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Design Problem Title/No.

1 Course Code: CAP-459

Course Instructor: Ms. Kamini Course Tutor( if applicable):

Date of Allotment : 30-09-09 Date of submission : 23-10-09

Student’s Roll number : RA3803A05 Section No.: A3803

Declaration:
I declare that this assignment is my individual work. I have not copied from any
other student’s work or from any other source except where due acknowledgement is made
explicitly in the text, nor has any part been written for me by another person.

Student’s Sign: Balwinder Singh

Evaluator’s Comments: ___________________________________________________

Marks obtained: ____________ out of __________________


Lovely Professional University
Department of CA
DESIGN PROBLEM–I

Course No: CAP459 Course Title: MANAGING SOFTWARE


PROJECT
Design Problem: 01 Sec: A3803 Marks: 20

Date of Allocation: 30-10-09


Date of Submission: 23-10-09
Mode of Submission: Online Only (through UMS)

Suppose you have make a call in customer care for your complain and your complain is
added in database. The customer care will give you a complain number and your
database include all the services which you are using and based on those service you
have been charged. Number of transactions take place on daily basis Customer Care
Service seeks to acquire new customer provide, superior customer status and build
customer loyalty. The customer care provides many services to achieve goal with help
and technology. The customer care include technical support, billing inquires, shipping
status by using a good old fashioned feedback method.

Expectation:

1. If you want to activate or deactivate any service then prepare a DFD up to 2


levels. (3 Marks)
2. Prepare a DFD for the whole process (about all activity from beg to end).
(3 Marks)
3. Prepare an ER diagram. (3 Marks)
4. Design a normalized DB (primary key and foreign key relationship).
(3 marks)
5. Suppose you are a manager and you analyze that your customer are switching to
other company then as a manager what you will plan to achieve your customer.
(3 Marks)
6. Mention the reason for above. (Why customer are switching).(5 Marks)
SOLUTION
To solve the above given problem I have to take an example of a cellular company like
Airtel, Vodafone, Idea, BSNL. Here I am supposing a new cellular company having
name SSG like these cellular company. The main facility provide for customer help by a
company is customer care. Customer car having two types of functions which are listed
below :

 Respond to enquiry of a customer

 Attending the complaint of a customer

Now as we know SSG will have two types of customer:

 Prepaid customer

 Postpaid customer

The sequence of steps when a customer call in the customer care are listed below:
 The details of mobile number of customer are checked by the operator i.e. like
the details of customer.
 Then customer is asked for the type of service he wants.
 The information is given to the customer when an enquiry request is posted by
customer or customer asks for an enquiry.
 Then if possible request is responded by the customer care immediately
otherwise a request for further checking is posted in the database.
 Then the call is ended after storing the information in the database.

This is an overview of the customer care service of the SSG cellular company.
On the basis of this working the solution for the corresponding expectations are gven
below.
EXCEPTION-I

If you want to activate or deactivate any service then prepare a DFD up to 2


levels

SOLUTION-I
In this solution I will illustrate the DFD’s of Activating/Deactivating a service in SSG
cellular Company. The following diagram shows the basic structure of customer
interaction with customer care. This is a DFD LEVEL 0 of customer interaction with
operator.
There are only three parts of customer care:
 Customer
 Services
 Database
LEVEL 0:

CUSTOMER

RESPONSE INTERACTION REQUEST

SSG CUSTOMER CARE

SSG SREVICES SSG DATABASE


LEVEL 1:
In this DFD level the services of SSG cellular company are explained:
 Enquiry
 Complaint
 Activation/Deactivation
 Recharging
The following is the diagram is DFD LEVEL 1:

PREPAID POSTPAID

CUSTOMER CARE

SSG
ENQUIRY
DATABASE

COMPLAINT

ACTIVATE/
DEACTIVETE
RECHARGE

ACTVATE
SSG POWER

DEACTIVATE
SSGPOWER

ACTIVATE
CALLER TUNE

DEACTIVATE
LEVEL 2:
CALLER TUNE

ACTIVATE
SMSPACK
LEVEL 2:

Level three the expansion of activation/deactivation portion of services is existed. This


contains:

 Activation procedure of a scheme


 Deactivation procedure of a scheme

PREPAID POSTPAID

CUSTOMER CARE

ACTIVATE DE-
ACTIVATE

SSGPOWER SSGPOWER

REGISTER NUMBER
POST REQUEST

POST REQUEST

DEACTIVATE SERVICE
ACTIVATE CHARGES

CONFIRM REQUEST

CONFIRM REQUEST

DATABSE STORAGE
DATABSE STORAGE
EXCEPTION-II

Prepare a DFD for the whole process (about all activity from beg to end).

SOLUTION-II
This is similar to first part we have done already. In the first part we create a DFD to 2
level of an activation/deactivation of a scheme.
In similar way we can illustrate the similar activity from starting to end.
There are only three parts of customer care:
 Customer
 Services
 Database
LEVEL 0:

CUSTOMER

RESPONSE INTERACTION REQUEST

SSG CUSTOMER CARE

SSG SREVICES SSG DATABASE


LEVEL 1:
In this DFD level the services of SSG cellular company are explained:
 Enquiry
 Complaint
 Activation/Deactivation
 Recharging
The following is the diagram is DFD LEVEL

PREPAID POSTPAID

CUSTOMER CARE

SSG
ENQUIRY
DATABASE

COMPLAINT

ACTIVATE/
DEACTIVETE
RECHARGE

ACTVATE
SSG POWER

DEACTIVATE
SSGPOWER

ACTIVATE
CALLER TUNE

DEACTIVATE
CALLER TUNE

ACTIVATE
SMSPACK
LEVEL 2:
Level three the expansion of activation/deactivation portion of services is existed. This
contains:

 Activation procedure of a scheme


 Deactivation procedure of a scheme

PREPAID POSTPAID

CUSTOMER CARE

ACTIVATE DE-
ACTIVATE

SSGPOWER SSGPOWER

REGISTER NUMBER
POST REQUEST

POST REQUEST

DEACTIVATE SERVICE
ACTIVATE CHARGES

CONFIRM REQUEST

CONFIRM REQUEST

DATABSE STORAGE
DATABSE STORAGE
LEVEL 3:

PRE POST

CUSTOMER CARE

ENQUIRY
SERVICES

BILLING ENQUIRY SERVICE ENQUIRY STATUS ENQUIRY MISC. ENQUIRY

POSTPAID CUSTO SCHEME ENQUIRY CHECK STATUS ABOUT INTERNET

BILL NUMBER INFO FROM INFO FROM INFO FROM


DATABASE DATABASE DATABASE
LEVEL 3:

PRE POST

COMPLAINT NUMBER COMPLAINT NUMBER

CUSTOMER CARE

COMPALAINT
SERVICES

BILLING COMPLAINT SERVICE COMPALINT RECHARGE MISC. COMPLAINT


COMPLAINT

POSTPAID CUSTO INTERNET PREPAID ACCOUNT ABOUT PREPAID


COMPLAINT PLANS

BILL NUMBER INFO TO INFO TO INFO TO


DATABASE DATABASE DATABASE
EXCEPTION-III

Prepare an ER diagram. (3 Marks)

SOLUTION-III
ER DIAGRAM OF SSG CELLULAR COMPANY:
The ER diagram of SSG cellular company is give below:
It has entities as:
 Customer
 Customer care
 Service
 Billing
 Complaint
TYPE DESC TYPE
DESC NUMBER

SERVICE
COMPLAINT

COMP
SERVI
CES

ID NAME

PH. NO
CUSTOMER CONT CUST CARE
ENT
ADDRESS

BILL NO.

ENQ
INFO ENQ

NUMBER

BILLING

NUMBER TYPE

CHARGES AMOUNT
EXCEPTION-IV

Design a normalized DB (primary key and foreign key relationship).

SOLUTION-IV
The following are the tables of SSG Cellular Company:
TABLE 1:

CUSTOMER:

Attributes NULL value Key constraint


Customer_ID No Primary key
Cusomer_name
Phone_Number No Foreign key
Address No
Bill no if postpaid

TABLE 2:

PHONE NUMBER

Attribute NULL value Key constraint


Phone_Number No Primary key
Type
Sim_no

TABLE 3:

BILL DETAIL IN CASE OF POSTPAID:

Attribute NULL value Key constraint


Bill_number No Primary key
Customer_ID No Foreign key
Call+Service_charge
Bill_amount
TABLE 4:

ACTIVATION OF SERVICES:

Attribute NULL value Key constraint


Phone_Number No Foreign
Type_of_service No Foreign
Activation_charges
Activation_amount
Activation_date

TABLE 5:

DEACTIVATION OF SERVICES:

Attribute NULL value Key constraint


Phone_Number No Foreign
Type_of_service No Foreign
Deactivation_date

TABLE 6:

ENQUIRY DETAILS:

Attribute NULL value Key constraint


Phone_Number No Foreign
Enquiry_Number No Primary
Customer_Type

TABLE 7:

COMPLAINT DETAILS:
Attribute NULL value Key constraint
Phone_Number No Foreign
Complaint_Number No Primary
Customer_type
Complaint_details
EXCEPTION-V

Suppose you are a manager and you analyze that your customer are
switching to other company then as a manager what you will plan to achieve
your customer. (3 Marks)

SOLUTION-V
As a manager of SSG cellular Company I will concentrate on the following topics and
follow a stepwise planning to achieve my customers:
 As we all know the condition of every company can be clearly seen from the
annual growth of the company that is whether it is in loss or it is in benefit. So
my first step is to analysis the annual growth of SSG Cellular Company.
 If I found my company in loss then I will analysis the reasons that why my SSG
Cellular Company is losing its customers.
 Then after the analysis of reasons I will provide more plan to overcome those
weak points of our organization.
 Also I will start advertising the things through my services to get benefit from
second side this will compensate the loss from the customer side.
 I will try to launch the technologies like 3G technology on my cellular service
which is in great demand now a days.
 I will provide good network strength to our customers.
 I will decrease the cal rates and launch more value added attractive services
which also include the lucky draw gift vouchers for customers.
 Good response from the customer care side will surely attract more customers.
 It will a great idea to launch the individual schemes in COMBO packs.
I am sure that the above planning will surely increase the customer growth in my
company.
EXCEPTION-VI

Mention the reason for above. (Why customer are switching).

SOLUTION-VI
The customers of one cellular company are switched to another cellular company due to
some basic reasons. My company report listed the following reasons:
 Poor network quality: the survey report of my company found that the
network quality of SSG cellular services is poor. The customers face many
problems when they call they found the problems in voice clarity, network range
and operation failed.
 Poor response of customer care: The survey report tells that the customer
care response is not good. The customer are not properly attended that no
proper information is provided to them corresponding to their enquiries.
 Poor complaint response: The customers tell to survey team that their
complaint are not solved properly. Most of the time they do not get any reply
when they post any complaint request.
 Problem in updating customer account: The customers complaint to the
survey team that they faced the maximum problem in updating their accounts.
When they post any request to activate or to deactivate any service then they
got either very late response or no response.
 Unavailability of recharge coupons in distant area: The recharge facility is
unavailable in some particular areas. The maximum problem is found in the
distant areas like hilly areas. So the customers prefer the other network.
 High cost validity and value added services: The customers complaint that
the recharge concerning to the validity and other value added services are very
costlier in comparison to other existed network.
 Less schemes for customer benefit: Like other existed companies of cellular
services SSG Cellular Company providing very less schemes to customers. If the
schemes are there then they have more cost. No any kind of combo pack facility,
free sms facility services provided to customers.
 Less benefit for retailer: The retailer do not prefer SSG because there is very
less benefit for the retailer i.e. the tax rates are high also no any kind of free
products for the retailer when the retailer buy large amount of products of SSG.

These are the major problems faced by our company. We have designed a plan
to overcome these problems some of the part of plan I hav discussed in earlier
section the remaining plans are listed below:
 The network of the SSG will switch to new technology.
 Provide more schemes to customer
 Provide more benefit to the retailer
 Providing 3G services
 Better recharge facility at low cost
 More advertisement
 Improvement in database management so that customer can properly
got reply for their requests
 Better training to customer care staff so that they will interact good with
customers
 Other services like giving daily tips to customers in various fields to
customers

The above updation in our services will surely improve my company growth.

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