This report examines the information technology and telecommunications challenges facing Coach, Inc. as the company expands into international markets. It identifies core problems including system incompatibility, outdated wireless networks, and fragmented IT infrastructure caused by ad hoc modifications over several years. The report proposes solutions such as Business Analytics Software, cloud computing, and high-speed broadband integration. It also presents a structured questionnaire framework for assessing IT policy, development, training, and communication. Additional sections evaluate criteria for justifying IT investment using cost-benefit and ROI analysis, recommend specific vendors for operations, sales, payroll, and HR functions, and discuss the risks and trade-offs of outsourcing Coach Inc.'s IT department.
Coach, Inc. prides itself on establishing one of the world's most recognizable brands. Through its high-end products, Coach, Inc. has captured an elite section of the market and has grown in both size and reputation since its founding in Manhattan. With this growth comes expansion into international market spaces, and the need to coordinate across borders without flaws has become a paramount priority (Olbeter, 2004). In order to ensure this process is as effective and efficient as possible, it is imperative that the appropriate telecommunication systems are in place.
All businesses experience some level of "growing pains," and Coach, Inc. is no different. In its quest to become the largest high-end retailer in the world, Coach, Inc. has been forced to contend with parts of a telecommunication system that are outdated, outmoded, and at times unreliable. Numerous individuals have experienced losses of vital data, a lack of communication within virtual groups, and difficulty sharing information across departmental boundaries. Over the past several years, the systems have been modified in an ad hoc manner; however, this has only served to increase the level of incompatibility within the overall organization. Many of the sub-systems are unable to effectively communicate with one another because the underlying platforms differ in their core architectures.
The purpose of this report is to identify the main telecommunication issues currently plaguing Coach, Inc. These problems span the categories of telecommunications, wireless network integration, and IT network performance. Furthermore, this report will identify several critical solutions that can be implemented to resolve the majority of these problems. It will also include a proposed information-gathering framework responsible for ascertaining all relevant information pertinent to all telecommunication systems, as well as identifying the potential shortcomings of this methodology and how they can be overcome. Finally, this report will identify and evaluate criteria for justifying IT investment within Coach, Inc., identify potential outside vendors, and address concerns the company would have with outsourcing its IT operations.
The common issues within Coach, Inc. were stated at the outset of this report. The telecommunication systems have been addressed on an as-needed, or ad hoc, basis, making system compatibility a central problem. When underlying platforms are not compatible within a telecommunication system, the risk increases that certain platforms will be unable to communicate with one another. One contributing factor is the lack of uniformity in the hardware and software used within Coach, Inc.'s telecommunication infrastructure. The hardware and platforms come from a variety of vendors, each with its own unique subset of qualities. As a direct result, telecommunication system A may not be able to effectively communicate with telecommunication system B due to basic hardware incompatibility.
In addition to the telecommunication issues, Coach, Inc. faces a host of wireless network problems. The development of a well-functioning wireless network is pivotal for the effectiveness of virtual, global teams (Miller, 2010). The issues currently affecting Coach, Inc.'s wireless networks involve components nearing obsolescence, making it difficult at times to communicate across departments. There is also difficulty in conducting intradepartmental meetings across offices and sectors due to incompatible and outdated technology within portions of the wireless network.
The overarching problem within Coach, Inc.'s telecommunication sector lies in the overall IT network. The Information Technology network combines the software architecture and overall network design that links the various departments at both domestic and international levels (Combes, 2010). Various components within the IT network have been modified piecemeal, yet there has not been a holistic review, diagnosis, and remediation of the extensive incompatibility problems that have accumulated over several years. These problems have also made it difficult to create and maintain virtual working groups so that departments and divisions can exchange information in real time and improve productivity (Park, 2008).
These issues do not constitute an exhaustive list; there are more specific, highly detailed problems that have manifested within Coach, Inc.'s IT networking. The following section examines the main solutions that can be integrated into the Coach, Inc. IT network.
The first solution to the multitude of issues Coach, Inc. faces involves using current Business Analytics Software to analyze customer flow, coordinate sales and task forces, and analyze revenue streams across a variety of platforms, sectors, and regions (IBM, 2010). Business Analytics Software (BAS) fulfills a number of critical functions. First, it increases Coach's ability to attract new customers while tracking the spending habits of existing customers. Second, it allows for the production of various scorecards that enable Coach to monitor revenue performance across several different product lines. BAS also provides tools to improve and enhance customer service operations, as well as improving cross-marketing platforms within the network, which allow Coach, Inc. to develop new revenue streams. Lastly, BAS can improve the effective allocation of resources and ultimately lead to lower labor costs (IBM, 2010). Business Analytics Software represents a highly capable category of business software that can enable Coach, Inc. to attain its corporate goals, allowing management to make business decisions and implement strategy across the corporate landscape with the advantage of having real-time sales and product information at their disposal.
IBM also offers several other innovative solutions for the IT network. One of the more notable solutions involves the use of cloud computing through the IBM network. Cloud computing offers a workload-centered, sophisticated, and enhanced customer service model along with managerial capabilities that allow new IT solutions to be shared across offices and even across borders. The cloud computing platform incorporates enhanced platform effectiveness built behind Coach, Inc.'s firewalls to generate improved performance.
Another integral solution that can address the issues experienced within Coach, Inc. is improving the broadband network within the organization. Upgrading or replacing the current wireless network with broadband technology has the potential to improve the effectiveness of the overall network and allow for ease of communication across the infrastructure. Including high-speed broadband within the software framework will allow modifications to occur within the overall network without major interruptions in service, enabling flawless and seamless integration of information across all levels and fostering a more vertical integration of customer, product, revenue, and sales data.
"Questionnaire framework for IT policy assessment"
"ROI criteria, vendor recommendations, and outsourcing risks"
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