C188 Final Design Assessment PDF

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Final Design Assessment for course C188...

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NUP1: Software Solution

American Video Game Company

CRM System Proposal Business Vision Document/Business Requirements

Caleb Blomberg [Version 2.0]

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NUP1: Software Solution

CRM Requirements

CONTENTS A. Project Introduction................................................................................................................................ 3 A.1.

Purpose Statement........................................................................................................................... 3

A.2.

Overview of the Problem.................................................................................................................. 3

A.3.

Goals and Objectives........................................................................................................................ 3

A.4.

Prerequisites..................................................................................................................................... 3

A.5.

Scope............................................................................................................................................... 3

A.6.

Environment..................................................................................................................................... 3

B. Requirements......................................................................................................................................... 4 B.1.

Business Requirements.................................................................................................................... 4

B.2.

User Requirements........................................................................................................................... 4

B.3.

Functional Requirements.................................................................................................................. 4

B.4.

NonFunctional Requirements........................................................................................................... 4

C. Software Development Methodology..................................................................................................... 5 C.1.

Advantages of the waterfall method................................................................................................. 5

C.2.

Disadvantages of the waterfall method............................................................................................. 5

C.3.

Advantages of Agile.......................................................................................................................... 5

C.4.

Disadvantages of Agile..................................................................................................................... 5

C.5.

Best suited - Waterfall....................................................................................................................... 5

D. Design................................................................................................................................................... 6 D.1.

Flowchart.......................................................................................................................................... 6

D.2.

GUI Mock-Ups with Mapping............................................................................................................ 8

E. Testing................................................................................................................................................... 9 E.1.

Testing Specifics............................................................................................................................... 9

E.1.1.

Create Contacts............................................................................................................................ 9

E.1.2.

Query Graphs............................................................................................................................... 9

E.1.3.

Hard Delete Contracts................................................................................................................. 10

F. Sources................................................................................................................................................. 12

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A. PROJECT INTRODUCTION The company American Video Game Company has outgrown its current environment and needs a new Customer Relationship Management (CRM) system. We will detail the needs of the company and the goals and objectives for this CRM system. Included in this will also be the rough architecture and testing plans. A.1. PURPOSE STATEMENT To provide a comprehensive and easy software solution for a new CRM system to fit the needs of the business American Video Game Company. A.2. OVERVIEW OF THE PROBLEM The company is growing rapidly (42% in the past two years) and is in dire need of an upgraded tool for CRM. This new tool will look to have the following included: consolidated contact/business info, tracking for activities and interactions with contacts, permission control, and client managed contacts.

A.3. GOALS AND OBJECTIVES Goals and objectives for this project include: Building a new tool that incorporates current processes as much as possible with the ability to audit, roll back, archive, version of records, workflows, etc. (details in the sections below). We will also expand and include on sales tracking, enhanced security, scalable for future growth, roles and permissions for any user, access for 3rd party companies, utilize internal hosting, and clear roadmaps for support and updates. Lastly, we will create a visually appealing design with easyto-use user interactions and include a process of implementation to help run testing. (requires access to current database) Delivering software that meets the details laid out in this document and make sure it can be scaled for the foreseeable future is our top priority. Throughout the entire project we will maintain constant communication and work together to make the best CRM possible.

A.4. PREREQUISITES Outline any aspects that need to be in place prior to the design, development, and implementation of the project proposed in this document. Number

Prerequisite

1.0

None

2.0

1.0

3.0

1.0 & 2.0

A.5. SCOPE The document will give functional and non-functional business and user requirements. Including but not limited to details regarding requested requirements such as: Environment, compatibility, User/Business

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specs, technical specifications, development methodology breakdown, design specs with mock-ups, and utilizing the requested technical objectives and expectations during the entire development within the current architecture. We will also provide testing criteria/plan for the tool with 3 test cases.

The scope does not entail specific coding and implementation details. This will require a look into the current database and network used by the company. After project approval we will do an audit of the current system and design an implementation plan. A.6. ENVIRONMENT The new tool must be compatible with any OS/Browsers the company currently uses: Chrome and Chromium – latest version Firefox – latest version I.E 9 and above Safari 6.0

Mobile & tablet iOS7 Safari iOS7 Chrome & Firefox Android 4.0 Chrome

We expect to utilize the company’s existing servers and databases to keep data in the United States and to help preserve security.

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B. REQUIREMENTS Provide a CRM tool to help American Video Game Company keep up with its growth and beyond. With their sales going up 42% in the past two years their current system has been outgrown. The new tool will help manage activity and reports, sales tracking, maintaining contracts, and managing client contacts. The CRM tool will also incorporate as much of their current processes/system as possible to help retain continuity and familiarity. B.1. BUSINESS REQUIREMENTS Detailed Requirements: 1. Consolidates contact and business information 2. Reporting of activities and interactions with contacts 3. Incorporate Role-Based permissions for internal and remote access 4. Enable access to 3rd party companies (with contract) 5. Sales tracking and reporting 6. Internal data sharing capabilities 7. Scalable and secure 8. User friendly and easy to use 9. Plan for support and maintenance and for future updates and development 10. Ability to be utilized in the future without reliance on a single company/team 11. Clear and defined licensing model with defined ownership rights for any custom development 12. Utilize companies internal hosting infrastructure

B.2. USER REQUIREMENTS The CRM tool will need to have the following user requirements based on the current 2,000 users accessing the system with an average of 500 users concurrently. And include the scalability for growth into the foreseeable future. 1. 2. 3.

Self service – setting own marketing and contact preferences Ability to have a GUI that is easy to use and handles all the user’s needs Performance standards – able to handle small and big sales users

B.3. FUNCTIONAL REQUIREMENTS In addition to and expanding onto the B.1. Business Requirements the CRM tool will have the following abilities and process requirements: Information archive without deletion for historical records Version records for process, auditing, and roll-backs

Activity records for every user individually for auditing “soft delete” data ability to remove from view but not from records “hard delete” data which is restricted to certain roles/permissions

Control access to data accurately, with editorial control for certain roles/permissions Active Directory integration on the company server.

Discrete requirements for each process:

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Contact Management Users in this CRM will include varying types of business and end users. Each will entail a different set of terms and conditions with how they are treated in communication purposes. It will also include security in how their details can be used. These settings will be able to be managed/changed by everyone at any time. Included in contact management: businesses exist as a single entity with no duplication, multiple contacts can be assigned to any business or businesses, must maintain one or more roles in a specific business or office, categorized by type and move between businesses/offices/roles, approval and process requirements are verified when working with contact information, partial entries are flagged to finish later. During calls, a user can tag an inquiry to a specific business or contact, and if needed create the new contact on the spot. Ticketing This part of the tool will allow tracking and entry of every communication and inquiry. Tracking will include the following criteria: who called, the reason, data/time, and follow up with relevant details. This will also support the workflow and keep an auditable trail. Reporting The CRM tool will have the following capabilities regarding Reporting: predefined and custom reports, UI allowing filters, formats, querying, and exports of data, department specific data, save features for access and filters, and historical data reporting. Activity Management (visits & meetings) This CRM tool will be a centralized repository for data regarding visits and meetings of stakeholders. Including: 1-way or 2-way communication between CRM and email systems, ticket system functionality and processes to cover every interaction with the contact (audit trail included), and the CRM will export, import data with minimal risks. Opportunity Management This tool will utilize sales process tracking, pipelines, have competitive analyses, and incorporate processes and activities for sales. Quoting The tool will accomplish the following regarding quotes: generation and assembly, discountstaxes-shipping, E-signing, currency conversion, CPQ with pricing, substitutions, availability for products/inventory, pricing, catalog of pricing, delivery times and shipping forecasts. Forecasting Monthly, Quarterly, and yearly forecasting with the following: currency adjustments (for foreign entities), adjustments, sales distribution, and product and machine forecasting. Order Management The process of converting a quote into an order includes taking orders and tracking them, quote to order conversion, reorders, parts, and self-service for customers.

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Contracting The CRM tool will track the following: contract creation, signing, term tracking, termination, approval/authorization.

B.4. NONFUNCTIONAL REQUIREMENTS This CRM tool must be an advancement of the previous tool. Including intuitive User-Interface and ease of use. The build must be able to be extended, modified, or integrated with other tools in the future and not need to rely on a single company or team. It will be secure and have a precise licensing model, with clearly defined ownership rights. This includes compliance with laws, regulations, and best practices. Lastly, it will integrate with the existing infrastructure.

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C. SOFTWARE DEVELOPMENT METHODOLOGY The company has selected the waterfall software development methodology for this project. The following steps will be done in order: Requirements, Design, Implementation, Verification, Deployment, and Maintenance. Since this project is well defined and has experienced teams working on it the Waterfall Method is best. We will be able to set achievable milestones and have a clear path towards a completion date. C.1. ADVANTAGES OF THE WATERFALL METHOD The structure of the Waterfall method directly aligns well with this project regarding milestones and targeted timeframes. Having features and the architecture clearly defined prior to starting the project gives it a clear developmental pathway and succeed with the Waterfall method.

C.2. DISADVANTAGES OF THE WATERFALL METHOD For this project, the Waterfall Method has the disadvantage of not being able to react to known and unknown risks that arise later in the project. An example would be if the sales team wanted a change in the verification stage to try a new feature instead of the processes already laid out for workflow. The rigid timelines of Waterfall do not allow for requirements to change later in project development.

C.3. ADVANTAGES OF AGILE The advantage of the Agile Methodology is that it allows to revisit and fix changes at any time throughout the project lifecycle. It gives the freedom to ask for feedback after the design phases and well into implementation and verification. This would allow for the sales team to change their processes and incorporate those changes into the project in the next iteration. C.4. DISADVANTAGES OF AGILE For this project, Agile methodology would be too radical for the American Video Game Company. In specific, the ability to change processes on the fly, and not following a plan to completion would be hard for this company to stick to their requirements for the project. C.5. BEST SUITED - WATERFALL The sales team has said that the current processes and workflows is what they want, but with a faster tool, the Waterfall Method is the better choice over Agile. It allows us to have well thought out timelines that will not require rework throughout development. This can give us the ability to get the project done quickly. If we stick to the agreed upon workflows the project will succeed at each milestone under the Waterfall Method for this project. As outlined in the Visual below, the well-defined project can achieve maximum success with the Waterfall Method.

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UCertify – Beginning Software Engineering, Page 12.4 - Figure 12.1, details in the sources section.

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D. DESIGN Continuing with the request for a new CRM tool, we lay out a simple process workflow with the ability to add more upon request. This will give the Users a visual representation of what happens when adding a client to the database and how they can use that data. Going further we have mocked up a simple but user friendly GUI. D.1. FLOWCHART The process below is a simple graphic showing Contact creation from a User. Included in this process is how this data can be used after it is entered.

Figure 1: Process of creating a new contact and editing

User enters new Contact Information

Database –

Contact added

Contact Info: Name Business Name Business Phone Cell Phone Address Role

Tags Notes

NUP1: Software Solution

CRM Requirements

D.2. GUI MOCK-UPS WITH MAPPING Below are 2 of the proposed GUI mock-ups for the forms that will be used for this proposed solution.

Included in these mock-ups is a Control Map of where components point. MOCK-UP 1 Users will need to have the ability to utilize resources in a self-serve manner. The simple design that has each ability required is documented below in a Contact page mock-up. This page gives the user the ability to see their contact details and be able to see the entire scope of their business with the CRM. On the main contact page there is also an “Edit” feature to allow users with the right permission to edit this contact. Figure 2: GUI Mock-up of the CONTACTS page, and shows the Control Mapping Indicators

1 2 3 7 4

6

5

8 Table 1: Simple explanation of each ID above to show the Control Mapping.

ID

Control

1

Textbox

1

Textbox

2

Button

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3

Button

4

Textbox

5

Button

6

Textbox

7

Selection Buttons

7

Query Button

8

Button

MOCK-UP 2 Shown below is the REPORTS page that will give Users the ability to see reports for a specific contact, for selected queries, and for the entire database. Certain parts of queries will require the appropriate role and permission for the User. This page will also show where the data is coming from and the specifics of that data. Lastly, to allow for a User to print, save, or archive a specific report there is a download option for the Graph & Data. Figure 3: GUI Mock-up of the REPORTS page, Control Mapping is the same as Table 1

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E. TESTING We have decided to run tests on initial process workflows and utilizing the API to query the database. This will show both creation, database utilization, and API code that can pull and push data from that database. E.1. TESTING SPECIFICS We will do three tests; Create Contacts, Query Graphs, and Hard Delete Contracts. Query and/or ...