SIKKIM MANIPAL UNIVERSITY<\/p>\n
PROJECT REPORT<\/p>\n
ON<\/p>\n
\u201cCUSTOMER CARE SUPPORTIVE SYSTEM\u201d<\/p>\n
Submitted in partial fulfillment of the requirements for qualifying<\/p>\n
Bachelor of Computer Application<\/p>\n
SUBMITTED BY<\/p>\n
NAME :<\/p>\n
ENROLLMENT NO :<\/p>\n
UNDER SUPERVISION OF:<\/p>\n
Declaration<\/p>\n
I here by declare that the project report entitled \u201c(Title of the Project)\u201d
\nSubmitted in partial fulfillment and requirement for the degree of \u201c(Course Name)\u201d to Sikkim Manipal University, India is my original work and not submitted for the award of any other degree, diploma, fellowship, or any similar title of prizes.<\/p>\n
Place :\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026. (Name of Student)<\/p>\n
Date :\u2026\u2026\u2026\u2026\u2026\u2026\u2026\u2026. Reg. No.<\/p>\n
Course-Semester<\/p>\n
Examiner\u2019s Certificate<\/p>\n
This is to certify that project report submitted by \u201c(Name of Student)\u201d entitled \u201c(Name of Project)\u201d is approved and is acceptable in quality and form.<\/p>\n
Internal Examiner External Examiner<\/p>\n
Name of Examiner
\nDesignation
\nCollege \/ Organization<\/p>\n
Ref. No:___________ Date:_____________<\/p>\n
Certificate of Guide<\/p>\n
This is to certify that project report entitled \u201c(Name of Project)\u201d, Submitted in partial fulfillment and requirement for the degree of \u201c(Course Name)\u201d to Sikkim Manipal University, India by \u201c(Name of the Student)\u201d has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other degree, diploma, fellowship, or any similar titles or prizes and the work has not been published in any journal or magazine.<\/p>\n
Certified By-<\/p>\n
Name of the Project Guide
\nDesignation
\nCollege \/ Organization<\/p>\n
Acknowledgment 3<\/p>\n
Declaration 4<\/p>\n
1. Introduction & Objectives of the Project 7
\n1.1 Introduction 7
\n1.2 Objectives 7
\n1.3 Advantage 9
\n1.4 Drawback of Current Manual-System 10
\n1.5 Proposed System 12
\n1.6 Need 13<\/p>\n
2. System Study
\n2.1 Preliminary Investigation 25
\n2.2 System Development Life Cycle 26<\/p>\n
3. System Analysis
\n3.1 Importance of Computerized System 32
\n3.2 Principle of System Analysis 33<\/p>\n
4. System Design
\n4.1 System Design 36
\n4.2 Data Modeling 40
\n4.3 E-R Diagram 44
\n4.4 Context Level DFD 47
\n4.5 Modules 52
\n4.6 Process Logic for Each Modules 57
\n4.7 Tool\/Platform, Hardware and Software Requirement Specification 58
\n4.8 Scheduling 59<\/p>\n
5. System Development
\n5.1 Source Code 62
\n5.2 Code Efficiency 115<\/p>\n
6. Testing
\n6.1 Testing Phase 116
\n6.2 Level of Testing 117
\n6.3 Test Cases 122
\n6.4 Verification and Validation (V&V) 128<\/p>\n
7. System Implementation<\/p>\n
7.1 Post Implementation Maintenance and Review 130
\n7.2 Hardware Evaluation Factors 131
\n7.3 Software Evaluation Factors 132
\n7.4 Conversion and Training 133
\n7.5 Training Needs 134<\/p>\n
8. Cost Estimation of the Project 135<\/p>\n
9. GANTT & PERT CHART 136<\/p>\n
10. Security and Validations 139<\/p>\n
11. Scope of Future Application 141<\/p>\n
12. Conclusion 144<\/p>\n
13.Bibliography 145<\/p>\n
14.Glossary 146<\/p>\n
1. INTRODUCTION<\/p>\n
The Customer Care industry has skyrocketedto one of the most lucrative and important Businessesin the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up. With the rising competition, the margin for error has become negligible. Each call center today employs stringent quality measures and constantly looks for improvement. In fact call center improvement services are also extremely popular within the industry.<\/p>\n
A Customer Care Supportive System is a central place or network of places where customer\u2019s queries based tickets\/cases are handled by an enterprise. It needs to handle a considerable volume of tickets at the same time; to screen cases\/tickets and forward them to someone qualified to handle them, and to log notes in a case\/ticket management system.
\nIt is a functional area within an organization or an outsourced separate facility that exists solely to answer queries of the customers in the form of tickets\/cases; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound case\/ticket\/call-handling services also.<\/p>\n
1.2 Objectives of the project<\/p>\n
\uf0d8 The Customer Care industry has skyrocketed to one of the most lucrative and important businesses in the world. Countries like India, Netherlands etc are the forerunners in the business. But leading countries like US and the UK are also fast catching up.
\n\uf0d8 The objective of the Project is to reduce theman force and work load and making economical and real-time problem solving system so that customer can get response immediate and queries can be managed quickly. Process dictates all the action that a company takes in order to satisfy the customer, reduce costs and gather market intelligence.<\/p>\n
SOFTWARE & HARDWARE REQUIREMENTS<\/p>\n
\u201cClient-Server approach with XML \/ ASP.NET\u201d<\/p>\n
The need of today\u2019s software development is competence in a GUI based front-end tool, which can connect to Relational Database engines. This gives the programmer the opportunity to develop client server based commercial applications.<\/p>\n
FRONT END<\/p>\n
.NET programming tools are complete programming environments. It allows programmers to build a GUI program using the various on-screen controls such as buttons, text, menus, boxes etc. These controls are placed on a form and then the processing details related with each control are filled in.<\/p>\n
In the business world, competitive strategies have become the order of the day to improve quality, cut costs and provide a high response customer service base. Most organizations today need to be market driven and do a lot of value addition to their products and services. This naturally calls for rational decision making, which requires information. Information Technology or IT provides that effective channel to support and implement this strategy. Client\/Server is the technology that empowers the desktop, thus setting a trend for the way successful organizations will use technology in the next decade.<\/p>\n
INTRODUCTION TO .NET<\/p>\n
What is .NET?
\n\u2022 A vision of how information technology will evolve
\n\u2022 A platform that supports the vision
\n\u2022 A business model of software as a service<\/p>\n
1. A Vision.
\n\u2022 Web sites will be joined by Web services
\n\u2022 New smart devices will join the PC
\n\u2022 User interfaces will become more adaptable and customizable
\n\u2022 Enabled by Web standards<\/p>\n
2. A Platform.
\n\u2022 The .NET Framework
\n\u2022 Visual Studio.NET
\n\u2022 .NET Enterprise Servers
\no Database, Messaging, Integration, Commerce, Proxy, Security, Mobility, Orchestration, Content Management
\n\u2022 .NET Building Block Services
\no Passport
\no .NET My Services (\u201cAppin\u201d)
\n\u2022 Goal: make it incredibility easy to build powerful Web applications and Web services<\/p>\n
3. A business model.
\n\u2022 Software as a service
\n\u2022 Subscription-based services
\n\u2022 Application hosting, e.g. bCentral<\/p>\n
Interoperability: Web languages and protocols must be compatible with one another independent of hardware and software.<\/p>\n
Evolution: The Web must be able to accommodate future technologies. Encourages simplicity, modularity and extensibility.<\/p>\n
Decentralization: Facilitates Scalability and Robustness.<\/p>\n
Web Services
\n\u2022 A programmable application component accessible via standard Web protocols
\n\u2022 The center of the .NET architecture
\n\u2022 Exposes functionality over the Web
\n\u2022 Built on existing and emerging standards are HTTP, XML, SOAP, UDDI, WSDL, \u2026<\/p>\n
The .NET Framework<\/p>\n
What is the .NET Framework?
\n\u2022 A set of technologies for developing and using components to create:
\no Web Forms
\no Web Services
\no Windows Applications
\n\u2022 Supports the software lifecycle
\no Development
\no Debugging
\no Deployment
\no Maintenance
\n\u2022 Application Architectures
\no The Different types of Applications may vary from single-tier desktop applications (applications that follow the single-tier architecture) to multi-tier applications (applications that follow the two-, three, or n-tier architecture)
\no Single-tier architecture
\n\uf02d A single executable file handles all functions relating to the user, business, and data service layers.
\no Two-tier architecture
\n\uf02d Divides an application into the following two components:
\n\uf076 Client
\n\uf076 Server
\no Three-tier architecture
\n\uf02d All the three service layers reside separately, either on the same machine or on different machines.
\no n-tier architecture
\n\uf02d Uses business objects for handling business rules and data access.
\n\uf02d Has multiple servers handling business services.<\/p>\n
The .NET Initiative
\n\u2022 The introduction of the Internet and its rapid growth in the recent past has led to the development of a number of new Technologies.
\n\u2022 One of the most important requirements of such applications is the ability to interchange information across platforms and to benefit from the functionality provided by other applications.
\n\u2022 In the current scenario, although applications serve organization-specific requirements, they are not interoperable. Microsoft has introduced the .NET initiative with the intention of bridging the gap in interoperability between applications.
\n\u2022 The .NET initiative offers a complete suite for developing and deploying applications, which consists of the following:
\no NET products: Microsoft has already introduced Visual Studio .NET, which is a tool for developing NET applications by using programming languages such as Visual Basic, C#, and Visual C++.
\no NET services: Microsoft is coming up with its own set of Web services, known as My Services. These services are based on the Microsoft Passport Authentication service, the same service that is used in Hotmail.<\/p>\n
Explanation of the .NET Framework
\n\u2022 Is a collection of services and classes?
\n\u2022 Exists as a layer between .NET applications and the underlying operating system.
\n\u2022 Encapsulates much of the functionality, such as debugging and security services.
\n\u2022 The following figure depicts the components of the .NET Framework:<\/p>\n
The .NET Framework Base Classes or the .NET Class Framework<\/p>\n
\u2022 Consists of a class library that works with any .NET language, such as Visual Basic .NET and C#.
\n\u2022 Provides classes that can be used in the code to accomplish a range of common programming tasks.
\n\u2022 Comprises
\no Namespaces: Namespaces help you to create logical groups of related classes and interfaces that can be used by any language targeting the .NET Framework.
\no Assembly: An assembly is a single deployable unit that contains all the information about the implementation of classes, structures, and interfaces.
\n\u2022 The Common Language Runtime
\no Provides functionality such as exception handling, security, debugging, and versioning support to any language that targets it.
\no Can host a variety of languages and offer a common set of tools across these languages, ensuring interoperability between the codes.<\/p>\n
\u2022 Provides the following features:
\no Automatic memory management
\no Standard type system
\no Language interoperability
\no Platform independence
\no Security management
\no Type safety<\/p>\n
Advantages of the .NET Framework<\/p>\n
\u2022 Some advantages of the .NET Framework are:
\no Consistent programming model
\no Multi-platform applications
\no Multi-language integration
\no Automatic resource management
\no Ease of deployment<\/p>\n
ADO.NET<\/p>\n
\u2022 Is a model used by Visual Basic .NET applications to communicate with a database for retrieving, accessing, and updating data?
\n\u2022 Uses a structured process flow to interact with a database.<\/p>\n
ADO .NET Data Access
\nMost applications need data access at one point of time making it a crucial component when working with applications. Data access is making the application interact with a database, where all the data is stored. Different applications have different requirements for database access. VB.NET uses ADO.NET (Active X Data Object) as it’s data access and manipulation protocol, which also enables us to work with data on the Internet. Let’s take a look why ADO.NET came into picture replacing ADO.<\/p>\n
Evolution of ADO.NET
\nThe first data access model, DAO (data access model) was created for local databases with the built-in Jet engine which had performance and functionality issues. Next came RDO (Remote Data Object) and ADO (Active Data Object) which were designed for Client Server architectures but soon ADO took over RDO. ADO was a good architecture but as the language changes so is the technology within it. With ADO, all the data is contained in a record set object which had problems when implemented on the network (Internet) and penetrating firewalls. ADO was a connected data access which means that when a connection to the database is established the connection remains open until the application is closed, which raises concerns about database security and network traffic. And also as databases are becoming increasingly important and as they are serving more people a connected data access model makes us think about its use. For example, an application with connected data access may do well when connected to two clients, the same may do poorly when connected to 10 and might be unusable when connected to 100 or more. Also, open database connections use system resources to a maximum extent making the system performance less effective.<\/p>\n
Why ADO.NET?<\/p>\n
To cope up with some of the problems mentioned above, ADO.NET came into existence. ADO.NET addresses the above mentioned problems by maintaining a disconnected database access model which means that when an application interacts with the database the connection is opened to serve the request of the application and is closed as soon as the request is completed. Likewise if a database is updated, the connection is opened long enough to complete the Update operation and is closed. By keeping connections open for only a minimum period of time ADO.NET conserves system resources and provides maximum security for databases and also has less impact on system performance. Also, ADO.NET when interacting with database uses XML by converting all the data into XML and using it for database related operations making them more efficient.<\/p>\n
Features of ADO.NET
\n\u2022 Disconnected data architecture \u2014 Applications connect to the database only while retrieving and updating data.
\n\u2022 Data cached in datasets \u2014 ADO.NET is based on a disconnected data structure. Therefore, the data is retrieved and stored in datasets.
\n\u2022 Data transfer in XML format \u2014 ADO.NET uses XML for transferring information from a database into a dataset and from the dataset to another component.
\n\u2022 Interaction with the database is done through data commands.<\/p>\n
ADO.NET Object Model
\nKey Components of the ADO.NET Model
\n\u2022 Data Provider
\no Is used for connecting to a database, retrieving data, and storing the data.
\n\u2022 Is of two types:
\no OLE DB data provider
\no SQL Server data provider<\/p>\n
Components of a Data Provider
\n\u2022 Connection
\no Used to establish a connection with a data source
\no Some commonly used properties and methods:
\n\uf076 ConnectionString property
\n\uf076 Open()method
\n\uf076 Close()method
\n\uf076 State property
\n\u2022 Data adapter
\no Creates a dataset and updates the database.
\no Handles data transfer between the database and the dataset through its properties and methods.
\no Displays the data through the process of table mapping.
\no Are of two types:
\n\uf076 SqlDataAdapter
\n\uf076 OleDbDataAdapter<\/p>\n
\u2022 Data command<\/p>\n
o Is a SQL statement or a stored procedure that is used to retrieve, insert, delete, or modify data from a data source.
\no Is an object of the OleDbCommand or SQLCommand class.<\/p>\n
\u2022 Data reader<\/p>\n
o Is used to retrieve data from a data source in a read-only and forward-only mode.
\no Stores a single row at a time in the memory.
\no Commonly used methods:
\n\uf076 Read()
\n\uf076 Close()
\n\uf076 NextResult()<\/p>\n
\u2022 Dataset<\/p>\n
o Is a disconnected, cached set of records that are retrieved from a database.
\no Is present as a DataSet class in the System.Data namespace.
\no Has its own object model.<\/p>\n
2.1 PRELIMINARY INVESTIGATION<\/p>\n
System development, a process consisting of two major steps of system analysis and design, start when management or sometimes system development personnel feel that a new system or an improvement in the existing system is required. The system development life cycle is classically thought of as the set of activities that analysts, designers and users carry out to develop and implement an information system. The system development life cycle consists of the following activities:<\/p>\n
\uf0d8 Preliminary investigation
\n\uf0d8 Determination of system requirements
\n\uf0d8 Design of system
\n\uf0d8 Development of software
\n\uf0d8 System testing
\n\uf0d8 Implementation, evaluation, and maintenance<\/p>\n
A request to take assistance from information system can be made for many reasons, but in each case someone in the organization initiates the request is made, the first system activity the preliminary investigation begins. This activity has three parts:
\n1) Request clarification
\n2) Feasibility study
\n3) Request approval<\/p>\n
Request clarification: Many requests from employees and users in the organizations are not clearly defined, therefore it becomes necessary that project request must be examined and clarified properly before considering systems investigation.<\/p>\n
2.2 SYSTEM DEVELOPMENT LIFE CYCLE<\/p>\n
Systems are created to solve problems. One can think of the systems approach as an organized way of dealing with a problem. In this dynamic world, the subject System Analysis and Design (SAD), mainly deals with the software development activities.<\/p>\n
DEFINING A SYSTEM<\/p>\n
A collection of components that work together to realize some objective forms a system. Basically there are three major components in every system, namely input, processing and output.
\nIn a system the different components are connected with each other and they are interdependent. For example, human body represents a complete natural system. We are also bound by many national systems such as political system, economic system, educational system and so forth. The objective of the system demands that some output is produced as a result of processing the suitable inputs.
\nSYSTEM LIFE CYCLE<\/p>\n
System life cycle is an organizational process of developing and maintaining systems. It helps in establishing a system project plan, because it gives overall list of processes and sub-processes required for developing a system.
\nSystem development life cycle means combination of various activities. In other words we can say that various activities put together are referred as system development life cycle. In the System Analysis and Design terminology, the system development life cycle means software development life cycle.<\/p>\n
Following are the different phases of software development cycle:<\/p>\n
\uf0a7 System study
\n\uf0a7 Feasibility study
\n\uf0a7 System analysis
\n\uf0a7 System design
\n\uf0a7 Coding
\n\uf0a7 Testing
\n\uf0a7 Implementation
\n\uf0a7 Maintenance<\/p>\n
The Different Phases Of Software Development Life Cycle Are Shown Below.<\/p>\n
A system analysis is a separation of a substance into parts for study and their implementation and detailed examination.
\nBefore designing any system it is important that the nature of the business and the way it currently operates are clearly understood. The detailed examination provides the specific data required during designing in order to ensure that all the client’s requirements are fulfilled. The investigation or the study conducted during the analysis phase is largely based on the feasibility study. Rather it would not be wrong to say that the analysis and feasibility phases overlap. High-level analysis begins during the feasibility study. Though analysis is represented as one phase of the system development life cycle (SDLC), this is not true. Analysis begins with system initialization and continues until its maintenance. Even after successful implementation of the system, analysis may play its role for periodic maintenance and up gradation of the system.
\nOne of the main causes of project failures is inadequate understanding, and one of the main causes of inadequate understanding of the requirements is the poor planning of system analysis.
\nAnalysis requires us to recall the objectives of the project and consider following three questions:<\/p>\n
\uf0fc What type of information is required?
\n\uf0fc What are the constraints on the investigation?
\n\uf0fc What are the potential problems that may make the task more difficult?<\/p>\n
WATER FALL MODEL<\/p>\n
Model adopted in Customer Care Supportive System IS Water Fall Model. The waterfall model is a sequential design process, often used in software development processes, in which progress is seen as flowing steadily downwards (like a waterfall) through the phases of Conception, Initiation, Analysis, Design, Construction, Testing, Production\/Implementation and Maintenance.<\/p>\n
3.1 IMPORTANCE OF COMPUTERIZED CUSTOMER CARE SUPPORTIVE SYSTEM<\/p>\n
There are several attributes in which the computer based information works. Broadly the working of computer system is divided into two main groups:<\/p>\n
\u2022 Transaction System
\n\u2022 Decision Support System<\/p>\n
Transaction System:<\/p>\n
A transaction is a record of some well-defined single and usually small occurrence in a system. Transactions are input into the computer to update the database files. It checks the entering data for its accuracy. This means that numeric data appears in numeric field and character data in character field. Once all the checks are made, transaction is used to update the database. Transaction can be inputted in on-line mode or batch mode. In on-line mode, transactions are entered and updated into the database almost instantaneously. In batch mode, transactions are collected into batches, which may be held for a while and inputted later.<\/p>\n
Decision Support System:<\/p>\n
It assists the user to make analytical decision. It shows the various data in organized way called analysis. This analysis can be made to syrdy preferences and help in making decisions.<\/p>\n
Computer system works out best with record maintenance. It will tell you which customer would get how much pending\/reports statements. It will also help to search the information about a particular person by simply entering his telephone number. User can store information as per requirement, which can be used for comparison with other reports.<\/p>\n
3.2 PRINCIPLES OF SYSTEM ANALYSIS<\/p>\n
Principles:
\n1. Understand the problem before you begin to create the analysis model.
\n2. Develop prototypes that enable a user to understand how human machine interaction will occur.
\n3. Record the origin of and the reason for every requirement.
\n4. Use multiple views of requirements like building data, function and behavioral models.
\n5. Work to eliminate ambiguity.<\/p>\n
A Complete Structure:<\/p>\n
The limited time and resources have restricted us to incorporate, in this project, only the main activities that are performed in news sites, but utmost care has been taken to make the system efficient and user friendly.<\/p>\n
For the optimum use of practical time it is necessary that every session is planned. Planning of this project will include the following things:<\/p>\n
\u2022 Topic Understanding.
\n\u2022 Modular Break \u2013 Up of the System.
\n\u2022 Processor Logic for Each Module.
\n\u2022 Database Requirements.<\/p>\n
Topic Understanding:<\/p>\n
It is vital that the field of application as introduced in the project may be totally a new field. So as soon as the project was allocated to me, I carefully went through the project to identify the requirements of the project.<\/p>\n
Modular Break \u2013Up of the System:<\/p>\n
\uf0d8 Identify The Various Modules In The System.
\n\uf0d8 List Them In The Right Hierarchy.
\n\uf0d8 Identify Their Priority Of Development
\n\uf0d8 Description Of The Modules:<\/p>\n
4.1 SYSTEM DESIGN
\nThe design document that we will develop during this phase is the blueprint of the software. It describes how the solution to the customer problem is to be built. Since solution to complex problems isn\u2019t usually found in the first try, iterations are most likely required. This is true for software design as well. For this reason, any design strategy, design method, or design language must be flexible and must easily accommodate changes due to iterations in the design. Any technique or design needs to support and guide the partitioning process in such a way that the resulting sub-problems are as independent as possible from each other and can be combined easily for the solution to the overall problem. Sub-problem independence and easy combination of their solutions reduces the complexity of the problem. This is the objective of the partitioning process. Partitioning or decomposition during design involves three types of decisions: –
\nDefine the boundaries along which to break;
\nDetermine into how money pieces to break; and
\nIdentify the proper level of detail when design should stop and implementation should start.<\/p>\n
Basic design principles that enable the software engineer to navigate the design process suggest a set of principles for software design, which have been adapted and extended in the following list:<\/p>\n
Free from the suffer from “tunnel vision.” A good designer should consider alternative approaches, judging each based on the requirements of the problem, the resources available to do the job.
\nThe design should be traceable to the analysis model. Because a single element of the design model often traces to multiple requirements, it is necessary to have a means for tracking how requirements have been satisfied by the design model.
\n4.2 DATA MODELING<\/p>\n
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.<\/p>\n
List of Tables:
\nCall Registration- to store of the calla\\s attended by the customer care support team.
\nField Name Type Constraints Description
\nNotification_no Int Primary Key Call registration
\nCust_no Int Not Null Customer Id
\nName Char (30) Not Null Status
\nDate_reg Date Not Null Date of reg
\nDate_close Date Not Null Closing date
\nZone Char (30) Not Null Zone
\nProduct Char (50) Not Null Product
\nCall_type Char (30) Not Null Call type
\nTaker Char (30) Not Null Phone no
\nService_request Char (30) Not Null Type of request
\nPriority Char \u201c(30) Not Null Priority of complaint
\nRemark Char (30) Not Null Remark
\nSign_by Char (30) Not Null Signed by
\nAttend_by Char (30) Not Null Call attended by
\nEmail Char (50) Not Null Email_id
\nTicket_no Number(5) Not Null Trouble Ticket no<\/p>\n
Customers: To store details of the customers
\nField Name Type Constraints Description
\nCust_no Char (30) Primary Key Customer_no
\nTitle Char (50) Not Null Title
\nLastname Char (50) Not Null Last name
\nFirst name Char (50) Not Null First name
\nHouse no Char (50) Not Null House no
\nAdd1 Char (30) Not Null Address 1
\nAdd2 Char (30) Not Null Address 2
\nLocality Char (30) Not Null Area
\nLand Mark Char (30) Not Null Landmark
\nCity Char (50) Not Null City
\nPincode Number(10) Not Null Pin code
\nPhone Number(10) Not Null Contact no
\nAdd proof Char (50) Not Null Address proof
\nAppliance Char (50) Not Null Appliance
\nCust_type Char (50) Not Null Customer type
\nDate_of_purchase Date Not Null Date of purchase<\/p>\n
Department: To strore details of the department
\nField Name Type Constraints Description
\nDept_no Char (30) Primary Key Department no
\nDept_ name Char (50) Not Null Department Name<\/p>\n
Employee: To store details of the employee working in the call center
\nField Name Type Constraints Description
\nEmp_no Char (30) Primary Key Employee no
\nFirat name Char (50) Not Null First Name
\nLast Name Char (30) Not Null Last Name
\nAdd1 Char (50) Not Null Address1
\nAdd2 Char (50) Not Null Address2
\nCity Char (50) Not Null City
\nPin code Number(10) Not Null Pin code
\nPhone Number(10) Not Null Contact no
\nDepartment Char (50) Not Null Department
\nDesignation Char (50) Not Null Designation
\nSalary Number (5) Not Null salary<\/p>\n
User details: To store details of the users
\nField Name Type Constraints Description
\nUsername Char(30) Not null Username
\nPassword Char(30) Not Null Password
\nEmail Char (30) Not Null Email
\nSecurity question Char (50) Not Null Security question used in forget password form
\nAnswer Char (50) Not Null Answer<\/p>\n
Email: To store details of the email send to the customers, to reply customers after consulting the related specialty team.
\nField Name Type Constraints Description
\nEmail_id Char(30) Not null Email id
\nCust_no Char (50) Not Null Customer no
\nAdte Date Not Null Date
\nComment Char (250) Not null Comment or reply<\/p>\n
Ticket Table: To store details of the trouble tickets submitted by the customers.
\nField Name Type Constraints Description
\nTicket _no Char(30) Primary Key Trouble ticket no
\nDate Date Not Null Date of generating
\nPriority Char (30) Not Null Priority
\nSubject Char (50) Not Null Subject
\nDescription Char (250) Not Null Description
\nType Char (50) Not Null Type
\nEmail Char (50) Not Null Email id
\nCust_id Char (50) Not Null Customer id
\nCust_name Char (50) Not Null Customer Name<\/p>\n
E-R DIAGRAM<\/p>\n
4.4. DATA FLOW DIAGRAM<\/p>\n
CONTEXT LEVEL DFD FOR
\nCustomer Care Supportive System<\/p>\n
DFD FOR CUSTOMER COMPLAINT<\/p>\n
Customer<\/p>\n
DFD FOR CUSTOMER CARE EXECUTIVE (EMPLOYEE)<\/p>\n
DFD FOR MONITORING<\/p>\n
DFD FOR COMPLAINT TICKET<\/p>\n
4.5 MODULES
\nProject Plan, Design & Approach
\nThe proposed project will have its main page and will be mainly divided into partially dependent and partially independent modules as:
\n1. LOGIN MODULE
\n2. CUSTOMER MASTER
\n3. EMPLOYEE MASTER
\n4. UPDATE DETAILS MODULE
\n5. SEARCH MASTER
\n6. REPORT GENERATION MODULE
\n7. VALIDATION HANDLER
\n8. COMPLAINT DETAILS
\n9. TROUBLE TICKETS MASTER
\n10. MANAGING INBOUND TICKETS\/CREATED BY FRONT END SUPPORT STAFF<\/p>\n
**These modules are described below**
\n1. LOGIN MODULE
\nLogin 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.
\nA. USERID CHECKER
\nAs user id rules the system so a person is known by his uniqueness of his user id. As it is to provide the viable candidate system .so the user id is being validated with password in different cases to validate the genuineness of the candidate.
\nB. THE LOGIN STATUS MANAGER.
\nThis 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.
\n2. CUSTOMER MASTER
\nThis module deals with the different state of registration as:
\na). Customer building form will be displayed in this module.
\nb). Clint side validations being handled by validation master
\nc). Unique customer id checker (checks that the user id being entered by the candidate is unique or not.
\nd). 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.
\ne). All data about any new customers of site will be stored in
\ndatabase.<\/p>\n
3. DETAILS UPDATE MODULE
\nDetails 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\u2019s profile.<\/p>\n
4. INBOUND TICKETS\/CREATED BY FRONT END SUPPORT STAFF
\n\u2022 Basic Information
\n\u2022 Customer Queries
\n\u2022 Lead Generation
\n\u2022 Debit Cards
\n\u2022 Complaints
\n\u2022 Ticket number generation<\/p>\n
5. SEARCH MODULE
\nThe 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.
\nThen it becomes so easy to the administrator to contact the person through this Project.<\/p>\n
6. Report Generation Module
\nThis 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.<\/p>\n
7: SEARCH MASTER
\nSearch 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.<\/p>\n
8: VALIDATION HANDLER
\nValidation 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.<\/p>\n
9 RESPONSE MASTER
\nCustomer Support Emails
\n\u2022 Email address support@navisite.com
\n\u2022 Replies of emails after consulting the related specialty team
\n\u2022 Follow-up calls\/emails wherever needed
\n\u2022 Diverting cases to concern departments\/divisions
\nThe 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.<\/p>\n
10. TROUBLE TICKETS
\nThis 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.<\/p>\n
11. MANAGING INBOUND TICKETS\/CREATED BY FRONT END SUPPORT STAFF
\n\u2022 Basic Information
\n\u2022 Customer Queries
\n\u2022 Lead Generation
\n\u2022 Debit Cards
\n\u2022 Complaints
\n\u2022 Ticket number generation<\/p>\n
4.6 Process Logic for Each Module:<\/p>\n
In the first module, validity of password is checked against a particular user.<\/p>\n
In the second module, whenever a new entity is entered it should be checked for the duplicate data.<\/p>\n
In the third and fourth module, just like the first module it should have the proper checks for every entity being modified or updated.<\/p>\n
In the fifth and sixth module, again the validation checks are made and the different reports are generated to ease the business processes and decision making.<\/p>\n
(IV) Report Generation<\/p>\n
‘Crystal Reports’ is a popular third party package that is included with ASP.NET, which allows you to create reports for your application. The package consists of a designer – where you can design and test the reports, Crystal Reports API calls and Crystal Report Viewer control. The reports generated by the administrator are<\/p>\n
\uf076 Users Details
\n\uf076 Customers Details
\n\uf076 Calls Details
\n\uf076 Employees Details
\n\uf076 Calls Closed<\/p>\n
4.7 TOOLS \/ PLATFORM, HARDWARE AND SOFTWARE REQUIREMENT SPECIFICATION<\/p>\n
\uf076 The project is based on The three tier architecture where the application is divided into three logical constituents-
\n\uf0d8 User Services \u2013 Provide services such as user interface. (Asp.Net, C# application in this case).
\n\uf0d8 Business services \u2013 Implement business rules
\n\uf0d8 Data Services \u2013 Provide handling and validation of data. (SQL-SERVER in this case)<\/p>\n
\uf076 Minimum Hardware requirements
\nPentium IV Processor
\n60 GB hard Disk
\n512 MB RAM
\nOptional
\nHardware (LAN, Switches, Routers etc)
\nNetworking ((LAN & WAN, Different Components of networking)<\/p>\n
\uf076 Minimum Software requirements
\n.Net is used for front end application (ASP.NET, C#, AJAX, JAVA-SCRIPT, J-QUERY and CSS.)<\/p>\n
4.8 SCHEDULING<\/p>\n
Scheduling of a software project does not differ greatly from scheduling of any multi- task engineering effort. Therefore, generalized project scheduling tools and techniques can be applied with little modification to software projects.
\nProgram evaluation and review technique (PERT) and critical path method (CPM) are two project scheduling methods that can be applied to software development. Both techniques are driven by information already developed in earlier project planning activities.<\/p>\n
Estimates of Effort<\/p>\n
\uf0d8 A decomposition of the product function.
\n\uf0d8 The selection of the appropriate process model and task set.
\n\uf0d8 Decomposition of tasks.<\/p>\n
Interdependencies among tasks may be defined using a task network. Tasks, sometimes called the project Work Breakdown Structure (WBS) are defined for the product as a whole or for individual functions.<\/p>\n
Both PERT and CPM provide quantitative tools that allow the software planner to (1) determine the critical path-the chain of tasks that determines the duration of the project; (2) establish “most likely” time estimates for individual tasks by applying statistical models; and (3) calculate “boundary times” that define a time window” for a particular task.<\/p>\n
Boundary time calculations can be very useful in software project scheduling. Slippage in the design of one function, for example, can retard further development of other functions. It describes important boundary times that may be discerned from a PERT or CPM network: (I) the earliest time that a task can begin when preceding tasks are completed in the shortest possible time, (2) the latest time for task initiation before the minimum project completion time is delayed, (3) the earliest finish-the sum of the earliest start and the task duration, (4) the latest finish- the latest start time added to task duration, and (5) the total float-the amount of surplus time or leeway allowed in scheduling tasks so that the network critical path maintained on schedule. Boundary time calculations lead to a determination of critical path and provide the manager with a quantitative method for evaluating progress as tasks are completed.<\/p>\n
Both PERT and CPM have been implemented in a wide variety of automated tools that are available for the personal computer. Such tools are easy to use and take the scheduling methods described previously available to every software project manager.<\/p>\n
Home.aspx<\/p>\n
<%@ Page Language=”C#” AutoEventWireup=”true” CodeFile=”Home.aspx.cs” Inherits=”Login” %>
\n<%@ Register src=”WebUserControl.ascx” tagname=”WebUserControl” tagprefix=”uc1″ %><\/p>\n
\nUntitled Page<\/p>\n
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