Debre Markos University Duplication center Web Based Customer Service management System APROJECT REPORT Submitted by NAME OF THE STUDENT IDNUMBER Weredaw Bazezew TER/4694/07 Abayneh Argachew TER/4640/07 Azmeraw Workneh TER/4648/07 Nigatu Amare TER/4683/07 In partial fulfillment for the Award of the Degree Of BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY Under the guidance of: Kassahun T. ______________ DEPARTMENT OF INFORMATION TECHNOLOGY INSTITUTE OF TECHNOLOGY DEBRE MARKOS UNIVERSITY DEBREMARKOS, ETHIOPIA MAY 2010 E.C
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Debre Markos University Duplication center
Web Based Customer Service management System
APROJECT REPORT
Submitted by
NAME OF THE STUDENT IDNUMBER
Weredaw Bazezew TER/4694/07
Abayneh Argachew TER/4640/07
Azmeraw Workneh TER/4648/07
Nigatu Amare TER/4683/07
In partial fulfillment for the Award of the Degree Of
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
Under the guidance of:
Kassahun T.
______________
DEPARTMENT OF INFORMATION TECHNOLOGY
INSTITUTE OF TECHNOLOGY
DEBRE MARKOS UNIVERSITY
DEBREMARKOS, ETHIOPIA
MAY 2010 E.C
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | i
APPROVAL OF ADVISOR AND EXAMINERS
This project has been submitted for examination with our approval
as the project advisor.
Advisor Name Kassahun T Signature _____
This project has been examined with our approval as the project
examiner.
Examiner Name:
1. ____________________ signature______________
2. ____________________Signature______________
3. _____________________Signature_____________
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | ii
Declaration
We,undersigned,declere that thesis our original work, has not
been presented for a degree in this or any other university, and all
the source of martial used for the thesis/project have been
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | iii
Acknowledgment
First of all, we would like to praise our God who helps us to accomplish this project
documentation successfully. Our Next deepest gratitude will go to Mr. Kassahun T. who is our
advisor. He gave us a chance to acquire more detailed knowledge about the project and he helps
us in any confusion that was happening during the documentation development. This makes us
more knowledgeable about the project named Debre Markos University Duplication Center
Customer Service Management System. Thank you! Teacher. We are proud to be your students.
At the last but not the least, we would like to say Thank you for the Heads and Staffs of the
Debre Markos University Information Technology Department. Finally, we would like to thank
all the people who were with us in everything they have without hesitation.
With More Respect!!
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | iv
Abstract
Debre Markos University Duplication Center customer service Management
System is a web based application which aimed to change the manual system of the
Duplication Center process to automated system. The developed system makes the
duplication center process more attractive by reducing the problem that is
currently faced by this duplication center service. This paper shows the problem of
the existing system and the design of the new proposed system and show the
solution to the problems of the existing system in 3 chapters. Background,
Statement of the problem, objectives, the methodology and feasibility of assessment
clearly stated in the first chapter. Clear description of the existing system and
proposed system are also stated in this chapter. The second chapter mainly
describes the analysis phase. It deals with analyzing the general work flow and its
major players or participants of the existing system .The third chapter of this
documentation describe the different diagram and approaches used to compose the
new system.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | v
Contents Acronym: .................................................................................................................................................... viii
List of tables ................................................................................................................................................. ix
List of figures ................................................................................................................................................ x
CHAPTER ONE (1) .......................................................................................................................................... 1
1.3 Problem of statement ............................................................................................................................ 2
1.4 Over view of the Proposed System ......................................................................................................... 2
1.5 Objectives of the project ......................................................................................................................... 3
1.5.1 General objective ............................................................................................................................. 3
1.5.2 Specific objective:- ........................................................................................................................... 3
1.6 Scope of the project ................................................................................................................................ 3
1.8 Limitation of the project ......................................................................................................................... 4
1.7 Significance of the project ...................................................................................................................... 4
1.8 System requirements ............................................................................................................................... 5
1.9.1 Data gathering methods .................................................................................................................. 6
1.9.1.1 Primary data collection methods .......................................................................................... 6
1.9.1.2 Secondary data collection methods ...................................................................................... 7
1.9.2 System Analysis and Design ............................................................................................................. 7
1.9.3 System development Methodology ...................................................................................................... 7
1.10. Feasibility Study .................................................................................................................................. 8
CHAPTER TWO (2) ....................................................................................................................................... 10
2.0 System Analysis .................................................................................................................................... 10
2.1 Overview of the Existing System.......................................................................................................... 10
2.1.1 Major players or participants of the existing system .................................................................... 11
2.2 System Requirement Specification ....................................................................................................... 11
2.2.3 Business Rules ................................................................................................................................ 13
2.3 System Requirement Analysis ............................................................................................................... 14
2.3.1 Actor and Use Case Identification .................................................................................................. 14
2.3.4 Analysis Class Diagram ............................................................................................................. 32
3.0 System Design ...................................................................................................................................... 34
3.1 Design class Diagram ......................................................................................................................... 34
3.1.1 Class Diagram Description ............................................................................................................. 36
CHAPTER FOUR (4) ...................................................................................................................................... 45
CHAPTER FIVE (5) ........................................................................................................................................ 53
CHAPTER SIX (6) .......................................................................................................................................... 54
6.1. Conclusion and Recommendations...................................................................................................... 54
and any other services including the duplication center of the university.
Debre Markos University Duplication center is a medium duplication center hat found inside the
university. This Duplication center provides copying, duplicating and binding service for
teachers and other societies of the university. This situation makes this duplication center useful
under the situation when students face a shortage of textbooks in the library. To solve this
problem legitimate customer’s take soft copies of textbooks that are less in number to this center
and will get hard copies of the textbooks. Therefore students can easily read and gain access of
textbooks. This Duplication center is very useful (helpful) since students most of a time use
hardcopies or textbooks to read than soft copies.
1.2 Background
Staff members of the university were beginning to understand the value and necessity of the
duplication center in this university and they began to discuss from June up to July 2006 E.c.
finally, they reached an agreement and established this center in august 2006 E.c.
This center immediately starts giving a service at the same month in 2006 E.c. This center is
established with six workers, four duplicating machine, two photocopies & printer machine and
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 2
three binding machines. Still the center works similarly as it does before without adding of any
human power or machines.
1.3 Problem of statement
The working environment in the existing system of the Duplication Center still uses a manual
system to communicate with customers. So this system has the following problems.
Filling of forms incorrectly creates problems of identifying what type of service does the
customer wants to get and how much they need.
Once the form is filled, it has to be used only in a limited number of days.
Takes time to prepare different report in the center
Once the customer got the service from the center and if the service request form is
incorrect, he/she may forget to bring correct service request form again to the center
which creates a problem in generating reports.
It is difficult to know how many customers each worker in the center serves per day,
week or month.
A customer may bring a service request form from another department even if he/she is
not a member that department.
The existing system does not allow customers to give their feedback with regard to the
impact of the inputs on exam papers, copied textbooks, handouts, modules etc.
1.4 Over view of the Proposed System
There is mechanism for customers to gain the service of this center. The system has no
limitation in date specified.it also addresses the problem of wasting time. In addition to
this it solves the problem of generating incorrect reports. It is also possible to know how
many customers do each worker serves per day/week/month. Here the head should only
give permission to his/her staff members’ only. There is also a possibility for customers
to give feedback and complain to the center about the impacts of inputs on their work.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 3
1.5 Objectives of the project
1.5.1 General objective The general objective of this project is to develop a web based customer service management
system for the duplication center.
1.5.2 Specific objective:- To build a system that help to develop and send customer’s service request form
to the dep’t heads at any time.
To build a system that registers the type of services provided in the center.
To build a system that can approve service request form of customers
To develop a system that confirms the service completion of customers.
To build a system that generates reports about the number of customers that got
service.
To develop a system that register complains of customers.
To build a system that allows customers to give feedback (about the service,
quality of inputs etc.)
1.6 Scope of the project
Scope is the coverage area or the boundary that the project covers and the activities or operations
the system one. The scope of this project includes the following.
Register customers that request for service in each head/on their department
Fill service request forms
Submit the service request form
Approve the customer’s request
Confirm the service completion
This project does not concern about the supplier of the inputs and the impact of quality of
inputs on exam papers, textbooks and others and also it does not provide a scheduled
checkup for machines that are nonfunctional in the center.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 4
1.8 Limitation of the project
As there have been some limitations like time, resource and other external factors, the project is
not expected to include some of the following functionalities:
It does not address the problem about the impact of quality of inputs on exam papers,
textbooks and others.
There is no a scheduled checkup and service time for machines that are nonfunctional in
the center.
Take time to do a repairing on malfunctioning machines.
Payment for worked services is not handled in this project.
1.7 Significance of the project
The Duplication center users will get a benefit like:-
To the customer
Ordering services of the center is easy and fast.
Reduce time and energy that they waste to go to the head office to get service request
form and permission
use their time wisely and properly
To the center
Easy to handle workers and customers.
Improve its working methodology because of customer’s feedback.
Reduce complexity of information handling about the center.
To the worker
Improve their working quality because of customer’s complain.
use their time wisely and properly
Decrease error
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 5
1.8 System requirements
System requirements are the hardware and software components of a computer system that are
required to do the proposed system and simply identify tools and methodology. There are
different System requirements:-
1.8.1 Software requirement tools The software requirements are the instructional components used to develop a system. Software
requirement to develop system are as follows
No- Software tools Uses
1 32-bit Operating System-Windows 7 professional
A platform to be used for implementing
and testing the project
2 Microsoft Power Point 2010 For presenting the project.
3 Microsoft office word 2010 Used to write documentation from start
to end of the project.
4 Wampserver To run php programs
5 Text-editors like php editor, notepad++ To develop texts, codes
6 Microsoft office Visio 2007 To draw UML diagrams
Table 1: Software Requirement Table
1.8.2 Hardware requirement tool Computer used to write the proposal, documentation, develop web based customer management
system for the Duplication Center. The computer specifications have followed:-
No- Hardware tools Uses
1 Hard Drive 120 GB
To store our data and other software’s
2 RAM 4GB To store files and other information’s
3 Processor Intel(R)Core(Tm)i3-4160 To processes tasks that we perform
4 Monitor LCD model Dell Used as interface
5 USB Flash Drive ,CD Drives For backup our data
Table 2: Hardware Requirement Table
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 6
1.8.3 Programming and database tool
1. Php
Easy to use
Fast feature development
Open source licensing
Storing user communities
Speed
Compatibility
2. Html, Css
Easy to use cascading style sheet and to format
Easy to create forms
1.9 Methodology
A methodology is a set of methods, processes, and practices that are repeatedly carried out to
deliver project. Some of the methodologies that the team members used to gather information
about the duplication center were listed below.
1.9.1 Data gathering methods
The method to be used for achieving the development of this project is based on need of getting
appropriate information related to the duplication center.
For the purpose of getting appropriate information we used the following types of data gathering
methodologies including Interview, direct observation, and document analysis.
1.9.1.1 Primary data collection methods
1.931.1.1 Interview In this method, there was interaction between us and the manager of the duplication center.
Informal Interviews have been conducted with the manager and some of the potential workers to
find out what difficulties they encountered with the existing system. So the team members
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 7
gathered more information about the duplication center and requirements from workers and
manager.
1.9.1.1.2 Direct observation
The team members went to the duplication center and observed the activities of the workers and
manager and they did their task manually. It helps us to get real information about how the center
performs its function and this helps to strength the data that we gathered is true or correct.
1.9.1.2 Secondary data collection methods
1.9.1.2.1 Document Analysis
The team members went to the duplication center and got the duplication center’s manual or
document from the manager of the center and found important information’s about the
duplication center and the feedback given by the customer. It could also help us to understand
the center what and how it is doing.
1.9.2 System Analysis and Design
The system will be developed using Object Oriented Software Development
Methodology.
In this phase, the team members used UML (unified modeling language) tools, which is very
simple and easy to demonstrate the result of analysis with different models.
Some of them are:
Use case diagram
Class diagrams
Deployment diagrams
Sequence diagram
Activity diagram
1.9.3 System development Methodology
This is a description of methods chosen to achieve the objectives of the proposed system. Object-
oriented system Analysis and Design (OOSAD) technique used to develop the proposed system.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 8
System development methodology in system development refers to the frame work that is used
to structure plan and control the flow of developing an information system.
1.10. Feasibility Study
When doing any project it is fair to see some conditions with regard to cost, client (end users)
community and about the system developer. Feasibility is the measure of how beneficial or
practical the development of an information system will be an organization. To start with our
project first we should have to clearly notify the feasibility of the system that we are going to do.
There are some factors of feasibility for this system. Those are:-
1. Technical feasibility
2. Operational feasibility
3. Economic feasibility and
4. Legal feasibility
1.10.1 Technical feasibility Technical feasibility is the measure of the practicality of a specific technical solution and the
availability of technical resources. In technical feasibility we should notify that our system can
implement with current technology and also the system user has enough experience using that
technology. Technical feasibility addresses three main things:
Is the technology practical?
Do we currently pass the necessary technology?
The ability to do on the technologies.
So we can say that our system is technically feasible because of three main reasons. The first one
is our project is compatible with the era that we are living in, that is information era. The second
reason is we can implement our system using current technology that is by using notepad++&
Php editor for PHP development and also for organizing our data we have MySQL data base and
for system design we have Microsoft Visio 2007 and GUI. The last reason is users cannot face
additional burdens to be familiar with the system.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 9
1.10.2 Operational Feasibility Measure how much the proposed system solves the existing system problems. This project is
surely operationally feasible because the system (the project) is a good solution maker of the
problem and creates a good environment towards the user of the system by providing easy, user
interactive and everywhere access.
It is mainly related to human co-ordination and political aspects. The points to be considered are:
What changes will be brought with the system?
What organization structures are disturbed?
What new skills will be required? Do the existing staff members have these skills?
If not, can they be trained in due course of time?
The system is operationally feasible as it is very easy for the End users to operate. It only needs
basic skill about computer system. The customers can operate the system with little training. The
system is developed using both English and Amharic languages and both the user manual and a
Help menu will also assist customers to easily interact with the system. So we can say that the
system is operationally feasible.
1.10.3 Economic Feasibility Economic justification is generally the “Bottom Line” consideration for most systems. Economic
justification includes a broad range of concerns that includes cost benefit analysis. In this project
the team members weight the cost and the benefits associated with the candidate/existing system
and if it suits the basic purpose of the organization .i.e. profit making, the projects making to the
analysis and design phase.
The financial and the economic questions during the preliminary investigation are verified to
estimate the following:
The cost to conduct a full system investigation.
The cost of hardware and software for the class of application being considered.
The benefits in the form of reduced cost.
The proposed system has given the minute information, as a result the
performance is improved which in turn may be expected to provide increased
profits.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 10
This feasibility checks whether the system can be developed with the available
funds.
The System does not require enormous amount of money to be developed. So it is economically
feasible because of the following
Increased customer service
Reduced the systems expense
Fewer processing error
1.10.4 Legal Feasibility Our project is having developed in the context of the organization rule and regulation and it
doesn’t conflicts with the rule of the organization. Our system will be developed to facilitate the
objective of the organization. Thus, the project team assumes that it is legally feasible.
CHAPTER TWO (2)
2.0 System Analysis
This section deals with analyzing the general work flow and its major players or participants of
the existing system. It produces a broad outline of the system that identifies the function to be
performed and the technical aspect that the system must fulfill and briefly describes the existing
system functionality, problem of the existing system. It also deals the functional and non-
functional requirements of the proposed system. The business rule is also identified here.
2.1 Overview of the Existing System
The existing system executes its task manually by letting customers to go to the duplication
center physically. There is limitation of waiting for their turn as many customers reach at the
same time. Another problem is that filling of the forms incorrectly. Therefore working manually
takes more time and the working condition is tedious. So our main purpose is to make
duplication center customer service management system web based, in which customers can get
service easily.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 11
2.1.1 Major players or participants of the existing system Participants of existing system represent external and internal entities that interact with the
system.
Here are the major participants of the existing system including:
Customers interact with the center and fill forms in order to gain the service manually.
Rather and he/she requests a service from the duplication center in a computerized way.
The center then gives necessary services based on the order of customer and the customer
gets his/her requested service from the center.
The manager of the center view reports manually. The report helps the manager to see
how many customers have gotten the center’s service.
The workers of the duplication center work manually by viewing the orders of the
customers on the service-form.
The head lets customers that are his/her staff members to get approvement for their
service request.
2.2 System Requirement Specification In this section we have kept the basic understanding of the requirements and dependencies of the
current system prior to any actual design or deployment work.
A well-designed, well-written system specific requirement accomplishes four major goals
It provides feedback to the system. A system specific requirement is the customer's
assurance that we have understood the issues or problems to be solved and the software
behavior necessary to address those problems.
It decomposes the problem into component parts. The simple act of writing down
software requirements in a well-designed format organizes information, places borders
around the problem, solidifies ideas, and helps break down the problem into its
component parts in an orderly fashion.
It serves as an input to the design specification. The system specific requirement serves
as the parent document to subsequent documents, such as the software design
specification and statement of work. Therefore, the system specific requirement must
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 12
contain sufficient detail in the functional system requirements so that a design solution
can be devised.
It serves as a product validation check. The system specific requirement also serves as the
parent document for testing and validation strategies that will be applied to the
requirements for verification.
2.2.1 Functional Requirements
Functional requirements are the intended behaviors of the system. This behavior may be
expressed as services, tasks or functions that the system is required to perform. The system will
be used to manage and process data according to the rule & regulations of the center. It will also
provide report generation facilities. The database of the system provides the following
functionality.
Data entry:
This is the functionality that data is entered to the systems. The system serves
different interface that can manage data entry mechanisms in the center.
The main data entries are the following:
Customer registration
Login
Register center’s worker
Register service types
Register staffs(Customer)
Data processing:-
The system on input data will provide the following data processing:
Validate user’s provided data
Approve service request
View report
Cancel service request
Reject customer service request
Report generation:-
Total numbers of customers served in the center’s service.
DEBRE MARKOS UNIVERSITY DUPLICATION CENTER 2010 E.C
Page | 13
2.2.2 Nonfunctional requirements Non-functional requirement is a requirement that specifies criteria that can be used to judge the
operation of a system, rather than specific behaviors. This should be contrasted with functional
requirements that define specific behavior or functions. Non-functional requirements are often
called qualities of a system. Other terms for non-functional requirements are constraints, quality
attributes, quality goals and quality of service requirements.
This project will include the following system related nonfunctional requirements:-
Security: - The system provides security since it validates customers and other users by
their username and password that this is not the case in the existing system.
Performance: - The system has faster response time as it operates as expected over
specified time interval.
Usability: - The system is easy and understandable to use since it does not require much
more expert or skill.
Availability: - The system should available 24 hours a day as much as possible.
Reliability: - The system used backup procedure to maintain and secure data of the head,
manager, worker and others.
2.2.3 Business Rules A business rule is effectively and working principle or polices that we try to specify for both the
existing system and the new system must satisfy. The business rule is a principle or a policy in
which the proposed system works accordingly. It deals with access control issues.
It often concerns to working policies and principles of the center.
The following are business rules in the existed and proposed system:-
Br1: customer must submit service requests that clearly identify what service and how
much they want.
Br2: The customer must be allowed to send service requests only to his/her head.
Br3: To ask for the service customers must have an account and must be login.
Br4: Workers must verify the customer’s service request before performing the
service/task.
Br5: Head must only confirm his/her staff member’s service request