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 SYNOPSIS

On

 

“COMPUTER SERVICE CENTER”

 

 

 

SUBMITTED BY

   ……………….

   ………………

 

UNDER SUPERVISION OF

  ……………

 

 

 

Indira Gandhi National Open University (IGNOU)

Submitted in partial fulfilment of the requirements for qualifying

 

Master of Computer Application (MCA)

2015

COMPUTER SERVICE CENTER

TABLE OF CONTENTS

 

                                                               

CONTENTS  PAGE NO        
1. Title of the project 3
2. Introduction and objectives of the Project 4
3. Project category 6
4. Analysis (DFDs, ER Diagrams.) 8
5. Data Modeling , Use Case diagram 17
6. A complete structure 32
7. Tools / Platform, Hardware and Software Requirement specification 32
8. Security and Validation Checks. 34
9. Future Scope Of The Project 35
10. Limitation Of The Project 35
11. Bibliography 36

 

  1. TITLE OF THE PROJECT

 

 

COMPUTER SERVICE CENTER

 

 

 

 

 


  1. INTRODUCTION AND OBJECTIVES OF THE PROJECT

 INTRODUCTION

Fine Care India is a medium-level computer shop / service centre which is an authorized dealer of many computer-hardware companies, like Zenith, Compaq, HCL etc. Many of its customers are large scale government company, private offices, hospitals etc. It also retails the computers. Besides these, it works as a service centre. A Service Centre provides online technical services to their customers. The whole process involves writing large volume of data in registers and preparing several reports daily. This project is for management of online queries as well as technical support. This ‘Call Centre cum Service Centre’ manages all the records of their customers, and services details. The basic services include Hardware and Software. It also maintains Database of their employs, employs’ salary, attendance, detail of their customers etc. This project is being developed to automate all the office activities of a Service Centre.

 

OBJECTIVE

The main objective of this software is to develop an information system to store, maintain, update and process data relating to the shop. It will prepare various reports to aid in smooth and speedy functioning of ‘Service Centre’ activities.

Besides these, the software

  • Manages the records of every Customer.
  • Manages the records of every Employee.
  • Manages the attendance and salary payment of every employee.
  • Duty allocation of employees.
  • It supports the duty allocation, salary allocation, attendance and payroll for   both                       Day and Night Shifts with all Customisable Timings like Regular and Overtime.
  • It is well designed to control services provided by the system such as sell of Hardware, Software and Maintenance etc.
  • Well customize stock handling with advance feature of controlling and updating     stocks.
  • Maintain accounts.
  • Prepare bills for different customers.
  • Generate different kind of necessary reports and queries.


 

  1. CATEGORY OF THE PROJECT

 

RDBMS [ Relational Database Management System ] :

A Relational data model was invented by E.F. Codd and is based on one simple concept i.e. Table. A RDBMS is a computer program for managing table. It has three major parts –

  • Data that is presented as tables.
  • Operators for manipulating tables.
  • Integrity rules on tables.

 

INTRODUCTION TO SQL SERVER :

A modern relational database management system can perform a wide range of tasks. It has got the following advantages –

  • Define a database.
  • Query the database.
  • Add, Edit and Delete data.
  • Modify the structure of the database.
  • Secure data from public access.
  • Communicate within networks.
  • Export and Import data.

Oracle is one such RDBMS. It provides a set of functional programs that we use as tools to build structure and perform tasks. In SQL SERVER data is stored and displayed in tables. A table is a data structure that holds data in a relational database. A table comprises of rows and columns. Table can also show relationship between entities. The formal name of a table is relation, hence the name RELATIONAL DATABASE MANAGEMENT SYSTEM.

 

 

 

 

ACCESS OF DATA IN SQL SERVER :

SQL is a structured query language that we use to communicate with SQL SERVER. It consists of a set of English words like SELECT, CREATE etc. The standard set of SQL command fall into the following category –

  • Queries using Select clause.
  • Data Definition Language ( DLL ) commands which are for creating and alerting the structure of database.

 

SAILENT FEATURES OF SQL SERVER :

  • Efficient multi-user support and consistency.
  • Powerful security feature.
  • Fault tolerance.
  • Ease of administration.
  • Application development tools.
  • SQL compatibility.

 

 


  1. SYSTEM STUDY & ANALYSIS PRINCIPLES OF SYSTEM ANALYSIS

 

  1. Understand the problem before you begin to create the analysis model.

 

  1. Develop prototypes that enable a user to understand how human machine interaction will occur.

 

  1. Record the origin of and the reason for every requirement.

 

 

  1. Use multiple views of requirements like building data, function and behavioral models.

 

  1. Work to eliminate ambiguity.

 

 


ENTITY RELATIONSHIP DIAGRAM (ERD)

 

Entity – Relationship Diagram: This depicts relationship between data objects. The attribute of each data objects noted in the entity- relationship diagram can be described using a data object description. Data flow diagram serves two purposes:

 

  1. To provide an indication of how data are transformed as they move through the system.
  2. To depict the functions that transformation the data flow.

 

Data Objects: A data object is a representation of almost any composite information that must be understood by the software. By composite information, we mean something that has a number of different properties or attributes. A data object encapsulates data only there is no reference within a data object to operations that act on the data.

 

Attributes: Attributes define the properties of a data object and take on one of three different characteristics. They can be used to:

Name an instance of data object.

Describe the instance.

Make reference to another instance in other table.

 

Relationships:  Data objects are connected to one another in a variety of different ways. We can define a set of object relationship pairs that define the relevant relationships.

 


 

  • CARDINALITY AND MODALITY:
  • Cardinality:

 

The data model must be capable of representing the number of occurrences of objects in a given relationship. The cardinality of an object relationship pair is

  • One-T0-One (1:1): An occurrence of object ‘A’ can relate to one and only one occurrence of object ‘B’ and vice versa.
  • One-To-Many (1:N): One occurrence of object ‘A’ can relate to one or may occurrences of object ‘B’ but an occurrence of object ‘B’ can relate to only one occurrence of object ‘A’.
  • Many-To-Many (M: N): An occurrences of ‘B’ and an occurrence of ‘B’ can relate to one or many occurrence of ‘A’.

 

  • Modality:

 

The modality of a relationship is zero if there is no explicit need for the relationship to occur or the relationship is optional. The Modality is one if the occurrence of the relationship is mandatory.

 

 

The object relationship pair can be represented graphically using the Entity Relationship Diagrams. A set of primary components are identified for the Entity Relationship Diagram,

 

  1. Attributes,
  2. Relationships and
  3. Various Type Indicators.

The primary purpose of the Entity Relationship Diagram is to represent data objects and their relationships.

 

ER-DIAGRAM


DATA FLOW DIAGRAM

CONTEXT LEVEL DFD FOR COMPUTER SERVICE CENTER

 


Ist Level DFD FOR CUSTOMER COMPLAINT

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Customer

 


Ist Level DFD FOR Computer Service Center Center

 


 

IInd Level DFD FOR Computer Service Center

 


IInd Level DFD for Trouble Ticket

 


  1. DATA MODELING

 

 

Data modeling defines primary data objects, composition of each data object, and attributes of the object, relationships between each object and other objects and between objects and the processes.

List of Tables:

Customer Care Registration– to store of the calls attended by the customer care support team.

 

Field Name Type Constraints Description
Notification_no Int Primary Key Customer care registration
Cust_no Int Not Null Customer Id
Name Char (30) Not Null Status
Date_reg Date Not Null Date of reg
Date_close Date Not Null Closing date
Zone Char (30) Not Null Zone
Product Char (50) Not Null Product
Call_type Char (30) Not Null Call type
Taker Char (30) Not Null Phone no
Service_request Char (30) Not Null Type of request
Priority Char “(30) Not Null Priority of complaint
Remark Char (30) Not Null Remark
Sign_by Char (30) Not Null Signed by
Attend_by Char (30) Not Null Call attended by
Email Char (50) Not Null Email_id
Ticket_no Number(5) Not Null Trouble Ticket no

 


Customers: To store details of the customers

 

Field Name Type Constraints Description
Cust_no Char (30) Primary Key Customer_no
Title Char (50) Not Null Title
Lastname Char (50) Not Null Last name
First name Char (50) Not Null First name
House no Char (50) Not Null House no
Add1 Char (30) Not Null Address 1
Add2 Char (30) Not Null Address 2
Locality Char (30) Not Null Area
Land Mark Char (30) Not Null Landmark
City Char (50) Not Null City
Pincode Number(10) Not Null Pin code
Phone Number(10) Not Null Contact no
Add proof Char (50) Not Null Address proof
Appliance Char (50) Not Null Appliance
Cust_type Char (50) Not Null Customer type
Date_of_purchase Date Not Null Date of purchase

 

Department: To strore details of the department

 

Field Name Type Constraints Description
Dept_no Char (30) Primary Key Department no
Dept_ name Char (50) Not Null Department Name

 

Employee: To store details of the employee working in the washing machine Service center.

 

Field Name Type Constraints Description
Emp_no Char (30) Primary Key Employee no
Firat name Char (50) Not Null First Name
Last Name Char (30) Not Null Last Name
Add1 Char (50) Not Null Address1
Add2 Char (50) Not Null Address2
City Char (50) Not Null City
Pin code Number(10) Not Null Pin code
Phone Number(10) Not Null Contact no
Department Char (50) Not Null Department
Designation Char (50) Not Null Designation
Salary Number (5) Not Null salary

 

User details: To store details of the users

 

Field Name Type Constraints Description
Username Char(30) Not null Username
Password Char(30) Not Null Password
Email Char (30) Not Null Email
Security question Char (50) Not Null Security question used in forget password form
Answer Char (50) Not Null Answer

 

 

Email: To store details of the email send to the customers, to reply customers after consulting the related specialty team.

 

Field Name Type Constraints Description
Email_id Char(30) Not null Email id
Cust_no Char (50) Not Null Customer no
Adte Date Not Null Date
Comment Char (250) Not null Comment  or reply

 


Ticket Table: To store details of the trouble tickets submitted by the customers.

 

Field Name Type Constraints Description
Ticket _no Char(30) Primary Key Trouble ticket no
Date Date Not Null Date of generating
Priority Char (30) Not Null Priority
Subject Char (50) Not Null Subject
Description Char (250) Not Null Description
Type Char (50) Not Null Type
Email Char (50) Not Null Email id
Cust_id Char (50) Not Null Customer id
Cust_name Char (50) Not Null Customer Name

 

Accounts Table: To store details of the Transactions.

 

 

Field Name Type Constraints Description
Account_no Number(10) Primary Key Details of accounts No.
Bank_name Char (30) Not Null Name of the bank
Credit_card_type Char (30) Not Null Visa/ Master card
Amount_mode Char (30) Not Null Online/ western union/


  1. A COMPLETE STRUCTURE

 

Project Plan, Design & Approach

The proposed project will have its main page and will be mainly divided into partially dependent and partially independent modules as:

  1. LOGIN MODULE 
  2. CUSTOMER MASTER
  3. EMPLOYEE MASTER
  4.  UPDATE DETAILS MODULE
  5. SEARCH MASTER
  6. REPORT GENERATION MODULE
  7. VALIDATION HANDLER 
  8. COMPLAINT DETAILS
  9. TROUBLE TICKETS MASTER
  10. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

 

**These modules are described below**

  1. LOGIN MODULE

Login master is the module which checks for a valid candidate when the user enters his user id, password, and link to the correct page or denies and link to the registration page. It is divided in to following functions.

  1. USERID CHECKER

As user id rules the system so a person is known by his uniqueness of his user id. As it is to provide the viable customer system .so the user id is being validated with password in different cases to validate the genuineness of the candidate.

 

 

 

  1.  THE LOGIN STATUS MANAGER.

                        This module keeps the status of the user when logged in and for which purpose and for how much time. As it is an integral part for a paid site to track the user login status if user not logon for certain period of time then their account will be in suspended mode or expires.

 

  1. CUSTOMER MASTER

This module deals with the different state of registration as:

a). Customer building form will be displayed in this module.

b). Clint side validations being handled by validation master

c). Unique customer id checker (checks that the user id being entered by the candidate is unique or not.

d). Auto user id generator generates auto user id in user id field by taking the email id of the user if it is unique or suggest by combining it with some number.

 

  1. DETAILS UPDATE MODULE

Details update module is to deal with updating of profile; with the help of this module one can change/update either her/his own profile or partner’s profile.

 

  1. INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF
  • Basic Information
  • Customer Queries
  • Lead Generation
  • Debit Cards
  • Complaints
  • Ticket number generation

 

 

 

  1. SEARCH MODULE

The main objective of this module is to search the specific details in the project for the customers and administrator the company can send him/her information, through mail on their e-mail address from the database. The project sends the information to their users according to their requirements.

Then it becomes so easy to the administrator to contact the person through this Project.


  1. Report Generation Module

 

This module specially used by the project master or administrator of Project. The main objective of this module is to give the interface to the administrator of Project, so they can manage whole Project. They can view different types of reports like customers details, trouble ticket details, how many tickets generated through Project, what their status etc. In other word we can say that this module is the main module of the site and with the help of this module administrator is able to manage whole Project.

8: Search Master

Search module is an important module in any web site. With the help of this module visitor can search their requirements. An enhanced search tool is made to search data according to different criteria.

 

9: Validation Handler

Validation handler module works with the validations given within the complete running program. This module basically deals with the validation of different entries done during resume building process. This module deals with the discrepancies such as incorrect e-mail, date of birth, address, phone number, amount mode, Cheque number, bank name, credit card number etc in the profile making process and payment process. This module specially integrated with the different pages and forms checks all the given description given in the form by the user to make the system robust, reliable and error free. To finally deal with the any wrong entries being done by the user it validates as well as suggests for correct input.

 

 

10: Response Master

Customer Support Emails

 

  • Email address   support@navisite.com
  • Replies of emails after consulting the related specialty team
  • Follow-up calls/emails wherever needed
  • Diverting cases to concern departments/divisions

The administrators use the response master specially. Basically the use of this module is to help the administrator to response any customer according to his trouble ticket. If the administrator find any suitable solution, they can response to any customer and also can contact those person through this response master.

 

  1. Trouble Tickets

                                    This module is specially meant for customers to get help from the customer care. Trouble ticket forms are filled by the customers; they get notification no. or trouble ticket no. Now when the customer contact or call in the call centre they are asked for their trouble ticket no..As the customer give his tt.no., He get the response or get the duration under which he will get the response.

 


  1. MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF

 

  • Basic Information
  • Customer Queries
  • Lead Generation
  • Debit Cards
  • Complaints
  • Ticket number generation

 

  • FLOW DIAGRAMS

 

  • Activity diagrams are mainly used as a flow chart consists of activities performed by the system. But activity diagram are not exactly a flow chart as they have some additional capabilities. These additional capabilities include branching, parallel flow, swim lane etc.
  • Before drawing an activity diagram we must have a clear understanding about the elements used in activity diagram. The main element of an activity diagram is the activity itself. An activity is a function performed by the system. After identifying the activities we need to understand how they are associated with constraints and conditions.
  • Once the above mentioned parameters are identified we need to make a mental layout of the entire flow. This mental layout is then transformed into an activity diagram.


 

  • LOGIN

 


  1. ONLINE PURCHASING

 

 

 

 

 

 

 

 

 

 

 

 

  1. ADMIN PANEL

 


A-2 USE CASE DIAGRAM

 

 

  • Use Case Diagram: The Creation of the use Case model in an Excellent vehicle for elicitation of functional requirements.

 

 

 

  • Administrative Staff
  • of the Customer
  • Care

 

 

Report Generation

 

The reports generated by the administrator are

 

  • Users Details
  • Calls Details
  • Details of the Trouble Tickets Generated by the customers.
  • Details of the Tickets Solved
  • Feedback Reports
  • Customer Details.

 

 

  1. TOOLS / PLATFORM, HARDWARE AND SOFTWARE REQUIREMENT SPECIFICATION

 

 

HARDWARE:

 

Processor                                :        Pentium 2.4 GHz or above

Memory                                   :        256 MB RAM or above

Cache Memory                        :        128 KB or above

Printer                                    :         Laser Printer

Pen Drive                                :        5 GB

 

SOFTWARE:

 

Operating System                   :       Windows XP (Professional).

Font-End Tool                                    :       ASP.NET

Back-End                                :       SQL Server 2005

 

 

.NET FRAMEWORK

 

Advantages of the .NET Framework

  • Some advantages of the .NET Framework are:
    • Consistent programming model
    • Multi-platform applications
    • Multi-language integration
    • Automatic resource management
    • Ease of deployment

Security

  • Evidence-based security (authentication)
  • Based on user identity and code identity
  • Configurable policies
  • Imperative and declarative interfaces

 


SQL SERVER

Microsoft SQL Server is an application used to create computer databases for the Microsoft Windows family of server operating systems. It provides an environment used to generate databases that can be accessed from workstations, the web, or other media such as a personal digital assistant (PDA). Microsoft SQL Server is probably the most accessible and the most documented enterprise database environment right now. This also means that you can learn it a little quicker than most other database environments on the market.

 

 

  • The project is based on multi-tier architecture where the application is divided into three logical constituents-

 

  1. User Services – Provide services such as user interface. (Asp.Net, C# application in this case).
  2. Customer Business services – Implement business rules as per the requirement of the customer query
  3. Data Services – Provide handling and validation of data. (SQL-SERVER in this case). Example case number, customer organization number, core team specialty code, engineer code and alias etc.

 

Client end
Business Logic
Data Repository

 

 

 

 

 

Software requirements:-       .Net is used for front end application (ASP.NET, C#, AJAX, JAVA-SCRIPT, J-QUERY and CSS.)
8. SECURITY AND VALIDATION CHECKS

As the FINE care India  System  provided comprehensive and multi-level security. The application allows the user to key in their User Name and their Password. It keeps your data secure from unauthorised access, modification or reporting by allowing you to create as many ‘users’ as you wish.

 

Hierarchical User Roles:

 

Another level of Security will be established by setting up of various User-Roles. Every user will have their roles specified and hence the accessibility of Information will base on their User-Role and Hierarchical position. It is well customizable, but we have set our system for the following user-roles as ADMINISTRATOR, Management, STAFF, RECEPTION, and OTHERS. Each these individual has a user name and password, and after an authorize Login, they get only their concern information, which is set by the Management.

 

Oracle Database Based Security System:

 

I have used own username and password for Oracle Database instead of ‘Scott’ and ‘tiger’. I have changed administrator password according to my password, so that no one can enter my internal parts of Oracle Database.


  1. FUTURE SCOPE OF THE PROJECT

Like all other systems this system will remain feasible in the long run only if it provides the solutions to the current and future needs of “The Administrative Support System For Computer Service Center ” and must be up to date as per the requirement of the Customer Care, it should evolve continually so as to incorporate the necessary changes.

  1. Currently it is intended to be running on ASP.Net; I am updating it so that it can have more subjects so that everybody having different knowledge can test his/her capabilities.
  2. Administrative Support System for Computer Service Center on Mobile phone is one of the upcoming ideas to upgrade this software. C# is compatible with WML used in mobile programming using XML and ASP.
  3. The project can also be upgraded to run on networking protocols.
  4. Compatible with .Net plate-form to easily handle with other MS Programming Language.

 

 

  1. LIMITATION OF THE PROJECT

 

1).Platform Dependent

Platform dependency is the main limitation of the project system, because

it will  run only on MS Windows OS based machines.

 

 

  1. BIBLIOGRAPHY

There are some study materials which is used by me to develop my software system, which are as follows:

 

Books

 

  • Oracle10g : The Complete Reference

Pl / sql (By Ivan N. Bayross.),BPB Publication, New Delhi

  • Mastering c# ( Evangelos Petroutsos) , BPB

Publication ,New  Delhi

  • Introduction to System Analysis and Design, Third Edition

(By   I. T.  Hawryszkiewycz) Prentice-Hall of India Pvt. Ltd.,

New Delhi

 

 

Software Tutorials:

  • Documentation Library Home Page for Oracle10g
  • Microsoft Developer Network (MSDN) Library Help Visual Studio 10 release

 

 

 

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