The Baggage & Trunks Co Ltd was established in 1903 and has established a strong national reputation for the production of luggage goods noteworthy for their strength and robustness. Early in the development of the company they established a market, which continues to enjoy an international reputation, for baggage specifically designed for scientific discovery voyages and overland travel suited to a wide variety of climatic conditions in China. However, recently this market has seen a steep decline as cheaper versions are produced by rival companies in other countries. In the 1970’s the company expanded their line of travel products to include a middle priced range aimed at young students travelling overseas. This line of goods has been and continues to be very successful. In the interests of continuing to fulfil the needs of an ever-changing marketplace the company needs flexible information systems designed to continue to build on their past success.

Background and History
The original records management system based on traditional paper filing systems including client records, sales records and accounting information is still in existence, retained in the interests of maintaining the legacy records of the company. The files are in a poor state of preservation, consisting of large hand written ledgers and manila folders filed in standalone filing cabinets, the indexing based on keyword and by year. The company position of Records Manager has not been filled since 1983 when a long serving company employee retired. Still housed in the basement of the company offices, this resource is no longer managed and is entirely unused.

From the end of 1993 the company began installing personal computers in each of the sections of the company, with the exception of Human Resources who continued to maintain a paper based filing system. Sections were responsible for the maintenance of their own records. In 1986 the company established a small information technology section, attached to the accounting department, consisting of one junior technical position and a senior technologist. The primary task of the new section was to maintain and upgrade the existing electronic accounting system.

In early 1992 the managing director of the company realised that the record keeping processes since the closure of the old record management section had deteriorated to the extent that he was very concerned that the company was in breach of legal requirements for the maintenance of company records. He instructed the technology section to begin looking at electronic document managements systems as a solution to allow the company to distribute, store and archive their documents and reports more efficiently. Two more members of staff were added to the technology section at the start of this project that turned out to be a complete failure. The technology section implemented a proprietary software solution which substantially failed to meet the business objectives of the company. It was finally abandoned a year after implementation, when management complained that they failed to understand exactly how the product worked and found the interface too difficult to use. The in-house training process was badly managed and few in the company were competent in the use of the system. In addition backup was a major problem with the software and extra time and money had to be spent on manually backing up vital records.

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