home computing technical support service. The paper discusses the migration issues, as well as analyzes the outcome of the migration from the point of view of the business and the customer.

Table of Contents:

Project Overview
Management Summary
Introduction
Migration Issues
Technical Specifications
Effect of Migration on Traditional Support Service Channels and Possible Customer Alienation
Customer Education
Costs and Delivery Time-frame
Periodic Updates for Senior Management and Other Stakeholders
Conclusion
Appendix A

From the Paper:

"PC Technical Services (PTS) provides technical support to customers requiring assistance with their home PCs. This support extends broadly to hardware configuration, software installation and maintenance and connection to the internet. Service is currently provided through a network of trained computer technicians operating from six offices around Australia. Presently, channels of trade include face to face service which involves sending a technician to the customer's residence in order to provide solutions to technical issues and telephone-based support from PTS's Customer Service Call Centre."

Sample of Sources Used:

• Finkelstein, S. "First-Mover Advantage for Internet Startups: Myth or Reality?". Accessed at mba.tuck.dartmouth.edu/pages/faculty/syd.finkelstein/articles/First_Mover.pdf on 24/09/2003.
• Gelinas, U.J., Sutton S.G. and Oram, A.E. (2001) Accounting Information Systems, 5th edition, South Western
• Lawrence, E., Corbitt, B., Fisher, J., Lawrence, J., Tidwell, A. (2000) Internet Commerce-Digital Models for Business, 2nd edition, John Wiley & Sons Australia.
• Pfleeger, S.L. (1998) Software Engineering, 2nd edition, Theory and Practice, Prentice Hall.
• Sinclair, M. "How To Start Your Own Internet Business". Accessed at http://america3.pcs.cnu.edu/~msinclai/paper.html on 24/09/03.

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