Solution for Computer Fix Company - Case Study Example

Analysis Analysis The main aim of this project is to come up with a solution for computer Fix Company where I am currently working. The system is to solve problems faced by the company, some of which include difficulty in ticket tracking, manual booking of services and lack of an invoicing system. Such challenges make some of the various operations tedious and costly. The proposed solutions are, therefore, also aimed at reducing the costs involved in the operations as well as improve on convenience. In addition, the system will eliminate the use of paper work, which may be space and time consuming (Puntambekar, 2008). This document contains an analysis of the proposed workflow customer management system in terms of its functionalities, user interface, and database design among others. The system also aims at improving the customer services provided by the company by providing online access to the services where the customers can access them from anywhere as long as they have internet connection. It will also enhance customer satisfaction since through it, customers will be able to get more personalised services as compared to the current system where they sometimes have to queue for long to get services. The system development process will be carried out using the Dynamic Systems Development Method (DSDM) approach framework due to the conditions of the project such as time constraints and lack of formal requirements from the users (Puntambekar, 2008). In comparison with systems currently being used by computer repair companies, the proposed system will have similar basic functionalities and design. For instance, the workflow mania, which is an online system that is developed to help manage computer repair companies in terms of invoicing, customer services, booking and tracking work logs. With this system, one can create an account for the user, as well as manage the customers and work flow. The system development process for Computer Fix company using the DSDM approach could, however, be faced by various challenges. One of the main challenges that could be faced is validation, which may not be possible. Validation includes an initial setting of the user requirements as well as system requirements. This could be a problem due to the condition where there are no formal requirements from the user. It is also not possible to create a plan and validation strategy since there is no clear identification of all user requirements (Puntambekar, 2008). Active user involvement in the development problems could also lead to a delay in the delivery date of the system. This is due to the changing requirements and differences in opinions amongst the users (Puntambekar, 2008). The initial lack of a clear plan and schedule in the development could also lead to delays of the delivery dates. Similarly, there could be problems relating to designing the database due to lack of formal user requirements. The database tables, rows, columns and attributes should be clearly defined during the early phases of the development process (Puntambekar, 2008). The user interface should be brief, user friendly and easy to use as that of work mania system where the main homepage contains functions that link the user to other services such as contacts, sign up, log in, and pricing among others. The security of the system could be another problem facing the online system. One of the main security threats is attack by hackers who could either delete, damage or manipulate the data stored on the data base. The measures that will be taken to protect the system from security threats will include implementing an updated antivirus (Puntambekar, 2008). The hardware systems will also be protected from physical damage by installing reliable security systems at the company premises. Authentication using strong usernames and passwords will also be vital to protect the system from hackers (Puntambekar, 2008). I intend to develop a system that will effectively manage all the operations of Computer Fix and solve the problems being faced in customer service. The workflow management system will automate the internal processes of managing customer requests. The system will also be accessible to external customers where they log in and request for services. The system will be web based; hence, staff members and customers can access it online. All users of the system will be required to sign up by creating personal accounts that they will be using to log in to the system. The system administrator either approves or declines user requests. In signing up, users are required to enter their personal details such as their name, user category, which is either customer or staff member, residence and their unique company identification number, which is issued by the system administrator upon approval. After approval, the customer only needs to log in, book for the services they require and submit their requests. The management then receives a notification that there is a pending request from a customer. After assessing the request, the management assigns the job to the appropriate systems engineer. After the engineer completes the job, it is approved and an invoice is sent to the customer for them to make payments. This will help ease the managerial tasks, as well as improve customer satisfaction customers will be able to access services with ease. Different rights will be issued to the different users where the system administrators will have all the rights on the system to either add or delete users and even to modify the system. The management have the rights to manage user requests and view tasks that are completed or pending. Customers, on the other hand, have the rights to view the available services and make requests. The system will also automatically store all operation logs on the database thus helping track all the past operations on the database. I will also require some resources in the development of the system including funds to carry out the feasibility and business study. For the implementation of the system, I will require hardware infrastructure such as the server, client computers and networking devices among others (Puntambekar, 2008). I will also require software resources to support the system such as MS SQL for the database systems. Functional requirements of the system give a description of what the system should do while the non-functional requirements place the conditions on how the system should carry out these functions (Puntambekar, 2008). The non-functional requirements consist of the measurable attributes of the system that do not relate to its execution. Functional requirements; Functional requirement Non functional requirement Adding customer The administrator can add new customers on the system Creating new job ticket after when adding customer This is the task of the management View existing tickets and update it This can be viewed from the past transactions log Can update customer details The administrator can update change in the customer details Generate invoice when creating new ticket The management generates a payment invoice for payment Customer can login online to view ticket status Customers log in to view the progress of their requests and ticket Create an onsite ticket and update Calendar to book engineer on the daily diary The management can assign a customer requests to an engineer Print and email invoice Upon job completion, the management prints and sends the invoice to the customer Functional Requirements of customers Functional requirement Description and Justification Log into the system The customer can log in using their username and password Viewing the available services The customer an view all the services offered by the company Booking a service The customer can request for a service Viewing their job progress The customer can check on the progress to their request Functional requirements for the administrator Functional requirement Description and Justification Adding new customers The administrator can add new customers to the system Enter and update customer details The administrator can make changes on customer details Manage and maintain the system The administrator cam modify the system Non- Functional requirements Functional requirement Description and Justification Security The system is protected from any physical damage or attack by hackers Performance The system is convenient and saves on time Navigation The user interface consists of links that lead to different functions of the system Reliability The system can be depended on for accurate results Compatibility The system can operate under a wide range of platforms Usability The system has a user friendly interface suitable for all users Adaptability The system will be easily accepted by the users Swot analysis table Strengths These are the advantages I have while developing the system Weaknesses These are the factors that could cause failure of the project Opportunities These are the factors that could help me develop a better system Threats These are the obstacles I could be facing in the course of the project SWOT Analysis table Strengths Being part of the staff I understand all the user requirements Weaknesses I do not have a clear set of user requirements thus planning may be difficult Opportunities With improves technology, I have the opportunity to automate all the operations of the company using the system Threats I am faced with limited time constraints in developing the system MoSCoW Analysis table. Must These are the must have requirements with highest priority. The must in this project is providing a solution to the states problems facing the company. Should They have an adequately high priority. The ‘should’ in this system is to deliver the system in time Could These are the desirable items with less priority. The ‘could’ in this system is fulfilling the secondary user requirements Wont These are the requirements that will not be implemented given the current conditions. The ‘wont’ in this system is the inclusion of a real time operational system. Risk analysis table Risk Mitigation & Contingency Risk of not delivering the system in time Coming up with a schedule that allocates time Risk of no fulfilling all user requirements Carrying out a feasibility study to identify user requirements risk of insufficient resources and increased costs Planning and equally allocating resources Risk of system failure Carrying out testing upon completion of every phase The identification of the functional and non-functional requirements will help me develop a system that is going to fulfil all the needs of the users. I will also help improve the accuracy and effectiveness of the final system. The SWOT analysis will help me assess the strengths, weaknesses, opportunities and threats that could be facing the system development and implementation. MoSCoW analysis will help me assess the requirements of the users and come up with priorities that I should address while developing the system. This will help me first fulfil the most urgent user requirements. The risk analysis process will help me identify all the risks that the project could be facing and come up with a mitigation and contingency plan to find solutions towards countering the risks. Reference Puntambekar, A, 2008, Software Engineering, Technical Publications, Maharashtra. Read More