ORS 123 Revised - Updated

Chapter 1
Introduction
1.1.
Company Background
The nature of business of First Choice Travel Hub is travel services. It is located
at Unit 7 24k Mansion Property, Timog Avenue, Brgy. South Triangle Quezon City. This
travel agency is serving the customers to their travel needs either local or international.
First Choice Travel Hub is dedicated to offer affordable packages that customers cannot
avoid the Companys price. They ensure the needs and wants of the customers from
time to time.
The Companys vision is to promote global tourism through travel and tours
industries by providing excellent services that meet the customers satisfaction. And its
mission is to provide quality service and assurance in support of customers success by
making the most of their travel investment, keeping travelers safety and enhancing the
traveler experience to make their every trip with a smile and enjoyment on their part.
The major markets of First Choice Travel Hub are the tourists who are currently
in the Philippines. The company is offering an air and land transportation to lessen the
stress and agony of the customers.
The Company has constantly surpassed the standards set by the International
Air Transport Association (IATA) that guarantees our customers prompt, competent, and
dependable services, linking directly through Abacus Electronic Reservation System and
Amadeus. These are the commonly used system by travel agencies. If the customers
intend to book a trip with the agency, the customer should go directly at the office to fill
2
out necessary application forms and pay the reservation fee. Travel tickets, schedules,
receipts and other essential documents will be provided to the customer after a
successful transaction. The remaining balance must be settled prior or on the day of the
trip.
The major difficulty of the Company is the marketing strategy. Since the
continuous innovation of the technology and people relying too much on the internet, it is
a must to be visible online to increase profit. The Company uses Facebook to attract
potential customers. However, reaching through Facebook will be a challenge since the
company cannot respond at any time and may result to lower number of customers,
aside from the fact that Facebook is limited to the market.
First Choice Travel Hub has 3 layers of organizational chart. The upper positions
are the President and General Manager, while the lower positions are composed of
Finance Officer, Marketing Officer, Operation Officer, Travel Consultant and Reservation
Officer. First Choice Travel Hub has a total of 10 employees, one general manager, one
for finance, one for marketing, one for operation, three for travel consultant, and four for
reservation officer.
Anthony Combes
President
Lyndon De Dios
General Manager
Eduardo Estonilo
Dianne Combes
Allan Combes
Zenaida Yumang
Finance Officer
Marketing Officer
Operation Officer
Travel Consultant
Adele Lavarez
Beverly Palad
Reservation Officer
Figure 1.1.1: Organizational Chart
1.2.
Project Context
The Electronic Customer Relationship Management with Reservation System for

First Choice Travel Hub is composed of customer relationship management (CRM) and
an online reservation. CRM refers to practices, strategies and technologies that
companies use to manage and analyze customer interactions and data throughout the
customer lifecycle. By implementing the CRM features, the study will be able to help the
management to retain existing customers and encourage potential customers to choose
their agency, with the goal of improving business relationships with customers, assisting
in customer retention and driving sales growth. CRM feature (Remote Access) will be
included in the website, the admin will be able to access the website and check for the
4
customer reservation and its status, reports, and inquiries. The customer will be able to
make inquiries, view flight details, promotions, history, and reserve online without directly
going to the companys office. The mobile access feature of CRM will also be featured
on the system but with two conditions: first, it must have a web browser in order to visit
the website. Second, it must have an internet connection. Multichannel support will also
be able through online messaging for inquiries and Frequently Asked Questions.
Another feature is the Integrated Analytics wherein it will help the management in
decision making by the generated reports. List management will also be used in the
system wherein the management can track the reservations made and the customers
can look-up to the transaction history and reservations.
The group will create a website for First Choice Travel Hub that will cover the
proposed system. A website is a location connected to the Internet that maintains one or
more pages on the World Wide Web. The system will be beneficial for the customer and
travel agency. The website will feature the following: Rates, promotions, destinations,
reservations, itineraries, events and other information that are readily available in the
website. Other functions include generating of income reports, notification for both admin
and customer, monitoring of travel history, scheduling and online reservation system.
The scheduling and online reservation system allows customer to receive an approval
email to confirm reservation and/or payments. It will allow customers to easily and
conveniently manage the bookings and reserve tours without the trouble of going to the
travel agencys office as customers are allowed to book or reserve a travel package or a
flight online. As a result, it is expected that the work within the agency will be lessen and
can gain new potential customers to increase Companys sales.
Methods that will be used to develop and implement the system are Strategic
Planning, Project Management, Cost Benefit Analysis, User Interviews and Customer
5
Surveys. Bootstrap, PHP, HTML, CSS, JavaScript and Adobe Photoshop are the tools
that will be used by the group.
1.3.
Purpose and Objectives
1.3.1. General Objectives

The purpose of the study is to create a website and online reservation for First
Choice Travel Hub that will help the company to improve its relationship with its
customer to book their reservation online.
1.3.2. Specific Objectives

Specifically, the study aims to:
1.4.
develop a website for the Company that is accessible anytime
design and make tour information readily available online
upgrade the traditional reservation process into online reservation
provide messaging tool and notification for customer
generate daily, monthly and yearly income reports for the admin
Scope and Limitation
1.4.1. Scope
The main problem of the company is the absence of a formal website to

showcase its products and/or services, since it is only utilizing social media platforms to
perform its transactions aside from the traditional transactions. The study will focus on
the operations wherein a website will be provided in order to perform functions that will
help the company gain and retain customers. The website will display the information
6
about the company such as date established, owner and/or employees basic
information, operating hours, and a brief history. A function of destinations availability for
booking will also be displayed; it will display the rates, schedule and flight information.
Customers or visitors can view on-going and upcoming promotions that the company will
offer. Also, frequently asked question page will also be provided wherein customers
common queries are answered immediately. Notification module is also available in the
system; it serves as the reminder for the admin and customer to settle the outstanding
balances 3 days before its due date or on the due date. The system also generates
income reports but only visible in the admin account, so every time a customer book for
a flight, the income reports are automatically updated. Admin and customer can view
travel history and may incur promotions in Companys discretion. Editing of travel history
is prohibited for both users. The last feature of the system is the online reservation
wherein the customers can book their flights online and settle fees via bank deposits.
The customers must send a copy of the bank deposit slip as proof of payment. The
system can also monitor the number of guests who visited the website.
1.4.2. Limitations
The systems limitations can be improved in the near future. Credit card
payments are currently not allowed. Credit card holders must settle their payments
manually. However, payments like bank deposits can be a great alternative for cash
transactions. Also, the system can calculate and monitor the cash flow in the system.
1.5.
Project Milestone/Timeline
7
Table 1.5.1 and table 1.5.2 contains list of activities that the proponents have
done during the said period. Phase 1 consists of planning, requirements definition, preoral defense and oral defense. In table 1.5.2, the group use Gantt chart to illustrate the
progress of the group throughout the project.
Table 1.5.1.: Project Milestone

ACTIVITIES
I. Phase 1
A. Planning
Submission: Name of
Students per Group
Submission: Letter of
Request (Endorsement
Letter) c/o Thesis
Coordinator
Submission: Project
Proposal to Capstone
Coordinator
Submission: Approved
Capstone Project Title
(Title Proposal Form)
Submission:
Acceptance of
Technical Adviser for
Approved Title
Proposal (if any)
B. Requirements
Definition
Data Gathering and
Business Process
Analysis
Submission: Chapter 1:
Project Context,
Company Background,
Purpose and
Objectives, Scope and
Limitations, Project
Milestones/Timeline
Review of Related
MONTH AND WEEK

STARTED
DURATION (DAYS)
TASK OWNER
August, Week 2
1 Day
WHOLE TEAM
August, Week 3-4
7 Days
WHOLE TEAM
August, Week 3-4
7 Days
WHOLE TEAM
September, Week 1-3
14 Days
WHOLE TEAM
September, Week 3-4
7 Days
WHOLE TEAM
October, Week 1
7 Days
WHOLE TEAM
October, Week 2
7 Days
WHOLE TEAM
October, Week 3
7 Days
8
Literature, Systems and
Technologies
Business Process,
Business Solutions and
Business Requirements
Overview
Project Risk and
Feasibility Studies,
Development
Methology
Software Quality
Assurance Plans and
Deployment Plans
C. Oral Defense
Submission:
PowerPoint and Project
Document
Title Defense
WHOLE TEAM
November, Week 1
7 Days
November, Week 2
7 Days
WHOLE TEAM
WHOLE TEAM
WHOLE TEAM
November, Week 3
7 Days
November, Week 4
7 Days
WHOLE TEAM
November, Week 4
1 Day
WHOLE TEAM
Table 1.5.2.: Gantt chart
Chapter 2
Review of Related Literature, Systems and Technologies
Presented in this chapter is a synthesis of research that supports Customer

Relationship Management and Online Reservation.
2.1
Review of Related Literature
CUSTOMER RELATIONSHIP MANAGEMENT

The existence of Customer Relationship Management can be traced back during
the early 1990s which spread like wildfire across the globe. Customer Relationship
Management describes how a company or organization interacts with its customers.
Most people assume that CRM as a system mostly involves getting information about
the business customers but the truth is, thats just a part of a bigger picture. CRM
involves using technology to gather the information you need to improve the companys
support and services to its customers. (E-Business Toolkit, 2013).
A CRM system can provide powerful competitive advantage for organizations to

enable them to survive in todays market. It helps management track customers
interactions with the organization and allows the organizations employees to pull up all
past information about the customers. Competitive advantages that organization could
gain from CRM systems include the following: increase in customer loyalty, superior
service, superior information gathering and knowledge sharing and organizational
learning (Nguyen, Sheri & Newby, 2007, p. 113)
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CRM is not just about captivating the feedbacks or whatever information one
could get from its customers, its about knowing how to use this information to achieve
the needs of not just the company but also to its existing customers. While CRM
could promise all of these benefits, many organizations failed or have failed to
implement CRM systems. This is mostly due to lack of knowledge and research, lack of
project management skills, lack of commitment from the executive management, etc. To
avoid wasting money and time, organizations before implementing CRM system should
be aware of the difficulties, traps, and mistakes that can lead to failure (Nguyen et al.,
2007, p. 113)
2.2 Review of Related Studies
CRM ON ONLINE RESERVATION SYSTEM

Traveling is a good example of a social activity, with social interaction taking
place in many ways throughout the travel life cycle. (Li et al., 2001) People travel with
various reasons. Some wants to travel alone just to have a feel of the reality while some
people prefer to travel in packs family or colleagues to create ultimate bonding
experience.
In this generation most people use the internet to look for a particular product or
service due to the fact that information can be found only for minimal amount of time.
Now this is where customer relationship management goes in. To know and to meet the
needs of what the target customers hope and desire is one of the reasons why CRM is
vital to have on any business. For example, nowadays, most people prefer booking their
tickets in advance online rather than going to a ticketing office. (Bilotkach and Rupp,
2011). With the power of the Internet and a system that fits the needs of theses target
11
customers, they now can book their tickets and decide to buy the tickets later. Tickets
can be paid using credit cards, can be sent to home or costumers can print their virtual
tickets right at their homes. Hence, internet has become the integral part of the flight
reservation not only for travel agents, who sitting in the office make use of web servers
of different airlines to find out the most suitable flight for a particular customer, but also
for the customers who want to reserve flight online without necessarily having to contact
air travel agents (Jones 2004).
The Online Reservation System is outlined to broaden the scope of business that
would increase costumer bookings while reducing the companys time on processing
manual reservations (Gumiran, M., Acierto, S., et al., 2010). In this generation most
people find it troublesome to make a phone call or even go to a ticketing office just to
make a reservation. Calling or going to a ticketing office requires one to schedule their
time as these offices can only be visited during office hours. Also cancelling or changing
reservations through phone calls mistakes usually occur since communicating through
telephone can be difficult. By creating this system, the company will be taking a huge
step on increasing their awareness and sales online. Users can now make reservations
online anytime and anywhere as well as being able to access and search live
reservation schedule on the website. (Munawer, R., 2006). Also potential problems due
to human errors such as inaccuracy, miscommunication and miscalculations can be
witnessed since the existing process is done through personal interaction, phone calls,
and writing of information on a paper can be avoided with the help of this system. When
done properly, potential customers will find your site and may avail the products and
services offered by your company. A website is a powerful marketing tool. A well
maintained website can help one gain a competitive advantage on the industry and
improve the business image. Developing a web site offers many benefits including
12
getting more leads and prospects, increase sales, enhance your professional brand,
and
improve
your
customer
service.
(2015,
Retrieved
from:
h"p://www.ecotonedigital.com/contact-us/18-benefits-of-a-website-for-small-businesses/)
2.3
Review of Related Technologies
When we hear the word Millennial plenty of thoughts come into our mind.
Theres Facebook, twitter that basically rules the life of every person that has access on
social media. Theres also Taylor Swift, music queen of heartbreaks who maintains our
generation hopeless romantics. These are just some of the examples of how the world
we are living right now. Although despite the differences that we have from the way we
dress-up to the way we sleep, we all share now thing in common, the Internet. We
now exist in a world where Internet had become a basic commodity to help in creating a
bridge between people from different places. We use the internet to acquire information
or whatever service that we need to continue our vices or even our way of living. Our
physical activities can now be done through Internet even business transactions are all
done online. Thanks to the availability of different softwares also known as computer
programs, all of these activities on the Internet were made possible
Database Management System (DBMS) it is a software system that is used to

create, maintain and provide a systematic method of creating, updating, storing and
retrieving data in a database. It enables end users and application programmers to
share data and it enables data to be shared among multiple applications (Mullins, 2002).
A DBMS also provides facilities for controlling data access, ensuring data integrity,
managing concurrency control and restoring a database. Tim Berners-Lee was the
primary author of html, assisted by his colleagues at CERN, an international scientific
13
organization based in Geneva, Switzerland. Tim Berners-Lee is currently the Director of
the World Wide Web Consortium, the group that sets technical standards for the Web
(Bellis).
HTML, or Hypertext Markup Language, has two essential features namely

hypertext and universality. Hypertext means that when you create a link, it leads you to
another Web Page. Basically, the Web can be accessed to different directions. On the
other hand, Universality is that even if it is written in HTML language, it can be viewed as
a web page (Castro, 2000). HTML was originally created to allow those who were not
specialized in SGML to publish and exchange scientific and other technical documents.
HTML especially facilitated this exchange by incorporating the ability to link documents
electronically using hyperlinks. After the development of the HTML, the creation of
browsers arises. In order to view an HTML document, the users must use a web browser
that can view a certain web page. In fact, Netscape was the first browser to support
JavaScript, animated gifs and HTML frames (Darrell). According to Castro (2000),
scripts are little programs that add interactivity to the page. Scripts are the perfect for
moving elements around a page. They are also commonly known as the backbone of
dynamic HTML (DHTML).
The fact that the Web was invented in the early 1990s was no coincidence.
Developments in communications technology during that time meant that, sooner or
later, something like the Web was bound to happen. For a start, hypertext was coming
into vogue and being used on computers. Also, Internet users were gaining in the
number of users on the system: there was an increasing audience for distributed
information. Last, but not least, the new domain name system had made it much easier
to address a machine on the Internet (Longman, 1998).It is designed to be extensible. It
14
means that the new commands, elements, and features that are needed to be added in
the system, it will be compatible to the old one. It is a structured language, meaning that
they have formats that should be obeyed. Standard Generalized Markup Language or
SGML defines the rules of HTML (Graham, 1998). HTML 1.0 is a very simple and it
lacks many important features. It is still functioning well even if the components are
simple. HTML2 was proposed by Tim Berners Lee and Dan Connolly in 1995. HTML 3.0
was proposed but it was unsuccessful. HTML2 was more preferred. HTML 3.2 was
released in January 1997. It offered some features that are still not yet implemented to
the other browsers. HTML 4.0 was released in December 1997. It is the combination of
the old and the new formats. The only problem with HMTL 4.0 is that it is still incomplete
and inconsistent because it is not capable to other browsers. The HTML 4.01
recommendation was released in December 1999. It fixed the bugs from the previous
versions (Callihan, 2000).Latest HTMLs now have improved versions like adding new
features; improve interoperability, this means that it is compatible with all major
browsers, platforms, and devices; and be accessible to all kinds of users, including those
with disabilities affecting sight and hearing. HTML 5 is the fifth revision and updated
HTML standard. (HTML BASICS (n.d.))
Michael Widenius and David Axmark created the MySQL in 1994. The first issue
of the said program was on 23rd of May 1995. Its Windows versions (95 and NT) was
released on the 8th of January 1998. Its Version 4 was released in October 2004 and it
includes
R-trees and B-trees,
sub
queries,
and
prepared
statements.
Sun
Microsystems acquired MySQL AB in 2008. Oracle acquired Sun Microsystems on 27

January 2010. MySQL 5.6, a development milestone release, was announced at the
MySQL users conference 2011. New features include performance improvements to
the query optimizer, higher transactional throughput in InnoDB, new NoSQL-style
15
memcached APIs, improvements to partitioning for querying and managing very large
tables, improvements to replication and better performance monitoring by expanding the
data available through the PERFORMANCE_SCHEMA (http://en.wikipedia.org). MySQL
is an open-source RDBMS at the core of many multi-tier applications based on the
LAMP software stack (i.e., Linux, Apache, MySQL and PHP). Although the LAMP stack
initially thrived in environments where the cost, complexity, and capabilities of
enterprise-grade frameworks and RDBMSs were prohibitive or unnecessary, MySQL
has also been deployed in large and complex environments (e.g. Wikipedia, Google,
Facebook, and Twitter). Yet, despite its popularity, MySQL is essentially a standalone
database server. Multi-server deployments are possible but provide weaker system
guarantees than single-server configurations (e.g., weak isolation levels, absence of
distributed transactions). (Tomic, Sciascia, & Pedone, 2012)
The Internet makes customer profiling fairly easy, by capturing and analyzing
customer information. Technically, most of current systems consist of storing some
information about the customer activities within that system. Therefore, by using Online
Reservation System enables more customer details to be retrieved and guaranteed for
security purposes. Many sites encourage potential customers to provide an e-mail
address, personal data and so on. MySQL is the database server that was used for
storing and managing these data. The MySQL Database Server is very fast, reliable,
scalable, and easy to use. MySQL is said to be highly scalable, which means that it can
grow with the website (Nixon, 2012). According to Ullman (2005) MySQL offers excellent
performance, portability and reliability, with a moderate learning curve and little to no
cost. SQL was developed at IBM by Donald D. Chamberlin and Raymond F. Boyce in
the early 1970s. SQL is a special-purpose programming language designed for
managing data in relational database management systems or RDBMS. It includes data
16
insert, query, update and delete, schema creation and modification, and data access
control. (http://en.wikipedia.org).
Structured Query Language (SQL) is the standard language designed to access

relational databases. It is based from the groundbreaking work of Dr. E.F. Codd, with the
first implementation of SQL being developed by IBM. You can use SQL to access an
Oracle, SQL Server, DB2, or MySQL database (Price, 2004).
In the beginning, Web pages were static they just presented documents.
Users went to Web sites to read information. Documents were linked together so that
users could easily find the information they sought, but the Web pages didnt change.
Every user who arrived at a Web page saw the same thing (Valade, 2005).
PHP is a server side, cross platform technology, both descriptions being

important. Server-side scripting language means that the scripts are executed on the
server (the computer where the Web site is located). On the other hand, cross platform
means that PHP is compatible to on most operating system (Ullman, 2005).
PHP is a general-purpose language that can be used to write general-purpose

scripts. Scripts are computer files containing instructions in the PHP language that tell
the computer to do things. This is different than JavaScript, another popular language for
dynamic Web sites. JavaScript is executed by the browser, on the users computer.
Thus, JavaScript is a client side language (Valade, 2005). PHP works well for a
database-driven Web site. PHP scripts in the Web site can store data in and retrieve
data from any supported database. PHP also can interact with supported databases
17
outside a Web environment. Database use is one of PHPs best features (Valade, 2004).
PHP works well on a variety of platforms, and it's reasonably easy to understand.
MySQL is an impressive relational data management system used to build

commercial quality databases. PHP and MySQL are such powerful and easy-to-use
platforms that they make Web programming accessible even for beginners (Harris,
2003). When PHP allies with MySQL to store and retrieve this data, you have the
fundamental parts required for the development of social networking sites and the
beginnings of Web 2.0. And when you bring JavaScript and CSS into the mix too, you
have a recipe for building highly dynamic and interactive websites. MySQL, being free to
use and installed on vast numbers of Internet web servers, rises superbly to the
occasion. It is a robust and exceptionally fast database management system that uses
English-like commands. JavaScript was created to enable scripting access to all the
elements of an HTML document. In other words, it provides a means for dynamic user
interaction such as checking email address validity in input forms, displaying prompts.
JavaScript was originally developed to offer dynamic control over the various elements
within an HTML document, and that is still its main use (Nixon, 2012) knowledge to the
users and to the researchers on how to develop the desired output. As you can see, the
languages used are all compatible with any other platforms. They suit well in the project,
therefore making it feasible. Some languages when being used and get mixed with other
languages, it doesnt perfectly fit. But with the researched done by the researchers, they
are able to verify the things that are needed to be done will be used for the creation of
the website. MySQL will be used for the database of the system.
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2.4
SYNTHESIS
In this research, we would like to present a system that could help not just to
increase awareness and improve on the First Choice Travel Inc.s costumer service but
also give aid to potential and regular customers who desires to avail the companys
services easily and effectively. The group plans to develop a CRM with a reservation
system where it can provide the customers or clients an ease of access to their
companys availability of their services and also maintains and provide online services of
reservation and selling tickets to passengers as well as information regarding cancel and
delay services. Any company that possesses a website will help maintain and increase
its customers loyalty. It will serve as a gateway to a wider prospect of clients and
services. To achieve all this, the group will use JavaScript to help the PHP and the
HTML create a livelier environment. SQLs will be used in MySQL. While in providing a
working website for the company, Hypertext Markup Language (HTML) will be used as
the programming language for displaying web pages and other information that can be
displayed in a web browser. A scripting language will also be used like PHP to convert
website from static documents to an interactive application (Harris, 2003). As for the
back-end of the website, the group will be using PHP. PHP is a server side, cross
platform technology, both descriptions being important. Server-side scripting language
means that the scripts are executed on the server (the computer where the Web site is
located). On the other hand, cross platform means that PHP is compatible to on most
operating system (Ullman, 2005).
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Chapter 3
Business Process, Business Solutions, and Methods
INCLUDE AN INTRODUCTION HERE ALL ABOUT CHAPTER 3.
3.1.
Business Process
3.1.1.
Comparison of Existing and Proposed Business Process
3.1.1.1.
Process Map (Activity Diagram with Swimlanes)
3.1.1.1.1.
Existing Business Process/es
In the existing business process of the First Choice Travel Hub, the customer can
inquire about the available tours and packages through their contact details such as fax
number, landline number, mobile number and email address which are posted on their
Facebook page. The reservation officer will provide the information to the customer. If
the customer intends to book a trip, he/she should go to their office and fill-out the
required application form. When the customer is already decided, reservation officer will
now input customers details in either Abacus or Amadeus system and the finance officer
will assess the tour fee.
The customer is required to pay at least 50% of the total cost for reservation.
Once paid, the reservation officer will now provide a printout itinerary of the tour for the
customer. Sales order (receipts), plane tickets and other necessary documents will be
given once the payment has been settled in full, it should be prior or on the day of the
trip. A confirmation email will be sent at customers provided email. The General
Manager is the one who monitors the performances of each officer and the acting head
during the absence of the President. Also, he updates any necessary information about
20
the Company to the President. The Finance Officer is the one who manages the
finances of the Company; he is in charge of any expenses that the Company incurs. He
is also the accountant of the Company who manages the journal entries, receivables
and any accounting related work.
The Marketing Officer is responsible for the marketing strategies, advertisements

and social media platforms that the Company uses. Operations Officer is in control of the
Reservation Officer and Travel Consultant, he makes sure that their work is done
properly and accurately. The Travel Consultant is the one who arrange Visa application,
Passport application or renewal and other related documents for customers. Lastly, the
Reservation Officer is in charge of the booking, reservation of the customers. All queries
will be answered by them.
Furthermore, the monitoring of Sales is done through an Excel file to check the
profitable month of the Company. All necessary specifics will be inputted in the excel file
to generate the profit of the Company.
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Figure 3.1.1.1.1. Existing Business Process/es
22
3.1.1.1.2.
Proposed Business Process/es
With our proposed system, the customer can reserve their desired travel
package online. First the customer must access the Companys website. Customers are
required to have an account to be able to book online. If the customer doesnt have an
account yet, he/she can register an account and verifies it in his/her email address. The
customer can now view all of the modules in the website. The customer can click either
of the destinations page or vacations page and choose their desired trip and promos.
After clicking the book now button, the system will provide an application form wherein
the customer must fill-out the information needed. After filling-out, the website will show
the instructions and rules on how to pay the assessed tour details. Customer must
deposit their payment on the companys bank account or go to their office to pay directly.
If the customer pays on bank, the customer must scan or if not available, they
can capture a photo of their proof of payment and upload it to the system. After
uploading, the reservation officer will validate if the proof of payment shown is legitimate
or not. If the customer does not pays in full, he/she can pay the remaining balance
through the bank or directly. Again, the reservation officer will validate the proof of
payment. After a successful transaction, the system will display the summary of tour
details. The customer must print it because it will serve as the tour ticket on their chosen
travel destination.
23
Figure 3.1.1.1.2. Proposed Business Process/es
24
3.2. Business Solutions
The main objective of our proposal is to develop a website that will showcase
companys information, tour destination details, and immediate response to queries and
to make the reservation process online. The proponents proposed system will surely
boost the Companys competitive advantage and will also offer a convenient way of
booking a trip to the customer anytime and anywhere the customer is up to.
The existing reservation process is done manually. It usually starts with the
customers inquiry about the preferred trip via call, email, Facebook chat or walk in.
With the proponents proposed system, all the information needed by the customer will
be displayed in the website. Therefore, the workload of the staffs that attend customers
inquiries will be reduced.
The payment terms of the current system for reservation, the customer must
directly go to the office to settle the payment. Then, the staff will give an application
form to be filled-out by the customer to gain information about themselves and the
chosen trip. After paying the reservation fee, the tour tickets and other necessary
documents will be given to the customer. The company will receive the payment of the
remaining balance of the customer prior or on the day of the trip. While in our proposed
system, the customer can reserve online by just accessing the Companys website and
filling out the required form. The customer can settle fees via bank deposits. For cash
and credit card transactions, they must go directly to the Companys office for safety.
Having this website and its features, increase of profit is expected.
25
Overall, our proposed system will be a great asset to the company. It will speedup the reservation process of the company and will reduce the amount of work of its
employees. Income reports are also available in the website but only accessible by the
admin. It is much more helpful than the excel file since it will be automatically updated.
Nowadays, customer values the time so much, with this system the company can offer a
new way of reservation to its treasured customer in a convenient way. Therefore, this
system will not only benefit the Company but the customers as well.
3.3. Business Requirements Overview

3.3.1. Functional Requirements
CUSTOMER
Commented [A1]: Give a brief discussion of what is this usecase all about
26
Figure 3.3.1.1. Use Case Diagram-Customer View
Table #. Name of Table

USE CASE NAME
ACCESS WEBSITE
Brief Description
It allows the customer to access the system
Actors
Customer
Related Use Cases
None
Pre-Condition
User must have internet connection and browser
Post-Condition
User must be able to access the website
Basic Flow of Events
Actor
Access website
Alternative Flow of
Events
None
Commented [A2]: Please write a brief discussion with this table
System
Allows the user to be able to
view the homepage
None
Table #. Table Title

USE CASE NAME
VIEW MENU
Brief Description
Allows customer to view menu
Actors
Customer
Related Use Cases

Pre-Condition
Post-Condition
None
User must access the website
User must be able to view all functions in the menu
27
Actor
View menu
Alternative Flow of
Events
None
System
Allows the user to be able to
view all the items in the menu
None

USE CASE NAME
SIGN-UP
Brief Description
Actors
Allows customer to register an account

Customer
Related Use Cases
Confirm-Account
Pre-Condition
User must be on the website/sign-up page
Post-Condition
User must be able to create an account
Actor
Alternative Flow of
Events
System
Complete the necessary details

needed
None

USE CASE NAME
CONFIRM ACCOUNT
Brief Description
Actors
It allows user to confirm their registered account in order to fully

access the system
Customer
Related Use Cases
Sign-up
28
Pre-Condition
User registered an account for confirmation
Post-Condition
User must be able to fully validate his or her account
Actor
Enter confirmation code
Alternative Flow of Events
None
System
Enables the account of the
user
none

USE CASE NAME
VIEW FLIGHTS AND FARES
Brief Description
Allows customer to view flights and fares
Actors
Customer
Related Use Cases
None
Pre-Condition
Customer must be successfully logged in and access the system
Post-Condition
Customer must be able to view the flights and fares where they
can choose either domestic or international
Actor
System
User clicks on the Flights and

Fares button
Allows the user to view the

flights and fares
None
None

USE CASE NAME
INPUT FLIGHT DETAILS
Brief Description
Allows customer to input his/her preferred flight details for

domestic or international
29
Actors
Customer
Related Use Cases

Pre-Condition
Customer must be successfully logged in and access the

system
Post-Condition
Customer must be able to input their details
Actor
System
User selects departing and

arriving location, number of
persons, date and time of flight
then will click for search
Search for the available

flights preferred by the user

USE CASE NAME
FEE SUMMARY
Brief Description
Display total fee
30
Actors
Customer
Related Use Cases
None
Pre-Condition
User must be logged-in, all of the necessary inputs for the

flights must be completed
Post-Condition
Display the total fee
Actor
System
After clicking search, User will

be able to view the total fee
Computes the total fee for

the user
None
None

USE CASE NAME
RESERVE NOW
31
Brief Description
Allow the user to reserve a flight
Actors
Customer
Related Use Cases
None
Pre-Condition
User must be logged-in, and has no pending flight reservation
Post-Condition
User will receive a notification about the fight confirmation
Actor
System
User will click on reserve now
Allows the user to reserve

a flight and send a report
to the database of the flight
schedule reservation
Customer has a pending

reservation
Wont accept the

reservation
32
Figure 3.3.1.2. Use Case Diagram
Commented [A10]: Please write a brief discussion with this

table
33
table

USE CASE NAME
VISIT DESTINATION BUTTON
Brief Description
Allows user to view destinations.
Actors
Customer
Related Use Cases
None
Pre-Condition
User must access the system
Post-Condition
User must be able to view destinations
Actor
View destinations
Alternative Flow of
Events
None
System
Allows user to view
destinations
none

table

USE CASE NAME
DESTINATION DETAILS
Brief Description
Allows user to view and play videos of the chosen destination
Actors
Related Use Cases
Customer
None
Pre-Condition
Post-Condition
User must be able to play videos in the destination selected

Actor
System
PLEASE DO THIS TO ALL YOUR TABLES
Alternative Flow of
Events
Play video
None
Displays video
none
34
Use Case Name
View Promos
Brief Description
Allows users to view promos
Actors
Customer
Related Use Cases
None
Pre-Condition
Access the system/website
Post-Condition
Details of the promos

Actor
View promos
None
Use Case Name
Promo details
Brief Description
Actors
Displays complete details of the promo

Customer
Related Use Cases
View promo
Pre-Condition
Click on the promos/access the system
Post-Condition
Displays complete details
Actor
Click on the image of the
promo to view complete details
none
System
Display available promos
none
System
Allow users to view complete
details
none
Use Case Name
View Customer Service
Brief Description
Displays customer service page
Actors
Customer
Related Use Cases
None
Pre-Condition
Post-Condition
User must be able to view the customer service page
35
Actor
View page
None
System
Allows user to view the page
none
Use Case Name
View About Us
Brief Description
Allows the user to view About Us
Actors
Customer
Related Use Cases
None
Pre-Condition
User must access the website/system
Post-Condition
User must be able to view the page
Actor
System
User clicks on the About Us

about us
None
None
Use Case Name
View Accreditation and Professional Membership
Brief Description
Allows user to view the Accreditation and Professional Membership
Actors
Customer
Related Use Cases
About Us
Pre-Condition
Must access the website
36
ADMIN
Figure 3.3.1.3. Use Case Diagram-Admin View
Use Case Name
View Sales reports
Brief Description
Allows the owner/staff to view the sales reports
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Owner/Staff must be successfully logged in and access the system
Post-Condition
Owner/Staff must be able to view the sales reports
37
Actor
System
User clicks on the Sales Report

sales reports
None
None
Use Case Name
View Trend
Brief Description
Allows the owner/staff to view the trend reports
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Post-Condition
Owner/Staff must be able to view the trend reports
Actor
System
User clicks on the Trend on

the Sales tab

trend reports
None
None
Use Case Name
View Sales Invoice
Brief Description
Allows the owner/staff to view the sales invoice
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Post-Condition
Owner/Staff must be able to view the sales invoice reports
38
Actor
System
User clicks on the Sales

Invoice on the Sales tab

sales invoice reports
None
None
Use Case Name
View Reservations
Brief Description
Allows the owner/staff to view the Reservations
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Post-Condition
Owner/Staff must be able to view the Reservations made
Actor
System
User clicks on the

Reservations tab

reservations
None
None
Use Case Name
View Reservation Status
Brief Description
Allows the owner/staff to view the Reservation Status
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Post-Condition
Owner/Staff must be able to view the reservation status
39
Actor
System
User clicks on the Status on

the Reservations tab

reservation status
None
None
Use Case Name
Save as PDF
Brief Description
The system will save all reports generated as PDF
Actors
Owner/staff
Related Use Cases
None
Pre-Condition
Owner/Staff must be successfully logged in and access the

system
Reports must be produce first by the system
Post-Condition
Owner/Staff must be able to save the reports as PDF
Actor
System
User clicks the Save as PDF

button
Allows the user to save

reports as PDF
None
None
3.3.2. Non-Functional Requirements

3.3.2.1. Hardware Requirements
In order for the admin and guests to access the system they must have
either a laptop, desktop, tablet, or smartphoneSmartphone that has a browser
and access to the internet.
40
3.3.2.2. Software Requirements
Operating System
Windows 7 and higher versions are recommended for better experience.
Web Browser
Any updated browser will be able to launch the website but the group
recommends Google Chrome and Firefox.
Database
It is Used used to store transaction history, reservation history, and
accounts.
PHP MyAdmin
Used for managing the database over the web to create and delete
database. Create, alter, drop, delete, import and export functions will be easier
by using this software.
3.3.2.3. Performance Requirements
The system must be interactive and the delays involved must be less. So in
every action done in the system, the system should be responsive. The system having
an internet connection should only take less time in different functions of the website.
The responsiveness of the system shall depend on the memory and internet connection
of the computer. In fulfillment of these requirements, the system should be capable in
responding to the user in a short period of time.
Availability If loss of internet connection happens while sending

information to the server, the information can be send again for
verification.
41
Maintainability - The system must be able to maintain the quality of

system, run properly the system and also fix the errors and bugs of the
system if needed.
Usability - The system must be easy to handle, learn and use by the
users. Operations can be easily learned by observing with no confusions.
The system will only take a short period of time in accomplishing a task.
Reliability - The system must be able to perform a particular task

accurately and precisely.
Adaptability - The system must be able to adapt to any operating system

that can access the internet. If it is used through a desktop or laptop, it
must contain any web browser that will be able to access the system.
3.3.2.4. Safety Requirements
The administrator is the only one who will be given the privilege to monitor or
update the flight reservation of their client to achieve the safety and privacy of the data.
Also, the administrator would be given a proper training on how to use the system to
prevent any possible damage or loss of the data within the system. There would be a
user manual so that in case of technical error they can handle in themselves according
to their desired settings.
3.3.2.4. Security Requirements
To ensure security of the system, the user will need to register an account in
order to reserve a flight. The user must not give his/her account details in order to limit
42
the accessibility of files and to avoid hacking. Each account will be treated as
confidential thus, an admin account will be created for higher management which
enables them to oversee and manage the overall security of the system. The privacy of
the account should not be tampered by the client itself. Security software and anti-virus
software should be used to prevent viruses from contaminating the system. The system
shall include CAPTCHA, a feature that protects websites from potential hacking by
generating and grading tests that humans can pass but current computer programs
cannot.
3.3.3. Mock-ups
ADMIN VIEW
Figure 3.3.3.1. Login Page
Commented [A13]: Say something for each of your mocks
43
This figure shows the login page of the administrator. The admin can register to
access the full functions of the website.
44
Figure 3.3.3.2. Home Page admin
This figure shows the home page for the admin account. It is indicated in the top
left corner that the account logged in is the administrator.
45
Figure 3.3.3.3. Notification (home page)
This figures shows that the notification button will turn red if there is an update or
message.
46
Figure 3.3.3.4. Vacation Page
The figure shows some of the vacation packages that the company has. The
administrator can also add new promos on this page.
47
Figure 3.3.3.5. Admin Profile Page
Information about the admin are posted in this page.
48
Figure 3.3.3.6. Manage Account Page
In this page, you can manage the registered administration account. You may add or
delete accounts as well.
49
Figure 3.3.3.7. On going transaction Page
The Administrator can monitor the on-going transaction in this page.
50
Figure 3.3.3.8. Transaction History Page
All customers transaction history can be viewed by the admin account in this page.
51
Figure 3.3.3.9. Message Page
In this page, admin accounts can respond to customers message.
52
Figure 3.3.3.10. Notification Page
Seen/unseen notifications are available in this page.
53
Figure 3.3.3.11. Summary Report Page
In this page, income summary reports are made available. For the admin to monitor the
income that the Company incur.
54
Figure 3.3.3.12. Expense Report Page
Expense report are also available in the website. In this page, you can see the detailed
expenses that the Company incur.
55
Figure 3.3.3.13. Net Income Report Page
Net Income Report Page is where all the expenses are deducted from its gross income.
In this page, you can see a detailed view of the net income page.
56
Figure 3.3.3.14. Bar Graph Report Page
The bar graph page is wherein the admin can monitor the customer that the Company
has on a monthly basis.
57
Figure 3.3.3.15. Pie Chart View Report Page
Like the bar graph, you can view the net income summary report through the year. It is
done annually.
58
CUSTOMER VIEW
Figure 3.3.3.16. Home Page
This figure shows the home page for the customers account. Customers can navigate
the website even without an account though has a limited access.
59
Figure 3.3.3.17. Login Page
This figure shows the login page of the customer. The customer can register to access
the full functions of the website.
60
Figure 3.3.3.18. Registration Page
In this page, you need to fill out the following blanks to create an account.
61
Figure 3.3.3.19. Email Confirmation Page
In this page, you need to enter the confirmation code sent through email to validate your email
address.
62
Figure 3.3.3.20. Home Page with User
This is the page you see when the customer is logged in. The name is indicated in the upper right
corner.
63
Figure 3.3.3.21. Home Page with User Menu List
This image shows menu list for the customer.
64
Figure 3.3.3.22. Destinations Page
In this page, you can check the different destination that the Company offers.
65
Figure 3.3.3.23. Vacations Page
In this page, you can view the other vacation packages that the Company has.
66
Figure 3.3.3.24. About Us Page
Information about the Company is available in this page. Testimonials or customers feedback
are also available.
67
Figure 3.3.3.25. Booking Step 1 Page
In this page, you can see the 1st step in booking a flight.
68
In this page, you can see the 2nd step in booking a flight.
69
In this page, you can see the 3rd step in booking a flight.
70
Figure 3.3.3.28. Booking Successful Page
In this page, you can see a prompt message saying the booking is successful.
71
Figure 3.3.3.29. Home Page with Notification
The notification bar will turn red if the customer received a notification as seen on the page.
72
Figure 3.3.3.30. User Profile Page
Customer can view and edit their information in this page.
73
Figure 3.3.3.31. User Transaction Page
Transaction page is also provided in the customer.
74
Figure 3.3.3.32. User Notification Page
In this page, you can see the notification tab for customers.
75
Figure 3.3.3.33. User Payment Page
In this page, you can provide your proof of payment to the Company via attachment.
76
Figure 3.3.3.34. Customer Service Page
Same with the admin, this page is where admin or customers can message one another.
77
Figure 3.3.3.35. FAQs Page
Series of common questions are posted in this page.
78
3.4. Project Risk and Feasibility Studies
3.4.1. Risk Management
RISK
DESCRIPTION
IMPACT ON
LIKELIHOOD
OVERALL
PROJECT
OF
THREAT
SOLUTION
OCCURENCE
1
Incompetent skills of
other members
HIGH
MEDIUM
HIGH
Members must be
trained
accordingly.
Design failure
HIGH
HIGH
HIGH
Thorough and
extensive testing of
the system
Relationship with the

client
(Awareness of client
to the process of
system)
HIGH
MEDIUM
HIGH
Must communicate
with client
throughout the
project
System failure
HIGH
HIGH
HIGH
High database
memory and
system recovery
feature required
Security
HIGH
HIGH
HIGH
Encryption of data
Web pages load slow

and incorrectly
HIGH
MEDIUM
HIGH
Good PHP coding.

Small graphics (if
any)
3.4.2. Technical Feasibility
First Choice Travel Hub has a good quality computer that can access the
system. The system or website will be run by a host so there is no need to use a
server. The current computers specifications are:
79
Processor : Pentium Dual-Core 1.3 GHz to 2.6Ghz
Memory(RAM) : 2GB
System Type : 32 bit Operating System
Operating System : Windows 7 or up
Since the system stores data and records, the system will be needing a
web host for the website and a database for the system. Also, it will need cloud
for online backup to avoid and prevent loss of data.
The system requires a stable internet connection to be able to implement
the system.
3.4.3. Organizational Feasibility

The company is eager to use the system. The owner of the company is
looking forward in using the system. The employees are willing to adapt to the
system.
3.4.4. Economic Feasibility

Tangible Cost comes with the Electricity expense, web hosting and
Internet Connection. Intangible Cost are occasionally slowing down of internet
speed, Availability of the internet connection, Website Downtime (maintenance).
Table 2.5.4: Cost of Development in the System (PHP)

Cost Per 6
Months (Php)
80
Electricity
225
225
225
225
225
225
Web Host
500
500
500
500
500
500
Programming
free
free
free
free
free
free
725
725
725
725
725
725
725
1450
2175
2925
3675
4425
Language
Cost in the
end of the
month
Cumulative
cost
Electricity
Charge
250
Watts
per
hour
Hours
1.5
KWH
= 1.5 Kilowatt per hour x 5 pesos = 7.50 php per day

= 7.50 php x 30 days = 225 php per month
Intangible Benefits
Enhance accuracy
More Customers
Brand Recognition
Easy Access by customers
Globalization (website)
Company Awareness
Tangible Benefits
More profit
Faster way of reserving a flight
Easier transactions
81
Easy monitoring of reports
3.5. Development Methodology
The group will apply the Unified Process method in developing the system for
First Choice Travel Hub. Unified Process is an iterative and incremental software
development process framework tool that can be applied to different software systems.
Also, it is divided into four phases in development process: Inception Phase, Elaboration
Phase, Construction Phase and Transition Phase. The smallest phase in the project is
the Inception Phase, the group will establish a project scope and boundary for the
system. In this phase, creating possible solutions for the project is also included. Also,
the group will identify the risks of the system, prepare a preliminary project schedule and
estimate the possible costs of the project. The second phase is the Elaboration Phase, it
will demonstrate the architectural design of the system. This phase will develop and
meet the system requirements to support the system functionality. Construction Phase is
the third phase in the Unified Process which is the largest phase in the project. It will
describe the remaining system requirements and design of the system. The group
should have a complete component development and testing, including the software and
its documentation. Moreover, the group will develop a useful version of the system.
Lastly, the Transition Phase, wherein the system will be implemented in First Choice
Travel Hub.
82
Inception
Phase
Elaboration
Phase
Construction
Phase
demonstrate the
architectural
design of the
system
establish a project
scope and
boundary for the
system
develop and meet

the system
requirements to
support the
system
functionality
creating
possible
solutions for
the project
describe the
remaining system
requirements
and design of the
system
Transition
Phase
Deployment of
the system to
the users
Provide training
to the users
Complete the
development and
testing
System
Maintenance
Develop useful
version of the
system
Figure 3.5.1: Unified Process
3.6. Software Quality Assurance Plan

3.6.1. Unit Test
3.6.1.1. Unit Test Criteria
The unit testing of the CRM with reservation system was done by the
proponents of the project. It includes the functional performance of each module.
The list of modules that should be tested are:
a. Administrator account module
b. User account module
c. Notification module
d. Reports module
e. Reservation module
f.
History module
83
3.6.1.2. Unit Test Scenario
Project Name: Electronic Customer Relationship Management with Reservation
System for First Choice Travel Hub Inc.
Test Case Template
Test case ID: 001
Test Design By: Thesis the Moment
Test Priority (Low/Medium/High):

High
Module Name: User Registration
Test Design Date:

Test Executed By: Thesis the Moment
Description: Test the registration of the user

Pre-conditions: The user should register in the system
Step
Test Steps
Test Data
User will
create an
account by
clicking the
sign-up button
Enter personal
information
Expected
Result
User will be
redirected
to sign-up
page.
Personal
information
Filled-out
necessary
information
needed.
User will be
redirected
to
confirmation
page.
Confirmation
Email
User will be
redirected
to success
page.
Click Submit
3
Enter
confirmation
code sent via
Email
User
successfully
activated
his/her
account.
Post-condition: The user can now login to the system.
5
Activation
Successful
Actual
Result
User should
be
redirected
to sign-up
page.
Filled-out
necessary
information
needed.
User should
be
redirected
to
confirmation
page.
User should
be
redirected
to success
page.
User
successfully
activated
his/her
account.
Status
(Pass/Fail)
84

Test Case Template

Test case ID: 002

High
Module Name: User Login
Test Design Date:

Description: Test the login of the user

Pre-conditions: The user should have an account in the system
Step
Test Steps
Test Data
User will go to
the login page
Input valid
email address
User
Account
Input valid
word
User
Account
Actual
Result
User
should be
redirected
to login
page.
Status
(Pass/Fail)
User
User
should be should be
able to
able to
login in
login in
the
the
system
system
Home page
User
User
5
will appear
should be should be
redirected redirected
to home
to home
page
page
Post-condition: The user is logged in to the system and can explore the
website.
4
Click login
button
Expected
Result
User will
be
redirected
to login
page.
85

Test Case Template
Test case ID: 003
Test Priority (Low/Medium/High): High
Test Design Date:
Module Name: User Logout
Description: Test the logout of the user

Pre-conditions: The user must be logged in to the system
Step
Test Steps
Test Data
Expected
Result
Actual
Result
Status
(Pass/Fail)
Click sign out

button
User should
User should
be able to
be able to
logout in the
logout in the
system
system
Post-condition: The user is logged in to the system and can explore the website.
2
Logout page will

appear

Test Case Template
Test case ID: 004
Test Priority (Low/Medium/High): Medium
Test Design Date:
Module Name: Update personal information
Description: Test to edit personal information function

Step
Test Steps
Click edit
account button
Edit personal
information
Click Save
Test Data
Expected
Result
User will be
redirected to
edit page
Actual
Result
User should
be
redirected
to edit page
Personal
information
details
User will be
User will be
notified that
notified that
the changes
the changes
made was
made was
saved.
saved.
Post-condition: The user successfully updated his/her account information.
3
Status
(Pass/Fail)
86
Project Name: Electronic Customer Relationship Management with Reservation System

for First Choice Travel Hub Inc.
Test Case Template
Test case ID: 002
Test Design Date:
Module Name: User Reservation
Description: Test the tour reservation of the user

Pre-conditions: The user should pick a destination of his/her choice
Step
Test Steps
Test Data
Click
Destination
button from
navigation
page
Choose from
domestic or
international
buttons
Set preferred
destination and
date
Flight
information
Expected
Result
User will be
redirected
to
destination
page
User will be
redirected
to domestic
or
international
page
User will be
redirected
to list of
available
flights
Actual
Result
User should
be
redirected
to
destination
page
User will be
redirected
to domestic
or
international
page
User will be
redirected
to list of
available
flights
Status
(Pass/Fail)
View flight
details and fees
User should User should

be
be
redirected
redirected
to
to
confirmation confirmation
page
page
Post-condition: The user must email the payment details to the company to secure
reservation.
5
Click Reserve
Now button
87

Test Case Template
Test case ID: 005

Medium
Module Name: Notification module
Test Design Date:

Description: Test the customers notification tab

Pre-conditions: The user should be login to his/her account.
Step
Test Steps
Test Data
Actual
Result
User will
be
redirected
to
notification
page
User will
be
redirected
to
destination
details
page
Status
(Pass/Fail)
Outstanding
balance
should be
made 3
days prior
to trip
Click
If not yet
User will be
2
Notification
paid,
redirected
button
outstanding to
balance
destination
should be
details
settled on
page
the due
date
Post-condition: The user must settle outstanding balance.
1
Click
Notification
button
Expected
Result
User will be
redirected
to
Notification
page

Test Case Template
Test case ID: 006

High
Module Name: Reports Module
Test Design Date:

Description: Test the admin reports

Pre-conditions: The user should be login to his/her account.
Step
Test Steps
Test Data
Click Report
button
Customer
booking
transactions
Expected
Result
Reports
should be
updated
automatically
Actual
Result
Reports
should be
updated
automatically
Status
(Pass/Fail)
88
Post-condition: The user must settle outstanding balance.
3.6.2. Stress Test

3.6.2.1. Stress Test Criteria
a. Online Reservation system can make a hassle-free experience for
customer
b. System generates daily income report
c. System can monitor and handle number of reservations
d. Numerous user can make reservations online
e. No booking will be lost due to multiple reservation at the same
time
3.6.2.2. Stress Test Scenario
Stress
Scenario
Action
Tess
Expected
Status
Result
(Pass/Fail)
ID
1
Numerous user
Test subjects will make
All reservation
can make
reservations all at
will be received
reservations
once.
without any
online
2
loss.
Multiple users
Various users will
The website will
accessing the
access the website all
run as it is.
website at the
at once
same time
3
Responsiven
The website will use
Responsiveness
ess of the
http://responsivetest.net
of the website will
to test its
be accurate as
responsiveness
possible.
website
Remarks
89
3.6.3. User-Acceptance Test

3.6.3.1. User-Acceptance Test Criteria
YES
The user can register to the system?
The admin/user can log in to the system?
The admin/user can log out to the system?
The admin can view users reservations?
The customer can make reservations online?
The user can view travel packages, promotions, fees,
sample itineraries and announcements in the website?
Will it be possible for customers to see what to expect in a
specific destination?
Is the new system effective and efficient to use?
Will it be possible for the website to run in mobile
browsers?
Are users allowed to settle payments online?
Is the loading time within the standard loading time span?
(e.g. Standard loading time span of a website =< 5
seconds)
NO
90
3.6.3.2. User-Acceptance Test Case Scenario
Test Case Template
Test case ID: 001
Test Design By: FCTH
Test Design Date:
Module Name: User Registration
Test Executed By: FCTH (Admin and

customers)
Description: Test the registration of the user
Pre-conditions: The user should register in the system
Step
Test Steps
Test Data
Expected
Result
User will be
redirected
to sign-up
page.
Personal
information
Filled-out
necessary
information
needed.
User will be
redirected
to
confirmation
page.
Confirmation
Email
User will be
redirected
to success
page.
User will create

an account by
clicking the
sign-up button
Enter personal
information
Click Submit
3
Enter
confirmation
code sent via
Email
User
successfully
activated
his/her
account.
Post-condition: The user can now login to the system.
5
Activation
Successful
Actual
Result
User should
be
redirected
to sign-up
page.
Filled-out
necessary
information
needed.
User should
be
redirected
to
confirmation
page.
User should
be
redirected
to success
page.
User
successfully
activated
his/her
account.
Status
(Pass/Fail)
91

Test Case Template
Test case ID: 002
Test Design Date:
Module Name: User Login

customers)
Description: Test the login of the user

Pre-conditions: The user should have an account in the system
Step
Test Steps
Test Data
User will go to
the login page
Input valid email

address
User
Account
Input valid word
User
Account
Actual
Result
User
should be
redirected
to login
page.
Status
(Pass/Fail)
User
should be
able to
login in the
system
Home page will
User should User
5
appear
be
should be
redirected
redirected
to home
to home
page
page
4
Click login
button
Expected
Result
User will be
redirected
to login
page.
User should
be able to
login in the
system

Test Case Template
Test case ID: 003
Test Design Date:
Module Name: User Logout

customers)
Description: Test the logout of the user

92
Step
Test Steps
Test Data
Expected
Result
Actual
Result
Status
(Pass/Fail)
Click sign out

button
User
User
should be
should be
able to
able to
logout in
logout in
the system the system
2
Logout page
will appear

Test Case Template
Test case ID: 004
Test Design Date:

Medium
Test Executed By: FCTH (Admin and customers)
Module Name: Update personal
information
Description: Test to edit personal information function

Step
Test Steps
Click edit
account button
Edit personal
information
Test Data
Expected
Result
User will be
redirected to
edit page
Actual
Result
User should
be
redirected to
edit page
User will be
notified that
the changes
made was
saved.
User will be
notified that
the changes
made was
saved.
Status
(Pass/Fail)
Personal
information
details
Click Save
3
Post-condition: The user successfully updated his/her account information.

Test Case Template
Test case ID: 005

Medium
Module Name: Virtual Tour
Test Design Date:

customers)
93
Description: Test the functions of virtual tour
Pre-conditions: The user may or may not login to his/her account.
Step
Test Steps
Test Data
Expected
Result
User will be
redirected
to
destination
page.
Actual
Result
Click
List of
User will
1
Destination
destinations
be
button in the
local and
redirected
navigation tab
international
to
destination
page.
Click preferred
User will be User will
2
destination
redirected
be
to
redirected
destination to
details
destination
page
details
page
Video clips and Destination
User
User
3
series of
information
should be
should be
images will be
able view
able view
displayed
the
the
selected
selected
destination destination
Post-condition: The user can now view his/her preferred destination.
Status
(Pass/Fail)

Test Case Template
Test case ID: 002
Test Design Date:
Module Name: User Reservation

customers)
Description: Test the tour reservation of the user
Pre-conditions: The user should pick a destination of his/her choice
Step
Test Steps
Click
Destination
button from
navigation
page
Choose from
domestic or
international
buttons
Test Data
Expected
Result
User will be
redirected
to
destination
page
User will be
redirected
to domestic
or
international
Actual
Result
User should
be
redirected
to
destination
page
User will be
redirected
to domestic
or
international
Status
(Pass/Fail)
94
Set preferred
destination and
date
Flight
information
page
page
User will be
redirected
to list of
available
flights
User will be
redirected
to list of
available
flights
View flight
details and fees
Click Reserve
Now button
User should User should

be
be
redirected
redirected
to
to
confirmation confirmation
page
page
Post-condition: The user must email the payment details to the company to secure
reservation.
5
3.7. Deployment Plan

The deployment plan outlines the scope, approach and execution planned for the
deployment of the project. The plan includes the hardware and software requirements,
software installation and user training. The deployment plan is intended to provide
clients and support personnel with a smooth transition to the new system or software
being deployed.
Dependencies
The following are the requirements needed during the deployment:
Personal Computer or Laptop
Mobile Phones with internet-browsing capability
Internet Connection
Internet Browsers (Google Chrome, Safari, Firefox and other web

browsers)
User (Administrator and Customer)
95
Constraints
Slow internet connection
Computer Malfunction
Power Failure
System Crash
96
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Chapter 1

Figure 1.1.1: Organizational Chart

The Electronic Customer Relationship Management with Reservation System for

Purpose and Objectives

1.3.1. General Objectives

1.3.2. Specific Objectives

develop a website for the Company that is accessible anytime

design and make tour information readily available online

upgrade the traditional reservation process into online reservation

provide messaging tool and notification for customer

Scope and Limitation

The main problem of the company is the absence of a formal website to

Table 1.5.1.: Project Milestone

MONTH AND WEEK

August, Week 3-4

August, Week 3-4

September, Week 1-3

September, Week 3-4

Table 1.5.2.: Gantt chart

Presented in this chapter is a synthesis of research that supports Customer

Review of Related Literature

CUSTOMER RELATIONSHIP MANAGEMENT

A CRM system can provide powerful competitive advantage for organizations to

2.2 Review of Related Studies

CRM ON ONLINE RESERVATION SYSTEM

Review of Related Technologies

Database Management System (DBMS) it is a software system that is used to

HTML, or Hypertext Markup Language, has two essential features namely

R-trees and B-trees,

Microsystems acquired MySQL AB in 2008. Oracle acquired Sun Microsystems on 27

Structured Query Language (SQL) is the standard language designed to access

PHP is a server side, cross platform technology, both descriptions being

PHP is a general-purpose language that can be used to write general-purpose

MySQL is an impressive relational data management system used to build

INCLUDE AN INTRODUCTION HERE ALL ABOUT CHAPTER 3.

Comparison of Existing and Proposed Business Process

Process Map (Activity Diagram with Swimlanes)

Existing Business Process/es

The Marketing Officer is responsible for the marketing strategies, advertisements

Proposed Business Process/es

Figure 3.1.1.1.2. Proposed Business Process/es

3.2. Business Solutions

3.3. Business Requirements Overview

Figure 3.3.1.1. Use Case Diagram-Customer View

Table #. Name of Table

It allows the customer to access the system

Related Use Cases

User must have internet connection and browser

User must be able to access the website

Basic Flow of Events

Commented [A2]: Please write a brief discussion with this table

Table #. Table Title

Allows customer to view menu

Related Use Cases

Commented [A3]: Please write a brief discussion with this table

Commented [A4]: Please write a brief discussion with this table

Table #. Table Title

Allows customer to register an account

Related Use Cases

User must be on the website/sign-up page

User must be able to create an account

Basic Flow of Events

Complete the necessary details