ICT Infrastructure of Warehouse

TABLE OF CONTENTS

PART A : ICT INFRASTRUCTURE

1. Organization: Mitre10 ………………………………………………………………….. 2

1.1 Overview …………………………………………………………………………………2

1.2 Vision/Purpose………………………………………………………………………….2

1.3 Mission…………………………………………………………………………………….2

            1.4Value ………………………………………………………………………………………..3

1.5 background………………………………………………………………………………..3

1.6 structure …………………………………………………………………………………….4

1.7 business functions ………………………………………………………………………4

1.8 ICT resources……………………………………………………………………………..5

2 ICT INFRASTRUCTURE…………………………………………………………………………5

2.1 INTRODUCTION ………………………………………………………………………….5

2.2 HARDWARE ………………………………………………………………………………6

2.3 SOFTWARE…………………………………………………………………………………7

2.4 SUMMARY ………………………………………………………………………………..8

2.5 STRAGETIC OBJECTIVE…………………………………………………………………..9

3 ANALYSES…………………………………………………………………………………………10

3.1 INTRODUCTION………………………………………………………………………….11

3.2 ICT SWOT ANALYSIS …………………………………………………………………..12

3.3 balanced scorecard analysis ………………………………………………………13

 

Executive Summary

This report examines the current ICT infrastructure of mitre10 New Zealand, a leading warehouse, and analyses its effectiveness based on the current ICT trends. Methods of analysis include SWOT, balanced scorecard and Gartner Quadrant Analysis.

Results of the analysis show that Mitre10’s ICT infrastructure has been used well to automate their processes, reduce errors, and reach out to their customers. Nevertheless, there are a lot of technologies being developed overseas that interface with a retailer’s suppliers and customers that can be used to the company’s advantage. The warehouse currently leads in both the completeness of vision and ability to execute against their competitors in the ICT area.

The report finds that the political, economic, social, and technological factors are suggesting that it is in mitre10’s favour to invest more on improving their technology but they should minimize the hiring of ICT personnel. These investments should be for technologies that interface with their customers and suppliers, improve their supply chain process, and provide greener replacement to their old equipment. Cutting edge technologies are being developed in other countries that would fit their needs but the warehouse must be aware of issues such as possible breaches to privacy laws that they need to address first before adopting said technologies.

We therefore propose that aside from the usual updating/upgrading hardware and software, mitre10 should introduce a cloud based system to help reduce computing workload for each store. Through the use of the Cloud, data analytic software can be used to help identify trends in different regions/areas that mitre10 operate in which can also help reduce workloads of work staff as well. Further improvement can also be gained through the development of an auto stock ordering system which works in conjunction with the Data analytic software complimenting each other only requiring confirmation from management to fulfil orders. We also propose that advertisement be enhanced by developing the mitre10 App further to incorporate daily deals for local stores to get customers into the store therefore increasing sales of other goods. Another addition would be incorporating an anonymous customer feedback/satisfaction survey to gather feedback in order to help improve the business.

To facilitate the above suggestions, we also recommend to hire a few people in the ICT team. Particularly, we propose hiring a Senior Cloud Admin to lead the Cloud Migration team, a Data Analyst to maximize the usefulness of the data collected by the new system, and an IT Marketing Specialist to help develop technology for promoting mitre10 and interfacing with the customers. In addition to these, the current IT department’s job scope will have to be reviewed to allow for the proper management of the new technologies.

 

 

 

 

Organization: Mitre10

1.1 Overview

Mitre10 is a major New Zealand chain of home improvement stores established in June 1974. Mitre10 is one of the biggest retailer in New Zealand. Mitre10 has around a hundred stores in New Zealand. They play an important role in the share market as well.  Mitre10 supply’s a lot of different products meanly used for building like concreate, timber, tiles and screws. This single store provides all sort of materials needed for small scale or large scale manufacturers including appliances, electrical hardware etc.  Mitre10 has at more than five thousands of employees in New Zealand. Mitre10 has been awarded as the most trusted brand in New Zealand  in home furnishing retailing sector for about five times. Which itself proves its bond among people. We have chosen Mitre10 because it is a big organization and it is a local business and it has an impact with IT also.

1.2 Vision/Purpose

To be known for its customer centric values, market leading position, financial performance and more over to be the best home improvement retailer all over New Zealand. Providing customers the best service with trained staffs and with wide range of products at the lowest prices. Meanwhile promising its business partners and its valued customers with support and cooperation.

1.3 Mission

Mitre10’s mission to assist New Zealanders build a safe and secure homes perfectly matches Earthquake commission’s policy to motivate people to prepare thier homes for natural disasters. As the nation’s largest home improvement retailer, the Mitre 10 team waits to see more homes become safer. Therefore, they are urging people to take a necessary steps to secure and strengthen the vulnerable things and areas in their homes (just like as earthquake commission asks people). Mitre 10 mission is to continue providing the best quality, value and service to meet customer needs. They’re passionate about who they are, where they live and are active in the community. Their mission is to provide the best possible convenience, value, range and quality to their customers to give them the best shopping experience, which they aim to do while building stronger customer relations

1.4Value-

Mitre 10 is one of New Zealand’s biggest home improvement retailers. They strive to compete against their competitors. Since the company started in 1974, they have gained a lot of customers through their wide range of products from a wide variety of category. They set goals each day like most retailers hoping to achieve them with their high quality trusted staff. They value themselves to be a top retailer in home improvement in the world, by doing so they need a successful team. With more competition coming their way, it is not easy as they have to develop their company across the nation to beat their competitors. The staff of Mitre 10 is very diverse. They have people from different cultures as it would benefit them when handling foreign customers. Also a fair share of gender diversity which not one gender is dominating the company. Mitre 10 put their customers first and serve with great integrity so that the company can become even greater and have a trusting relationship with their stakeholders.

1.5 Background

Mitre10 has been a component of Incipient Zealand’s home improvment culture since 1974. It is  Zealand owned and operated with stores across the country, Mitre10 is a Kiwi success story. They are Zealand’s most immensely colossal home amelioration and garden retailer and perpetuate to grow through both quota of market and number of stores. Our trade business is additionally steadily growing with more and more trade professionals seeking to partner with us. To fortify this DIY and trade expansion we have expanded our supplier network in both Incipient Zealand and overseas, steadily building upon our competitive advantage, great pricing and incremented range for customers. They place a vigorous fixate on customer accommodation and staff training and are committed to providing the inspiration, advice, implements and materials their customers need to visually perceive their domicile amendment project through to completion. The Mitre10 brand is a component of Incipient Zealand’s DIY DNA. Many Incipient Zealanders have grown up with Mitre10 and trust the brand so much so that it has been awarded the most trusted brand in Incipient Zealand in home amendment retailing on five occasions. That trust emanates from kenning we are a locally owned co-operative that plays a valuable role in the communities in which we operate. To give a little something back they are involved in many uniquely Incipient Zealand projects, such as the Mitre10 Takahe Rescue project, the Incipient Zealander of the Year – Community of the Year Award and the Neurological Foundation’s Annual Appeal on top of many individual projects fortified by their local stores to avail their local communities.

1.6 structure

Mitre10 is a big company which has a lot of branches across New Zealand. Mitre10 branches are owned and operated by several individuals. However Mitre10 head office has to develop the business by planning the future for the business. Mitre10 is always trying to solve any problem that make their customers thinking for substitution from Mitre10. Those problems are usually finance, prices, services and products.

1.7 Business functions

• Human resources
• Sales and marketing
• Finance and accounts
• Information technology

Human resources: – job is maximizing the staff performance in the organization strategic objectives. HR is more concerned with the management of staffs within the business, focusing on system and policies. HR department in Mitre10 is a typically responsible for a number of activities, including recruitment, training and development, performance appraisal, health and safety, redundancy and rewarding. HR is also concerned with industrial connections, that is, the balancing of organizational practices with rules arising from government laws.

Sales and marketing: – sales team members their job are Accomplishing business development activities by research and develop marketing opportunity and implement sales plan , determine system improvements, productivity, customer-service , resolving problems, and identifying trends.

Finance and accounts: – the accounting staffs are operating systems and procedures which safeguard the assets of Mitre10 and which process transactions effectively and cost-efficiently. These will include: Processing of financial transactions, recording of financial transactions, Maintenance of internal control procedures such as Financial Regulations.

Information technology departments: – the IT Departments are in charge for providing the infrastructure for automation. It implements the control for the use of network, operating systems, Software and hardware, and it assists the operational units by providing them the functionality they need.

1.8 ICT recourses

ICT is becoming a major part of businesses and it is growing across the globe. Without ICT, a lot of companies would be struggling. It is important to have basic knowledge of ICT, from emailing to moving files etc. Here are a couple of types of resources in industries:

Inventory Management – This software allows staff to track the quantity of stock and also if no stock is available then a manual order can be made for that certain item.

Data Management – This can store data of each employee such as birth certificates, passports or other important documents. Many big retailers use these software’s as it benefits them in many ways. At Mitre 10 they can use these software to keep updated with their products and help customers to fulfil their needs. These software’s can do much more than just checking inventory, such as making transfers from or to another branch.

2-ICT Organizational Structure

The proposed infrastructure of the ICT will help enable Mitre 10 to get more customers and will keep the customers updated. The infrastructure will deliver an awareness of numerous means on how the ICT department contributes. Embracing the ICT infrastructure increases Mitre 10 image on which leads to a wider, faster and more efficient environment for the market, also has improved the competitive advantage of the other hardware store that are in the competition. The information system managers will take care of the hardware maintenance as well as having an infrastructure team will be looking after the software side of the department.  To increase customers and help the sale profit goal are the application team for customers to allow feedbacks etc.

2.1 INTRODUCTION

Information systems are used widely in shops and in the distribution of goods and one area in which their use is particularly important in supermarkets and warehouses like mitre10, countdown etc. Computer systems are used in different ways in this modern, large stores, from stock control to maintaining temperatures in fridges and freezers. In this section we will look forward in more detail at these systems in one particular large store, Mitre10. Mitre10 has its own secured local area network which consists of several computers and terminals located in their stores. Such computers are known as branch computers which are multi functionally connected to the main server of the company and the other side has terminals at the checkout. The technology has played its important role in benefiting many companies by reducing the chance of human error in computing because it helps the staff in calculating the total amount and change to be given which reduces the chance of theft as well as helps to conserve the time. Thereby stores can process the customers billing more efficiently.

2.2 HARDWARE

Warehouse industries consists of many hardware which is run by several embedded software’s. Mitre10 has variety of hardware’s ranging from main servers to sensitive sensors. They are mentioned as follows.

1. System server machine– This machine is the main hardware of this organization which helps in storing information of all branches across the country .With this hardware company can store as well as share customer data’s and stock details among other branches. The main server contains several analytical technologies run by appropriate software’s. There will also be a secondary server which serves a backup server which prevents main server breakdown by serving load sharing.
2. Store computers- These hardware handles sensitive data related to each stores the information consists of size, stock details , customer details ,trends, technological details related to the stores
3. Eftpos terminals- At these terminals the customers gets to accomplish the billing payments. The total cost for the purchase is obtained from the EPOS system and interacts with customers to complete the payment through transferring amount from customers account to Mitre10’s account or through direct cash deposit in Mitre10’s account directly when payed in cash
4. Shelf edge computers – These are small scanner systems which uses bar code technology to determine the price of each product. This facility is utilized by both customers and staffs to ensure the correct price of product in stoke.
5. Radio communication sets– These are small radio transmitting communicator handsets used among staff’s to communicate each other and to guide customers. This hardware users use radio transceiver which transmits radio wave of certain frequencies in a limited range. At the other side the radio communication handset can communicate while tuning to matchup with the same frequency of the transceivers This is the great relief for the staff
6. Security alarms– This hardware is fixed at the exit of the store so that whenever an unpaid product is brought out of the store a warning siren is produced. This prevents theft or robbery
7. Network fiber optic cables , routers and repeaters- These are the subcomponents of the main server which helps in maintaining effective communication between branches to maintain strong network and effective data transmission so that the business functions becomes easier.
8. Fingerprint machine. When the staff start they have to log in so it shows the staff has arrived to work and when log out shows when the staff finish so it helps with the payroll by counting the working hours for each staff.

 

2.3 SOFTWARE

The company can only achieve the success with the combined operation of hardware and software. They are not useful without being dependent upon one another. A single hardware can be laded with many software’s as depending upon their storage capacity whereas proper software’s has to be installed in hardware’s to achieve maximum result. Hence a warehouse like Mitre10 uses several authentic software’s in their hardware’s to achieve maximum output.

1 . POS(point of sale)- This software’s are installed at the checkout of the stores the  details of the products purchased by the customer is collected by the POS software through the branch computer. The data is transmitted through the data cables and necessary information is sorted out. Each product will be having a unique identifying number series or bar codes which provides all the necessary information related to the product. This codes are printed on the labels or packages of the product.

2.  Payment processing- Sometimes customers may choose to pay up means of debit card or credit card rather than by means of check or cash. In such a condition the customer’s card is swiped through the card reader which reads the account number and expiry date from the magnetic strip held at back of the card. The customer then enters their security PIN to authorize the money transfer to the Mitre10’s account. The debit card with a smart chip/the pay wave facilities can also be used in same manner. These software’s ensures customer’s account privacy and credentials even though when Mitre10’s account are different.

3. Pricing- This software is specifically used for storing and editing the prices of the product. This helps in allocating certain prices to certain products while stocking and whenever there is a change in the product price, the price gets changed for all same products for the customers.

4.Database Servers- The software installed  on the server helps to store bulk amount of data’s of all products ,stores and all information regarding its business and customers .The communication between servers  of all branches are made effectively by implementing appropriate specifications of servers. The efficiency of the sales and IT department entirely depends upon the fastness of the server.

5.Inventory control- Mitre10 has ordering and inventory tracking systems ,customer searching features , sales reporting  etc as warehouse business proper inventory data is essential to analyze the flow of products in and out son that the required level of stocks can be met.

6. Mitre10 website- Along with promotions, vendor/supplier sites, electronic data inter change, web forms helps to coordinate with Mitre10’s numerous suppliers.

7.Security software- This software is installed in the scanners located at the exit of the store .This software identifies the unpurchased products from exiting the store .This is an antitheft software used to prevent or detect the theft attempts .It uses  the bar code reading technology to identify/scan products

8. Health and safety System. It is online system the benefit of the system is logging any accident online so the health and safety team will monitor all the accidents and try to inform the staff about it and try from stop it from happening again.

9. Mitre10 Intranet. It is a web based system used to access any important information or data such as stock availability at all the stores, cost prices, Store addresses and phones etc.

10. Mitre10 online website. It is online system it will show all the details about the product and prices so the customer can purchase any product online.

11. Mitre10 mobile phone app. It help the customer to shopping online.

12. Mitre10 e-learning- it is software for staff training. It has all the videos and training stuff.

2.4 SUMMARY

 

Technology as a whole is becoming cheaper and more reliable.  While there may be some complications to using new technology, it would still benefit Mitre 10 to leverage on them. However, similar technologies are available to Mitre 10 competitors so the key is to purchase the correct technologies and implement them early. Proper planning and cost benefit analysis will be required to not only reduce losses but to make sure that every purchase is beneficial to the business

Overall, ICT allows the Mitre10 to understand their customers better, it allows for

• Proper stock and money control so that it makes easier to apply new ideas and promotions strategies.
• Efficient stock control, proper stocking of products.
• Promotion prices is more effective than prices on labels.
• Using of scanners helps in easier billing.
• Usage of electronic fund transfer improves accounting.
• Proper stock and customer report is used to utilize the proper shelf space.
• Use of machines reduces human errors

ICT Strategic Objectives

ICT Vision Statement

To deliver an exceptional shopping experience by offering the best service, choice, value and convenience by embracing ICT.

ICT Mission Statement (1-2 statements)

Provide products and services to customers at competitive prices by incorporating ICT to help reduce costs and increase customer retention and loyalty

ICT Overall Strategic Goals (1-2 goals)

Meet and Exceed customer expectations for increased sales

Improve supply chain management

ICT Strategic Objectives (3-5 points)

Fulfil customer demands through efficient use of resources (time, money, distribution, inventory and labour)

Control, minimize expenses and payroll costs.

Develop and implement plans to maximize sales and meet or exceed goals and objectives.

Introduce Cloud System

Promote Mitre 10 to Increase customer traffic and sales

3 ANALYSIS

3.1 INTRODUCTION

As we have seen in previous section, mitre10 has quite a number of hardware and software in its ICT infrastructure. We saw that warehouse uses ICT not only for just internal and external communications but also for day to day business, from inventory tracking to billing for the purchase. The following content gives a brief idea of analysing the strategic importance of information technology in Mitre10 through SWOT analysis.

 

3.2 ICT SWOT ANALYSIS-

SWOT analysis is a process that identifies an organization’s strengths, weaknesses, opportunities and threats. SWOT is a basic, analytical framework that assesses what a business can and cannot do, for factors both internal (the strengths and weaknesses) as well as external (the potential opportunities and threats). Using environmental data to evaluate the position of a company
 

1 -Strengths

• POS systems greatly reduce human error and speeds up the process for checkouts, increasing customer satisfaction

• Self-checkout counters reduce the amount of employee’s necessary to manage the cash register

• Building alarms prevent theft, damage and injury

• a well-designed system that depends on a good funds, experienced engineers and good provided information from the management about the business to promote a good solid system that satisfy the online users .

• The Vendor/Supplier portal, Promotion Management System, and their E-Learning tools makes it easier for their suppliers to manage their products and minimizes the lead time needed for changing the product information (like changing the price, for example)

• Logistics/Inventory and Transport Management systems automate product and personnel tracking, greatly improving efficiency

• Electronic Data Interchange (EDI) and ‘Web forms’ makes the exchange of documents such as purchase orders and invoices between the mitre 10 and the suppliers more reliable, traceable, and secure.  In the case of EDI, it also automates workflow and reduces manual intervention and document duplication.

•The fully-functional online store allows them to reach out to people who would take advantage of such services.

2 –Weaknesses

• Price – the ICT systems are expensive so when new and better technologies come out, they cannot just be replaced without making good on their ROI first.

• Maintenance – the stores will need to put aside time and money for maintaining their ICT equipment.

• Points of failure – there are certain systems that could potentially give serious issues should they fail (automated doors opening on a public holiday, for example)

• Complexity – online systems for suppliers could be a little complex for those who are not IT savvy or do not have access to IT savvy staff.

• With the rapid technological change. ICT will cost a lot of money that will affect the profit and the funding for the other department development.

3 -Opportunities

• IT solutions are being made that can be bought/installed if they want to pursue the “eco-friendly” store.

• Technology is always getting cheaper

• Fall of overseas currencies allow the stores to buy cutting edge technology from those countries at a lower cost

• Cloud computing is getting more reliable, potentially allowing some services to be moved to the cloud

• Show the customer the products and the prices and that will save the customers traveling and find the prices and compare between them.

•  Training website to teach the staff members for the products and services and that will save the company from training any new staff

•  Online purchasing will help to increase the sell.

 

 

4 -Threats

• Similar technologies to the one that mitre 10 is using is available for sale to their competitors

• Likelihood of earthquake and/or other natural disasters in some branches risks damaging expensive ICT equipment

• Periods of AU/NZ dollar decline.

• Online purchasing will give the opportunity to the hackers to track and redirect the website to fake website and steal the money.

3.3 Balance scorecard analysis

A balanced scorecard is a performance metric used in strategic management to identify and improve various internal functions of a business and their resulting external outcomes. Data collection is crucial to providing quantitative results, as the information gathered is interpreted by managers and executives, and used to make better decisions for the organization.

Financial Perspective
Objective	Measure	Target	Initiative
Increase the sales	Net cash in  for The current year higher than the previous year	5% a year	Website and Mobile App: Re-engineer the current website and mobile app to increase the online shopping
Reduce the cost	The money lost this year less than last year	15% a year	Store Management Reduce the stealing, damaged goods, Over stock and maintenance by using a security system and inventory system to manage and monitor the store

Customer Perspective
Objective	Measure	Target	Initiative
Increase the customer trust in the company	More customers shopping	5% a Year	Create an online survey to get a feedback from the customers to improve the performance and customer needs.
Make people and companies open shopping accounts	More people and companies opening accounts	5000 extra  customers a year	Allow to customers to make an online accounts and get a emails and notifications about any sales and promotions and allow them to use their discounts and flybys points

Internal perspective
Objective	Measure	Target	Initiative
Make a better decisions  in management level	Less time and money wasting in each projects	20%	Use the data analysis, project management and other applications to help organize any project in the store in the right time. plan and design then implement
Make a higher standard in the company	Higher rate in the retail , health and safety, regulations inspections	100%	Record all the accidents, Risks and complains and Monitor them through a software system to minimize the opportunity from it happening again.

Learning and growth perspective
Objective	Measure	Target	Initiative
Increase the product knowledge and sales technic	The number of specific product sold before and after the training	15%	Increase the online trainings with the best training methods
More educated staff that have a good understanding for the business planning and goals	More staff  have completed a retail and business certificate	90%	provide an online courses that can help to complete the certificates

                               Portfolio B    

 

 

Student name	section
Ashwin Vinayan	executive summary, 5 ploicies
Parshil Shanker	ICT Roles
Omar Ibrahim	Risk Management, 6 ICT roles
Shyam Mohan	ICT policy template, ICT policies
Saif alhamdany	Improvement of portfolio A Highlited with yellow

 

 

 

 

 

Executive Summary

This report examines the current ICT infrastructure of mitre10 New Zealand, a leading warehouse, and analyses its effectiveness based on the current ICT trends. Methods of analysis include SWOT, balanced scorecard and Gartner Quadrant Analysis.

Results of the analysis show that Mitre10’s ICT infrastructure has been used well to automate their processes, reduce errors, and reach out to their customers. Nevertheless, there are a lot of technologies being developed overseas that interface with a retailer’s suppliers and customers that can be used to the company’s advantage. The Mitre10 currently leads in both the completeness of vision and ability to execute against their competitors in the ICT area.

The report finds that the political, economic, social, and technological factors are suggesting that it is in mitre10’s favor to invest more on improving their technology but they should minimize the hiring of ICT personnel. These investments should be for technologies that interface with their customers and suppliers, improve their supply chain process, and provide greener replacement to their old equipment. Cutting edge technologies are being developed in other countries that would fit their needs but the Mitre10 must be aware of issues such as possible breaches to privacy laws that they need to address first before adopting said technologies.

We therefore propose that aside from the usual updating/upgrading hardware and software, mitre10 should introduce a cloud based system to help reduce computing workload for each store. Through the use of the Cloud, data analytic software can be used to help identify trends in different regions/areas that mitre10 operate in which can also help reduce workloads of work staff as well. Further improvement can also be gained through the development of an auto stock ordering system which works in conjunction with the Data analytic software complimenting each other only requiring confirmation from management to fulfill orders. We also propose that advertisement be enhanced by developing the mitre10 App further to incorporate daily deals for local stores to get customers into the store therefore increasing sales of other goods. Another addition would be incorporating an anonymous customer feedback/satisfaction survey to gather feedback in order to help improve the business.

To facilitate the above suggestions, we also recommend to hire a few people in the ICT team. Particularly, we propose hiring a Senior Cloud Admin to lead the Cloud Migration team, a Data Analyst to maximize the usefulness of the data collected by the new system, and an IT Marketing Specialist to help develop technology for promoting mitre10 and interfacing with the customers. In addition to these, the current IT department’s job scope will have to be reviewed to allow for the proper management of the new technologies.

Key ICT Roles Description

ICT head chief

The manager over all the departments and the responsible person about the Planning and upgrading the system and direct the mitre10 system.

Senior software engineer

Software engineer are highly qualified professionals with great experience. They design the software concept to share with the engineering team so that they can create it. They can also mentor the junior software engineering team so that they are heading in the correct path.

Software engineers

The software engineers try to create the software designed for the company/clients. They must follow the instructions given by the senior software engineer in order for the software to be successful. They must have some qualification with knowledge of coding, design, data structures, software testing/debugging etc.

Software developer

Once the software is created and tested, the software developers job will be maintain the software. They will give feedback to the engineering team regarding the software. The developers are also in charge of how the software gets on the market including the pricing proposals. They can also test the program again and see where improvements are needed so that they can get back to the engineering team.

Testers

The testing team is there to assure that the software is successful. They test the software by checking for bugs, glitches etc. once they have found errors on the software they will report it back to the engineering team where it will be improved. Even when the software is up on the market, they test the software regularly as there could be bugs every now and then.

Senior database administrator

The database admin is responsible for maintain the company’s database systems. They use a database software to store information such as employee details, stock, company’s vital data etc. They also migrate users into the system using user migration tools.

 

 

Server/system admin

The admins are in charge of the company’s server. The company has a domain and sub-domains within it, the admins will maintain the server. The tasks include creating policies for the computers under the domain, installing software’s, monitor systems, maintain security etc.

Senior cloud administrator

Cloud admins monitor and manage the company’s cloud service. They use a suitable cloud application to configure for their clients/company. The tasks include setting properties, security configurations, monitor automated systems, establishing virtual private networks.

ICT Technician

The ICT technician is responsible for managing, maintaining and developing ICT equipment. They are required to maintain the network within the company for example having to look into any network issues. Other tasks include reporting faults of hardware, resolve hardware/software issues.

Website developer

The website developers create a website from scratch using HTML/CSS. They require programming skill so they must have a good qualification. Their job is to plan out the website then design it using a suitable software.

Business analyst

Developing a technical solutions for the business problems. And increase the company efforts by analyzing the data.

Digital marketing

Watching the online marketing strategy for Mitre10. They plan and execute digital marketing technology and design. maintain and supply content for the mitre10 website

IT Service Desk.

They provide 1st level on call support by receiving calls and handling some of the incidents and Requests, Tickets by using management application.

Network engineer

They work with Mitre10’s computer network, using information technology to make network systems for all employees to use. These data networks can include local area networks (LAN) and wide area networks (WAN).

IT Security engineer.

They help to safe mitre10’s PCs networks and systems. They plan and carry out security measures to monitor and protect sensitive data and systems from infiltration and cyber-attacks.

 

9. ICT Risk Management Plan.

• The practice of identifying potential risks in advance, analysing them and taking protective steps to reduce and control the risk.
• This risk management plan identifies ICT risks to Mitre10 and analyse and finds the procedures to eliminate or managing these risks.
• I have used my past experience as framework plan. I worked in service desk for nearly two years.

9.1 Potential Risks

• Data loss
• Power outage
• Lack of system performance
• Outdated system
• Lack of skilled people
• System failure
• Hacking
• Natural disasters
• Misuse
• Information leaking
• Lack of planning
• Stealing

There are four ways to deal with the risk

1-Avoid – stop the activity that may increase the risk, eliminating the risk.

Risk avoidance is not commonly practice as it results in not being able to

Achieve the associated opportunity.

2-Treat – implement control steps to reduce opportunity for the risk

. Risk treatment is the most commonly selected risk treatment.

3- Transfer – transfer or share all or part of the impact of the risk with a

Third party. The most common risk transfer techniques are insurance and

Outsourcing.

4- Accept – IT Department may choose to accept a risk. Risks are usually

Accepted if they are measured within the business’s defined acceptable risk

Tolerance level. However, they may also be accepted when it is not practical to avoid, Treat or transfer the risk.

 

 

 

 

 

 

 

 

Risk management workflow

 

     

Risk Management details table

	Risk	description	Impact to the business	Likelihood	Responsible Person
1	Data Lose	Data lose has a high impact to mitre10 due to all the prices and invoices stored	High	Medium	IT system engineer at the head office at Albany
2	Power outage	Power outage has a high impact due to stopping all the IT equipment	High	low	Local store manager in each store
3	Lack of system performance	A slow system can decrease productivity and efficiency	Medium	Medium	IT Department manager at Mitre10 head office Albany
4	Outdated system	As technology is always changing, having an old system could have a negative impact both performance and security	Medium	Medium	IT department manager, Software developers, Network engineers
5	Lack of skilled people	Employees have no knowledge in IT and system engineers have no experience	Medium	Medium	HR, Store managers, IT department manager
6	System failure	System will stop working for any reason like storage failure, or operating system failure	high	low	All the IT engineers
7	Hacking	Hackers pose a high threat to Mitre10	High	low	Network engineers, IT Manager, software developers, security engineers
8	Natural Disaster	Natural disasters could destroy physical infrastructure and cause a lot of data loss if everything is kept on-site.	High	low	All the store managers and IT department manger
9	Misuse	staff can misuse the system By downloading or opening sites, that can put the system in hacking, slow	High	Medium	Network engineer, security engineer ,
10	Information leaking	Staff can give some critical information about mitre10	low	High	System engineer , security engineer
11	Lack of planning	System engineer delays the procedures that needed to the system to get it fixed	Medium	Medium	IT department Manager, service desk
12	Stealing	Hardware equipment can be stolen	Medium	low	Local store managers, IT security engineer

	example	results	Action
1	Data lose due to fire or storage failure	Losing data and all the invoices and prices extra	Back up  data daily at more than one place local and cloud
2	Power cut due to maintenance	All the system will stop so no online shopping or local	Organise a backup power like generator or a power bank
3	Very slow system and slow opening website , slow check out process	Losing money because it will slow the online process and check out process	Always monitor the system speed and fix any issues can slow the system like operating system update
4	Old hardware like switches, routers, CPU servers. Software like operating systems, application,	Slow system and lot of  system crashes, hacking	Always update the system with latest hardware and software and add another new hardware or software  if required
5	Employee does not use the system as should be, IT engineer install the wrong application	A lot of maintenance to the system due to lot of mistakes	Train all the new staff and show them how to use the IT equipment and train the exist staff as required
6	System stop due to storage failure, network failure due to old switch	Stop all or some IT equipment which will cause stop the business or reduce the performance	Regular maintenance, create server fail over cluster, have a spare IT equipment like switches and PCs
7	Data encrypted due to a malware, data lose due to remote hackers,	Losing data, losing money due to losing important data or fix the problem,	Install the latest antivirus, , install network monitoring software solar winds,
8	Earthquake	Loss all the hardware and data due to the massive damage	Keep a backup data in the cloud service, keep a spare hardware, organise a remote server
9	Staff open their email and open attachments	System hacking or slow down the system	Strict the access so staff cannot open, change, add anything
10	Staff gives passwords to friends	Hacking, information leaked	No external access unless its needed, all the passwords kept with few authorized staff, password change regularly.
11	Some PCs need to be fixed	Reduce the productivity and slow the work	All the service desk tickets to be done with specific time that does not affect the business
12	Managers Laptop got stolen	Losing critical information	All the PCs must have passwords, the data inside has to be encrypted and backed up

ICT Policies .

SECURITY MANAGEMENT POLICY		Policy #1
		Effective Date: 01/01/2017
Purpose Statement	The main aim of this policy is to ensure safety to the credential and database of the Mitre10 from hacking or misuse of the information.
Introduction	1.Mitre10 uses most secure shopping technology to protect customer credit card details. 128-bit secure sockets layer software (SSL) is used to encrypt the information that is entered by the user so that the information is directly sent to the bank rather than storing that information. This technology is implemented to prevent hacking or unauthorized use of customer credit card details. This section is handled by the information technology department of the Mitre10.
Scope	2. The scope of this policy includes customer as well as employee of MITRE10
Policies and procedure	all the staff must be equally responsible for upholding the privacy of the customer related data. Proper connectivity must be maintained to ensure smooth and proper transaction of credit card details with the bank. The storage and database must be well protected from other unauthorized physical access. Usage of unauthorized or pirated version software’s in any ICT infrastructure device is strictly restricted. Installation and approval of any software in any ICT infrastructure device must be in accordance or in approval with the IT department. All staff must consent to the security policy and any Suspicious acts must be reported.
Policy Officer:	Senior software engineer and Senior database administrator             Revision Date: 01/01/2018

PRIVACY POLICY		Policy #2
		Effective Date: 01/01/2017
Purpose Statement	The purpose of this policy is to ensure privacy and safety to the customer information collected, stored and used by the MITRE10. This policy also ensures that the employees must be aware about the standard and guidelines of this policy.
Introduction	1. Mitre10 is one among the most trusted stores in New Zealand. Mitre10 collect, stores and uses the customer data within the store and is used for utility purpose with proper guidelines. Mitre10 makes sure that their policy complies with the privacy act 1993 and even tries to improve them to meet the better industrial result. Mitre10 was awarded data warrant register (DWR) certification. This policy is applicable to all MITRE10 staffs irrespective to their designation.
Scope	2. the privacy policy is applicable to all the employees of MITRE10.
Policies and procedure	Any data which is collected from the user must be stored within the Mitre10 database storage and should not be used for any other purpose other than those proposed by the information technology department or HR department. The customer related data must be only used to improve warehouse information system or for warehouse analyses. All employees are entitled to safeguard the customer data received during the work time and to consider it confidentiality. The data’s are to be stored in a secure servers and database which must be physically impossible to access for unauthorized personals and to secure it with handy passwords and codes. All the employees must be explained with the importance and necessity of privacy policy, the policy must be read and signed by the staffs.
Policy Officer:	Server /system admin and HR department                               Revision Date: 01/01/2018

USER MANAGEMENT POLICY		Policy #3
		Effective Date: 01/01/2017
Purpose Statement	The purpose of the policy is to implement the measure to access the technologies and information of the Mitre10  in a guided manner and to offer simplicity and security to the USER account and information.
Introduction	This policy deals with the account and passwords created and maintained within the ICT infrastructure for the proper running of business and to update the device or account status in certain predetermined time. This policy is applicable to all employees of MITRE10 that uses its ICT devices. Information technology department and HR department are responsible for supervising and implementing this policy.
Scope	This policy is applicable to all those employees of MITRE10 that uses ICT user account.
Policies and procedure	The staff that uses the ICT Devices must abide by this policy to safeguard Mitre10’s data as well as their personal account information Staffs must be aware of their restrictions and duties. Must not transfer any credential information regarding their ICT account to other. Any critical changes made by the staff  to the ICT system should be monitored and authorized by a superior official. The staff details must be updated on regular basis, any unwanted or unused accounts must be deleted for further security. The number of access to certain systems are restricted based on designation and duties assigned to the staff. Passwords for every account must be changed on regular basis and must be recorded and supervised by a senior official from HR department or IT department.
Policy Officer:	Senior software engineer and ICT technician    Revision Date: 01/01/2018

BYOD POLICY		Policy #4
		Effective Date: 01/01/2017
Purpose Statement	The purpose of this policy is to inform the employees of MITRE10 about the conditions and restrictions applied on using their personal devices or gadgets while at working hours.
Introduction	Nowadays employees are in a trend to bring their own personal gadgets to the workplace. The necessity of this policy is to create awareness among the staff about the terms and restrictions while using such device in the working hours
Scope	The scope of this policy includes customer as well as employee of MITRE10
Policies and procedure	Employees are not allowed to use their personal device (other than official use) during their workhour. Mitre10 offers the privilege of offering free internet through Wi-Fi on site. Number of entries are restricted to one device per person and a usage of 500mb per day. Employees are restricted in using their cellphone while they are at work. Usage of data are monitored and accessing of certain websites are restricted. Security check is to be processed while accessing a device. Employees are restricted to download official data from the main server to their personal device.
Policy Officer:	ICT technician            Revision Date: 01/01/2018

COMMUNICATION POLICY		Policy #5
		Effective Date: 01/01/2017
Purpose Statement	The purpose of this policy is to make aware of the effective use of communication among the employees inside MITRE10.
Introduction	It gives the idea of acceptable and non-acceptable standards of communication within the organization. It enhances the communicational skill, profit and efficiency of MITRE10 by improving the communication level between the customers as well as among the employees itself
Scope	The scope of this policy includes customer as well as employee of MITRE10
Policies and procedure	Company phones are provided for the staff during the working hours to make necessary official calls Email are used commonly among staff as an official media of communication among different levels of designation. Views on social medias are provided by certain designated people. All the communication systems are to be used properly as explained during the training period. Accessing or attempt to access unauthorized communication system is considered offensive.
Policy Officer:	ICT technician and Server/system admin                              Revision Date: 01/01/2018

 

 

References

1. WIKIPEDIA. (2017, NNOVEMBER 06). mitre10- management of ict.           Retrieved from https://en.wikipedia.org/wiki/Mitre_10_(New_Zealand)
2. google. (2017, NNOVEMBER 06). mitre10- management of ICT. Retrieved from http://www.stuff.co.nz/business/industries/63420191/mitre-10-boss-a-lifelong-retailer
3. google (2017, NNOVEMBER 06). mitre10-management of ICT. Retrieved from https://www.mitre10.com.au/
4. mitre10. (2017, november 6). mitre10- management of ICT. Retrieved from https://www.mitre10.co.nz.
5. (n.d.). Homepage – New Zealand Hardware Journal. Mitre 10 FY2016 – New Zealand Hardware Journal. Retrieved from http://www.hardwarejournal.co.nz/articles/2016/november/07/mitre-10-fy2016/.
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