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 |
- TITLE OF THE PROJECT
COMPUTER SERVICE CENTER
- 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.
- 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.
- SYSTEM STUDY & ANALYSIS PRINCIPLES OF SYSTEM ANALYSIS
- Understand the problem before you begin to create the analysis model.
- Develop prototypes that enable a user to understand how human machine interaction will occur.
- Record the origin of and the reason for every requirement.
- Use multiple views of requirements like building data, function and behavioral models.
- 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:
- To provide an indication of how data are transformed as they move through the system.
- 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,
- Attributes,
- Relationships and
- 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
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 |
| 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 |
| Char (30) | Not Null | ||
| 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 |
| 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/ |
- 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:
- LOGIN MODULE
- CUSTOMER MASTER
- EMPLOYEE MASTER
- UPDATE DETAILS MODULE
- SEARCH MASTER
- REPORT GENERATION MODULE
- VALIDATION HANDLER
- COMPLAINT DETAILS
- TROUBLE TICKETS MASTER
- MANAGING INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF
**These modules are described below**
- 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.
- 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.
- 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.
- 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.
- 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.
- INBOUND TICKETS/CREATED BY FRONT END SUPPORT STAFF
- Basic Information
- Customer Queries
- Lead Generation
- Debit Cards
- Complaints
- Ticket number generation
- 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.
- 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 [email protected]
- 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.
- 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.
- 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
- ONLINE PURCHASING
- 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.
- 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-
- User Services – Provide services such as user interface. (Asp.Net, C# application in this case).
- Customer Business services – Implement business rules as per the requirement of the customer query
- 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.
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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.
- 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.
- 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.
- 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.
- The project can also be upgraded to run on networking protocols.
- Compatible with .Net plate-form to easily handle with other MS Programming Language.
- 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.
- 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