CRMS
Customer Relationship Management System
MSE Project Presentation I
-Hamsa Gayatri Palepu
Graduate Committee
Dr. Daniel Andresen (Major Professor)
Dr. Torben Amtoft
Dr. Mitchell L. Neilsen
•Agenda
Project
Purpose
Project
Requirements
Architecture
Elaboration
Plan
Project
Overview
Cost
Estimation
References
Use Case
Diagram
Project
Plan
Queries???
Technical
Specifications
Gantt
Chart
•Project Purpose
»» In the world of fast communication where
everyone is busy in his own work, requires
the medium through which his problems are
solved without much of time wastages and
physical efforts.
»» On time solution of customer’s
complaints
and
feedback
is
what
differentiates companies in their work
process.
»» CRMS helps organizations manage,
assemble and analyze customer complaints
and feedbacks to improve customer service.
•Project Overview
• CRMS is a web application developed to provide a
•
platform
where
an
Organization
can
comprehensively manage complaints, Queries and
Request from Customers.
The real-time visibility provided by the CRMS
enables an Organization to track each complaint,
Query, Request through its lifecycle from recording
and initiation to investigation, reporting, and closure
- following the appropriate process to ensure that
nothing slips through the cracks.
•Use Case Diagrams
•Technical Specifications
For Coding
Testing
Documentation
Microsoft Visual Studio .NET
Visual Studio – Unit Testing
MS Word
JMeter – Performance Testing
Project Plan1.1– Project Planning
IDE
C#
JavaScript
HTML
Rational Rose
USE – Formal Specification
and Verification
XML
CSS
IIS – Web Server
ASP.NET – Web Forms
SQL Server – Database Server
•Project Requirements
Managing
Registration Process
 Managing Login Process
Assigning User Roles
Query Creation/Ticket Creation
Check Status
Assigning Tickets to Tech Users
Change Ticket Status
 Send Email Response
 Search Ticket
Create a Ticket Sub-Category
 Sign Off
INPUT
OUTPUT
•Project Requirements
Managing
Registration Process
Name, Address,
Email, Contact
Number, User Name,
Password.
User Account
Created.
•Project Requirements
Managing
Login Process
Valid user name
and password
Home page will be
displayed
•Project Requirements
Assigning
User Roles
UID and User Role
Role Assigned to
User
•Project Requirements
Query
Creation/Ticket Creation
UID and Query
Info
Query Created and
Ticket Generated
•Project Requirements
Check
Status
UID, Ticket Number
Ticket Status will
be displayed
•Project Requirements
Assigning
Tickets to Tech Users
Unassigned Ticket
Number, Tech User
UID
Ticket Assigned to
Tech User
•Project Requirements
Change
Ticket Status
Ticket Number
and the Ticket
Status to be
changed to
Ticket Status
Modified
•Project Requirements
Send
Email Response
Ticket Info,
Feedback By,
Feedback On,
Feedback Text,
Remarks, and
Mode of feedback
sends an email to
the Ticket holder
•Project Requirements
Search
Ticket
Input Ticket
Number
Details About the
Ticket
•Project Requirements
Create
a Ticket Sub-Category
Name of the SubCategory to be
added
New Sub-Category
added
•Project Requirements
Sign
Off
Supervisor Checks
for status change
(complete)
Ticket closed
•Cost Estimation
»» COCOMO model developed by Barry
Boehm, is used to estimate project effort
and project time to have the knowledge
about the number of man-months it will take
to develop a software product.
»» The present project “CRMS” is organic
mode of software development which is
developed as detached, in-house software
with less complex environments.
•Cost Estimation
Effort = 3.2* EAF (size)^1.05
Time (in months) = 2.5(Effort)^0.38
Where
Effort = number of staff months (PM)
EAF = effort adjustment factor
Size = number of lines of code for completed
product. It is measured in KLOC (thousands
of lines of codes)
Time = total number of months
•Cost Estimation
EAF = 0.7427
Size = 3.0 KLOC
So, Effort = 3.2 * 0.7427 * (3.0) ^ 1.05
= 7.53 Staff Months
Time = 2.5 * (7.53) ^ 0.38
= 5.38
Months of Development Time
•Project Plan
Phases
Inception Phase
Elaboration Phase
Production Phase
•Project Plan
Phase I Inception Phase
• Project Overview
• Vision Document
• Project Plan
• Software Quality
Assurance
• Use Cases
• Cost Estimation
• Phase I Slides
• Phase I Presentation
Phase II Elaboration
Phase
Phase III Production
Phase
• Action Items– identified
during phase I
• Refine vision document
• Updated project plan
• Review formal
requirement
specification
• Architecture design
• Formal requirement
specification
• Executable architecture
prototype
• Test plan
• Formal Technical
Inspection– submitted
by two individual MSE
students
• Inspector checklist
• Updated cost estimation
• Phase II Presentation
slides
• Phase II presentation
• Action Items– identified
during phase II
• Modify Phase II
document
• Create component
diagram
• Coding
• Testing
• User manual
• Project evaluation
• Final presentation slides
• Prepare final
documentation
• Final presentation
•Gantt Chart
•Architecture Elaboration Plan
Revise Vision
Document
• The vision document will be revised based on the feedback received on presentation I.
The advisory committee will review and make required suggestions for the project.
These suggestions will reflect in version 2.0 of the vision document. Presentation II will
be the review stage of vision document version 2.0 and will require approval of the
advisory committee.
• Similarly the SQA plan will also be revised accordingly to accommodate any required
changes based on review and feedback from presentation I.
Revise SQA Plan
• Similarly the Project plan will also be revised accordingly to accommodate any required
changes based on review and feedback from presentation I.
Revise Project Plan
Develop Formal
Requirement
Specification
• A detailed formal specification will be provided using OCL (object constraint language).
•Architecture Elaboration Plan
• The architecture will satisfy the requirements specified and
will be documented with the aid of appropriate use case
diagrams, sequence, class, state, and collaboration diagrams.
Revise Architecture
Design
Develop Test Plan
Formal Technical
Inspections
• A detailed test plan will be defined listing all the tests that
have to be performed so that the project satisfies the
evaluation criteria. The test plan will also elaborate the
various test activities and documentations needed for testing.
• Formal Technical Inspectors will do the inspection of the
architectural design.
Questions???