Requirement specification

Customer Relationship Management Software

Contents

1. Document History

2. Introduction

1.1 Scope

1.2 Functionality of CRM soft

Customer base

Product base

Customer Enquiry

Quotations

Customer Purchase Orders

Contract Reviews

Work Orders generation

Invoice generation

Billing and Collections

Customer Feed Back

Reports

1.3Terms and references

3. Functionality of MMSOFT

Material Requisition

Supplier Master

Supplier Enquiry

Comparison Chart

Purchase Order

Financial Concurrence

Reports

4. Quality plan

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1. Document History

VERSION DATE DOCUMENT HISTORY

0.1 First draft for prechecking with the customer

1.0 Version after prechecking

1.1 Version after the review

1.2 Version for protoype II

2. Introduction

1.1 Scope of CRMSoft

Customer related process management soft (CRM soft) provides information

for managing the business/sales process, monitor, analyze and improve all the

related activities. The most advantageous feature is, all the activities and their

respective summary reports are management informative for decision-making,

paperless and with least effort.

CRM Soft is used to maintain the database of client. This starts from

identifying and making a database of all potential customers, their interactions,

answering queries, review and sending quotations for products, receiving orders,

acceptance of orders, automatic generation of work orders to Design Production,

monitoring the work or product process, raising invoices realization of bills through

finance department.

The main purpose of the project is to develop an integrated marketing

module, so that communication across the various departments of the organization

becomes easier and maintainable through ERP package (ERP Soft).

This module covers all customer queries, raises quotations based on customer

enquiry and accepts a purchase order from the customer. Considering the purchase

order and quotation a contract review will be generated. If the contract review is

accepted then a work order will be generated and hand over to the Production

division. The production and dispatch status of the Product will also available with the

marketing division. This module can be operated independently and as a module of

integrated ERP Soft.

Flow Chart:

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Figure 1: Flow Diagram of CRM Soft

1.2 Functionality

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Customer

Enquiry

Quotation Purchase Order

Contract Review

Work Order Generation

Master Information

Customer

Product

Transport

Insurance

Billing / Collection Order

Execution

Production

Proposed modules and description

Customer base

Product base

Customer Enquiry

Quotations

Customer Purchase Orders

Contract Reviews

Work Orders generation

Invoice generation

Billing and Collections

Customer Feed Back

Reports

Customer Base:

A master list of the potential customers is maintained. The common

information about the customer like name, address, area etc stored here. The

customer information is globally accessed through out the project

Customer information will be searched dynamically based on name,

code and area. All the information provided in the database should be

reflected in the database since it is a master form.

Customer information can be updated but deletion is prohibited, else

with the approval form the management, since other tables shares the data.

Note: The new Customer information will be deleted or the status of the

customer will be sleep else active, if the purchase order will not be received

within 6 months of quotation.

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Product Catalog:

The organization produces Rail Testers with different parameters. An

independent product master will be maintained which will be accessed by the

project dynamically.

The user can search the product based on the name and code. Any

modification in any of the specification will be considered as a new project.

Hence it is recommended using some unique prefix to distinguish the product

groups.

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Customer Enquiry:

The marketing manager receives enquiry from a customer through

Telephone, fax, Tenders, Letters etc. The customer may request for a product

by modifying the some of the specifications. At that point of time the new

product will be generated as per the customer’s request and the information

will deliver accordingly.

From the Enquiry Interface a link will be provided to the customer form

as well as product form.

Each enquiry will have Enquiry Number and Date, Customer name and

Address, Product code and name, Unit price of the product, Quantity

Requested, Discount and Total amount, Delivery period, payment terms, Lead

period for Quotation, Delivery point, Remarks However the other implied

factors will be intimated in the quotation.

A dynamic search option will be provided to search a quotation for a

quotation number, for a customer or against a product. The same will be also

available for the reports.

Considering the financial year all the Enquiry numbers will be

generated. As per the conversation with the customer and consulting the

finance team it is decided to consider the financial year from 1st of April to

31st of March. So the Enquiry numbers will be generated in the following

format (“YY/Enq/MM/001”) for Example: (04/Enq/01/001). The system

creates the Enquiry number automatically.

Quotations:

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Once the enquiry is received the user has to send the quotation after

consulting the team within the due period. The quotation can be send

through telephonic conversation, email, fax, letter etc.

The enquiries can be clubbed together and send a single quotation for

the same.(customer wise enquiry) The following information will be maintain

for a quotation

Quotation No, Date, Enquiry No, Date, Customer Information, Product

code, Product Name, UOM, Unit Price, Quantity, Discount, Amount, Delivery

Date, Total Price, APGST, CST, Excise Duty, Freight, Insurance, Others, Grand

Total, Payment mode, Payment Terms, Dispatch mode, Delivery Point,

Remarks.

The user may split the products in to two types in the same quotation

based on the customer request, delivery date and other implied factors.

Hence duplicate product selection should be provided.

Using the dynamic search option the user can search the quotation

information by quotation number, customer and product information.

As like the Enquiry Quotation numbers will be generated. The system

will generate the quotation numbers in the following manner. “YY/Qt/MM/001”

for example: (04/Qt/01/001). The system creates the Enquiry number

automatically.

Once the quotation is raised against an enquiry that enquiry

information will not display in the enquiry list. Their may be a commercial and

product specification negotiation between the customer and the organization,

in such cases the user will send a revised quotation / update the quotation

information to match with the customer purchase order. i.e. a new quotation

number will be generated and the old quotation number will also available in

the old quotation.

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Customer Purchase Order:

On satisfactory acceptance of quotation, the customer places a

purchase order. The Purchase order may receive based on the quotation /

telephonic conversation. The customer may send the Purchase order after a

telephonic conversation, hence in this case Enquiry plays a vital role, i.e.

Enquiry information will be considered as the quotation.

The user has to simply enter the purchase order information.

Purchase order Interface consists, PONo, Date, EnqNo, date, QtNo,

date, Customer Name Address, (Header) Product Code, Name, UOM, UP, Qty,

Total Price, Delivery Date, Status(in a Grid) Requirement Type ( Normal ,

Urgent) Grant Total, APGST, CST, Excise Duty, Freight, Insurance, Other Load

Factors, Grant Total, Pay mode, Payment Terms, Guarantor name, Dispatch

Mode, Delivery place, Remarks.

The customer may amend the Purchase Order after raising the

purchase order, in such case there should be a provision to update the

purchase order information.

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Contract Review:

A review will be made for each product in the PO. The user can

negotiate the commercial and functional parameters like price, quantity, Unit

price, Delivery schedule, pH factor, viscosity etc.

If the user likes to modify the quotation at the time of contract review

he should be permitted with the auto generation of a revised quotation, which

will be considered for further processing of the orders.

The user will select the Purchase order Number, considering which all

the information like Quotation No, date, Customer and product information

will be retrieved and he has to check the commercial and functional

parameters for each product and decide to accept / reject of the order.

If the order is accepted a draft work order will be generated

automatically for the same. This will be converted into work order

(consolidated) in the next step.

Once the review is done the product name will exclude from the P.O.

product list and if all products are reviewed the complete Purchase order will

exclude from the PO list i.e. only the pending Purchase orders will display in

the list.

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Work order Generation:

The user will raise the work orders product wise and handed over to

the production department with the product specifications.

The user will select a Product name and all the draft work orders will

display. The user will check the Work orders and prepare a consolidated work

order, which will be easy for bulk production.

The work order can be search dynamically by customer wise, product

wise, within a period. The same may be available for the report generation.

The work order will contain the WoNo, Date, P.O. No, Date, Order Mode,

Product code, Name, Specification, Qty, UOM, Delivery Date. Requirement

(Urgent/ Normal), Remarks.

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The work order No will be generated by the system, with the following format

(“YY/wo/MM/0001”) i.e. “04/wo/11/0001” , The numbers will be generated

based on a financial year, i.e 0001 will be the first work order generated on

1st of April of every year.

Invoice Generation:

Marketing department raise the invoice at the time of order execution,

with to the finance department consultation. The invoice contains the same

information

For all accepted orders an Invoice is raised and send to the customer

along with the product. The invoice will have following information(s), i.e.

Invoice Number and Date, Purchase order Number and Date, Date of

Dispatch, Customer Information, Product Details, Quantity send, Price details

etc.

Tax information and insurance. The invoice may or may not be

included in the insurance list. Hence If value is zero then it will not be

included in the insurance list.

Using the dynamic search option the user can retrieve the information

about the work order requested / generated from a customer, periodically,

area wise etc.

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Bills / Collection:

The marketing department takes care of collections. Once the order is

executed and invoice is raised the invoice amount will be credited to the

customer account. The user will send a request to finance department to raise

the bill and update the invoice collection amount.

The system will generate the pending collection reports once the

invoice cross the due date, so that the marketing department will make a

follow up to the sundry creditors.

Dynamic search option will help the user to get the information based

on a product, customer, Area, periodically etc, so that it will be better to

monitor the information to the management accordingly.

Reports will be generated based on daily collection, customer wise

invoice realization and pending amount, Area wise collection / pending list,

collection within a period / pending.

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Customer Feed Back:

A feedback from the customer is taken based on the business completed. This

is stored and reviewed periodically. This gives the input for improvement in

our products and services.

Reports:

Enquiries received

Quotations sent

Orders received

Progress on the orders

Product Status

Feed back received

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Sales / Order Execution

Master Reports (Customer, Product, Transport, Insurance)

The reports can be obtained by <a> Customer Wise <b> product wise, <c>

period or any other condition with in the framework of data base designed (ie like

area, dealer etc.).

1.3 Terms and references

CRM: Customer Relationship Management

LOC: Lines of code

LUCOS: is a three-year project which goals are to develop a method for improving

the controllability of product development, as well as tools supporting the method.

BUG: A inconsistency or an error in a written document (source code or otherwise)

that can lead to an observable failure or misunderstanding.

GROUP: A certain number of people, in this course currently defined as being 4-7

people.

INPUT FORM: A form viewable by browsers that takes input from the user, the data

can be sent to the server that created the form.

FORM GENERATOR: A piece of software that creates a browser viewable page from

a separate form description language (see configuration files).

FRAMEWORK: The basic structure of the software system itself.

SCRIPT: A set of commands that can be executed on a computer, scripts are

interpreted from source code

CONFIGURATION FILES: The files that can be sent through a form generator to

create a form.

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EXPORTED DATA: Data that is extracted from somewhere e.g. a database and

converted into another format if necessary.

DATABASE: A place where permanent data is stored.

3. Quality plan

Goal Description Evaluation

metrics

Priority

Functionality Good quality of the framework

= produces robust, bug free

software which contains all

necessary requirements

Customer

satisfaction

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Documentation If used in other projects

documentation is of real value

All the required documents

will be produced with a good

level of English language.

Source code will be

commented

= produces consistent, easy to

read documentation

Customer

satisfaction

9

Modularity Simplicity of system

architecture

Independence of code

modules

= produces a system that is

easy to update and maintain

Customer

satisfaction

8

Reusability Is part of the code going to be

used elsewhere

= produces simple and

independent code modules

that can be reused

Customer

satisfaction

7

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Flexibility How general the form

generation language is

Simplicity vs. functionality of

the form language

= Speeds up form

development but does not

limit functionality

Customer

satisfaction

6

Communication Effective, clear

= simplify communications

internally and with customers

Customer

satisfaction and

internal

acceptance.

5

Schedule Can some tasks be late?

(Overwhelming workload on

certain tasks)

= Reduces some risks

Following deadlines,

evaluation of

effectiveness in

reviews.

4

Working methods

& Tools of the

group

= can significantly speed up

development time Internal acceptance

3

Scalability Simultaneous users, if not this

course what about other?

= produces multi-user proof

software

Passing of

scalability tests and

customer

satisfaction

2

Browser

independence

What restricts the usage of

browsers?

Testing the

outputted pages on

different browsers

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How to evaluate at the end of the course the results in relation with the

quality plan?

The goals have a priority which goes from 10 to 1, from the most important to the

less important.

The overall of the course could be evaluated in the following way:

Each goal is given a grade which goes from 0 to 10

Then that grade is multiplied by its priority in the table

After doing the same with all the goals, they are added together and divided by 5.5

this way is possible to get a percentage of how the quality plan has been

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accomplished. For example: let's suppose that the group gets a 5 in each of the goals

of the quality plan, this would mean that in average the overall of the project group

has met 50% of the initial requirements. The total of the points in this case would be

275, then 275/5.5 = 50 (50%)

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