STANLEY STEEMER CARPET CLEANER

ISAM 5635- SYSTEM ANALYSIS AND DESIGN

SUMMER’10

VIDYA REDDY NALLA VARUN KARUTURI WILLIAM TOUPS

TABLE OF CONTENTSProject Summary…………………………………………………………………………..4

PLANNING PHASE

Systems Request ...……………………………………………………………………......6

Feasibility Analysis

Technical Feasibility .…………………………………………………………….8

Organizational Feasibility ………………………………………………………..9

Project Plan

Work Breakdown Structure .…………………………………………………….10

Gantt Chart ..……………………………………………………………………. 11

Staffing Plan ..……………………………………………………………………12

ANALYSIS PHASE

Requirements Gathering Documentation ..………………………………………………14

Data Flow Diagrams

Context-level Diagram …………………………………………………………..19

Level 0 Diagram ………………………………………………………………...21

Level 1 Diagram ………………………………………………………………...22

Data dictionary

Data Storage with Data Structure and Element Description …………………...25

Process Description ..…………………………………………………………....27

DESIGN PHASE

Program Design

System Components …………………………………………………………… 31

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Structure Chart …………………………………………………………………. 32

Database Design

Logical Design (ER- Diagram) ………………………………………………… 33

Physical Design ………………………………………………………………….33

Input Screens

Existing Customer ……………………………………………………………….34

New Customer …………………………………………………………………..35

Output Reports

Sales Report ……………………………………………………………………..36

Customer Report ………………………………………………………………...36

PROJECT SUMMARY

Stanley Steemer International Inc. is a Carpet Cleaning company located in Dublin, Ohio. The business began as a one-man one-truck operation in Columbus, Ohio. The company offers both residential and commercial services including Carpet cleaning, Tile & Grout cleaning, Furniture cleaning, etc. It has been in business for more than 60 years and has over 300 locations in 48 states.

The company would like to introduce a new system which would be able to handle the appointment processing, process the work orders and invoices. The company would also like to incorporate into their existing website. The motto of the new system is to satisfy the existing customers and attract new customers. This new system will be able to keep track of the

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appointments made online, and process the work orders for the technicians. The new system will be able to generate reports more efficiently.

The functionality expected from the new system is listed below:

Customers should have the ability to make appointments using the website. The system should have the ability to keep a record of customer information such as

name, address, billing, etc... The system should process work orders and send them electronically to technicians. Invoices should be sent to customers electronically upon completion of work and

payment. Employees should have restricted access to the system. The system should produce the following reports for managers:

Weekly/Monthly salesTypes of services being performedSales by region/area

PLANNING PHASE

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SYSTEM REQUEST

PROJECT SPONSOR: Stanley Steemer International, Inc. 5500 Stanley Steemer Parkway Dublin, OH 43016

PROJECT TEAM: Vidya Nalla, Varun Karuturi, & William Toups

COMPANY BACKGROUND Stanley Steemer Inc. has been in business for more than 60 years and has over 300

locations in 48 states.

The business began as a one-man one-truck operation in Columbus, Ohio.

The company’s headquarters is located in Dublin, Ohio.

Stanley Steemer offers both residential and commercial services including Carpet

cleaning, Tile & Grout cleaning, Furniture cleaning, etc…

BUSINESS NEED Stanley Steemer’s current system for making appointments and creating invoices is

outdated and it is difficult to maintain. The customer has requested to create a system to

perform the following:

Handle appointment processing.

Process work orders.

Process invoices.

The company would also like to incorporate this into their existing website.

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SYSTEM REQUIREMENTS Customers should have the ability to make appointments using the website.

The system should have the ability to keep a record of customer information such as

name, address, billing, etc...

The system should process work orders and send them electronically to technicians.

Invoices should be sent to customers electronically upon completion of work and

payment.

Employees should have restricted access to the system.

The system should produce the following reports for managers:

Weekly/Monthly sales

Types of services being performed

Sales by region/area

BUSINESS VALUE Remove scheduling conflicts.

Improve access to work orders.

Increase online sales by adding scheduling features to the website.

The new system will increase the speed and efficiency of processing customers and

appointments.

Managers will be able to review reports easier allowing them to make important

decisions quickly.

CONSTRAINTS The cost of the system will not exceed $150,000.

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The new system will require new hardware and software.

The new system will require a central server located at the corporate office.

Training and implementation of the new system will be required.

A one year onsite warranty will be required for support.

FEASIBILITY ANALYSIS

The project team has created the following feasibility analysis for the system:

Technical Feasibility

Organizational Feasibility

TECHNICAL FEASIBILITY THE NEW SYSTEM FOR STANLEY STEEMER IS FEASIBLE TECHNICALLY, ALTHOUGH THERE IS SOME RISK.

FAMILIARITY WITH THE APPLICATION:Risk Level: Low

The users in the organization are experienced using other Web-based systems that

currently exist.

The IT department has knowledge of the existing Web-based systems and will be

able to incorporate the new system into the existing.

FAMILIARITY WITH THE TECHNOLOGY:Risk Level: Low

The system will be developed using a combination of Microsoft Access and

Visual Basic.

The IT department and programmers have knowledge of similar Web-based

systems and will be able to develop the new system.

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SIZE OF THE PROJECT:Risk Level: Medium

The project team will consist of no more than 5 people.

User involvement will be required during several phases of the project.

COMPATIBILITY WITH THE EXISTING SYSTEM:Risk Level: Very Low

An internet infrastructure already exists therefore the new system will be

developed to incorporate.

The existing data will be able to merge with the new database.

ORGANIZATIONAL FEASIBILITY This project will have very low risk from an organizational perspective. The purpose of this

project is to increase online sales and improve the overall business day to day operations. The

new system will incorporate all areas of the company from the managers all the way down to the

technician performing the actual service. Users from each part of the organization will have input

into how the final system will function. The current business model will receive added valve

from the new system.

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PROJECT PLANWORK BREAKDOWN STRUCTURE

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GANTT CHART

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STAFFING PLAN

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The Project Team will consist of a Project Manager, a User Interface developer, a Database

Developer/Database Administrator, a System Analyst, and a Web Administrator.

Their roles and responsibilities are explained below:

Role Description Assigned To

Project Manager He creates a work plan, staffs the project, and puts techniques into place to help him or her control and direct the project through the entire SDLC.

William Toups

System Analyst The systems analyst assists and guides the project team so that the team develops the right system in an effective way. Systems analysts must understand how to apply technology to solve business problems. In addition, systems analysts may serve as change agents who identify the organizational improvements needed, design systems to implement those changes, and train and motivate others to use the systems.

Varun Karuturi

Database Developer He designs and develops the Microsoft Access database.

William Toups

User Interface Developer She designs and develops the user interface as well as responsible for the server side scripting using ASP .NET.

Vidya Nalla

Website Administrator She is responsible for the maintenance of the website and database.

Vidya Nalla

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ANALYSIS PHASE

REQUIREMENTS GATHERING DOCUMENTATION

INTERVIEW SCHEDULE Name Position Purpose of

InterviewMeeting

Jack Johnson CEO Strategic vision for the new system

Tue, June 1st

10:00 – 12:00 PMBill Bellamie Sales Manager Discuss Tue, June 1st

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improvements and any customer issues

1:00 – 2:00 PM

Kathy White Marketing Manager Discuss new customer strategy

Wed, June 2nd

9:00 –11:00 AMJulie Martin Data Entry Operator Discuss issues with

current systemWed, June 2nd

1:00 – 2:00 PMBob Martinez Service Technician Current problems

with existing schedules

Thu, June 3rd

8:00 – 9:00 AM

INTERVIEW NOTES

INTERVIEW NOTES

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Person Interviewed: Jack Johnson, CEOInterviewer: Vidya Nalla, Varun Karuturi, William ToupsAppointment Date: June 1, 2010Duration: 10:00 AM to 12:00 PMPurpose of the Interview: Help to understand how the existing system works. To get an idea of business needs of the system.

Summary of the Interview: The interviewee wants to boost customer service by offering more

Web-based options. This system should allow their customers to use the website to schedule and pay for their services. It will also allow for better operations of the company.

General Observations: Interviewee would also like to generate several reports.

Questions from interviewee: None

Unresolved issues: None

INTERVIEW NOTES

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Person Interviewed: Bill Bellamie, Sales ManagerInterviewer: Vidya Nalla, Varun Karuturi, William ToupsAppointment Date: June 1, 2010Duration: 1:00 to 2:00 PM Purpose of the interview: To understand how the current system works To get an idea of what the manager needs from the online system Any special requirements needed by the manager to ease his job

Summary of the interview: The manager would like to have the ability to produce several reports

including customer, monthly sales, and sales by region.

General Observations: Interviewee requested the website functions to be very user friendly.

Questions from interviewee: None

Unresolved issues: None

QUESTIONNAIRE

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1) What is your role in the company?            ___ Data entry operator ___ Management ___ Technician

2) What would you mainly use the new system for? (Select all that Apply)            ___ Inputting Data  ___ Scheduling  ___ Running Reports

___ Creating Work Orders ___ Increase Sales

3) Describe how your current business system operates. ________________________________________________________________

________________________________________________________________

4) What are your expectations from the new system? ________________________________________________________________

________________________________________________________________

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5) What features would you like to see in the new system? ________________________________________________________________

________________________________________________________________

6) Do you have any suggestions? ________________________________________________________________

________________________________________________________________

DATA FLOW DIAGRAMS

CONTEXT LEVEL DIAGRAM

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LEVEL O DIAGRAM Processes

Account Process

Appointment Process

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Payment Process

Report Process

Entities

Customer

Scheduler

Manager

Technician

Data Store

Customer

Work Order

LEVEL O DIAGRAM

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LEVEL 1 DIAGRAM

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1: Account Process

Sub Processes

1.1 : New Customer

1.2 : Existing Customer

Entities

Customer

Data Store

Customer Data

LEVEL 1 DIAGRAM

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2: Appointment Process

Sub Processes

2.1 : Creating Appointment

2.2 : Assigning Technician

2.3 : Work Completed

Entities

Customer

Scheduler

Technician

Data Store

Work Order

Technician Data

LEVEL 1 DIAGRAM

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DATA DICTIONARY

Data Storage with Data Structure and Element Description

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CUSTOMER DATA STORE Label: Customer data

Entry Type: Data Store

Description: This stores customer information

Alias: None

Composition:[Attributes]

Name Type Length Null Descriptioncust_idcust_fnamecust_lnamecust_addresscust_citycust_statecust_zipcust_phonecust_email

TextTextTextTextTextTextNumberNumberText

1010

102552020

5Integer 50

Not NullNot NullNot NullNot NullNot NullNot NullNot NullNot NullNot Null

Customer’s user IDCustomer’s first nameCustomer’s last nameCustomer’s addressCustomer’s phone noCustomer’s stateCustomer’s zip codeCustomer’s phone noCustomer’s email

WORK ORDER Label: Work order data

Entry Type: Data Store

Description: This stores work order information

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Alias: None

Composition:[Attributes]

Name Type Length Null Descriptionwo_idcust_idwo_typewo_datewo_timewo_notestech_idwo_costsch_id

NumberTextTextDate/TimeDate/TimeTextNumberCurrencyText

5010

255

255 50

50

Not NullNot NullNot NullNot NullNot NullNot NullNot NullNot NullNot Null

ID of the work ordercustomer’s IDType of work orderDate of the work orderTime of work orderNote for work orderID of technicianCost of work orderScheduler’s ID

TECHNICIAN Label: Technician data

Entry Type: Data Store

Description: This stores technician information

Alias: None

Composition:[Attributes]

Name Type Length Null Descriptiontech_idtech_fnametech_lname

TextTextText

1020

20

Not NullNot NullNot Null

Technician’s user IDTechnician’s first nameTechnician’s last name

PROCESS DESCRIPTION

Label: Process New Customer

Entry Type: Process

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Description: This process allows customers to create a new account.

Process #: 1.1

Process Description: Input Dataflows: create account, customer info

Output Dataflows: confirmation of new account

Notes: None

Label: Process Existing Customer

Entry Type: Process

Description: This process allows customers existing customer to login to the system.

Process #: 1.2

Process Description: Input Dataflows: customer info

Output Dataflows: login account verification

Notes: None

Label: Process Creating Appointment

Entry Type: Process

Description: This process allows customers to make an appointment.

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Process #: 2.1

Process Description: Input Dataflows: appointment time request, work type request

Output Dataflows: appointment info, work order

Notes: None

Label: Process Assigning Technician

Entry Type: Process

Description: This process assigns a technician to the work order.

Process #: 2.2

Process Description:

Input Dataflows: appointment, work order info, technician info

Output Dataflows: appointment confirmation, update work order

Notes: None

Label: Process Work Completed

Entry Type: Process

Description: This process creates an invoice once the work has been completed.

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Process #: 2.3

Process Description: Input Dataflows: completed work order

Output Dataflows: technician assigned, work order info

Notes: None

DESIGN PHASE

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PROGRAM DESIGN

SYSTEM COMPONENTS

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STRUCTURED CHART

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DATABASE DESIGN

LOGICAL DESIGN

PHYSICAL DESIGN Customer (cust_id, cust_fname, cust_lname, cust_address, cust_city, cust_state, cust_zip,

cust_phone, cust_email)

Work Order (wo_id, cust_id, tech_id, sch_id, wo_type, wo_date, wo_time, wo_notes,

wo_cost)

Technician (tech_id, tech_fname, tech_lname)

INPUT SCREENS

EXISTING CUSTOMER 32

NEW CUSTOMER

33

OUTPUT REPORTS

SALES REPORT

34

CUSTOMER REPORT

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