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Case Study# 5
Corporate Information and Physical Locations
Contoso, Ltd, produces waterproofing materials used in multiple applications including clothing
and outdoor construction. Contoso has 8,000 employees and expects employee growth of three
percent in the next year. The Sales department (Sales) has 200 sales staff scattered throughout
the company’s 20 global offices. Sales is responsible for about 75 percent of the company’s
revence stream. Annual revenue is $1 billion.
EXISTING ENVIRONMENT
Existing Business Processes
Opportunity Development:
Sales Executives maintain customer contact information in Microsoft Office Outlook.
Sales Executives use Microsoft Office Word and Microsoft Office Excel templates to generate:
Pipeline reports
Business profies
Opportunity profiles
Opportunity assessments
Existing Technology Infrastructure
Contoso has an Enterprise Agreement (EA) that includes Microsoft Office 2007. Currently, Office
2003 is deployed to all users. Contoso uses Outlook to manage calendars and business contacts.
Contoso uses Word templates for account planning. The Sales department has a third-party
customer relationship management (CRM) application named App1. App1 opens multiple
windows to access the calendar, contacts, workflows, progress reports, and customer
information. App1 has a data connection service that enables users to access the application
data by using Office 2007.
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You need to identify which question to ask key stakeholders when assessing how to improve the
Contoso sales process. Which question should you ask?

A.
What is the software life-cycle for App1?

B.
What is the attrition rate for the sales department?

C.
How much does each revenue-generating Sales department employee cost per hour?

D.
How many revenue-generating Sales department employees utilize App1 information to
access and update key account information?