Giant Forest
Restructuring Hotel
Enterprise Resource Planning
System Project
Large Project Version 2
Philip Masopust
Matthew Fazo
Eric Keefe
Contents
Company Overview .....................................................................................................3
System and Problem ...................................................................................................3
Analysis and Possibilities .............................................................................................4
Recommendations ......................................................................................................5
Charter Document ......................................................................................................6
Technical Analysis .......................................................................................................7
Operational Analysis ...................................................................................................8
Economic Feasibility....................................................................................................8
Tangible Benefits ........................................................................................................8
Intangible Benefits .....................................................................................................8
Project Scope Statement .............................................................................................9
Problem/Opportunity- .......................................................................................................9
Project Objectives- .............................................................................................................9
Project Description-.......................................................................................................... 10
Business Benefits- ............................................................................................................ 10
Project Deliverables- ........................................................................................................ 10
It Project Scope-........................................................................................................ 10
Task Responsibility Matrix ........................................................................................ 11
Preliminary Project Schedule .................................................................................... 11
Project Risks ............................................................................................................. 11
Baseline Project Plan................................................................................................. 12
Event Tables ............................................................................................................. 12
Use Case Diagrams .................................................................................................... 15
Use Case Narratives .................................................................................................. 18
Conceptual Data Model: ........................................................................................... 21
Input Screen ............................................................................................................. 22
Output screens ......................................................................................................... 24
Dialog Diagram ......................................................................................................... 26
Logical Designs of Data Tables ................................................................................... 28
Physical Design Database Specifications .................................................................... 28
Testing and Test Cases .............................................................................................. 30
Implementation and Installation ............................................................................... 31
2
Company Overview
The mission of Giant Forest Inn is to provide full 5-Star hotel and cottage services
to a high end clientele. The mission of the information system is to modernize the Giant
Forest Inn system while still providing individualize service to make the customers feel
like celebrities by tracking the day to day activities and services, and improving all
services provided.
System and Problem
The work system that is being analyzed is the customer database, reservation
system, service/amenity system, and website interface. A redesign of the web interface
will attract and track customers. Improving automation in the system will enable GFI to
reduce cost and improve customer service. The problem with the current system is that it
underutilizes resources and limits customer satisfaction. Billing is currently manual and
may not be accurate. The individualize attention that customers receive needs to be
preserved in order to maintain customer expectations. The transition to a new system will
be difficult while the facility is still under operation. Training of new employees will
need to take place. The current website will be replaced/reservation system will be
disrupted and may cause customer confusion and loss of bookings. The workers and
customers will not be used to the new processes or requirements for services which will
lead to confusion and frustration, leading to unsatisfied customers and workers. Lack of
technological improvement and training from management to workers has resulted in an
outdated system. Customer transition to a new system will be hard because they expect
individualized services. Getting them too used a new system will be a challenge and will
require the new system to be very user friendly.
Keeping individualized, personal customer service will be necessary, so a
completely automated system will not work in Giant Forest’s case. Quality of service and
communication between organizational entities needs to be in place to ensure synergy in
service.
Work System Snapshot
(Current System)
Giant Forest Inn is a five star hotel and cottage facility that spans 180 rooms divided
between rooms and cottages. The hotel prides itself on individualized customer service
and old world charm that provide guests with a unique experience that treats them like
celebrities. The current management system that governs bookings, check-in and out,
amenities, services, and billing is customer centric to allow for personal service however
it has become an hindrance to the growth and efficiency of the hotel.
Customers
Products and Services
 Current and future employees of
 Reservations and booking by mail
Giant Forest Inn
or phone
 Current and Future guests of Giant
 Billing and receipts delivered by
Forest Inn
hand
 Management of Giant Forest Inn
 Five star food
 Individualized customer service and
charm
3






Work Practices
A guest can make a reservation
 Guests can order services, food, and
through the phone, mail, or on a
amenities by charging things to
first come first served basis as a
their room; however they are only
walk in. A confirmation of their
presented with a bill at the end of
reservation is then mailed out by
the day. The employee makes note
post to their address.
of what they want and deliver it to
their room at the end of the day.
When a guest checks in they have
to present a credit card or some sort
 A final bill is hand delivered to a
of identification to reference their
guest’s room on the last night of
reservation and a credit card or cash
their stay. If there are no issues with
deposit to begin their stay.
the charges the balance is put on
their on file card or by check in the
Rooms are referred to by name and
morning.
guests expect employees to know
them by name throughout their stay
Participants
Information
Technologies
Guests
 Billing and receipt
 Phone and mail
information
systems
Hotel Employees
 Reservation
 Filing
Hotel Owners
information
 Manual delivery of
 Customer
receipts
preferences and
 Human memory for
names
names
The customers are the guests who pay for housing, catering, and or other services
provided by the Giant Forest Inn. These guests currently enjoy the quality and celebrity
feeling that they experience while staying at this Inn. This is important to them as well as
the accuracy and convinces that the system provides, such as adjustable bills and
customer identification. The products and services currently produced by the work
system are considered to be of five star quality. This high level of quality is important to
the Giant Forest Inn as well as the customers who reside there.
The work practices inside the system are performed well, but they can be viewed
as possibly slower when compared to current day systems. This current work system is
low tech and most of the day-to-day operations are done by hand, when they could be
automated to help save time and money. The roles, knowledge, and interests of work
system participants are currently matched to the routine of performing each business
activity by hand. The work system’s design and goals are for a more automated work
system, which, could cut jobs or roles in the business, but could also open up new ones
for employees with computer knowledge. Some however could have interests in the
current work system, as well as a lack of knowledge to operate computers.
Analysis and Possibilities
Better information will allow for the Giant Forest Inn to meet the demands of
customers in a fluent manor. The information that will be stored into the new system will
allow them to more easily establish bill tracking and room tracking services. The bill
tracking system being very important to the customer due to its convenience will provide
the customer with a more enjoyable stay. The new technology will integrate the customer
database, room tracking, billing, as well as customer services. With the integration of
these systems under one ERP system employees and managers are able to better observe
4
and control the day-to-day operations. Customers will have all of their purchases and
activities automatically scanned into the system via RFID chips that will be implanted
into bracelets that will be handed out to customers.
The current system that is in place has no link to any other system so there is no
current environment for the new system to interface with. The Giant Forest Inn is not part
of a chain of hotels meaning there was no need to have a connection to another system.
The current infrastructure that is in place at Giant Forest Inn is outdated. It gets the job
done, but the system we will be implementing will update and enhance all of the involved
infrastructure. In time our new system will take over for the old infrastructure that is in
place. We will use as much as possible from what is already available to integrate our
new system and replace or install what will be necessary to run the business to its highest
potential. We will make the system specifically for the use of a hotel dealing with highend clients.
The system that is in use now meets the needs of the customers but does not meet
the needs of management and employees. The new system will encompass all of the
issues that management and employees have with the old one. We are going to provide
for the high-end clientele and also supply management with the information needed to
run the business smoothly and gain higher profits. The system that is in use meets the
needs that are requested by the customers but in a way that makes it very hard on
employees. Since the system was made for the use of hotels that do not deal with highend clients, the managers and employees need to work harder in order to me the demands
of the customers. Much of the clients information is all on paper, which makes it more
difficult to organize, in turn making it harder on employees to maintain the needs of the
high-end clientele. These issues will all be computerized in our new system.
Recommendations
We recommended updating and restructuring the system to accommodate the
high-end clientele needs. The web interface will be integrated with the customer
database, reservation, and the services and amenity systems. With the attention to the
specific and unique details that are requested by the customers, the new system will be
able to meet the needs of both them and the employees better than an borrowed system
that would be designed for other specifications. We believe that the system that we are
recommending will exceed the capability of the already existing systems for this type of
business. We expect that the needs of this unique customer base will not be met by preexisting systems which is why we need to develop a unique system for Giant Forest Inn.
The recommended changes will address each of the specified problems that Giant
Forest Inn has released to us. Our goal is to improve automation, but still maintain the
personal customer services that each guest needs and deserves. The system will aim to
encompass all of the customer tracking, check-ins and outs, as well as customer
purchases, this way employees will have an easier time meeting the needs of the clients,
in turn more returning customers which means higher revenue. The new cost would be to
implement the needed software as well as the accessories that will be needed by the
employees. An issue that they may have is the time it will take for employees and
customers to get used to the new processes and requirements of services, which may lead
to confusion and frustrating, possibly leading to unsatisfied customers. This means the
5
new system will have to be very user friendly in order for employees to be able to utilize
it to its highest potential.
Charter Document
BIS370 Group #5
Project Charter
11/22/11
prepared:
Project Name: Giant Forest Inn ERP System
Project Manager: Philip Masopust (masopustp@my.easternct.edu)
Customer: Giant Forest Inn
Project Sponsor: Roger Morris and Bill Manger
Project Start/End (projected):
Project Overview: This purpose of this project is to analyze the systems of Giant Forest
Inn and offer suggestions a comprehensive redesign that would take advantage of recent
technology to modernize and streamline the operations.
Objectives:
 Provide a web interface to make reservations, with automatic mailing of
reservation confirmations.
 Track room status
 Track room cleaning and laundry
 Track all services and present the guest with a bill at the end of each day
Key Assumptions:
 System will take advantage of latest technology
 System will not change the experience of the guests or image of the hotel
 System will increase efficiency and modernize the hotel
Stakeholder
Philip Masopust
Matt Fazo
Eric Keefe
Stakeholders and Responsibilities:
Role
Responsibility
Consulting manager System analysis and
design
Project Consultant
System analysis and
design
Project Consultant
System analysis and
design
Signatures
Philip Maospust
Matt Fazo
Eric Keefe
6
Roger Morris
CFO
Bill Manger
CEO/Owner
Provide historic
economic numbers
and feasibility
assessments
Provide project
requirements and
organizational
information
Roger Morris
Bill Manger
Provide a web interface to make reservations, with automatic mailing of reservation
confirmations.



Track room status
Track room cleaning and laundry
Track all services and present the guest with a bill at the end of each day
Once the analysis and design components of the project are completed a presentation
will be delivered that will go over the key points of the system and design. Group #5 will
also be responsible for developing a plan for testing, implementation, and installation of
the system. The project will culminate in a written report to be handed in detailing all of
the analysis and design decisions and examples.
The project will be completed in two parts; Deliverables 1-14 will be submitted by
11/15/11 and 1-19 on 12/5/11. Group #5 agrees to adhere to specified project deadlines
and deliverables according to the class syllabus and requirement of Giant Forest Inn.
Changes to requirements of deliverable dates will come from Professor D. Petkov as the
project develops or as the semester dictates.
Technical Analysis
The project risk is low; this system would be manageably implemented into the
Giant Forest Inn. The costs of this project would be involved with the additional
hardware installations as well as software installations and procurement. There will be
service fees tied to training employees in this new software as well as fees for the setup
and design of this software. The main expenses will be based upon the overall design of
the database being utilized and the hardware installations involved along with employee
training to use this technology successfully. A recommendation of using two severs, one
severs on-site and one server off-site would be beneficial to this organization, to have
data backed up in case an event like the previous fire does reoccur. Employees will have
PDA devices on them to be able to tally up receipts for guests quickly and easily. These
PDA devices will wirelessly connect with the servers and store data. A wireless router
would have to be installed in order to achieve this. Internal wiring will have to be done in
order to establish wired connections between computer stations. A database developer
would need to be hired in order to create a user-friendly database system that can display
7
vital information about each guest and track purchasing patterns. Also a website
developer would be required in order to update the current existing website to include
accounts that would be connected to these established servers. Wireless devices would
have to be established on washers and dryers in order to track laundry services.
Operational Analysis
This proposed project has been designed to meet the needs in customer tracking
and account management, while tracking all Giant Forest Inn services and operations.
This project will bring about new technologies that will aid in the overall collection and
maintenance of information and communication of Giant Forest Inn’s operations,
services, guests, and room status. This will involve design, setup, procurement,
implementation and training. This project will be designed over the course of two months
in order to make these accounts accurate, user friendly and tested thoroughly before
installation. This system will make receipts for guests easier to manage and will result in
less mistakes. Customer tracking will aid in providing customers with a more personal
experience while increasing sales be recommending previously purchased items. The
internal workflow will become more efficient and guest signing in and out will be faster.
Guests will be informed of room availability and will be aware of their laundry services
and other services, which will be constantly tracked.
Economic Feasibility
The tangible benefits of this new work system will be error reduction, cost
reduction, increased speed of activity, improvement in management planning, and
improved customer retention. The intangible benefits are more timely information
gathered and managed. Greater achieved reputation of organization brings about more
customers, boasting employee morale by making their jobs easier and an increase in sales
opportunities through the web driven market. These can be shown below:
Tangible Benefits
Error Reduction
Cost Reduction
Increased speed of activity
Improvement in Management planning
Improved customer retention
Total Tangible Benefits for first 5 years
First 5 years of new system
$1,500
$11,000
$13,000
$1,200
$97,000
$123,700
Intangible Benefits
More timely information
Greater Reputation
Employee Morale
First 5 years of new system
$27,000
$53,000
$9,000
8
Increase in sales opportunities
Total intangible benefits for first 5 years
$44,000
$133,000
Break Even Point in Years
300,000
250,000
200,000
$ Profit
150,000
$ Cost
100,000
50,000
0
1
2
3
4
5
6
Project Scope Statement
Project Name: Giant Forest Inn IS analysis and redesign
Sponsor: Giant Forest Inn and Eastern Connecticut State University
Project Leader: Philip Masopust
Problem/OpportunityGiant Forest Inn has seen increased business that is outpacing its aging customer
management and operation management systems. Efficiency problems and outdated
technology/communication practices have cost the inn money and potential customers. In
order to remain competitive and retain a customer base Giant Forest Inn needs a redesign
of the IS that controls operations and customer relations.
Project ObjectivesComplete an analysis and design for a new software solution for Giant Forest Inn
that enables the hotel to effectively manage resources and serve customers. The will
enable the hotel to remain competitive with more modern offerings and retain its
customer base in order to remain a profitable venture.
9
Project DescriptionA new IS system will take advantage of recent technology in order to incorporate
a more efficient business practice and facilitate in the customer experience. PDA’s will
be deployed to assist in service and customer tracking. An ERP system will be developed
that will hold all customer information so that it can be processed and aggregated in order
to develop a better understanding of customer needs and expectations and how to deliver
them. The new system will also enable employee to be more efficient through effective
scheduling and peak hour/service calculations.
Business BenefitsImproved customer relations and communications
Lower operating costs and more efficient employee practices
Higher revenues
Improved customer satisfaction
Competitive edge resorted
Project DeliverablesA system that is able to;




Provide a web interface to make reservations, with automatic mailing of
reservation confirmations.
Track room status
Track room cleaning and laundry
Track all services and present the guest with a bill at the end of each day
Human interface design
Database design
Testing schedule
Implantation and installation plan
It Project ScopeIn order to meet all of the deliverables and system requirements outlined by Giant
Forest Inn a major redesign of the IS needs to take place. The redesign/design of a
reservation system, front office system, and service management system is needed for
management to get a clearer picture of day to day operations and be able to use that data
to better the business a management information system (MIS) will be developed that
will hook into all of the other systems to pull data and reporting information. Significant
hardware will also be needed in the form of mobile devices for staff and managers,
employee terminals, guest room terminals, phone and data cable/infrastructure, servers to
run the systems, and access to the internet for customer contact and website uses. After
the new system is installed the option to implement a back office management system
that incorporates accounting, inventory management, human resources, and other duties
is possible if a need is found by management.
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Task Responsibility Matrix
Task
Project
Team
Management
Employees
Marketing
Accounting
R
I
I
C
C
R
C
I
I
C
Install New Customer Service system
R
C
C
I
I
Integrate Personnel system
R
I
I
R
I
Integrate Accounting system
R
I
I
I
R
Install New Web Interface
Incorporate Check-in/outs
R = Responsible C = Consult I = Inform
Preliminary Project Schedule – Gantt Chart
Giant Forest Inn - Gantt Chart
Tasks
week 1 week 2 week 3 week 4 week 5
Project
Plan/Development
XXXXXXXXXXXXXX
Internal Wiring
XXXXXXX
Computer Installations
XXXX
Server Installations
XXXX
Router Installations
XX
Laundry wifi devices
installed
XX
Database development
Software Installations
PDA distribution
Employee Training
Room tracking devices
Wifi printers installed
Website development
Stress testing of new
system
Fob distribution
week 6
week 7
week 8
week 9
XXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXX
XX
XXXXXXX
XXXXXXX
XX
XXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXX
XX
Project Risks
Many risks can be involved with this project; one of them is lack of employee
training, which could greatly hinder the operation of the hotel’s staff. These new devices
and software could cause confusion among guests and staff that could cause the amount
of day to day on the job mistakes to increase. This could also hinder a customer’s
experience especially a customer who may prefer the more traditional approach to doing
business, which The Giant Forest Hotel has done for many years. There may be technical
glitches with these devices or software systems may act up. The website is going to
become an important channel of communication between the Giant Forest Hotel and it’s
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customers, making reservations might find it to be more difficult to do online. If these
online accounts are not easily accessible it might prolong customers checking in and
checking out, which can be discouraging. If a fob is lost or used by other guests it could
cause many problems, if not handled properly. Installations could be improperly done
along with the internal wiring, which could cause stations to be separated from the server
being useless until corrected. These stations may be unwelcomed by guests or established
in crowded areas of the hotel, which could make them unwieldy. The database
development and software choices could be poorly made hindering the potential of this
new system and slowing done valuable processes.
The development of this project is key and could greatly endanger the rest of the
project if even the smallest step is not dealt with the proper amount of planning. If
something would have to be rescheduled it could greatly delay the whole project. It is
important to distribute resources well in order to prevent any delays, also the hiring of
electricians and developers must be made in advance to have each task completed on
time. If a connection between the router and server were lost it would require
maintenance in order to continue operating through this system. If security systems on
PDA, computer stations, and on the website fail it could place customer accounts at risk,
which would damage the hotel’s prosperous reputation. This system is has to be easily
managed and maintained to produce proper reporting and application. It is important that
everything will run smoothly and efficiently in order to be convenient for both the
customer and the employee in order to provide a better stay at the Giant Forest Hotel, but
this system has to win over the acceptance of its older and newer customers in order to
prevail.
Baseline Project Plan
A new IS system will be designed that will effectively manage resources and
better serve customers. This system will provide a customer interface and user
environment in order to better track and manage customer accounts. The project will be
thoroughly planned out and developed before any task is performed. Then services will
be contacted and hired in order to complete tasks by dates, electricians will be needed for
rewiring along with computer technicians to install servers and other hardware.
Developers would be hired in order to create a database and website. After the hardware
and software has been taken care of for this system. Devices on laundry machines will be
put in place and employees will receive PDAs in order to operate customer transactions
wirelessly, with the aid of new wireless printers, which will be installed to print out
receipts. Employees will be trained to operate this system and of course this system will
undergo a durance of stress testing before fobs are distributed to customers and the online
website becomes public.
Event Tables
Event
No.
Event Description
Actor
Input/output
12
1
Making Reservation
Customer requests desired dates for
reservation
Customer
Input
2
3
4
Employee inputs dates into system
System searchers for vacancies
Customer is provided with room
options
Employee
System
System
Input
Output
Output
5
Customer selects from available
rooms
Request payer details
Input payer details into system
System marks room as booked
System automatically sends customer
an email and hard copy of reservation
Customer
Input
System
Employee
System
System
Output
Input
Output
Output
Payer
Payer
Payer
Payer
Payer
Employee
System
System
Input
Input
Input
Input
Input
Output
output
Output
Customer
Input
6
7
8
9
1
2
3
4
5
6
7
8
1
Payer Details
Request payer name
Request payer address
Request payer phone number
Request credit card for holding room
Payer provides information
Credit card is verified
System creates account for payer
System marks room as booked
Check-in
Guest provides credit card that was
given during reservation
2
Employee checks system for
reservation
Employee
Output
3
Employee marks guest as arrived into
system
Employee
Output
4
5
Guest receives room keys
Bags are taken to room by hotel
employee
System
Employee
Output
Output
Customer
Input
System
Customer
Output
Input
Employee
Employee
Output
Input
1
2
3
4
5
Leasing
Customer request lease on a room for
1+ months
Customer is given room options
Customer selects from available
rooms
Request payer details
Input payer details into system
13
6
7
System marks room as booked
System sends copy of lease to
customer (to be signed at check-in)
System
System
Output
Output
8
System automatically sends customer
an email and hard copy of reservation
System
Output
Customer
Input
1
Charging services/goods to name or
room
Guest requests service or good from
staff
2
RFID tag of guest is scanned through
PDA
Employee
Input
3
Good or service is ordered through
PDA
Employee
Input
4
The amount of the good or service,
time, and place are entered into a
database by the ordering system
System
Input
5
Security camera footage of the order
is tagged by the ordering system for
proof of purchase
Security
Input
6
Staff deliver goods/service to
customer
Security camera footage is tagged of
the customer receiving good/service
Employee
Output
Security
Output
Staff marks good/service as delivered
to customer
Employee
Input
7
8
1
Check-out
System prints bill the night before stay System
is complete
Output
2
Bill is hand delivered to guests room
the night before they leave
Employee
Output
3
4
5
Guest reviews charges
Bill is signed by guest
Employee inputs guest signature into
system to confirm payment
Customer
Input
Customer
Input
Customer/Payer Input
6
7
System marks room as paid in full
System marks room as empty (Not yet
available)
System
System
Output
Output
8
9
System orders room to be cleaned
Employee that cleans the room inputs
room as cleaned into system
System
Employee
Output
Input
10
System marks room as available
System
Output
Reservation Modification
14
1
Rooms were double booked/customer
unsatisfied with room
Customer
Input
2
System checks accounts for current
reservation
System
Output
3
4
Customer is given new room options
Customer selects new room or cancels
reservation
Customer
Customer
Output
Input
5
If new room is selected system
updates account and marks room as
booked
System
Output
6
Customer receives confirmation of
booking
Customer
Output
7
System automatically sends customer
an email and hard copy of reservation
Customer
Output
System
Output
2
Bill is totaled by the system on the last System
night of stay
Output
3
4
5
Bill is printed
Employee hand delivers bill to room
If there is no dispute over charges the
credit card on file is billed the next
day
If guest disputes a charge, the charges
are checked against security footage
Employee
System
Output
Input
Output
Security
Input
Employee
Output
1
6
7
Billing
Reservation system checks length of
stay
A new bill is hand delivered to the
room once a resolution is reached
Use Case Diagrams
Make Reservations
Customer makes reservation
Customer modifies
reservation
Employee
15
Record payer details
Customer
Check-Out
Bill is printed and given to customer
Customer
Bill is signed by payer
Employee
Customer leaves and room is cleaned
Payer
Room is marked as vacant
16
Customer Check-In
Provide payer details
Request 1+ month rental
Employee
Customer
Provide lease copy
Provide room key
Bring bags to room
Charging Services
Request good/service
Employee
Service recorded and provided
Customer
ServiceID information updated
17
Use Case Narratives
Use Case Diagram for Check-in
Use Case:
Customer Check-in
Actors:
Customer, Employee
Purpose:
Customer Check-in in order to receive access to rooms
Overview:
Customer gives details of the payer to an employee, that are in the
system. The employee cross checks information to verify
reservation. The employee then gives the customer the respective
room keys for their reservation.
Type:
Essential
Preconditions: Information for Payer must be in the system
Post-conditions:
Special Requirements:
Flow of Events:
Actor Action
System Action
1. Provide employee with payer details
2. Employee checks for reservation
3. Employee provides room key
3. System makes keys
4. Employee moves bags to room
Alternative Flow of Events
Line 1. Provide employee with copy of lease
18
Use Case Diagram for Check-out
Use Case:
Actors:
Customer Check-out
Customer, Payer, Employee
Purpose:
Employee provides the customer with a bill the night before their stay is
over. The customer looks over the charges on the bill and signs, validating
that the charges and be charged to the payer.
Type:
Essential
Precondition:
Information for Payer must be in the system and bill must be accepted and
signed by the customer on behalf of the payer.
Post-conditions:
Special requirements:
Flow of Events:
Actor Action
System Action
1. Printed bill is delivered to the guest’s room
1. System automatically prints bill
2. Customer reviews charges
3. Customer signs bill
3. System confirms signature and marks
room as empty and needs to be cleaned
19
Use Case Diagram for Charging services/goods to name/room
Charging services/goods to a guest’s name or room
Use Case:
Actors:
Customer, Payer, Employee, Security
Purpose:
Customer’s RFID tag is scanned and purchase is input to system. This is
for the ease of the employee and the convenience of the customer.
Type:
Essential
Precondition:
Customer must have RFID bracelet in order for scanning to be completed
Post-conditions:
Customer must sign off on all purchases when they receive the bill at the
end of their stay
Special requirements:
Flow of Events:
Actor Action
System Action
1. Service/good is requested by customer
2. RFID is scanned
2. System records transaction
3. Security camera records transaction
4. Service/goods are provided by employee
5. Employee checks service completed
5. System records transaction as complete
20
Conceptual Data Model:
Reservation
Customer
PK
CustomerID
phone number
street number
city
state
country
zip code
name
DOB
fax
email
customer type
PK
FK1
FK2
Reservation#
number of rooms
number of guests
date of arrival
type of reservation
hotel total
date of reservation
CustomerID
service charge total
type of rooms
date of checkout
ServiceID
PayerID
FK2
FK1
credit card number
deposit type
Recipt#
Reservation#
PK
Room#
FK2
FK1
room name
room discription
total cost of rooms
room type
Reservation#
Bill
Payer
PK
Room
PK
Invoice#
Total Cost of reservation
CustomerID
tax
final billing cost
reservation#
date of invoice
Recipt#
FK1
type of payment
date of payment
invoice#
PK
room type
room key
Services
PK
ServiceID
FK1
Name of Service
total number of services
total cost of services
date
Reservation#
Service Type
Payment
PK
Room Type
PK
Name of Service
cost of service
21
System Properties
Inputs
New customer information
Old customer information
New reservations data
Payer details
Credit card number
Services requested
Reservation type
Date of service
Amount of service
Service delivered to customer
Room state
Reservation details
Reservation modification
Date
Time
Special offers
Special request from customer
Employee name and password
Outputs
Customer ID
maintenance request number
Current booking information
Available rooms
Booking confirmation
New reservation
Service request
Current hotel status
Directions to hotel
Old customer information and preferences
Available services
Maintenance request status
Payer details
Current booking information
Available systems and announcements
Messages from management
Input Screen
Giant Forest Inn
New Customer Account
First Name:__________________________________________
Middle Name: :__________________________________________
Last Name: :__________________________________________
DOB: :__________________________________________
Customer Type: :__________________________________________
Address: :__________________________________________
Number: :__________________________________________
Street: :__________________________________________
City: :__________________________________________
State: :__________________________________________
Zip code: :__________________________________________
Country: :__________________________________________
Home Phone: :__________________________________________
Cell Phone: :__________________________________________
Fax: :__________________________________________
Email: :__________________________________________
Notes:
Customer ID: 1000010352
Customer Name: John Smith
Continue and create
Return to
Number
guests:__________5________________
Submitofnew
a
reservation?
Adults:
:____________2______________
reservations
customer and exit
Children: :__________3________________
Giant Forest Inn
22
Booking Information
Return to main
menu
Giant Forest Inn
Booking Information
Customer ID: 1000010352
Customer Name: John Smith
Number of guests:__________5________________
Adults: :____________2______________
Children: :__________3________________
Type of reservation: :________Hotel__________________
Date of arrival: :____________5/5/11______________
Date of checkout: :__________5/10/11________________
Name/number of room(s): :_______room 34___________________
Submit Booking
Information
Return to
reservations
Return to main
menu
Customer Service Request input
documentCustomer
Name:
Smith
Customer
Service
Request
inputJohn
documentCustomerID:
XXXXXXXXXXXXXX
Customer Name:
John Smith
Employee
requesting:
Nicole R.
CustomerID: 1000010352
Employee
number:
XXXXXX
Employee requesting: Nicole R.
Customer
request
type (Circle One)
EmployeeService
number:
135135
Aquatic,
Dining,
Laundry,
Message,
Customer Service request type (Circle
One)wake up call, Other (write in___proposal______)
Aquatic, Dining, Laundry, Message, wake up call, Other (write in___proposal______)
Special Customer Request:
bringRequest:
out an engagement ring with desert on the 25th at aprox. 8pm. The right will be
SpecialPlease
Customer
dropped off
withbring
the host
prior
to dinner. ring with desert on the 25th at aprox. 8pm. The right will be
Please
out an
engagement
dropped off with the host prior to dinner.
23
Output screens
Giant Forest Inn
Directions from customer location
Customer location:________________
Customer ID:_____________________
Merge onto I-87 N
Head northwest on I-287 W
Continue onto Governor
Thomas E. Dewey
Thruway/New York State
Thruway
Output
based on
customer
location
Merge onto I-90 W
Take exit 27 toward NY30/Amsterdam
egeg
Return to hotel
status
Return to the main
menu
Preform a new
directions search
Housekeeping Report
Room number: Anthony King
Housekeeping employee ID: 15414
Time: 15:40
Date: 5/10/11
Current or recent guest: John Smith
Damages: Broken lamp
Notes: There was a broken lamp on the right side of the bed, please charge to John Smith
Other comments: None
Employee Signature: Anthony King
24
Giant Forest Inn
Old Customer Information
Customer ID: :__________________________
Customer Name: :__________________________
Address: :__________________________
Contact information: :__________________________
Past type of reservation: :__________________________
Last date of arrival and checkout::_________________________
Last room stated in: :__________________________
Most frequent room stayed in: :__________________________
Most frequent services used: :__________________________
Past number of guests: :__________________________
Past payer information: :__________________________
Previous special requests: :__________________________
Notes: :__________________________
Try and stay in the
same room again?
Create a new
reservation?
Return to main
menu
Output
based on
customer
ID or
Name
search
Return to
reservation menu
25
Dialog Diagram
0
Screen Saver
System
1
Login Screen
0, System
2
Main Menu
1, System
3
Customer Service
2, System
4
Reservations
2, System
5
Maintenance Request
2, System
3.1
Check available services
2, 3
3.1.1
Service list/description
2,3
3.1.1.1
Book a service screen
2, System
5.1
Check request status
5, 2
5.1.1
Status
5, 2
5.2
New or update request
5,2
5.2.1
Request form
5, 2
6
Hotel Status/Information
2, System
6.1
Current temp
Location
Bulletins
System up/down
Specials info
6, 2
6.1.1
Directions
6, 2
3.1.1.1.1
Service booked
2, System
26
0
Screen Saver
System
1
Login Screen
0, System
2
Main Menu
1, System
3
Customer Service
2, System
4.1
Current booking info
4, 2
4
Reservations
2, System
5
Maintenance Request
2, System
6
Hotel Status/Information
2, System
4.2
Returning customer
4, 2
4.3
New customer
4, 2
4.4
Current reservation
4, 2
4.2.1
Old customer info
4, 2
4.3.1
New customer details
4, 2
4.2.1.1
New room or past
4, 2
4.3.1.1
Create a reservation?
4, 2
4.3.1.1.1
Booking information
4, 2
4.3.1.1.1.1.1
Available rooms
4.3.1.1.1, 4, 2
4.3.1.1.1.1.2
New search
4, 2
4.3.1.1.1.1
Special requests?
4, 2
4.3.1.1.1.1.3
Booking confirmation
4, 2
4.4.1
Customer ID
4, 2
4.4.1.1
Current total
Start/end
Special request
ID
Name
2, System
4.4.1.1.2
Modify
4, 2 27
4.4.1.1.3
Delete
4, 2
Logical Designs of Data Tables
Customer(CustomerID, phone_number, street_number, city, state, country, zip_code, name, DOB, fax,
email, customer type)
Reservation(Reservation#, number_of_rooms, number_of_guests, date_of_arrival, type_of_reservation,
hotel_total, date_of_reservation, CustomerID, service_charge_total, type_of_rooms, date_of_checkout,
ServiceID)
Room(Room#, room_name, room_discription, total_cost_of_rooms, room_type, Reservation#)
Room_Type(room_type, room_key)
Services(ServiceID, Name_of_service, total_number_of_services, total_cost_of_services, date,
Reservation#)
Service_Type(Name_of_service, cost_of_service)
Payer(PayerID, credit_card_number, deposit_type, Receipt#, Reservation#)
Bill(Invoice#, total_cost_of_reservation, CustomerID, tax, final_billing_cost, Reservation#)
Payment(Receipt#, type_of_payment, date_of_payment, Invoice#)
Physical Design Database Specifications
Field
Customer
Customer_ID
phone_number
street_number
city
state
country
zip_code
customer_name
Data Type
Format and Input
Mask
Defaul Validation Required, Zero
t
Rule
Length
Value
Number
Number
Alphanumeric
Alphabetic
Alphabetic
Alphabetic
Number
Alphabetic
9(50)
9 (999) 999-9999
9(10) X(50)
N/A
N/A
N/A
A(100)
AA
A(100)
99999
A(100)
N/A
N/A
N/A
N/A
N/A
<0
Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Required
28
date_of_birth
Date
99-99-9999
N/A
fax
email
Number
Alphanumeric
Alphabetic
9 (999) 999-9999
X(200)
N/A
N/A
Not Required
Not Required
A(50)
N/A
Required
Number
Number
Number
Date
Alphabetic
9(50)
9(100)
9(500)
99-99-9999
A(50)
N/A
0
0
N/A
N/A
hotel_total
date_of_reservation
Currency
Date
9(50)V99
99-99-9999
0
N/A
service_charge_total
type_of_rooms
date_of_checkout
Service_ID
Room
Room_#
Room_Name
Room_Description
total_cost_of_rooms
Room_type
Room Type
Room_type
Room_key
Currency
Alphabetic
Date
Number
9(50)V99
A(50)
99-99-9999
9(50)
0
N/A
N/A
N/A
Number
Alphabetic
Alphabetic
Currency
Alphabetic
999
A(50)
A(100)
9(50)V99
A(100)
N/A
N/A
N/A
0
N/A
Alphabetic
Alphanumeric
A(100)
X(100)
N/A
N/A
Number
Number
9(50)
9999-9999-99999999
A(10)
9(50)
N/A
N/A
customer_type
Reservation
Reservation_#
#_of_rooms
#_of_guests
date_of_arrival
type_of_reservation
Payer
Payer_ID
credit_card_number
deposit_type
Receipt_#
Bill
Alphabetic
Number
0
N/A
>
1/1/1993
Not Required
<0
<0
<0
Required
Required
Required
Required
Lease/Ren Required
t
>0
Required
>
Not Required
1/1/1993
>0
Required
Not Required
Required
<0
Required
<0
>0
Required
Not Required
Not Required
Required
Not Required
Not Required
Required
<0
<0
Required
Required
Required
Required
29
Invoice_#
total_cost_of_reservatio
n
tax
final_billing_cost
Payment
type_of_payment
date_of_payment
Services
Service_ID
Name_of_service
total_number_of_service
s
date
Service Type
cost_of_service
Number
Currency
9(100)
9(50)V99
N/A
0
<0
>0
Required
Required
Currency
Currency
9(50)V99
9(50)V99
0
0
>0
>0
Required
Required
Alphabetic
Date
A(10)
99-99-9999
N/A
N/A
Number
Alphabetic
Number
9(200)
A(100)
9(500)
N/A
N/A
0
<0
Required
Not Required
Required
Date
99-99-9999
N/A
>
1/1/1993
Not Required
Currency
9(50)V99
0
>0
Required
>
1/1/1993
Required
Required
Testing and Test Cases
The moment that the coding process begins, the testing process also begins, as each program
module is created testing it can be tested individually. As coding continues it can be tested as part of a
larger program and then part of a larger system. Testing is planned out before the implementation
phase, in order to know what needs to be tested with this system and to determine how the test data
will be collected. This will be done during the analysis phase because testing is related to system
requirements. Programs and systems will be tested as they document the tests as well as test the
results. Tests will also take place for user interface to see if employees are learning to understand how
to operate the system efficiently and will be prepared for when the system becomes live. All hardware
and software systems will be tested for Wi-Fi capabilities including distances and connectivity speeds,
along with their performance and accuracy without any hiccups. All test results will be recorded and
evaluated periodically in order to keep informed if there could be a possible delay in the release of this
new system. Based on the results changes may have to be made in order to further the implementation
and maintenance of this system. This could result in design changes and could require further
maintenance requests. After the overall test, the unit test, the integration test, and the system test has
30
passed, along with employee acceptance, then the system will be ready for acceptance testing. Then
alpha testing followed by beta testing will begin to ensure that recovery, security, performance, and
stress testing are all passed so the system is properly established.
Test Case #1
Test Case ID: Customer service payment avoidance
Category: Security
Description: A team member will try and order a service from an employee without having their
customerID or picture taken by a security camera
Completion date: 2/10/12
Participants: system designer and customer service employee
Test results: The system designer was unable to order a service from an employee without having his
customerID recorded due to the range of the RFID readers as well as the pervasive surveillance of the
security cameras.
Test Case #2
Test Case ID: Customer disputes bill
Category: billing
Description: A customer bill will be disputed, questioning charges to the account. The charges will be
fraudulent but the employee will not know that. They will have to either remove the charge correctly or
dispute them with the customer.
Completion date: 2/11/12
Participants: customer played by a system designer and a hotel employee.
Test results: The employee correctly identified the charge as fraudulent after she could not any proof of
them in the system. The customer’s bill was adjusted correctly and returned to him.
Implementation and Installation
The beginning of implementation and installation starts with the development of the project,
project planning and documentation is performed throughout this process. The design team has to first
come up with how this new system will operate in order to create the physical design specifications.
These design specifications are then given to the programming team in order to start working on the
computer code. As each program module is produced it becomes part of a larger program, which then
becomes part of a larger system. This is performed during database development, where existing data is
converted, software is installed and work procedures are refined to be more consistent with the new
system. Once the computer station areas have been determined from the design team, internal wiring
can begin. This will involve the hiring of electricians in order to allow electrical and Internet access to the
station locations. Once the wiring is established the computers can now be installed in their locations
31
along with the servers, routers, and other hardware. Once these have been established the Wi-Fi
devices can be installed on laundry machines and synched to the server to allow employees to now be
informed upon laundry cycles. During this time the website is being developed as available resources are
compiled to this task. Then PDAs are distributed to employees before website development has
completed in order to train these employees while stress testing the system and installing the final
devices such as the Wi-Fi printers and room tracking devices. Lastly after stress testing is completed fobs
can now be distributed to new customers. This type of installation would be a direct installation because
the old system would be replaced by the new system.
32