CUSTOMER PROFILE MANAGEMENT SYSTEM USING CRM
AL-FATTAH BIN IBRAHIM
A project report submitted in partial fulfillment of the
requirements for the award of the degree of
Master of Science (Information Technology - Management)
Faculty of Computer Science and Information Systems
Universiti Teknologi Malaysia
MARCH 2010
To my beloved wife, child’s, parents and family members
iv
ACKNOWLEDGEMENTS
In the name of Allah, the most Beneficent and the most Merciful.
I would like to express my greatest gratitude to my supervisor of this project,
Dr. Roliana Ibrahim for her great encouragement, patience, constant guidance,
continuous support and assistance all throughout the period. Her trust and confidence
in me throughout the entire project have contributed much in the completion of this
project.
Besides that, I would like to thank to the staff of Itech View Associates Sdn
Bhd for their useful feedbacks and support especially to Mr Ahmad Shahrizal and Mr
Shukri.
I am especially grateful to my beloved wife, Adilah Zainal Rasid, for her
patience, encouragement and constant support she gave. Thanks for your patient and
support during my study.
I would not be able to complete this project in a timely manner if not for my
colleagues and friends especially to Hamim and Mohamad. Here, I would like to
thank them for their co-operation and support throughout the progress of this project.
v
ABSTRACT
The conventional approach in customer management is the reason why the
inefficiency of customer management occurred, as well as the increase of promotion
cost and the distance in relationship between the existing customers and the
organization. By looking at the Customer Relationship Management (CRM)
approach, the customer management can be increased and can reduce the distance
relationship between the customers and the organization. Therefore, the purpose of
learning CRM approach is to understand in details about CRM, provide the better
services, facilitate the maintenance of existing customers in corresponding with the
increasing the number of new customers. Based on the research conducted, one new
system will be developed for the purpose of creating an electronic-based application
system. This system will emphasize on customer profiling. From this system, the
selling and marketing operations can be used to make a customer profile. This
system will be developed using object-oriented approach and Hypertext Preprocessor
(PHP) as the core programming language as well as MySQL as the database. This
system will be implemented online using Apache Web Server.
vi
ABSTRAK
Pendekatan konvensional dalam pengurusan pelanggan merupakan alasan
mengapa pengurusan pelanggan tidak efisien, serta peningkatan kos promosi dan
jarak dalam hubungan antara pelanggan dan organisasi. Dengan pendekatan
Customer
Relationship
Management
(CRM),
pengurusan
pelanggan
dapat
dipertingkatkan dan mengurangkan jarak hubungan antara pelanggan dan organisasi.
Oleh kerana itu, tujuan pendekatan CRM adalah memahami secara mendalam
tentang CRM, menyediakan perkhidmatan yang lebih baik, memudahkan
penyelenggaraan pelanggan yang sesuai dengan jumlah pelanggan baru yang
meningkat. Melalui kajian yang dilakukan, satu aplikasi baru berasaskan elektronik
akan dibangunkan. Sistem ini akan menekankan tentang profail pelanggan. Melalui
sistem ini, data-data daripada operasi penjualan dan pemasaran boleh digunakan bagi
mendapatkan profail pelanggan. Sistem ini akan dibangunkan dengan menggunakan
pendekatan berorientasikan objek dan Hypertext Preprocessor (PHP) sebagai Bahasa
Pengaturcaraan serta MySQL sebagai pangkalan data. Sistem ini akan dilaksanakan
secara atas talian(online) menggunakan Apache Web Server.
vii
TABLE OF CONTENTS
CHAPTER
1
TITLE
PAGE
DECLARATION
ii
DEDICATION
iii
ACKNOWLEDGEMENTS
iv
ABSTRACT
v
ABSTRAK
vi
TABLE OF CONTENTS
vii
LIST OF TABLES
xi
LIST OF FIGURES
xii
LIST OF APPENDICES
xiv
CHAPTER OVERVIEW ........................................................1
1.1 Introduction ........................................................................1
1.2 Problem Statement .............................................................2
1.3 Objective ............................................................................3
1.4 Scope ..................................................................................3
1.5 Importance of The Project ..................................................4
1.6 Summary ............................................................................5
2
LITERATION REVIEW ........................................................6
2.1 Introduction ........................................................................6
viii
2.2 Customer Relationship Management (CRM) .....................7
2.2.1 Definition ................................................................7
2.2.2 CRM Components ..................................................9
2.2.3 CRM Goals ...........................................................10
2.2.4 Importance of CRM ..............................................11
2.2.5 Knowledge Control ..............................................12
2.2.6 Customer Profile ...................................................14
2.2.7 Company’s Background .......................................17
2.3 Software ...........................................................................19
2.4 Network ............................................................................20
2.5 Interface ............................................................................20
2.6 Security of the System ......................................................21
2.6.1 Network Level ......................................................21
2.6.2 System Level ........................................................22
2.6.3 Database Level .....................................................22
2.7 Summary ..........................................................................23
3
METHODOLOGY ................................................................24
3.1 Introduction ......................................................................24
3.2 Customer Profiling Methodology.....................................25
3.3 Project Methodology ........................................................26
3.4 System Development Methodology .................................28
3.4.1 Phases one: Planning ............................................30
3.4.2 Phase Two: System Requirement Analysis ..........30
3.4.3 Phase Three: Design .............................................32
3.4.4 Phase Four: Implementation .................................33
3.5 Conclusion ........................................................................34
ix
4
ANALYSIS AND SYSTEM DESIGN .................................35
4.1 Introduction ......................................................................35
4.2 Organization Analysis ......................................................35
4.2.1 Organization Structure..........................................36
4.2.2 Marketing and Selling Process .............................37
4.2.3 Customer Data ......................................................39
4.3 Data Analysis ...................................................................40
4.3.1 RFM Analysis .......................................................41
4.3.2 Manual Profiling ...................................................42
4.4 Requirement .....................................................................45
4.4.1 Function Requirement ..........................................45
4.4.2 Non Function Requirement ..................................47
4.5 System Design ..................................................................48
4.6 Activity Diagram ..............................................................48
4.7 Sequence Diagram ............................................................50
4.8 Use Case Diagram ............................................................51
4.9 Conceptual Design ...........................................................53
4.10Physical Design ................................................................54
4.10.1 Web Interface Design ...........................................55
4.10.2 Database Design ...................................................63
4.11Chapter Summary .............................................................64
5
IMPLEMENTATION AND TESTING ..............................65
5.1 Introduction ......................................................................65
5.2 Coding Approach .............................................................65
5.3 System Implementation ....................................................66
5.4 Test Result And System Evaluation .................................66
5.4.1 Black Box Testing ................................................66
x
5.4.2 Integration testing .................................................70
5.4.3 User.......................................................................70
5.5 Chapter Summary .............................................................71
6
ORGANIZATIONAL STRATEGY ....................................72
6.1 Introduction ......................................................................72
6.2 Implementation Strategies ................................................72
6.2.1 Direct Implementation ..........................................73
6.3 Installation of Infrastructure Process ................................74
6.3.1 Hardware And Software Installation ....................74
6.4 Trainings ...........................................................................75
6.4.1 Administrator Training .........................................75
6.5 Motivating Adoption ........................................................76
6.6 Expected Organizational Benefit......................................76
6.7 Contingency Plan .............................................................77
6.8 Chapter Summary .............................................................77
7
DISCUSSION AND CONCLUSION ...................................78
7.1 Introduction ......................................................................78
7.2 System Advantages and Strength .....................................78
7.3 System Disadvantages ......................................................79
7.4 Constrains And Challenges ..............................................79
7.5 Future Work For The System ...........................................80
7.6 Summary ..........................................................................80
REFERENCE
APPENDIX A-F
82
84-128
xi
LIST OF TABLES
TABLES
TITLE
PAGE
3.1
Software Requirement
32
4.1
Non Function Requirement
47
5.1
List of Black Box Testing
69
6.1
Training tentative for administrator
75
xii
LIST OF FIGURES
FIGURES
TITLE
PAGE
2.1
CRM Components (Roberts-Witt, 2000)
9
2.2
Customer Relationship Management Process
13
2.3
Data cleaning procedure
16
3.1
Conceptual Framework
25
3.2
Project Methodology
26
4.1
Organization Structure
36
4.2
Marketing & Selling Process
38
4.3
Location of the customer
43
4.4
Type of the customer
43
4.5
Field / expertise of the customer
44
4.6
Size of the organization
44
4.7
Activity diagram for the system
49
4.8
Sequence diagram for administrator
50
4.9
Sequence diagram for user
50
4.10
Administrator functionality
52
4.11
User’s functionality
53
4.12
Conceptual design
54
4.13
Login page
55
4.14
Back end interface
56
4.15
Interface for add new user
57
4.16
Add customer (Organization)
58
4.17
Add customer (Individual)
59
xiii
4.18
List of customer
60
4.19
Customer Profile
61
4.20
Report for registered customer (by category)
62
4.21
Report for registered customer (by organization type)
62
4.22
Database Design
63
xiv
LIST OF APPENDICES
APPENDIX
TITLE
PAGE
A
Software
84
B
Database Table Structure
87
C
Coding Approach
94
D
User Acceptance Test
101
E
System Installation
104
F
User Manual
109
CHAPTER 1
1
1.1
CHAPTER OVERVIEW
Introduction
In the globalization world towards the new era of technology,
communication, and computer networks, this country has been looking forward to
achieve the mission of being known as one of the developing country in 2020. The
community in this present age is normally known as “knowledge community”. As for
us, Itech View Associated Sdn Bhd, we portrait that - the community especially the
genius one has been reaching the aim where only the best things will be accepted
whether it involves the purchase of a product or the consumption involving services.
Information Technology not only can lead today’s community on how to
cope with the consumer’s problems, but it also promotes a good trade between the
businessman as well as inspiring them to increase the quality in Customer
Relationship Management (CRM). Hence, a good consumer community that are
using the CRM electronically will be having a better life as well as improving a good
2
relationship within different races and cultures instead of for those who only choose
to “wait and see”.
In order to make sure the developed system matches to its objectives, the
system will be using Customer Relationship Management (CRM) Technology based
on web portal application where this CRM is known as:
The efficient technology in business and government agency, as well as in
the world of Information Technology
(Randy Harris, 2003).
The CRM approach will explain later in detail in the literature review. This
chapter will be emphasize on the concept of Customer Relationship Management
(CRM) that acts as a supplier agent, storing, sending and viewing various current
information supported by a database which will deliver productive customer services
in order to ease the communications and interactions.
1.2
Problem Statement
Based on the observation and experiences we know that organization
understands the requirements and usage of CRM. However, the current approach
which they are using in this moment to establish consumer relationship for long term
period still have many weaknesses. In order to prevent it, the relationship between
consumer and organization need to be enhanced by using user application that was
proposed. The main problem identified is “how far customer relationship
management concept can be cultivated in user system to assist delivering services in
more affective way?” Hence, the problem can be analyzed from these aspects:
3
a) What are the information needs and consumer behaviors to help the
organization in deciding the best and effective services offer?
b) How to adapt or apply the Customer Relationship Management concept
within the product marketing and services?
c) How to develop online system to provide effectiveness in web services?
1.3
Objective
These are the following objectives:
a) To study Customer Relationship Management concepts to adapt in system
development.
b) To profile a customer data or information based on organization and personal
demographic.
c) To develop a customer profile management system based on the identified
CRM method.
d) To formulate organizational strategy to ease the implementation and the use
of customer profile management system.
1.4
Scope
This project involves research in the Itech View Associates Sdn Bhd which
involves the following issues:
4
a) Current manual system
The study will involve on the organization current manual system to identify
their weaknesses and the improvement needed before developing a system based on
CRM.
b) User
System will react as agent to provide and store the information that manage
the task for any organization or individual when interact with system user.
c) Resources.
Based on the study conducted, the resources related to customers are
important to achieve the required data.
d) Apply the customer’s profiling concept.
The study involves the customer’s profile and contact management in the
developed system only.
1.5
Importance of The Project
Usage of current web development is as information delivery mechanism,
implementation of user education and stimulation of communication and interaction
between organization and consumer in order to enhance customer loyalty and
maintain the bilateral relations. It cannot be denied that Customer Relationship
Management is an important term in information industry in the development aspect
and exploit methodologies, software and also the ability of current technology to
assist organization in managing the customer relationship efficiently. Therefore, the
combination of web technology and systematic approach of CRM will provide
various advantages to each entity involved.
5
The case Study in Itech View Associates Sdn Bhd was predicted to reach its
targets throughout the research process which is from the beginning research until
the implementation and production of the actual product. The importance of this case
study can be viewed in terms of
enhancing the customer services to be more
effective and improving the quality through a deep understanding of user needs. The
case study also can assisting management in decision making based on information
collected from the user community, while delivering valuable information in a
dynamic portal web application. It is also capable to increase user satisfaction from
time to time.
Based on the above descriptions, the system proposal development is clearly
expressed and it is corresponding with the objective identified. This system will be
the turning point of service delivery methods to be a more efficient and appropriate
corresponding with the rapidly changing world.
1.6
Summary
The system development emphasizes on important of information needs and
rational customer satisfaction where it becomes an alternative system to the existing
web services. Customer Relationship Management Approach concept will be applied
in the development of user portal application which is specified to the customers.
Goals and objectives of the system indicate the user portal ability in providing
various user information services through best and systematic method.
CHAPTER 2
2
2.1
LITERATION REVIEW
Introduction
Literature review refers to the research activity and research on topics related
to the research questions. Based on research conducted, ideas of sources and
information research undertaken will be obtained. Consequently, this method is one
way to obtain strong evidence to support the implementation of the project
justification. This is important to meet the objectives and scope that has been set.
This study focuses on applying the concept of Customer Relationship Management
in the delivery of service users more effectively through an interactive application,
simple, and systematically. In this chapter, the definition of Customer Relationship
Management (CRM) will be explained at the beginning of the literature review.
After considering the meaning of CRM, the discussion will explore in greater
depth related components CRM, CRM components, goals of CRM, importance of
CRM, customer profiling using CRM methodology and CRM technology. In
addition, the best CRM process will be described in detail. Further research will
7
involve in framework to achieve the CRM success, the nature of CRM and
integration of multiple channels.
Similarly, the considerations made in the aspect of architecture for computing
the appropriate applications with the portal web application and justification for
selection of web portal services to deliver consumer services by electronically.
2.2
2.2.1
Customer Relationship Management (CRM)
Definition
Customer Relationship Management is defined by Dr Robert Shaw (2006),
who is an expert in customer relationship and the founder of Shaw Consulting. He
defined CRM as one of the interactive process between the customer and the
organization which has to be in the optimum balanced situation where the
investments is done by the organization give the beneficial profit. Meanwhile in the
customer side, they will get the maximum satisfaction.
Hence, the CRM approach trying to create, build, and enhance friendly
relations between customers or between organizations or both carefully and
thoroughly to increase the number of customer as well as maintaining the existing
customers. However, CRM is related with the use of information technology to
implement market strategies. On the other hand, CRM combines new technology that
high potential towards the achievement and delivery of profits and strengthen
customer relationships with organizations in the long term goals. In fact, the idea of
Customer Relationship Management is an important business approach since several
8
years ago. The objective is to restore the virtual private market into the personal
market. The concept is quite easily compared to the market firms and widespread
customers. This can be seen from the aspect of the integration of sales strategy,
markets and services offered in e-business. The CRM has defined as:
One process where the organization uses the customer’s
information through a tight relationship between them and customers.
The customer’s information is analyzed and interpreted in form of
products or services that can increase customer’s loyalty as well as
maintain the relationship between the customers and the organization for
a long term.
(SAS Institution)
From the aspect of information technology, the CRM is the application to
increase interaction between customer and organization. Sweeney Group wrote:
Most CRM experts say that CRM application integration
involving collection activities, analysis, retention the transaction
information and the customers through sales and marketing decision
support that use to store the customer information into database in order
to
increase
network
communication
and
interaction
between
organizations and customers
(Sweeney Group, 2000).
Therefore, the use and conquered of information technology that more
sophisticated and advanced, efficient, effective can encourage the implementation
concept of customer-centric in the process of generating customer satisfaction and
welfare in the long-term oriented with good customer relationship management.
9
2.2.2
CRM Components
Based on the idea of Roberts-Witt (2000), CRM approach used to achieve
integration in a single view of customer and focus on customer needs, requirements,
and behavior adequately. Consequently, the CRM consists of three main
components, such as customer, relationship, and management.
Management
Relationship
Customer
Figure 2.1 : CRM Components (Roberts-Witt, 2000)
Customers not only bring current benefits resources for an organization, but
also the resources will grow in future. However, good customers will bring profits
and benefits to the organization consistently if the source of goods or services offered
by the organization is limited. However, the situation is otherwise than expected
because customers are knowledgeable and informative, there also intense
competitiveness between similar organizations. Sometimes, we difficult to
distinguish whether a customer is found potential or otherwise receiving services
because decisions are often subject to joint venture activities between the actual
customer.
From management aspect, the exploitation of CRM is not only in offering
products and services activities; it also focused on the culture aspects and the
consistency of organizational changes. This is because the collection of customer’s
information will emerge in organizational knowledge where the information can
10
increase the organization’s activity towards the efficiency of services offered through
suitable information systems usage.
2.2.3
CRM Goals
In fact, CRM approach is based on customer-centric concept. From
customer’s perception, this approach needs to emphasize on long term relationship
between the customers and the organization in order to gain benefits to maintain the
performance of both side. There are four (4) general tasks need to be done to achieve
the basic mission of CRM as stated by Peppers, et al. (1999):
a. Customer Identification. In order to serve and provide valuable services to the
customers, the organization should know and identify the customer’s needs
through information system for the purpose of facilitating two-way
interactions and communications in any time.
b. Customer Differentiation. From organization’s perception, customer target
should be differentiated from aspect of suitable services to be delivered,
because every customer has their own lifetime value. So that, they are insist
to be provided with various services that should be provided by the
organization.
c. Customer Interaction. Customer’s need changes anytime. From CRM’s
perception, the long term relationship between the customers and the
organization is very important. Hence, the organization should learn CRM
program thoroughly so that they will know the customer’s needs and their
behaviors as well as the interaction between them from time-to-time.
11
d. Customer Interaction. Customer’s need changes anytime. From CRM’s
perception, the long term relationship between the customers and the
organization is very important. Hence, the organization should learn CRM
program thoroughly so that they will know the customer’s needs and their
behaviors as well as the interaction between them from time-to-time.
The best CRM System needs a centralized database consists of the complete
customer’s data. By having the centralized database, the organization can manage all
the related data effectively. The hardware and software that are commonly sold in IT
market can support the database.
2.2.4
Importance of CRM
CRM survey launched by Malaysians is rampant nowadays, especially in
business field, production, trading and services. The emerging of these good
phenomena is bringing benefits of CRM towards the efficiency of customer services
delivery. It also acts as stimulator in generating and maintaining two-way
relationship between the customers and the services supplier. The suitable CRM
technology applied especially CRM portal, can give positive support to the basic
service model and suits the services activity to the mission of the organization.
Indirectly, CRM technology investments in delivering customer services activity are
not only bring the luxurious profits to the organization, it also allows the
management to collect and achieve customer’s data which is related to customer’s
needs, complaints, and their preferences in order to increase the efficiency in
services, satisfaction and customer’s loyalty. These are the advantages of CRM that
have the tendency towards the increasing of competition in market.
a. Protect the customers by understanding their needs.
12
b. Obtain new customers consistently.
c. Offer services parallel to customer’s needs and satisfactions.
d. Reduce the emerging problems while manual work procedures occurred. This
is because, the dependency towards the CRM software is better than human
resources.
e. Enhance the organizational feedback process faster after getting the feedback
from customers.
2.2.5
Knowledge Control
Knowledge control refers to knowledge applications usage to create, store
and retrieve data on customer’s needs. (Alavi & Leidner, 2001). Some CRM experts
said that the organization should develop knowledge applications like database to
store customer’s needs and preferences due to the emerging of threat of the other
services market (Stefanou & Sarmaniotis, 2003).
13
Interaction Management Process
Evaluate needs of
the customer
Interaction between
customer and
organization
Exchange benefit
Collect data
from customer
Generate
intelligence in
service
Give intelligent
to customer
Exchange
information
Exchange benefit
and information
Interaction
quality
Figure 2.2 : Customer Relationship Management Process
Figure 2.2 indicates Alavi & Leidner (2001) and Fahey et al. (2001) saying
that knowledge management process can be increased by dividing it into three (3)
micro process, which are the collection of customer's data, generating intelligence in
services, and sending it to the customers. For the data collection process,
organizational activities have to focus on obtaining customer’s data and services
market. Those activities involve the process of recording the specific information
within the interaction session between organization and customers such as email
applications, e-guestbook, e-feedback from users, and e-complaint in user portal.
This is done to get user feedback on their experiences for participating in the
organization’s activities.
14
2.2.6
Customer Profile
In order to collect customer’s data and convince them with the products, the
organization can retrieve all the data from the online system or the survey.
Customer’s data can be collected based on demographic variables (for example, age,
gender, geographic location), psychographic variables (why they buy), and buying
behaviors (where, when, what, and how they buy). All these are required to get the
complete profile about the customers. These are the examples of customer’s profile:
a. The customer is married, has children, lives in the residential area and prefers
to read family magazines.
b. The customer who is visiting the organization’s website everyday for two
months, but not visiting the website two weeks after that.
The complete customer’s data related to the organizational business field
need to be collected and be provided. After obtaining the complete customer’s data,
the organization can aim their customers for product, services and communications
effectively. These are the examples of data that can be obtained:
1. Gender, age, education, salary and growth place.
2. Working status, position.
3. The current products used.
4. The interest in the products or services.
5. Purchasing behavior, before and after.
6. Computer usage and technical level.
7. Have power to decide.
8. Activity during leisure time.
This study is focusing on demographic data. Demographics data refers to
selected population characteristics as used in government, marketing or opinion
research, or the demographic profiles used in such research. Note the distinction
from the term "demography" commonly-used demographics include race, age,
income, disabilities, mobility, educational attainment, home ownership, employment
15
status, and even location. Demographics are frequently used in economic and
marketing research.
Marketing researchers typically have two objectives in this regard,
Wikipedia say:
First objective is to determine what segments or subgroups exist in the
overall population; and secondly to create a clear and complete picture
of the characteristics of a typical member of each of these segments.
Once these profiles are constructed, they can be used to develop a
marketing strategy and marketing plan. The five types of
demographics in marketing are age, gender, income level, race and
ethnicity.
(Wikipedia, 2009)
2.2.6.1 Developing a Useful Customer Profile
According to the D&B research (2008), developing a useful profile of best
customers isn’t difficult, but typically requires some external expertise. It starts with
this 3-step process:
a) Establish processes to regularly identify customer information to ensure
that it’s up to date, accurate, and actionable.
Customer profiles are only as good as the quality of the data to base on.
Inaccuracy within customer files always a problem. According to a recent
Sales & Marketing Institute paper, 62% of business contact information will
change within a single year. At D&B, they have found that there will be close
to 100 C-level executive changes and more than 200 business telephone
16
numbers disconnected within the next hour. That’s why D&B suggest starting
with cleansed, accurate information. Also important is applying a unique
identifier and an update process so the information stays clean and up to date
in the future. Without these steps, the customer’s data will be out-of-date.
Figure 2.3 below describe data cleaning procedure, proposed (Zanibal, 2008).
Documented data verification
Company customer database
process
1. Names
2. Telephone
Customer complete name’s verified by
names completeness algorithm
Customers telephone number verified by outbound
calling and verification system
Customer email address verified by email verification system.
Figure 2.3 : Data cleaning procedure
b) Regularly enrich your information with third-party information to add
demographics and non-obvious relationship information to show
connections and previously hidden up-sell and cross-sell opportunities.
Cleansed, de-duplicated customer information is simply a baseline. To get the
maximum value out of the data, add information that helps develop rich
profiles. Geography, job title, SIC/NAICS industry classifications, and
employee size are the most common list selects and the start of basic
Customer profiling.
c) Apply marketing analytics
Creating even more powerful customer profiles by adding marketing
analytics that can predict future behavior to the information. Once created a
profile or a look-alike model of the highest value customer, the organization
can aim their customers for a certain product.
17
2.2.6.2 Marketing Analytics Using Customer Segmentation
By having customers profile, an approach can be done using customer
segmentation concept. In fact, all customers are not same - some of them will buy
products in large amount, and some are less. By doing customer segmentation using
the existing data, the customer’s data such as age, work position, organization’s size,
gender, residential area and others can be collected. By collecting these data, the
organization can aim the customer for each product. For example, product A is only
suitable for customers whose age is 30 and above, while product B is suitable for
those who are working under government and working as lecturer. Otherwise,
product C can only suit with customers who are in Computer Science field, and other
suitable customer segmentation.
By having the customers who are suitable with certain product, the marketing
process can be done effectively and can fulfill customer’s need. These can save the
organizational marketing cost as well as save the time. Meanwhile, the customer’s
feedback can be obtained faster because the target is correct. The marketing can be
done in many ways such as through emails, SMS, letters, pamphlets, and others. By
having these customer’s profile, all the data related to customers can be easily
retrieved, so that, the marketing plan can be done for each product.
2.2.7
Company’s Background
Before CRM can be studied, an overall assessment of company’s information
and activities must been made. Itech View Associates Sdn Bhd was established on
30th August 2006, located at Suite #6, Kompleks Usahawan Teknologi MARA,
Technovation Park UTM, 81300 Skudai, Johor.
18
2.2.7.1 Vision
To be among pioneers in ICT problem solving, globally and dynamically.
2.2.7.2 Mission
1. To assist customers in gaining knowledge within the dynamic world
especially within interaction and problem solving in ICT
2. To assist customers into adapting current technology in order to ensure their
understanding that today's technology is part of their lifestyle.
3. To assist and to ensure that customers get maximum result via ICT usage in
their daily life.
2.2.7.3 Strategy
1. By building and maintain trust between customer and us.
2. By assisting customer in finding solution to their problems through ICT.
3. By building strong network with other information and communication
technology pioneers in order to get the best solution.
19
2.2.7.4 Nature of Business
Nature business of Itech View Associates Sdn Bhd is as below:
a. To carry on the business of a consultant and advisor in the field of
multimedia and information technology and in particular to provide systems
consultants, operators, writers compilers, and tester of multimedia and
information related technologies and all such services which may be
associated with such industry and to establish and manage training centre
related thereto.
b. To carry on all or any of the trade business of manufacturers, assemblers,
dealers, hirers, stockiest, importers, repairers, modifiers, designers, of
equipment, machinery, designs tools, parts and traders in goods relating to
multimedia technology and information technology and other articles or
things in connection therewith and to produce for marketing and distributions
multimedia contents and other such product relating thereto.
c. To develop, carry on, conduct, deal in research and development (R&D)
syndication on information technology and to promote R&D to develop
technology, drive products that are ask to commercialization agents as
marketer and will receive the exclusive right to market the products from
such R&D programs.
2.3
Software
The system design is based on security and communication standard
(Transport Control Protocol/Internet Protocol (TCP/IP), HyperText Transfer Protocol
20
(HTTP), and HyperText Transfer Protocols (HTTPS). The development of this
system is using Open Source Software (OSS) technology. The OSS technologies
used are PHP, MySQL, and Apache. This OSS is popular chosen in application
development as it is easy to use in fulfilling the system needs. The expert assistance
from other country is also easily obtained. Detail explaination on software are
described on appendix A.
2.4
Network
This system will be implemented in Itech View Associates Sdn Bhd
environment. Security functions will be explained by details for external user (enduser) and internal user (staff). The network protocol that will be applied are HTTP
and HTTPS. This protocol also will be applied in the network protocol between
application server and database server. For that purpose, the standard TCP/IP and
infrastructure network such as LAN/WAN/Internet will be needed to execute this
system.
2.5
Interface
This system is a web-based system which will run the user interface in
browser like Internet Explorer, Mozilla Firefox and others. Mozilla Firefox 3.0
version will be used in this system, which will be adapted to the other browsers from
time-to-time. This system will be developed with the industry standard for PHP
language, which will produce the user interface based on HyperText Markup
21
Language (HTML). Javascript, Cascading Style Sheet (CSS) and AJAX will be
applied to generate the professional, easy and friendly interface to users.
The use of browser application in running this system is needed to enable the
browser-based architecture such as cookies, sessions, javascript enabler, and others.
When a user accesses the system, the session for that user will be created, these will
initialize the transactions in the database.
2.6
Security of the System
The security for this system concerns on three (3) security levels which are
network level, system level and database level.
2.6.1
Network Level
In fact, there are no best network design that can create the highest security
level to avoid the system from being accessed by third party. This system will be
placed in a server which is in demilitarized zone (DMZ) and supported by firewall to
prevent or allow the data to be passed based on IP address, port, type of protocol, or
the combination between them. DMZ and firewall can be configured to avoid the
system from being hacked.
22
2.6.2
System Level
This system is implementing Single Sign On (SSO) which is using
Lightweight Directory Access Protocol (LDAP) for username and password
verification. It will be integrated with the other systems in Itech View Sdn Bhd to
avoid the similarities or differences in username and password used.
In this level, system security is depends on the hierarchy access. This
hierarchy separates certain functions to its user. Each user will be assigned in certain
group. Every user will have their own username and password based on LDAP used.
The user can use policy to manage the password provided by the company to ensure
their security from unauthorized access. The password policy can be implemented by
doing guidelines on certain aspects such as expiry password rules, password
management and limitations on user based on number of failure in accessing system.
The user will have their own role based on their own group. This role is also
act as a security for this system. This is because, each user have different role which
will limit the function for each user from being accessed by the other user. The menu
usage in accessing system is also one of the security level used. Each user will have
the different menu depends on their role.
2.6.3
Database Level
This system supports the data security level provided by MySQL DBMS in
data encryption (if needed) and secure access. The access to MySQL will be
surveyed and only allow local access and giving the suitable privillage to MySQL
23
usage. On the other hand, MySQL user will always been checked before any
operations on the database is done to avoid SQL Injection.
2.7
Summary
This chapter explained in details the required understanding on providing the
solutions to the organization for their problems in customer management. Most of the
useful information are based on books, journals, internet, and paper works. The
information obtained is very useful to develop system in the following chapter.
CHAPTER 3
3
3.1
METHODOLOGY
Introduction
This chapter helps to describe the proposed framework briefly and it
discussed the approaches as well as the system development tool and techniques. All
the steps and stages that have been implemented in this project will be helping the
researchers to understand the concept of the project. The proposed framework is
hoped to be able to provide a solution to the problem statement and to fulfill project
objectives and be a guide for every phases in this project.
This chapter will discussed about project methodology, customer profiling
methodology and the software development methodology.
25
3.2
Customer Profiling Methodology
To ensure the objective of the project is achieved, an approach on how to
create customers profile need to be identified as discussed in chapter 2. The approach
Accurate Customer Data
Enrich Information
Data Collection
Customer Profiling Process
can be depicted briefly in conceptual figure 3.1 below:
Marketing Analytic
Figure 3.1 : Conceptual Framework
Step 1 and 2 shows that customer’s data need to be collected to create
customer profile, followed by step 3 to create a suitable marketing plan. However,
for the time being, there’s no current approach used to get the customers data. The
existing customers data only covers a brief information, and the existing information
is very little (will be explained in chapter 4). The existing data is collected only from
the product selling process, so that, the data needs to be added with demographic
element to get a various data about the customer. Hence, the two (2) approaches that
are proposed to get a complete customers profile are as follows:
a. Online form
A customer needs to register by fill in online customers detail form before
they can give their feedback for the products or services provided or while
they are purchasing products on-line. Besides that, to encourage the
customers to fill in the form, the organization can provide an online gift to
customers such as free software, free article or whitepaper or other than that.
26
b. Offline form
The customer can fill in the form off-line if they want to make a payment in
offline purchasing. Besides that, the customers detail form distribution need
to be done in exhibition area participated by the organization, and also to the
targeted customer. The organization has to provide a suitable gift to
encourage customers fill in their form.
3.3
Project Methodology
- Scope
- Objective
- Methodology
Planning
Organization
- Profile
- Operation
Literature Review
- CRM
- Customer Profile
- Marketing
Analytic
Requirement
- Understanding
Requirement
- Improvement
Analysis
- Identify Requirement
- Develop Prototype
Design
- Implementation
- User Acceptant Test
Installation
Maintenance
And
Implementation
Figure 3.2 : Project Methodology
27
Figure 3.2 describe the project methodology, details of the figure as follows:
a) Planning Phase
Planning phase is the beginning of the project. Discussion was made with
supervisor to determine the title of the project. From the current problem
background, project objective and project scope are defined. In order to
decide methodology used for this project, some research on project
background has been done.
b) Analysis Phase
The analysis phase is the most important phase to defined the users of the
system, how current process is and how improvement can be made. There are
three categories fall under analysis phase. To well understand about the
organization, some activities like identify organization issues, organization
structure, job and functions has been done in the literature review, the
essential things like definition, best practices, technology, methods and
techniques available are being studied and analyzed. The complete decision
on what the best technology, software, hardware, and techniques has been
identify to support the software development.
c) Design Phase
After all requirement needed has been obtained, justification on how to meet
the requirement is made. Parameter has been identified. An interface of the
system has been developed with database design to show to the user how the
system would be.
d) Implementation Phase
After the prototype is done, it will be implemented and tested. Some kind of
testing such as Unit Test, Integration Test and System test will be done to
ensure the system can work well. The user acceptance test and user manual
will be given as proposed system accepted.
28
3.4
System Development Methodology
In order to develop a system, a proper planning needs to be done to produce a
high quality system. Each phase of the system development must be arranged
systematically to ensure it can operate smoothly without creating any problems soon.
By preventing and minimize the problems occurred, the system produced will be at
ease and achieve its objectives.
Object-oriented methodologies include more or less the same steps as the
classic waterfall life cycle, but typically have more overlapping of the steps,
especially during the analysis and design phases. For smaller projects, it is often
difficult to distinguish the analysis and design steps.
In addition, OO methodologies allow us to carry out the whole development
process in a more piecewise fashion. Once we have identified an object, we can often
complete the design, implementation, and testing of that object separately from other
parts of the system. And once object have been implemented, they often can be
reused in new systems. Reusing objects is much easier than reusing functions or
modules from non-OO systems. A full specification of requirement needed to
develop a better system. All of the requirement needed are difficult to find and
changes always been made.
Software engineering is a practical method in order to choose a technical
process that can improve the quality in the effort of developing the software.
Researcher adapts SDLC methodologies on prototype model and implements it to
create more productive methodologies. Using this type of methodology, this process
can be producing a better version of system for each cycle of model. This
methodology approaches will reduce the error that occurs in the software
development. Moreover, it can reduce the time consuming and enhance the value.
Policy, process and procedure that have been documented will be used by a team of
29
software developers or particular organization to employ software engineering in the
software.
According to Shelly et al (2006), system development life cycle portraits
activities and functions which are implemented by system developers, without taking
into account the approaches they have been used. The system development life cycle
is divided into 4 phases which are planning, analysis, design, implementation and
supports. Through these phases, system developers will create more organized
system and enable to plan well for the next phase.
In implementing the project, choosing appropriate and exact methodology is
really needed. Factors that need to be taken into account in choosing appropriate
methodology are objective, scope, size, duration and type of customer which are
related to the project. One of the key advantages of prototype modeled is the time
frame of development. Instead of concentrating on documentation, more effort is
placed in creating the actual software. This way, the actual software could be
released in advance. The work on prototype models could also be spread to others
since there are practically no stages of work in this model. Everyone has to work on
the same thing and at the same time, reducing man hours in creating software. The
work will even be faster and efficient if researcher will collaborate more regarding
the status of a specific function and develop the necessary adjustments in time for the
integration.
Another advantage of having prototype modeled software is that the software
is created using lots of user feedbacks. In every prototype created, users could give
their honest opinion about the software.
30
3.4.1
Phases one: Planning
In the early stages, the scope of effort need to be define using so many kind
of method available for accomplish the project. It will follow on identifying the
objectives of the project development based on the problem statement that been
define. Other than that, the project scope also playing the roles as the boundary of the
project so that it can control the flow of the project.
All require the same basic information that need to be identify in this
planning phase including the project start date, project completion date, a list of tasks
in the order in which what must be accomplish task dependencies whereby the task
that can be performed first and the type of task that need o be complete first.
3.4.2
Phase Two: System Requirement Analysis
a) Hardware – Server
The server to use as Concurrent Versions System and as a real
implementation of the system. The spesifications proposed to avoid any
disruptions or disturbances to the system such as server down, loss of data
and others are as the following :
Processor : 2 x Intel Xeon, 2.4GHz CPUs, Hyperthreaded
Drives : 3 x 146GB SCSI Hard Disk Drives(hot swap) with RAID
configured
RAM : 2GB ECC DDR RAM
Network Card : Gigabyte
Uninterruptible Power Supply(UPS)
Hdd Bays : 1 x FDD, 1 x DVD-ROM
31
Monitor : 15” SVGA
Keyboard / Mouse : USB / PS2 Connection
UPS Power Supply : 1200 VA (Rack Mounted)
19” Equipment Rack 28U Depth 800 cm, c/w 2 exhaust fan, 4 fixed
shelf, 2 removable side panel, 4 castor wheels, 8 electrical power point, 1
sliding keyboard tray
b) Hardware – Development
Since the development is using the personal computer, the optimum
requirement for the PC is:
Processor with Intel Core 2 Duo
2 GB of RAM
Hard Disk with 160 GB
Monitor displaying resolution with 1024 x 768
Printer
Network Card
c) Software
This system is using open source software, so that it can be implemented in
Windows or Linux OS. However, it is better if it is implemented in Linux
Operating System to facilitate the maintenance as well as it has the highest
security. Meanwhile, in user side, the user can use any operating system
either Windows XP, Ubuntu Linux, Mac OSX, or others as they have a
browser applied to their OS to execute the system. This system will be tested
to running on Firefox, Internet Explorer and Safari. Table below describe the
software and its purpose for the system.
Software
Microsoft Windows XP
Purpose
The
operating
system
of
personal
computer and as a web client.
Linux Cent OS
The operating system for Web Server
and Database Server
32
Microsoft Office 2007
As
a
platform
to
do
all
the
documentations
Microsoft Visio 2007
Used to draw diagrams
PHP
The Programming language use to
develop the system
MySQL database
To store all data into database
Apache Server
As web server that will be used to run
PHP scripting.
GIMP
Graphics editing tools
Eclipse
IDE for development
VMware
Multi platforms testing
Table 3.1 : Software Requirement
3.4.3
Phase Three: Design
After all requirement needed has been obtained, justification on how to meet
the requirement is made. Parameter has been identified. An interface of the system
has been developed with database design to show to the user how the system would
be. In this phase this will produce the result according to the requirement phase. The
project will be analyzed by the needs of the data. Other than that, the design of the
project must follow the criteria needed.
■ Design new workflow
– Determine possibility of automating export of data from sources
– Identify owner of data
– Identify standards for data
– Negotiate and update procedure to collect data
33
– Design new workflow to supply data
■ Design interface
– Design Windows Navigation Diagram
– Design screens, forms and reports
■ Repository design
– Identify potential for use of existing databases
– Design database and repository
■ Design data integration
– Identify mechanism for data export
– Develop synchronization mechanism in the case of multiple databases
3.4.4
Phase Four: Implementation
After the prototype is done, it will be implemented and tested. Some kind of
testing such as Unit Test, Integration Test and System test will be done to ensure the
system can work well. The user acceptance test and user manual will be given as
proposed system accepted.
a) Develop physical database
– Implement physical databases
– Implement security, backup and recovery procedures
– Implement integration and export mechanism
b) Implement interface and algorithms
c) Test system
34
– Quality assurance
– Usability test
– User satisfaction test
3.5
Conclusion
In this chapter, project development methodology and activities in every
phase has been identified. The hardware and software requirement has been stated to
clarify the system features. Hope that the activities in each phase will guide to the
development of this system such in efficient and systematic way. The system
development methodology explained about the work that will be determined for
building the system and will be determine the finding in the next chapter.
CHAPTER 4
4
4.1
ANALYSIS AND SYSTEM DESIGN
Introduction
This chapter covers the analysis of current situation continuing from chapter
2. The initial findings define the beginning of the project whereby analyzing the
organizational. Knowing the current system process and the user requirement can
develop a productive system.
4.2
Organization Analysis
Itech View Associates Sdn Bhd is one of the aborigines companies that
operate business or trade. Among the business streams offered by this company are
36
conducting trade of computer items, software and network, software development
and also providing courses services based on ICT to the consumers.
In this section, organization structure and current operational process of a
company will be clarified in detail. Despite that, the importance of consumer
profiling element in a particular company operation will also be further explained.
4.2.1
Organization Structure
BOARD OF
DIRECTOR
MANAGEMENT &
FINANCE
Support
RESEARCH &
DEVELOPMENT
TRAINING, SOFT.
DEV, NETWORK.
Selling &
Marketing
Figure 4.1 : Organization Structure
The above figure shows the company organization structure that indicates 3
units. There is Unit of Management & Finance, Unit of Research Development &
37
Training and the last one is Unit of Software Development & Networking. Unit of
Research Development & Training and Unit of Software Development &
Networking Unit are responsible to manufacture the company products while the
Unit of Management & Finance is to manage the promotion and trade also acts as
customer’s supporter unit. This system only covers Unit of Management & Finance
in assisting the unit to implement the process of promotion and selling.
4.2.2
Marketing and Selling Process
The method of product trading that being used currently is utilizing the
offline method which is the usage of brochures, pamphlet, letters and others during
promotion process. The company also manually implemented the marketing and
selling process. These situation cause difficulties in the process of trading or selling
conducted. The company’s aim in future is to construct products that can be sold via
online. Therefore, promotion strategy and approaches by using CRM methodology is
effective to identify customer’s target.
In short, the current process of the promotion and trading for company
products are shown in the figure 4.2 below:
38
Company
Customer
New/Existin
g Product
Marketing
Brochure,
Pamphlet,
Inquiry Price
Quotation
Receive Order
Local Order
Delivery
Delivery Order,
Invoice
Letter,
Figure 4.2 : Marketing & Selling Process
The current approach covers marketing process which is commonly using
non-electronic marketing, where the marketing is using brochures, pamphlets, letters
and others. If there are customers who are interested in some product, they will ask
the organization to provide them a quotation. Then, the customer will provide a local
order document if the offered price is accepted. The last process is the delivering and
payment process which covers delivery order document and invoices to customers.
39
4.2.3
Customer Data
Each of organization’s documents in business process consists of customer’s
basic information. The information is obtained from verbal questions from
organization to the customers. The customer’s information consisted in the
documents covers this information:
1.
Name
2.
Address
3.
Company/Organization type
4.
Company/Organization Info
5.
Other info
.
Therefore, customer’s data is among the important elements to be considered
in creating customer’s profile. As discussed before, there are two (2) ways in
obtaining customers data – online registration and offline registration. However, the
customer’s data need to be enhanced by adding demographic element in creating
complete information. Here are two (2) ways of demographic element need to be
added which are business demographic and personal demographic. The required
information may change from time to time. However the customer’s data for
personal demographic can be collected through these questions:
1. Please select the category that includes your age.
2. Please indicate your gender.
3. Do you currently have children under the age of 18 living in your household?
4. If yes, how many children under the age of 18 live in your household?
5. What best describes your marital status?
6. What best describes your employment status?
7. What best describes your level of education?
8. In what field you have studied before?
9. In which state do you live?
10. Which one of the following ranges includes your total yearly household
income before taxes?
40
Meanwhile customer’s information for business demographic can be
collected through these questions:
1. You are working for?
2. What best describes your employment status?
3. In which industry do you work?
4. Which of the following most accurately describes your primary functional
work area?
5. Which of the following most accurately describes your occupational title in
your company / organization?
6. How long have you worked for your company
7. How many total employees are in your company?
8. What are the annual revenues of your company / organization?
4.3
Data Analysis
To build an accurate customer profile, the analysis of customer data needs to
be done first. A few analysis methods can be applied, but RFM analysis is the best
analysis to look for. RFM is used to determine customer behavior and analyzing
market segment. RFM is stand for Recency (R), Frequency (F), and Monetary (M),
the term can be explained like this:
• Recency: Customers who purchased recently and tend to buy again.
• Frequency: Customers who purchased frequently and tend to buy again.
• Monetary values: Customers who purchased most monetary values and tend
to buy again.
41
Arthur M. Huges says:
The value of RFM (Recency, Frequency, Monetary) analysis as a
method to identify high-response customers in marketing promotions,
and to improve overall response rates is well known and is widely
applied today. RFM has been around for more than forty years. Less
widely understood, however, is the value of applying RFM scoring to
a customer database and measuring how customers migrate from cell
to cell over time.
(Arthur M. Hughes, www.dbmarketing.com)
Because of the confidentiality of the customer data (especially buying record
for the customer) in the company, the example of data shown below not exactly
reflects the record of the company.
4.3.1
RFM Analysis
RFM analysis can be used to determine best customer easily and accurately.
Instead of considering one factor to determine best customer, RFM analysis look at
three factors. There are three steps to apply this analysis, which is:
i.
Create a record for RFM
Create a set of records for Recency, Frequency, and Monetary factor. Sort
descending order each record by RFM factor. For Recency record, sort
descending order for recency column (i.e., last purchase date), for Frequency
record, sort descending order by frequency column (i.e., number of purchase
in years), and for Monetary record, sort descending order by monetary value
(i.e., sum annual spend).
42
ii.
Assign a numerical value
Step 2 is to assign a numerical ranking (between 1 and 5) to each customer on
each list. Assign a “5” to the top 20% for each list, “4” for the next 20% of
record for each list, “3” for the next 20% of the record in each list, and so on
until the last one is assign by “1” ranking.
iii.
Calculate RFM scores for each customer
Last step is to calculate the RFM scores for each customer. RFM scores can
be calculated by sum ranking for RFM for each customer. The highest
numbers are the best customer in the customer list. Weight also can be
created depending on what importance factor for the business, if the
importance factor for the business is money rather than recency and
frequency, then give a weight to the monetary factor.
Using RFM analysis, the company will be able to identify opportunities to
create marketing that are relevant to the customers.
4.3.2
Manual Profiling
In view of profiling the customer data, the example below are the manual
profiling for the customer records in the company. A number of criteria are designed
to create customer profiles consist of the state, the size of the organization, and the
type of organization. By taking the example of customer data (60 sample customer
data), as a result of these criteria look like figures below:
43
5%
Selangor
4%
Sarawak
2%
Negeri Sembilan
4%
Melaka
22%
Kuala Lumpur
2%
Kelantan
2%
Kedah
Johor
60%
0%
20%
40%
60%
80%
Figure 4.3 : Location of the customer
40%
Private
2%
NGO
56%
Government
GLC
2%
0%
20%
40%
60%
Figure 4.4 : Type of the customer
44
Transport
2%
2%
2%
Tourism
Medical
32%
ICT
2%
Engineering
40%
Education
18%
Consultancy
2%
0%
Biotechnology
10%
20%
30%
40%
50%
Figure 4.5 : Field / expertise of the customer
32%
2-9
16%
10-49
12%
50-99
100-499
19%
500-999
9%
1000-9999
12%
0%
10%
20%
30%
40%
Figure 4.6 : Size of the organization
From that figure, most of the customers in the company are from government
and private sector instead from other sector. The customer are also in small size
organization (2-9 people), and mostly come from Johor and from educational and
ICT field.
45
It’s easy to make such as profile, the profile can be generated with general
customer data, but to make a deep profile for the customer, the system need to be
develop. The data about purchasing, products, and customer need to be process in the
system in order to make a better profile.
4.4
Requirement
The user requirements are divided into two types. There are functional
requirement and non functional requirement.
4.4.1
Function Requirement
User requirement is directly related to the process where system needs to
operate on information that included in the system. With function requirement, it
shows how the new system process would be and helps the users to get the
information as below. There are two different interface of the system to communicate
between system and the users, which is interface on front-end (before login), and the
interface on the back-end (after login). Two users can use the system, among of the
users are:
a) Administration (Board of Director)
For this type of user, each product manufactured by company will be
authenticated by the Board of Director. Besides that, this user can also manage
46
information of the staffs and generate report. There is no specific front-end
features except the login page, whereby the customer need to log in to manage
allowed functions at the back-end features, among of the features are:
1.
Log in using unique ID
2.
Generating selling report
3.
Generating customer report
4.
Generating other report
5.
Manage user (Management & Finance Unit)
6.
Update profile and change password
7.
Manage customer profile
8.
Manage marketing process
a. Marketing by email
b. Marketing by mail
c. Marketing by phone call
9.
Manage selling process
10.
Register customer
11.
Generating report base on criteria selected
12.
Update profile and change Password
13.
Admin log out from the system.
b) User (Management & Finance Unit)
For this type of user, they will operate promotion management and selling of
product. Despite that, this user can also manage the customer’s information and
generate the particular report. This user also can register an offline customer.
There is no specific front-end feature, whereby the user has to log in to manage
permitted functions at the back-end features, among of them are:
1.
Manage customer profile
2.
Manage marketing process
a. Marketing by email
b. Marketing by mail
c. Marketing by phone call
3.
Manage selling process
47
4.4.2
4.
Register customer
5.
Generating report base on criteria selected
6.
Update profile and change Password
7.
User log out from the system.
Non Function Requirement
Non function requirement refer to behavioral properties that the system must
have such as performance and usability. It may influence the rest of the analysis but
often do on indirectly. Non function requirements are primarily used in design when
decisions are made about the user interface, the hardware and software and the
system physical architecture. Table shows the non functional requirement for the
project:
Characteristics
Project non function requirement
Operational
The system need to be operated on Linux based
platform This system can be access anytime and
anywhere
Performance
The response time must be less than ten seconds
The inventory of database must be update in a real
time
Security
Super admin and user admin have their own
password If there is no activity within 30 minutes in
admin mode, the system session will automatically
expire. System provides security scripting to prevent
from SQL injection and robot spamming.
Table 4.1 : Non Function Requirement
48
4.5
System Design
The Unified Modeling Language (UML) is used to model the system before
developing it. In The system design phase, the interacting components that make up
the system are identified. The communication between the interfaces and the
sequence of interaction are determined.
The designs will serve as a blueprint for the system and helps detect problems
before these errors or problems are built into the final system. However, the designs
may change during the development and testing phase.
4.6
Activity Diagram
Activity diagram and use case are describes the functionality of the new
system. Figure 4.3 shows an activity diagram the system.
49
act Activ ity Diagram
Login
Customer
Document
Vendor
System Setting
Product
User
Choose Document
Type
Choose Customer
Category
Choose Customer
Set Database
Update Configuration
Add
Update
Add
Update
Add
Add
Update
Chose Product
Update
Figure 4.7 : Activity diagram for the system
Add
Update
50
4.7
Sequence Diagram
Figure 4.8 : Sequence diagram for administrator
Figure 4.9 : Sequence diagram for user
51
4.8
Use Case Diagram
All the activities and process that are involved in the proposed system have
been modeled using Use Case Diagram. Use case diagrams are functional diagrams
that portray the basic functions of the system. Use case diagrams are simply a
graphical overview of the set of use cases contained in the system. It illustrates the
main functionality of a system and the actors that interact with the system.
The use case diagram has been broken down to three parts follow the
functionality of each user. A figure 4.10 shows the use case diagram for the
Administrator. It shows the administrator’s functionality in the system and how
admin interact with the system
.
52
u c P r im a ry U s e C a s e s
Add
E d it
Add
V ie w
E d it
D e l e te
U p d a te / C h a n g e U s e r
P a s s w o rd
P r o fi l e C u s to m e r
M a n a g e C u s to m e r
M anage User
D e l e te
L o g in
P r o fi l e U s e r
Q u o ta ti o n
M a n a g e S e llin g
S e s s io n
D e liv e r y O r d e r
A d m in is tr a to r
R e p ort
M anage V endor
P r in t re p o r t
In v o ic e
Log out
R e c e ip t
C u s to m e R e p o r t
V ie w
S e llin g R e p o rt
D e l e te
M a n a g e P ro d u c t
E d it
Add
Add
V ie w
D e l e te
E d it
Figure 4.10 : Administrator functionality
53
A figure 4.11 shows how the user’s is interacted with the system. The
administrator functionality has all user function instead of user have limited
functionality.
uc User Use Case
Log out
Login
View Profile
Sess ion
View
User P rofile
Change P assword
Add
Manage Customer
Edit
Manage Vendor
Del ete
Us er
Manage M arketing
View
Marketing by Email
Manage Product
Manage Selling
Marketing by Mail
Quota tion
View
Marketi ng by Phone
Ca l l
Rece ipt
Inv oice
Deliv er y Order
Figure 4.11 : User’s functionality
4.9
Conceptual Design
The conceptual system architecture for the system is divided into two
components. The first component is the system database and the navigation through
54
the web browser is the second component where the admin access the restrict page.
The following diagram shows the conceptual architecture of the system.
Management
Computer
Management
Computer
Web
Browser
Web
Browser
Apache
Web Server
File System
(PHP)
Connector MySQL
Customer Profiling
System
(Server Application)
Database
Server
Figure 4.12 : Conceptual design
4.10 Physical Design
The physical design of the system includes the database design, system
structure and interface design.
55
4.10.1 Web Interface Design
a) Login Page
The system does not have any front end. Any user have to login to access the
function of the system. To access the back end function, user must provide the
username and password on the login interface.
Figure 4.13 : Login page
b) Back End Interface
Some of the menu for the system cannot be access for user and full menu can be
access for administrator. Primary back end interface for each user of the system
as figure 4.14 below
56
Figure 4.14 : Back end interface
Each user can access the function of the system via menu on the top of the
page.
57
c)
Add User
Figure 4.15 : Interface for add new user
58
d) Add Customer
There are two type of customer. The first one is organizational customer and
second one is personal customer. Figure 4.16 below show interface for
organizational customer
Figure 4.16 : Add customer (Organization)
For individual customer, each user can add customer information via interface in
the figure 4.17 below
59
Figure 4.17 : Add customer (Individual)
60
e)
List Customer
Each customer can be listed with figure 4.18 below
Figure 4.18 : List of customer
On the listing interface, each user can interact with the system to update, delete,
or view full information for each customer. Via list of the customer, user can
filter each column on the search textbox and user also can sort and navigate to
the next page. The list also can shown total of record found.
f)
View Customer Profile
Each customer has their own profile, click on the customer name, and the full
profile can be viewed as shown on the figure 4.19 below
61
Figure 4.19 : Customer Profile
The system can show the contact info of the customer, buying history and
statistic of the transaction for each customer.
g) Report
Each listing function on the system can provide as a report for user as shown on
the customer list function. On the report menu provided additional report for the
system as shown on the figure 4.20 and figure 4.21 below:
62
Figure 4.20 : Report for registered customer (by category)
Figure 4.21 : Report for registered customer (by organization type)
63
4.10.2 Database Design
Figure below is the core database and its relationship schematic for the
system. Detail on other tables can be referring in Appendix A.
Figure 4.22 : Database Design
64
4.11 Chapter Summary
Initial findings indicate analysis of the organization. All the results of the
analysis will give clear picture for the implementation stage. The proposed system
embraced the user requirements and improvements matter. The use of use case
diagram gives a better view of the new system. In conclusion, this chapter should
cover all design of the proposed system. Due to time constraint and data requirement,
the initial finding should have more than what had have been present here.
CHAPTER 5
5
5.1
IMPLEMENTATION AND TESTING
Introduction
This chapter documents the coding for important functions in the Customer
Profile Management System, specifies the hardware and software requirements for
the system and interprets the results of testing. The coding of the system is written
using PHP5 and jQuery for JavaScript AJAX with MySQL as the database platform.
Fusion Chart scripting is used to generate the statistic report.
5.2
Coding Approach
The system was developing using object oriented. All objects are load on the
index.php file and can be manipulated based on the function need to be generated. To
66
make the system look more dynamic, jQuery has been used. This java script
framework can be used to make the view of the system more dynamic and easy to
user. The examples of the codes are described on Appendix C.
5.3
System Implementation
The system must be tested in order to detect any order or mistake after the
system design have been developed. There are some testing levels that have been
executed which are black box testing, integration testing and user acceptance test.
5.4
Test Result And System Evaluation
5.4.1
Black Box Testing
Black box testing has been executed based on the units in the system
modules. Below are some results from the black box test.
Modules
Action Testing
Expected Result
Result
Log in
Super
Login Error message is
Valid
Login with
Admin undefined or
invalid
username and
displayed
67
password
Login
User
Login with
Admin undefined or
Login Error message is
Valid
displayed
invalid
username and
password
System
Super
Insert/Update
Configuration
Admin system
New data has been
Valid
inserted or update
configuration
User/Staff
Super
Insert/Update
New data has been
Valid
Administration Admin new user for the inserted or update
system.
Email
Super
Submit
configuration
Admin parameter for
email
New data has been
Valid
inserted and show error
if email cannot send
configuration
using outside
SMTP
Vendor
User
information
Admin vendor data for
save
Insert/Update
New data has been
Valid
inserted valid
specific product
supplied
Vendor
User
information
Admin product data for
save
Insert/Update
New data has been
Valid
inserted
specific vendor
Customer
User
information
Admin product data for
save
Insert/Update
New data has been
Valid
inserted
specific
customer
SMS
Super
SMS parameter
configuration
Admin need to be save
for spreading
to the
product info
configuration
SMS has been updated
and save
Valid
68
file
Generate
User
Quotation item
quotation
Admin need to be
document for
saved to the
customer
DB.
Generate
User
Delivery order
delivery order
Admin item need to be
document for
saved to the
customer
DB.
Generate
User
Invoice item
invoice
Admin need to be
document for
saved to the
customer
DB.
Generate
User
Receipt item
receipt
Admin need to be
document for
saved to the
customer
DB.
Print PDF
User
Using data
every
Admin from database,
document on
print
the transaction
information for
process
the specific
include
document
New data has been
Valid
inserted
New data has been
Valid
inserted
New data has been
Valid
inserted
New data has been
Valid
inserted
Document has been
Valid
printed successfully
quotation,
delivery order,
invoice, and
receipt
Log Out
Super
Click the logout Page redirect to the
Admin menu
main page “index.php”
and always redirect to
the main page if the
previous page is try to
access without login.
Valid
69
Log Out
User
Click the logout Page redirect to the
Admin menu
Valid
main page “index.php”
and always redirect to
the main page if the
previous page is try to
access without login.
Sorting field
User
on the every
Admin be sorted
data tables list
Fields need to
Fields sorted
Valid
successfully
ascending or
descending.
Search any
User
Using
item on the
Admin JavaScript
data tables for
plug-in search
every
for rapid
collection of
searching
Every entered keyword
Valid
showed result
data
Test every
User
button on the
Admin every button go
list
To make sure
Button go to valid page
Valid
Appearance like a
Valid
development browser
only for
to valid page
Test
User
application on
Admin appearance of
the specific
Check the
the application
FF3.5,
browser
IE8,
and
Chrome
Change
User
Change
password
Admin password
Change
Super
Change
password
admin
password
Password changed
Valid
Password changed
Valid
Table 5.1: List of Black Box Testing
70
5.4.2
Integration testing
After completing the black box testing, integration testing will take place. It
is a test which involved two or more modules or related application. This means, an
output from one module can be used as an input for other module. The purpose of
this testing is to verify application works with other existing applications.
5.4.3
User
By conducting user acceptance test, it can assist in verifies the new system
works with actual data. It is executed by giving a questionnaire form and interview
session. This questionnaire is prepared to get a feedback regarding this system and
fixing the weaknesses. Please refer to Appendix B for user acceptance test
questionnaire.
The interview question is just like questionnaire question but more on
suggestion from user. Most users satisfy with the system, but some users give useful
feedback for the system. The example of the question is ‘Did you find and error of
the system? If yes, what is it?’ and ‘What are your suggestion to improve the system
on behalf of your function in the system?’.
71
5.5
Chapter Summary
The sample codes included in Appendix C for the important functions in the
system. In conclusion, the system can be executed. There are two type of testing has
been executed which are black box testing and integration testing. Some
improvement has been made to ensure the objectives are successfully achieved. Steps
of implementation towards organization and strategy to ensure successfulness of this
system will be discussed in the following chapter.
CHAPTER 6
6
6.1
ORGANIZATIONAL STRATEGY
Introduction
Implementation of organizational strategies must be considered into human
resources, existing infrastructure, and strategies to start launching the system in the
organizational. The action to be provided should include training packages and user
manuals, data entry testing and collaboration between organization and staff to train
them to use the system.
6.2
Implementation Strategies
To ensure the implementation of the system, several strategies need to be
applied on the implementation phase. The best strategies can make sure that system
73
can run properly on the organization and give happiness to the users in the Itech
View Associates Sdn Bhd. The other reason of implementing the best strategies is to
make sure that the organization can give better service to their customer.
There are four strategies can be used: direct; phased; pilot or parallel running.
In view of there are no existing system in this organization, the best strategies should
be used is direct implementation.
6.2.1
Direct Implementation
In direct implementation, the new system completely replaces the manual
system on all operation. The advantages of using direct implementation are as below:
i.
The most rapid of all the strategies.
ii.
Less risk of confusion between old and new systems.
However, there are also some disadvantages of using these strategies such as;
i.
Most stressful for the users - the old system has gone so no going
back if they have difficulties.
ii.
Most difficult to train staff on as the new system was not in place to
learn on before the changeover.
iii.
Most stressful for the developers - all the data and files from the old
system will have to be converted ready for use on the new one.
iv.
Most risky - if the new system does not work properly then there is
nothing to fall back on.
74
During the direct implementation is ongoing, the old data must be imported to
the system by manually insert the data. All customer data need to be inserted and for
transaction process, the transactions within this year only need to be inserted.
6.3
Installation of Infrastructure Process
This system is developed under web-based. The implementation can be
connected to the internet or intranet. Therefore for the next step, the infrastructure
process can be completed by server and internet connection. By using the internet or
intranet, the system can be accessed across the office or outside the office at anytime
and any places.
6.3.1 Hardware And Software Installation
The installation of hardware and software need to be done in server side and
client side. For the server side, hardware and software specification already describe
in Chapter 3 on section 3.4.2. For specification of client side, users can access the
system on the server using normal personal computer or laptop, with any operating
system. Users can access the system using web browser like Internet Explorer,
Mozilla Firefox or Google Chrome.
75
6.4
Trainings
Base on the existing organizational structure of Itech View Associates Sdn
Bhd, the developer need to plays an important role to do the training on the system.
“Hands on” training should be conducted to them. Trainees must be briefing with the
introduction about the role, functions, objectives, implementation proposals and
other matters that need to be taken into account. It is also good to let the trainees by
doing it themselves, so that when they return to the system, they already have some
experience with it.
6.4.1
Administrator Training
Training for administrator is important because they are the people that have
all function of the systems. Below is the proposal of tentative training for the system:
No Activity
1
Position
Introduction
to
Duration
Customer All staff
Twenty (20) min
Customer Administrator
Two(4) hour
Profiling system
2
Practice
using
Profiling system- real process User
and real data
3
Introduce
maintenance
of Administrator
Two(2) hour
database and type of servers
4
Closing,
presentation
and All staff
One(1) hour
conclusion
Table 6.1 : Training tentative for administrator
76
Training and information should be done frequently according to renovation
or upgrading towards the system due to the latest requirement and condition.
6.5
Motivating Adoption
Beside than administration, the user should also be force to use the system.
The administration need to apply the rule to force the user to use the system. Some of
rules need to be applied such as mandatory using this system for the transaction or
selling process in the organization.
6.6
Expected Organizational Benefit
With successful implementation of the system, it is expected that:
i. Users are able to give feedbacks after a period of using the system. Based on
the feedbacks, weaknesses of the systems are indentified and improved.
Problems encountered by users are defined and fixed. Complaints made by
them are resolved.
ii. Users will experience satisfying usage of the systems which meet their
requirements and expectations as well as are error-free, secure, efficient,
effective and reliable.
iii. Less re-work, cost and time spent to develop new web-based systems as the
user acceptance factors framework can be used as a basis for the future
77
system development. In addition, these systems should have a high user
acceptance.
6.7
Contingency Plan
Usually, most of the system will face some problems whether it is critical or
not. Therefore, it is very important to prepare a system contingency plan as an
organizational strategy. The plans are:
i.
There is possibility that the data might be attacked by virus. Backup utility
must be prepared to ensure the data would not lose or corrupt.
ii.
Automatic redirect to other server or mirror server when the network is
failure or the server is failure to operate because of power breakdown.
iii.
Provide power backup to prevent the data corrupt and physical damage if the
system shutdown improperly.
6.8
Chapter Summary
This chapter has described the organizational strategies to implement this
system. All the problems and challenges can be well handled if the organizational get
the full support from all participants especially from the top management.
CHAPTER 7
7
7.1
DISCUSSION AND CONCLUSION
Introduction
This chapter will discuss the results of research study with the clear
advantages in the system that has been developed. However, there are several
weaknesses in the system are also described in order to facilitate reference in the
future. In this final chapter also, some suggestions for improvement in the future is
provided.
7.2
System Advantages and Strength
There are several advantages that have been identified at this system. The
advantages are:
79
i.
Collection customer data, product, vendor, selling process can be save in one
place.
ii. Easy connectivity as centralized system.
iii. Easier to find the data inside the system.
iv. Customer and product searching become easier and faster. No page refreshing
at all in the selected function using JQuery and AJAX.
v.
Online generating document in selling process and can print online make the
document are centralized to other user.
vi. Increase navigation process to find suitable recourses.
7.3
System Disadvantages
i. Only support for latest browser, i.e. Internet Explorer 8 and Firefox Mozilla
V3.5++ or Google Chrome 4.1. User need to upgrade their browser.
7.4
Constrains And Challenges
There were some constrains and challenges that had been faced during the
early phase of this system development especially when conducting the research
process for the analysis phase. The identified constraint and challenges are described
as below:
80
i.
The limitation of time to do more depth research and study is another
challenge to gather the complete information and understanding for this area.
Better result will be achieved if the project period is lengthened.
ii.
A short development period. Because of too many modules need to be
developed, the less attractive interface design is emphasized.
iii.
As a part time student, time to prepare and develop the system is very limited
due to overloading of existing work.
7.5
Future Work For The System
The system can be upgraded to enhance its capability to obtain much more
fulfillment of the users. Some of the enhancement is the system can automatically
give suggestion which are the customer need to be validate their contact info. The
system also can be integrated with another system such as human resource, stock
management or applying Just in Time (JIT) method between vendors and customers.
7.6
Summary
Based on the advantages of CRM in doing the product marketing process, a
good relationship can be built between organization and customers as well as
enabling a profit-making and cost-cutting. These are suit to organizational mission
and vision in gaining profits to ensure organization’s stability.
81
The system that is going to develop is expected to help organization in
promoting organizational products and ensuring good relationship between
organization and customers. Besides that, the product quality can be increased based
on customers feedback. By having this system, customer segmentation can be easily
identified as well as retrieving customer’s data and transaction history. These are
done for organization to be able to know and making conclusion about customers and
products as well as facilitates marketing plan in promotion, targeted customer, and
others.
However, the customer’s data sometimes are difficult to obtain because the
suitable approach is needed to get the accurate data and fulfill the organization’s
needs. As discussed before, although the researcher proposed for a collection data
approach, but still, the effectiveness of the approach is never been tested.
However, the success of CRM usage in many organizations convinced the
researcher that CRM approach can bring the success to Itech View Associates Sdn
Bhd.
RFERENCES
1
Khairul Nizam Zainal Badri, “20 Jam Mengenali eCRM”, Venton Publishing,
2007
2
Roberts-Witt, Sarah L. (2000). “It’s the Customer, Stupid! PC Magazine “.
Berkeley Place: University of California, Irvine.
3
Peppers, D., Rogers, M., and Dorf, B. (1999). “Is Your Company Ready for Oneto-One Marketing?” Harvard Business Review, vol. 77(1): 101–109.
4
Alavi, M., and Leidner, D.E. (2001). “Review: Knowledge management and
knowledge management systems: Conceptual foundations and research issues.”
MIS Quarterly, vol. 25(1): 107–136.
5
Stefanou, C.J., and Sarmaniotis, C. (2003). “CRM and customer-centric
knowledge management: An empirical research. Business Process Management
Journal”, vol.9(5): 617–634.
6
http://en.wikipedia.org/wiki/Demographics (Oktober, 2009)
7
D&B Research Whitepaper – “Customer Profiling: Using Your Customer Data
to Improve Your Marketing ROI”
8
Zanibal – “Data Cleansing & Enhancement”,
http://www.zanibal.com/files/data_cleaning_and_enhancement.pdf (Oktober,
2009)
9
www.apache.org (Oktober, 2009)
10 www.php.net (Oktober, 2009)
11 Luke
Welling,
Laura
Thomson.
(2004).
“PHP
and
MySQL
Web
Development”.3rdEdition. United State of America:Developer’s Library.
Retrieved on 10th Sept 2008.
83
12 Mohamad Hj Md Som, “Internet Media Management System For University
Campus Interactive TV (UTHM)”, 2009.
13 Dennis, A., Haley Wixom, B., Tegarden, D. (2005). “System Analysis and
Design with UML version 2.0”. Wiley. USA.
14 Arthur M. Hughes. RFM: IS it “kudzu” or is it Gold?
http://www.dbmarketing.com/articles/Art123.htm (March, 2010)
15 Harris Infosource, A D&B company, “Best Profile”
http://www.harrisinfo.com/harrisinfo/products/pdfs/BestProfile.pdf (March,
2010)
APPENDIX A
SOFTWARE
85
Apache Web Server
Apache HTTP Server is a web server that can be run in most of the operating system
(Unix, BSD, Linux, Microsoft Windows, Novell Netware and others). It is very
useful in running web sites or web-based system. The protocols being used are HTTP
and HTTPS. Apache is supported by Graphical User Interface (GUI) which
facilitates the server configuration.
Based on the statistic above, Apache is leading the other web server as it dominates
3.3 billion websites, followed by Internet Information Services (IIS) from Microsoft.
There are several other web servers can be used to develop web sites like google,
nginx, lighttpd and others. However, Apache is commonly packaged with open
source operating system, while IIS is packaged with Windows operating system, so
that the other web server cannot compete the Apache and IIS.
http://www.apache.org
PHP
PHP is a programming language designed specifically for web development. In
HTML, PHP can be embedded to execute the web in browser. PHP codes can be
viewed in form of HTML, PDF or others.
http://www.php.net
MySQL
MySQL is a Database Management System (DBMS) related to websites and
applications development. MySQL maximizes the speed, stability and functionality,
as well as reduces the database cost slightly until 90%. On other hand, MySQL can
be applied in all the Linux distributions as well as UNIX Operating System, Mac OS
and Microsoft Windows.
OSS is chosen based on these criteria :
86
i.
Reduce licensing cost.
ii.
Free to choose software to be used.
iii.
Increase interoperability within the system.
iv.
ICT industry development.
v.
OSS user and community development.
http://www.mysql.com
JQUERY
JQuery is the lightweight java script framework to improve interaction between java
script and HTML. It was released in January 2006 at New York City by John Resig.
The JQuery has been used by over 27% of the 10,000 most visited websites, jQuery
is the most popular JavaScript library in use today.
jQuery is free, open source software, dual-licensed under the MIT License and the
GNU General Public License, Version 2.jQuery's has been build to make an HTML
document easier to navigate, create animations, handle events, and using Ajax
applications. The creation is to make powerful and dynamic web pages.
http://www.jquery.com
ECLIPSE
Eclipse is an integrated development environment (IDE). Eclipse is a multi-language
software development environment was written primarily in Java and can be used to
develop applications in Java and various plug-ins to make a development in other
languages as well, including C, C++, COBOL, Python, Perl, PHP, and others.
Released under the Eclipse Public License, Eclipse is free and open source software.
http://www.eclipse.org
APPENDIX B
DATABASE TABLE STRUCTURE
88
Table 1: Transaction Document (itech_akaun_dokumen)
Table 2: Transaction Item (itech_akaun_dokumen_item)
89
Table 3: Address for staff, customer, and supplier (itech_sis_hubungi)
Table 4: Login (itech_sis_pengguna)
Table 5: Category for product, customer (itech_sis_kategori)
90
Table 6: Enumeration (itech_sis_pilihan)
Table 7: Sub category for product, enumeration (itech_sis_subkategori)
91
Table 8: Staff (itech_sm_asas)
Table 9: Individual customer (itech_smp_individu
92
Table 10: Organizational customer (itech_smp_organisasi)
Table 11: Customer (itech_smp_pelanggan)
Table 12: Supplier (itech_st_pembekal)
93
Table 13: Product (itech_st_produk)
APPENDIX C
CODING APPROACH
95
PHP Script for Login
For security purpose, login page is provided to access the restricted page which is
only can be access by authorized admin. Script will check the admin role and redirect
to admin main page. Below is the sample script for login.
if (isset($_POST['submit']))
{
$i_katanama = $_POST['username'];
$i_katalaluan = md5($_POST['password']);
$query = "SELECT * FROM itech_sis_pengguna "
."WHERE i_katanama='$i_katanama' "
."AND i_katalaluan='$i_katalaluan' ";
$run = $db->WithReturn($query);
$result = mysql_fetch_object($run);
$_SESSION['lastLogin'] = $result->i_loginTerakhir;
$_SESSION['userName'] = $result->i_katanama;
$_SESSION['userType'] = $result->i_jenisPengguna;
$id_login = $result->i_id;
if (mysql_num_rows($run)>0) {
$query = "SELECT t1.i_id, t1.i_noPekerja,
t1.i_gelaranRasmi, t1.i_namaStaf, t2.i_email1 "
."FROM itech_sm_asas AS t1 LEFT JOIN
itech_sis_hubungi AS t2 ON t1.i_id = t2.i_idRujukan "
."WHERE t1.i_id='".$result->i_idPengguna."' ";
$run = $db->WithReturn($query);
$result = mysql_fetch_object($run);
$_SESSION['name'] = $html>getEnumValue("Gelaran","","","view",$result->i_gelaranRasmi)."
".$result->i_namaStaf;
$_SESSION['userId'] = $result->i_id;
$_SESSION['email'] = $result->i_email1;
$query = "UPDATE itech_sis_pengguna SET i_loginTerakhir
= '".date('Y-m-d H:i:s')."' "
."WHERE i_id='".$id_login."'";
$run = $db->NoReturn($query);
echo"<script>location.href='ims.php' ;</script>";
} else {
echo"<script>alert('Invalid username and/or password');
96
location.href('index.php') ;</script>";
}
}
JQuery : AJAX
JQuery is simplified javascripts function which is makes easy to create wonderful
web effect. In this project, jQuery mostly used as AJAX API reference. The jQuery
can make the page content is load without refreshing the page overall. By using this
technique web page can be access interactively and the information inside the page is
loading in short time. Below is a sample javascript script using jQuery to make a data
tables. The data can be loaded using PHP scripts.
<script type="text/javascript" charset="utf-8">
$(document).ready(function() {
$('#dt').dataTable( {
"sPaginationType": "full_numbers",
"bJQueryUI": true,
"aoColumns": [
{ "bSortable":false, "bSearchable":false, "sClass":
"center" },
null,
null,
null,
null,
null],
"bAutoWidth": false
});
} );
$("#deleteVendor").click (function () {
if (document.getElementById('valueRadio').value != "") {
$("#dialog").dialog('open');
$("#dialog").html('<br>Are you sure to delete this
record?').dialog({
buttons: { "Ok": function() {
var id = $('#valueRadio').val();
location.href =
97
'ims.php?page=product&mod=vendor&action=delete&id=' + id;
},
"Cancel" : function() {
$(this).dialog('destroy');
}
} ,
modal: true,
width: 400,
resizable: false,
show: 'clip',
hide: 'clip'
});
} else {
$("#dialog").dialog('open');
$("#dialog").html('<br>No record selected !').dialog({
buttons: { "Ok": function() {
$(this).dialog('destroy');
} } ,
modal: true,
width: 400,
resizable: false,
show: 'clip',
hide: 'clip'
});
}
});
Report and Graph Generation
To generate a report, a functional primary key and foreign key need to be applied to
the system. Some of the reports need a data from another tabled related to main table.
Below are the example of the code to generate report and graph
<table width="910px" border="0" class="mainTableHtmlForm"
cellpadding="2px" cellspacing="1px">
<tr>
<td class="leftSide" width="2px"></td>
<td width="700px">
<div class="formHeading">Customer By Category</div>
98
<!-- The inner table below is a container for form -->
<table width="100%" border="0" cellpadding="3px"
class="htmlForm"
cellspacing="0">
<tr>
<td align="center"><?php
$strXML
= "";
$strXML .= "<graph caption=''
xAxisName='Category' yAxisName='Customer'
decimalPrecision='0'
formatNumberScale='0'>";
$query = "SELECT i_id, i_kategori "
."FROM itech_sis_kategori "
."WHERE i_kategoriUntuk = 'Pelanggan' ";
$run = $db->WithReturn($query);
$color =
array('AFD8F8','F6BD0F','8BBA00','FF8E46','008E8E','D64646','8E468E
','588526','B3AA00');
$i = 0;
while ($result = mysql_fetch_object($run))
{
$query1 = "SELECT COUNT(*) AS bil "
."FROM itech_smp_pelanggan "
."WHERE i_jenisPelanggan =
'".$result->i_id."' ";
$run1 = $db->WithReturn($query1);
$result1 = mysql_fetch_object($run1);
if ($result->i_kategori ==
"Organization")
$strXML .= "<set
name='".$result->i_kategori."' value='".$result1->bil."'
color='".$color[$i]."' link='" .
urlencode("ims.php?page=crm&mod=customer&action=report-customersub-category") ."'/>";
else
$strXML .= "<set
name='".$result->i_kategori."' value='".$result1->bil."'
color='".$color[$i]."'/>";
$i++;
}
$strXML .= "</graph>";
99
//Create the chart - Column 3D Chart with
data from strXML variable using dataXML method
echo
renderChartHTML("itech_lib/itech_chart/itech_swf/FCF_Column3D.swf",
"", $strXML, "myNext", 600, 300);
echo $strXML;
?> &nbsp;</td>
</tr>
</table>
</td>
</tr>
</table>
SQL Command
SQL commands is used to query the desire data base on application requirement. In
searching technique, SQL command is used to search customer data, product and
service provided, buying activities, and querying reports. All data can be search
using SQL command. Below is a sample code of getting the data to create list of
customer.
$query = "UPDATE itech_smp_organisasi SET "
."`i_gelaranRasmi` = '$i_gelaranRasmi', "
."`i_nama` = '$i_nama', "
."`i_namaPegawai` = '$i_pegawai', "
."`i_unit` = '$i_unit', "
."`i_jabatan` = '$i_jabatan', "
."`i_jenisOrganisasi` = '$i_jenisOrganisasi', "
."`i_nota` = '$i_nota', "
."`i_jawatan` = '$i_jawatan', "
."`i_tahunDitubuhkan` = '$i_tahunDitubuhkan', "
."`i_bilanganPekerja` = '$i_bilanganPekerja', "
."`i_bidang` = '$i_bidang', "
."`i_diskaun` = '$i_diskaun' "
."WHERE `i_id` = '$i_id' ";
$db->NoReturn($query);
100
$query = "SELECT i_idAlamat "
."FROM itech_smp_organisasi "
."WHERE i_id = '$i_id'";
$run = $db->WithReturn($query);
$result = mysql_fetch_object($run);
$i_idAlamat = $result->i_idAlamat;
$query = "UPDATE itech_sis_hubungi SET "
."`i_alamatBaris1` = '$i_alamatBaris1', "
."`i_alamatBaris2` = '$i_alamatBaris2', "
."`i_alamatBaris3` = '$i_alamatBaris3', "
."`i_poskod` = '$i_poskod', "
."`i_negeri` = '$i_negeri', "
."`i_bandar` = '$i_bandar', "
."`i_negara` = '$i_negara', "
."`i_noTelefon1` = '$i_noTelefon1', "
."`i_noFaks` = '$i_noFaks', "
."`i_noHP1` = '$i_noHP1', "
."`i_noHP2` = '$i_noHP2', "
."`i_email1` = '$i_email1', "
."`i_email2` = '$i_email2', "
."`i_website` = '$i_website' "
."WHERE i_id = '$i_idAlamat'";
$db->NoReturn($query);
APPENDIX D
USER ACCEPTANCE TEST
102
User Acceptance Test
Application Name : Customer Profiling Management System
Company Name
: Itech View Associates Sdn Bhd
Category User
: 1. Administrator
: 2. User Admin
System Performance Rating:
4- Very Good
3- Good
2- Fair
1- Poor
No Question
Q1 Is the interface of the system interesting
Q2 Is the system easy to use
Q3 Are you satisfy with the system
Q4 Is the system fulfill your requirement
Q5 How about system security performance
Q6 How about report produced by the system
***Answer all question
1
2
3
4
103
Category User : User Admin
8
7
6
Poor
Fair
Good
Very Good
5
4
3
2
1
0
Q1
Q2
Q3
Q4
Q5
Q6
Category User : Administrator
8
7
6
Poor
Fair
Good
Very Good
5
4
3
2
1
0
Q1
Q2
Q3
Q4
Q5
Q6
APPENDIX E
SYSTEM INSTALLATION
105
Requirements Application
i. Apache web server 2.0
ii. PHP
iii. MySQL
iv. PhpMyAdmin
To facilitate installation and configuration, the above software will be installed using
bundled package WAMP5. This package can be downloaded from the website
http://www.wampserver.com/en/index.php.
Installation steps
i.
WAMP5 package will be installed first. The software inside the package
automatically installed such as Apache2.0, PHP, MySQL and
PhpMyAdmin.
ii.
Click on the icon WAMP5_1, 1.exe. A display screen such as figure
below will be displayed. Next, set the storage location for the installation
of this package. Location of the proposed installation is in C: \ WAMP.
106
iii.
Click the button 'Next', wait until finished. If the installation was
successful the following screen will appear.
iv.
Next a group of PHP programs will be available in the Start menu. Select
the menu Wampserver> Wampserver start to run this software.
Wampserver can automatically start Apache webserver, PHP, MySQL,
and other useful tools.
v.
Copy the folder system (crm) to the www folder the wamp directory
(C:\wamp\www\).
vi.
Application system that has been copied into the www folder can be run
using the web address through Mozilla Firefox using URL
http://localhost/crm
Installation Steps Database
Steps to install a database system on web server are as follows:
i.
Open Mozilla Firefox and type http://localhost/
107
ii.
Click on the link PhpMyAdmin. The following display will appear
iii.
Insert a name of the database 'crm' in input box 'create new database'.
Click the 'Create'. One database named 'crm' will be produced.
iv.
Select database 'crm' on the left menu.
v.
Select the import tab in the top of the application and insert the following
SQL file crm.sql in the www directory
(c:/wamp/www/crm/itech_datab/crm.sql). Click the button 'GO'. This
step will import the database crm.
108
iv.
Once completed, this system can be run by typing http://localhost/crm in
Mozilla Firefox or using the IP address of the server/PC. For example is
by typing http://192.168.0.1/crm in Mozilla Firefox.
v.
Finish
APPENDIX F
USER MANUAL
110
Users
1.
Home
111
2.
My Profile
112
3.
Change New Password
113
4.
Add User
114
5.
Add Quotation
Dialog title display when the select item button clicked by user to select one item
of entries.
115
6.
List Quotation
7.
View Quotation
116
8.
Add Delivery Order
Dialog title display when the select item button clicked by user to select one item
of entries.
117
9.
List Delivery Order
10.
View Delivery Order
118
11.
Add Invoice
Dialog title display when the select item button clicked by user to select one item
of entries.
119
12.
List Invoice
13.
View Invoice
120
14.
Add Receipt
Dialog title display when the select item button clicked by user to select one item
of entries.
121
15.
List Receipt
16.
Add Vendor
122
17.
List of Vendor
18.
Vendor Contact Info
123
19.
Add Product
20.
List Product
124
21.
Product Info
22.
Add Customer
125
Add Customer for Organization
126
Add Customer for Personal
127
23.
List Customer
List Customer by Organization
List Customer by Personal
128
List Customer by All