Fault Reporting System in Real Ace Computers Plc - Essay Example

?Fault Reporting System (FRS) By Introduction This report presents a comprehensive analysis of system development for information services department of Real Ace Computers plc. This system will be known as Fault Reporting System (FRS). This report will outline some of the prime issues and problems those are present in the existing system and then suggest prospective solution to these problems by offering much better ideas for the overall business management. Part 1 Analysis of Requirements A- Business objectives for the FRS The development of fault reporting system is aimed at achieving the following business objectives: Reduce the number of complaints regarding IT faults Increase credibility of business services On-time problem management Higher market share through better services Targeting wide customer market Increasing annual turnover Enhancing business productivity through better services Increasing the hardware product’s quality services B Produces a list of the functions required from the FRS Through the implementation of Fault Reporting System (FRS) we are intended to improve the overall business operational performance. In this regard we are having a complete list of the functions required from the Fault Reporting System (FRS): Recording all the complaints Saving clients detailed information plus complaints Offering the exact date for solutions In case of small problem offering frequent solution Rapid action or response against complaints Proper tracking of complaints Proper submission of complaints to the relevant department Taking client’s feed-back on complaints Quick repairs Fast actions Web based or On-line assistance Offering fast solution FAQ lists Reducing faults fixing within "two working days” Offering more reliability of different types of computer equipment Enhancing overall corporate internal working structure Improving working capabilities of the staff Placing responsibility and accountability on the working of the staff Complaint Recording Screen R1. Complaint recording button (BO1) R2. User information recording button (BO1, BO2) Complaint Registration Screen R3. Complaint saving to database (BO3) R4. Issuing complaint tracking number (BO4) Complaint Management Screen R6. Complaint Response Status Check (BO5) R7. Allocation Staff for complaint management (BO6, BO7) Issues Recording Screen R8. Recording all issues found (BO8) R9. Entering main issues found on system (BO9, BO10) Action Taken Screen R10. Recording necessary actions taken to mitigate the problem (BO11) Link each function to at least one Business Objective This section describes different functions those will be provided by the new system. In this way the business will be capable to get more effective facilities for conducting corporate operations and improving working environment: Client Satisfaction Clients’ satisfaction is one of the prime factors of the business. In this connection I have listed below main functionalities of the new web based Fault Reporting System: Recording all the complaints Saving clients detailed information along with complaints Quick fixes Fast actions Reducing faults fixing within "two working days” Offering more reliability of different types of computer equipment Enhancing overall corporate internal working structure Fast Response Quick response to clients’ complaints is essential for the business operational performance. In this scenario I have presented below the functionalities of the new Fault Reporting System: Offering exact date for solutions In case of small problem offering frequent solution Proper submission of complaints to the relevant department Web based or On-line assistance On-time Complaint Management On-time management of the clients’ complaints is a major preference of every business. In this scenario for the quick on-time complaints management we need to produce some internal and external departmental changes. Therefore I have outlined below some of the main functionalities for the new Fault Reporting System: Rapid action or response against complaints Proper tracking of complaints Taking clients feed-back on complaints Offering fast solution FAQ lists Improving working capabilities of the staff Placing responsibility and accountability on the working of the staff C Functions into priority order With the help of MoSCoW prioritization technique I have outlined the major functions of the new Fault Reporting System. Here is the priority list: 1. Fast actions 2. Quick repairs 3. Web based or On-line assistance 4. Offering fast solution FAQ lists 5. In case of small problem offering frequent solution 6. Offering the exact date for solutions 7. Reducing faults fixing within "two working days” 8. Recording all the complaints 9. Saving clients detailed information plus complaints 10. Proper tracking of complaints 11. Rapid action or response against complaints 12. Proper submission of complaints to the relevant department 13. Taking clients feed-back on complaints 14. Offering more reliability of different types of computer equipment 15. Enhancing overall corporate internal working structure 16. Improving working capabilities of the staff 17. Placing responsibility and accountability on the working of the staff Reasons for choice of priority order Here we are aimed at maximizing customers’ satisfaction and improving organizational working level. In this scenario we have given first and top priority to the customer and we have offered a great deal of significance to customer working. Part 2 SPECIFICATION AND DESIGN a. Construct a use case scenario for the process of a user reporting a fault. 1 b. Create an Entity-Relationship Diagram for the FRS c. Create lo-fi designs for the following parts of the FRS i. Screen(s) used by the staff to report a fault ii. Technicians get used to record actions taken Part 3 3. Extending the system (approx 3 pages) A- Systems development model for extending the system In scenario of Real Ace Computers plc’s Fault Reporting System the management of the business desires to extend the use of FRS to the broad category of mobile devices (such as mobile phones, iPads etc) in the present working system. In addition, the integration of new technology based system mobile devices (such as mobile phones, iPads etc) with the customary working arrangements of the Fault Reporting System will bring a huge change. In this regard the biggest change is expected in the overall system working and operational framework. These will certainly bring a huge change and for an effective implementation of this change we can use various traditional inflexible system development methodologies. In this scenario we will require an evolutionary system development methodology. For this purpose I have decided to make use of spiral software development model. The basic idea of the spiral software development model is mainly based on the evolutionary system development, through the waterfall model for each system development stage. In addition, in this model we do not need to describe the whole system at a single phase. However we only describe the leading precedence characteristics first and afterward implement them using all waterfall based system development stages (Faqs, 1998), (Pressman, 2001) and (Sommerville, 2004). There are four important stages in the spiral model those are: planning, evaluation, risk analysis and engineering. These 4 stages are cyclically engaged in one after in order to get rid of all the problems those were experienced in traditional "waterfall model". In this system development methodology we will repeat around the system development phases that facilitate in recognizing the main issues linked with each stage and managing those issues when the similar stage is done again after that time. Therefore, planning and developing policies should be implemented by repeating the same process throughout the phases (Parekh, 2011) and (Jawadekar, 2004). In case of Real Ace Computers plc’s Fault Reporting System we will define and implement important and highest priority features and afterward take feedback from system users/customers. Additionally, using this knowledge, we would next describe and implement further system features in the form of small chunks. The main reason for selection of this system development methodology is to reduce the huge load from the developers and make the system operational for the recording and processing clients’ complaints and queries. Moreover, new features will be added in the form of small chunks. B KEY SOFTWARE ENGINEERING PRINCIPLES This section outlines key software engineering principles regarding the extension of traditional business working arrangement: Anticipation of Change The development of the computer software is a way of offering a programmed solution to a corporation, personal working or job based problem. In this scenario, the problem happens in a number of ways, or domain which is recognizable to the clients who make use of the software. In addition, the system domain describes the kinds of data that the users need to apply and interact with the diverse types of data (Shute, 2011). The implementation of Fault Reporting System for Real Ace Computers plc’s is designed to improve business performance. In this scenario, there is a dire need for the change management that will appear in the new system. So there is a vital need that new system working and operations need to be according to the standard rules such as working and operations of the business. In addition, the new change should not affect the Fault Reporting System’s old clients and their working style by any means. This arrangement will definitely increase and improve the business performance. Generality The theory of generality is intimately connected to the principle of anticipation of new system change (Shute, 2011). In implementation of Fault Reporting System for the business of Real Ace Computers plc the main intention is to make a system that can be capable to offer superior facilities and functionalities for the business working. In this regard there is a crucial need for establishing such system that can be competent to implement latest changes to such technology based limitation. These limitations can be system based or platform based, which means that in case of any change in business working and operational framework the new system generally becomes useless (Shute, 2011) and (Laudon & Laudon, 1999). Incremental Development An incremental system development procedure shortens the system confirmation. If we build our new Fault Reporting System by adding short increments of functionality afterward, for confirmation we simply require managing the added section. So if there are some faults identified then they are previously moderately separated hence they are a great deal simpler to rectify. However, we have already selected the spiral system development model for the development of the Fault Reporting System. In this scenario we will develop the system which can be competent enough to easily manage the overall system working as well as operations. This iterative development will effectively support and manage the overall new web based Fault Reporting System application (Shute, 2011). Consistency The software engineering standard of consistency refers to a detection of the reality that it is rather easy to perform things in a known context. For instance, coding method is a steady way of explaining code content. This offers two facilities. Initial, it enables the easy interpretation of code. Next, it helps programmers automate portion of the expertise necessary in accessing the code, enabling the programmer's psyche to tackle with more significant problems proficiently (Shute, 2011). In overall system development there is a vital need for the development of consistency and establishment to have much better system working and functionalities. In this regard the new system needs to be consistent with the traditional system working and operations. C PRINCIPLES PRIORITY 1. Anticipation of Change In case of new system development the new changes need to be aligned with the traditional practice of the system. In this scenario the new system needs to offer same working and facilities for the better system support and operations. Therefore the old staff should be able to easily adopt the new system. 2. Consistency The new system needs to be according to the requirements of the users and should offer an enhanced consistency for the better system working. The new system needs to provide similar facility and interaction as the old system. 3. Incremental Development This is regarding the development point of view with the intention that we need to incorporate superior incremental development in order to have better system working and operations. 4. Anticipation of Change The new changes in the system need to be according to the traditional practice of business. This perspective has less priority. References Faqs, 1998. What's the 'spiral model'? [Online] Available at: http://www.faqs.org/faqs/software-eng/part1/section-4.html [Accessed 03 April 2011]. Jawadekar, W.S., 2004. Software Engineering: Principles and Practice. New York: McGraw Hill. Laudon, K.C. & Laudon, J.P., 1999. Management Information Systems, Sixth Edition. New Jersey: Prentice Hall. Parekh, N., 2011. Spiral Model - A New Approach Towards Software Development. [Online] Available at: http://www.buzzle.com/editorials/1-13-2005-64082.asp [Accessed 04 April 2011]. Pressman, R.S., 2001. Software Engineering: A Practicioner's Approach, 5th Edition. London: McGraw Hill. Shute, G., 2011. Principles of Software Engineering. [Online] Available at: http://www.d.umn.edu/~gshute/softeng/principles.html [Accessed 05 April 2011]. Sommerville, I., 2004. Software Engineering, 7th Edition. New York: Pearson Education (Addison Wesley). Read More