Project of System Analysis and design
ksalenazy
Sol.docxProject of IT243
Customer Service
For
Electronic Store
Part 1: Planning Phase
Project Identification
In our group we decide to focus on an E-Store Customer Service. Customer Service is an important part of an organization because it is provide services to customers before, during and after a purchase. Which is affect positively or negatively on the organization.
Problems:
1-Marketing current product.
2-Writing daily report of customer service actions.
3-Follow-up customer complains.
4-After-sales services.
5-Responding to inquiries.
Goals:
1-Gain customer satisfaction.
2-Achieve the highest sales rates.
3-Collect large database of customers.
Feasibility Study
1) Technical Feasibility:
· Users’ and analysts’ should be familiar with the application Yes
· Project will be familiar with the new technology Yes
· Project size is good.
2) Economic Feasibility:
Economic feasibility is also called a cost-benefit analysis that identifies the financial risk associated with the project.
A) Development Costs:
Salaries: 12K per month
Hardware and software expenses: 60K one time.
B) Operational Costs:
Salaries for operation staff: 10K.
Software licensing fees: 50K.
C) Tangible benefits: This includes revenue that the system enables the organization to collect, such as increased sales. 30% Increased Sales.
D) Intangible benefits: Hard numbers to determine right now.
ROI = Total benefits – total costs.
3) Organization Feasibility:
Does the system ultimately will be accepted by its users and incorporated into the ongoing operations of the organization? Yes
SDLC Methodology
The plans created during this phase will help us to choose the project Methodology, manage time, cost, quality, change, risk and issues to ensure that you deliver the project on time
I have used waterfall model for many reasons
· It is simple and easy to understand it_
· It is easy to follow it; each phase has specific outputs.
· Each phase is processed and completed, and then the next phase is begun
· Verification at each stage ensures early detection of errors.
Gantt chart
|
Task |
Assigned to |
Start |
End |
Duration |
|
Cost Analysis Preparation |
Mohamed |
4/11/2018 |
30/11/2018 |
26 days |
|
Meetings |
Ahmed |
6/11/2018 |
6/12/2018 |
30 days |
|
Gathering Requirements |
Karim |
20/11/2018 |
21/5/2019 |
180 days |
|
Stakeholders Meeting |
Mostafa |
1/1/2019 |
2/2/2019 |
31 days |
|
Meeting Minutes |
Mahmoud |
1/1/2019 |
20/1/2019 |
19 days |
|
Displaying a simple model |
Omar |
2/2/2019 |
2/5/2019 |
90 days |
|
Printing Documentation and Reports |
Amr |
1/6/2019 |
1/7/2019 |
30 days |
Part 2: Analysis Phase
A) Functional requirements:
1-Marketing current product.
2- Writing daily report of CS.
3-Follow-up customer complains.
4-After-sales services.
5-Responding to inquiries.
B) Nonfunctional requirements:
1- Secure access of confidential data (customer’s details).
2- 24 hours availability.
3- Easy to maintain.
4- System should be portable for to different platforms.
5- Reliability.
Use cases:
|
Importance level: High |
ID: 1 |
Use case name: Receive customer inquiries by employee. |
|
|
Primary Actor: employee second Actor: customer |
|||
|
Short description: This is use case describes how employee receives customer inquiries and how to answer them. |
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Trigger: Click on customer service icon |
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Type: External temporal |
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Major output |
Major input |
||
|
destination |
Description |
Source |
Description |
|
employee |
Answer |
Online Store database |
Customer account |
|
|
|
customer |
Get inquiries |
|
Information for steps |
Major Steps performed |
||
|
Get answer from customer service
|
1- employee receives the inquiries Emil 2- Looking for an answer to Inquiries 3- provides the answer to the customer 4- Re Send an email to ensure the feasibility of the solution |
|
Use case name: after sale services |
ID: 2 |
Important level: high |
|
|
Primary actor: employee Secondary actor: customer |
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Short description: this use case describe how employee serve out the after sale that customer need |
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Trigger: click on customer service icon |
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Type: External temporal |
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Major input: |
Major output: |
||
|
Description |
Source |
Description |
Destination |
|
Request after sale service |
Customer |
Provide after sale service |
Customer service dep |
|
Major steps performed: 1- Employee receive the service customer need. (maintenance, transport and assembly) 2- Employee determine the concerned department. 3- Employee inform the concerned department. 4- Employee ensure the concerned department receive the order and schedule an appointment. 5- Employee receive a response from concerned department. 6- Employee response to the customer. |
Information for steps:
the concerned department
customer |
|
Importance level: High |
ID: 3 |
Use case name: Writing daily report of customer service actions |
|
|
Primary Actor: employee second Actor: customer |
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Short description: This is use case describes what has been done in customer service field to show what has been achieved from work. |
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Trigger: press daily report icon. |
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Type: External temporal |
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Major output |
Major input |
||
|
destination |
Description |
Source |
Description |
|
employee |
report |
vendor |
product Information |
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|
|
customer |
Complain |
|
Information for steps Collect all information from Following-up with customer complains, and after-sales services, responding to inquiries.
Daily report window will open New form create Send it to administration.
|
Major Steps performed 1- Collect all data from customer service section.
2- Click daily report icon. 3- Press add new report. 4- Write report details. 5- Click submit button.
|
Data Flow Diagramming:
Process no.1
ERD Diagram:
Architecture Design:
|
http://www.on-store.org |
|||||||
|
Home |
Product |
Register |
My Account |
Customer Service |
Live chat |
Shopping cart |
Contact us |
|
Welcome..!!! |
|
http://www.on-store.org |
|||||||
|
Home |
Product |
Register |
My Account |
Customer Service |
Live chat |
Shopping cart |
Contact us |
|
Welcome..!!!
Firstname:-----Lastname:-----Address:---Zipcode:-- Birthdate:---City:---Phone:---Email:---
|
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http://www.on-store.org |
|||||||
|
Home |
Product |
Register |
My Account |
Customer Service |
Live chat |
Shopping cart |
Contact us |
|
Welcome..!!!
Username:---Password:---- New Customer Your orders: ******** ******** ******** Service Requests:------- Saved Items:---------- Recommendations:-----------------------------------------
|
|
http://www.on-store.org |
|||||||
|
Home |
Product |
Register |
My Account |
Customer Service |
Live chat |
Shopping cart |
Contact us |
|
Welcome..!!!
Select Product: BestSelling:--NewProduct:-- Buy Add to cart Complain |
Data Storage Design
Multidimensional DBMS: A multidimensional database management system (MDDBMS) provides a multidimensional view of data. For instance, in multidimensional analysis, entities such as products, regions, customers and dates represent different dimensions.
MDBMSs are well known for their ability to present data in top level views. The main advantages of using a multidimensional database system are:
· Increased performance
· Easy maintenance
· Enhanced navigation and data presentation
