7/30/2019 SAD2 - chapter2
1/13
19
CHAPTER II
PRESENTATION OF THE EXISTING MANUAL BASED SYSTEM
NARRATIVE DESCRIPTION OF THE EXISTING SYSTEM
The existing system is manual based which is common in every service repair
center. First the clients call the service center to make a request then the staff in charge
gets the details of what specific appliance is needed to be repair. After that, the staff
asks the customer if he/she knows which part of the appliance has its damage so they
can bring common tools needed to repair the appliance. The staff also asks if there are
warranties or extended warranties because there is free of charge for availing the
extended warranty of products and services of Whirlpool. Clients can buy extended
warranties at the store where they purchase their appliance/s. After they purchase the
appliance, they ask you if clients want to avail the extended warranty that usually lasts
for 2 years.
The next procedure is an application called the File Maker where the staff easily
recognizes the names, addresses or numbers of each customer who made an earlier
transaction or requested service to the service repair center. After the customer
communicated with the staff, an appointment is scheduled, meaning, they immediately
go to your house at the time they are available within the day. If not, it should not be
later the day after. The customer can also schedule the appointment at the time they
7/30/2019 SAD2 - chapter2
2/13
20
are most convenient to repair the specific appliance and can be extended up to the next
day from 2pm-3pm in the afternoon.
When the technician arrives at your place, they begin immediately with the repair
and after the work is done, they issue a receipt for the service rendered. If the repair is
still not done because they still need a new part for the appliance, the technician asks
the client if he/she is prepared to pay the new part/s so that they may begin the
installation on the specified date. After a service rendered, the technician issues a
receipt regardless if the service was done or not. A receipt is also issued if the service is
only for check-up repair.
7/30/2019 SAD2 - chapter2
3/13
21
EXISTING BUSINESS PROCEDURE AND POLICIES
AC Appliance Service Provider is committed to maintaining the integrity and
privacy of information given to it by its customers and employees. The company is
committed to adopting responsible business activities that are consistent with their
reputation for integrity and quality.
AC Appliance Service Provider Existing Policies:
Payment for services rendered is done through cash basis only via the technician.
The service center does not accept check-up or repair of appliances of other brands
because they are exclusive only to Whirlpool products.
The technician should carefully check what is to be repaired to. There are no
replacements of any part of the appliance if there are only minor damages.
Labor and mechanical parts are included in the warranty; External parts (exclusive in
the warranty) of the appliance are at customers expense.
Extended warranties can be acquire with which begins at the date of purchase.
The allotted time for replacement of appliance is within 7 days to 1 month depending
on the product.
7/30/2019 SAD2 - chapter2
4/13
22
BUSINESS PROCESS
A. FLOWCHART (PROCEDURE OF THE EXISTING SYSTEM)
Figure 2.0
Figure 2.0 shows the business flowchart of the existing system of AC Appliance
Service Provider. It represents how the customers inquire for service repair requests
and how the technician processes each repair requests.
YES
NO
STAFF UPDATES THE CUSTOMERSRECORDS FOR TRANSACTIONS.
START
CUSTOMER REQUESTS FOR SERVICEREPAIR.
STAFF INTERVIEWS THE CUSTOMER WITHREGARDS TO THE SERVICE REQUEST &
THE STATUS OF APPLIANCE.
STAFF WILL SCHEDULE AN APPOINTMENT
& INFORM THE TECHNICIAN OF THESCHEDULE.
WAIT FOR THE TECHNICIAN TO REPAIRYOUR APPLIANCE/S.
STOP
REPAIR ISDONE
MAKE PAYMENT FOR THE SERVICE/SRENDERED AND ISSUE A RECEIPT.
THE TECHNICIAN WILL RETURNAGAIN TO COMPLETE THE REPAIR.
7/30/2019 SAD2 - chapter2
5/13
23
B. UML-CASE DIAGRAM (UNIFIED MODELING LANGUAGE)
UML (Unified Modeling Language) methodology used in system analysis is to
identify, clarify, and organize system requirements. It is a graphical visualization
language. The use case is made up of a set of possible sequences of interactions
between systems and users in a particular environment related to a particular goal. It is
consists of a series of symbols and connectors that can be used to create process
diagrams and is often used to model computer programs and workflows. The UML-
Case Diagram should contain all system activities that have significance to the users.
Figure 2.2
Figure 2.1
CUSTOMER STAFF
TECHNICIAN
REQUEST FORSERVICE REPAIR
INTERVIEWS THECUSTOMER
SCHEDULE ANAPPOINTMENT
INFORMS THE TECHNICIAN
OF THE SCHEDULE
REPAIRAPPLIANCE
MAKE PAYMENT FOR THE
SERVICES RENDERED
ISSUE A RECEIPT ANDCHANGE IF NECESSARY
UPDATES STATUS OFTRANSACTION
7/30/2019 SAD2 - chapter2
6/13
24
C. DATA FLOW DIAGRAM CONTEXT DIAGRAM (LEVEL 0)
DFD (Data Flow Diagram) is an important technique for modeling a systems
high-level detail by showing how input data is transformed to output results through a
sequence of functional transformations. DFDs reveal relationships among and between
the various components in a program or system. A DFD can be referred to as a Process
Model.
Figure 2.2
Figure 2.2 shows the DFD-Context Diagram of the existing system of AC Appliance
Service Provider where there are many entities involved and each of the entity has a
corresponding input and output procedure.
SERVICE REAPIRDETAILS
PAYMENT
PAYMENT
CUSTOMER INFODETAILS
ISSUED RECEIPT
VERIFIED CLIENTSDETAILED RECEIPT
TECHNICIANCUSTOMER
CUSTOMERINFORMATION
CUSTOMER INFODETAILS
SCHEDULEDSERVICE REPAIR
CONFIRMEDSERVICE REQUEST
0
EXISTINGSYSTEM
(SECRETARY)
7/30/2019 SAD2 - chapter2
7/13
25
D. DATA FLOW DIAGRAM CONTEXT DIAGRAM (LEVEL 1)
Figure 2.3
Figure 2.3 shows the DFD-Context Diagram of the existing system of AC
Appliance Service Provider where it illustrates the process of scheduling service repair
request and how their data is recorded and stored.
SCHEDULED SERVICE REQUEST
REQUEST FORSERVICEREPAIR
1
COMPLETED REQUEST
CUSTOMERSINFORMATION
TECHNICIAN
CUSTOMERSTAFF
CHECK FORCUSTOMERS RECORD
CUSTOMER INFODETAILS
SERVICE REAPIRDETAILS
SCHEDULEDREQUEST
VERIFIEDSCHEDULE
CUSTOMERINFO DETAILS
RETRIEVEDCUSTOMER INFO
SCHEDULEDLIST
SCHEDULESAPPOINTMENT
REPAIRSAPPLAINCES
MAKESPAYMENT
2
3
4
7/30/2019 SAD2 - chapter2
8/13
26
PROBLEM RECOGNITION CHART
Figure 2.4
Figure 2.4 shows the Problem Recognition Chart of the existing system of AC
Appliance Service Provider where it represents the three major problems that are
encountered by the old manual based system.
EXISTING SYSTEM
(MANUAL BASED)
POOR SYSTEMON COMMUNICATION
BETWEEN TECHNICIANS& CLIENTS
NO EXISTINGPAYMENT SYSTEM
FOR CREDITCARDS
POOR SCHEDULING
OF SERVICEREQUESTS
7/30/2019 SAD2 - chapter2
9/13
27
Problem Recognition / Identification of Its Causes
There are a lot of problems facing the existing system that needs to be resolved.
One of this is the poor system on communication between the technicians and clients
which could be a result of the unavailability of the technician/s, unanswered calls by the
customers or the technician is fully loaded of work. Poor scheduling or service requests
is also a problem which is caused by occurrence of unanswered calls due to overflowing
ofclients nonstop calls.
Another problem would be is there is no existing payment system for credit cards
in consequence of the difficulty to demand payment from the customers.
ALTERNATIVE SOLUTIONS
Provide an efficient and systematic scheduling system.
Limit the technicians work load to prevent unattended service request.
Increase number of telephone units in the service center to avoid busy lines.
Create a payment system for credit card and other payment transactions.
Update the legacy equipment in order to speed up transactions.
7/30/2019 SAD2 - chapter2
10/13
28
EXISTING FORMS USED IN THE SYSTEM
Exhibit 1
Official Receipt
7/30/2019 SAD2 - chapter2
11/13
29
Exhibit 2
Service Job Order Receipt
Figure 2.5
Exhibits 1 and 2 show the official receipt and service job order receipt used in the
existing system of AC Appliance Service Provider.
7/30/2019 SAD2 - chapter2
12/13
30
DEFINITION OF TERMS
o DFD-Context Diagram
- Data Flow Diagram is a graphical notation used to describe how data flows
between processes in a system. Data flow diagrams are an important tool of
most structured analysis techniques.
o Extended Warranty
- It is the insurance paid by the customer to extend the years of warranty of an
appliance, extension of years depends on how much the customer will pay for
the insurance.
o File Maker
- This is where they keep records of the transactions of the customers for future
reference.
o Secure Network
- Consists of the provisions and policies adopted by the network administrator to
prevent and monitor unauthorized access, misuse, modification, or denial of the
computer network and network-accessible resources
o Service Center
- It is a department, involved directly in revenue generation that provides
supporting services to their products.
7/30/2019 SAD2 - chapter2
13/13
31
o Service Request
- Request for a change, usually both common and straightforward, to be made to a
service. Usually, the customer request for an appointment to repair their
appliance.
o System
- The computer along with any software and peripheral devices are those that are
necessary to make the program function.
o UML-Case Diagram
- Unified Modeling Language is a standardized general-purpose modeling
language in the field of object-oriented software engineering. It includes a set of
graphic notation techniques to create visual models of object-oriented software-
intensive systems.