5 step PDF

Preview

Summary

Here is 5steps prepare for the test in class....

Description

General Information System Description Objective: Create a General Information System Description for the following scenario Scenario Allen’s Audio Mart has 5 branches throughout Perth and provides a range of home and car audio systems. You have been hired by Allen’s Audio Mart to create a Customer Complaints Resolution Information System to determine the purpose of customer complaints and how best to resolve these complaints. Customer complaints can be for faulty products or unsatisfactory installation of products. All customer complaints are submitted to reception either over the phone or by email. Receptionists must record and save these complaints which are categorised as a complaint for a faulty product or unsatisfactory installation. Faulty product complaints are sent directly to the manufacturers whereas unsatisfactory installation complaints need to be resolved internally by branch managers. Each branch of Allen’s Audio Mart has 5 installation staff, 2 receptionists, 3 sales people, 2 finance staff and a branch manager. Allen’s Audio Mart has the following resources that could be used in the new system if needed: computers with Microsoft office (Word, Excel, Power Point and Access), electronic databases, filing cabinets, staff as required and any of the company records. Roles: 

Branch Manager – Responsible for all operational activity within each branch



Installation staff (5) – Responsible for installing customer products



Receptionists (2) – Responsible for administrative matters and greeting customers



Sales people (3) – Responsible for the sale of products and liaising with suppliers



Finance staff (2) – Responsible for all financial matters relating to Allen’s Audio Mart.

Requirements The General Information System Description must contain: 1. A computerised and non-computerised processor.

2. A computerised and non-computerised store.

3. Identify the necessary information required by all processors and where the information originated from (i.e., users).

4. Identify the necessary information provided to all necessary users.

Step 1 – General Description Title : Customer Complaints Resolution Information System (CCRIS) Purpose

The purpose of the system is to handle customer complaints and process them in an effective manner.

User

Function

Customer

Make the complaints

Manufacturer

Receive the complaints of faulty parts and record outcome

Branch managers

Receive the complaints of faulty installations record outcome

Instance

Allen’s Audio Mart, Perth Western Australia

Step 2 – External Description Inputs

Outputs

Customer Provide complaint details

Customer Receive the outcome of complaint

Branch Manager/ Manufacturer Provide outcome of complaint

Branch Manager Receive the complaint on faulty installations Manufacturers Receive the complaint on faulty parts

Information Processing Receptionists receive the complaints from customers via email or phone and records the complaint using the CCRIS portal software and selects the complaint type. The CCRIS portal software records the complaints and forwards the complaints to the right person based on the complaint type

Information Stored Customer complaints are stored in the complaints database. Complaints received by emails are printed and stored in a filing cabinets

System Boundary

Internal Receptionist (NCP) Portal Software (CP) Complaints database (DS) Filing cabinet (NCDS)

External (Users) Customer Branch Manager Manufacturer

Step 3 – External View Diagram

User: Customer User: Customer Input: complaints details

Output : complaint outcome CCRIS

User : Branch Manager

User : Manufacturer

Input: outcome complaint

Output:complaint on faulty parts

of

User : Branch Manager

User : Manufacturer Input: outcome complaint

of

Output: complaint on faulty installations

Step 4 – Internal Description Processor Computerised Name: Portal Software (CCRIS) Description: Captures the complaint and records it and forwards it to the appropriate recipient. Process: 1. Retrieves the complaint information from the database 2. Forwards it to appropriate recipient based on the complaint type 3. Records the outcome of the complaint

Processor Non computerised

Role: Receptionist Description: records the customer complaint and selects the type of complaint Process: 1. Listens to customer complaint and determines the type of complaint 2. Selects the appropriate recipient to receive the complaint

Store Computerised Record : Complaint details Fields : Complaint no, complaint description, customer details, outcome

Store Non computerised Record: email details Fields: customer email address, data and time, complaint description

Networks Internet – customer sends email to company via the internet and CCRIS forwards email to manufacturer. Also for manufacturer to connect to CCRIS to update complaint resolution status (VPN) LAN to connect the CCRIS to the complaints database and connects manager’s terminal

Step 5 – Internal View Diagram

Filing cabinet

Receptionist

Complaints database

Portal software

LAN...