SAD2 - chapter2

7/30/2019 SAD2 - chapter2

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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


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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.


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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.


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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.


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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


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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


SCHEDULEDSERVICE REPAIR

CONFIRMEDSERVICE REQUEST

0

EXISTINGSYSTEM

(SECRETARY)


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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


SERVICE REAPIRDETAILS

SCHEDULEDREQUEST

VERIFIEDSCHEDULE

CUSTOMERINFO DETAILS

RETRIEVEDCUSTOMER INFO

SCHEDULEDLIST

SCHEDULESAPPOINTMENT

REPAIRSAPPLAINCES

MAKESPAYMENT

2

3

4


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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


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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.


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EXISTING FORMS USED IN THE SYSTEM

Exhibit 1

Official Receipt


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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.


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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.


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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.

Documents

SAD2 - chapter2