Introduction - Drexel University Information Technology
Software Requirements SpecificationforMobile Point of Sale System for Comcast CorporationVersion 1.0 approvedPrepared by Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangMarch 24th, 2014Revision HistoryDateRevisionDescriptionAuthor21/03/20141.0Initial VersionRI, PP, AP, YYTable of Contents TOC \h \z \t "Heading 1,1,Heading 2,2,Heading 3,3" 1Introduction PAGEREF _Toc383443020 \h 31.1Purpose PAGEREF _Toc383443021 \h 31.2Scope PAGEREF _Toc383443022 \h 32Understanding the problem PAGEREF _Toc383443023 \h 43Understanding the business PAGEREF _Toc383443024 \h 53.1Organizational Units, Stakeholders and Users PAGEREF _Toc383443025 \h 53.1.1Stakeholder Summary PAGEREF _Toc383443026 \h 53.1.2User Profiles PAGEREF _Toc383443027 \h 63.1.3User Environment PAGEREF _Toc383443028 \h 84Measurable Organization Value (MOV) PAGEREF _Toc383443029 \h 94.1MOV Description PAGEREF _Toc383443030 \h 104.1.1Reduce Errors: PAGEREF _Toc383443031 \h 104.1.2Eliminate time and effort required in sales process: PAGEREF _Toc383443032 \h 104.1.3Reduce Resources: PAGEREF _Toc383443033 \h 105Product Conceptual Overview PAGEREF _Toc383443034 \h 115.1Context Diagram PAGEREF _Toc383443035 \h 115.2Data Flow Diagram PAGEREF _Toc383443036 \h 126Assumptions PAGEREF _Toc383443037 \h 127Features Baseline PAGEREF _Toc383443038 \h 138Use Cases PAGEREF _Toc383443039 \h 158.1Summary of Use Cases PAGEREF _Toc383443040 \h 158.2Use Case Descriptions PAGEREF _Toc383443041 \h 16Supplementary Specification PAGEREF _Toc383443042 \h 349Non – functional Requirements PAGEREF _Toc383443043 \h 349.1Supportability PAGEREF _Toc383443044 \h 349.1.1Maintainability: PAGEREF _Toc383443045 \h 349.1.2Adaptability: PAGEREF _Toc383443046 \h 349.1.3Portability: PAGEREF _Toc383443047 \h 349.2Performance PAGEREF _Toc383443048 \h 359.3Security PAGEREF _Toc383443049 \h 359.4Reliability PAGEREF _Toc383443050 \h 359.5Interface and usability requirements PAGEREF _Toc383443051 \h 369.5.1Systems Interfaces PAGEREF _Toc383443052 \h 369.5.2Usability PAGEREF _Toc383443053 \h 389.5.3Interface Constraints PAGEREF _Toc383443054 \h 4010Design Constraints PAGEREF _Toc383443055 \h 4211Glossary PAGEREF _Toc383443056 \h 43IntroductionPurpose The software requirement specification document collects the technical specifications for the mobile point of sale system for Comcast sales operations.ScopeThis document covers the specifications to replace the operations door to door salespeople currently have to go through to serve residential and business customers. The initial release will need to be followed by a minimum of two releases to realize the project’s full scope. The initial release’s functional and non-functional requirements, as well as relevant design constraints are described. For further information on the scope of this project, consult the vision document. Further explanations of terminology can be seen in the Glossary below.Understanding the problemThe problem of...Comcast’s current in person customer sign-up process is that it is ineffectiveas well as outdated (with respect to advances in sign-up procedures and the rise of portable point of sale systems)compared to automated digital sign-up such as the existing online sign-up systemwhich affects...1.0 Sales team1.1 Comcast’s bottom line1.2 Marketing team1.3 Financial team1.4 Legal teamand results in...2.0 Delays and lost time ?2.0.1 Form details must be transcribed and entered into the digital front end, hence delaying processing time??2.0.2 Unproductive use of sales personnel time??2.0.3 Multi-step process to acquire payment, customer information and optimal service delivery times2.1 Loss of potential customers2.2 High error rate from incorrectly transcribed customer information2.3 Poor customer satisfactionBenefits of a solution are...3.0 Improved recruitment operations efficiency (reduced errors, better time management)3.1 Streamlined order and delivery system.3.2 Eliminated and reduced resources (i.e paper, data entry employees..)3.3 Decision support information provisioned to customers3.4 Increased Comcast’s density of customers in their existing footprint. 3.5 Increased profitability and revenueUnderstanding the businessOrganizational Units, Stakeholders and UsersThere are several departments involved in the sales process. Door to door salespeople approach potential customers and enter service requests into the customer relation management system for processing where it must be approved by the financial and legal teams before entering the order system to be processed for the service delivery team.Stakeholder SummaryNon-User StakeholderResponsibilitiesSystem needsContract management person (legal department)Ensure the contract is legally binding and has a valid sign offValid signature capture and legal service delivery termsAccounting person (financial department)Check service delivery has sufficient ROIReduction in red flags for revision or application rejectionsService delivery person (services department)Deliver and install ordered servicesTrain customer in service delivery as neededRealistic and feasible preferred delivery times reported with accurate contact information for confirmation purposesUser ProfilesSalespersonDescriptionA Comcast employee who will use the system to process applications for interested customers they have approached.TypeThis is a non-expert user who will need to use the system repeatedly after receiving training on the sales process and system use.ResponsibilitiesMust approach assigned targetsMust collect customer information and preferences accurately in an application or CRM profileMust convey complete application through correct channel for processing by legal and financial departmentsMust follow up with customer and build relationshipSuccess criteriaIncreased speed of transaction - more targets can be covered in a day, increased customer growth overallIncreased accuracy of transactionIncreased customer satisfactionDeliverablesNumber of conversions of potential targets to interested leadsNumber of conversions of leads to opportunities with the completion of an application for Comcast servicesTotal worth of all completed ordersInvolvementSales people have been interviewed and will be involved in testing the systemOn Site Marketing Person DescriptionA Comcast employee who will use the system to process applications for interested customers when at a promotion eventTypeThis is a non-expert user who will need to use the system occasionally or repeatedly, but is not guaranteed training in the sales process or MPOS system.ResponsibilitiesMust promote Comcast servicesMust increase number of interested parties for ComcastSuccess criteriaIntuitive and speedy operation with minimal errorsHigh customer satisfaction with efficiency of process and quick access to current informationApplication requires minimal to no follow upDeliverablesNumber of conversions of potential targets to interested leadsNumber of conversions of leads to opportunities with the completion of an application for Comcast servicesReports on demographics and preferencesInvolvementMarketing people have not been assigned as system beta testersResidential CustomerDescriptionAny resident of a housing unit within any area in which Comcast has the infrastructure to deliver services who may or may not currently have Comcast services.TypeThis person's technical background will vary wildly, customer may be a novice or guru.ResponsibilitiesAcquire desired services for lowest price possible - inadequate ratio will result in lost customer opportunitySuccess criteriaSuccessful single attempt to capture signatureDeliverables-InvolvementNone. Customer will experience the system only after roll out.Business CustomerDescriptionAny business owner or representative of a business of any size Comcast is able to deliver any services toTypeCan be expert and non-expert. Likelihood of expert team negotiating with Comcast increases with size of the organization.ResponsibilitiesAcquire desired services for lowest price possible- inadequate ratio will result in lost customer opportunitySuccess criteriaSuccessful single attempt to capture signatureReduction in number of steps and meetings to agree on contractual termsDeliverables-InvolvementNone. Customer will experience the system only after roll out.User EnvironmentThe MPOS system sends service requests to the CRM system where they are reviewed by the financial and legal team: problems are flagged and sent to the sales person while a successful request is then forward to the Order system for processing before the service is delivered. The same number of people will be involved in the process as of entry into the CRM system as before, but sales support personnel will be reassigned to other tasks as applications will be digitally recorded right away. Aside from the end users, which are primarily the sales people, the same systems are used by all people in the process.The CRM system the users (sales and marketing) currently use is a cloud CRM called Salesforce. The MPOS system will access the CRM system directly and pull and push information to it. The MPOS system will also pull order information from the Order system backend, but cannot alter information in the Order systems. The following platforms are currently slated for software support: Android and iOS.As the system is mobile, not all areas in which it will be used will support high speed access. Some form of caching may be needed to increase reliability of performance.Measurable Organization Value (MOV)IDOrganizational ImpactValueMetricMeasurement IntervalTime Frame to Max. ValueVerification1CustomerReduce errors made by the sales team while recording customer pre-sales informationReduce errors in captured information by 60%Quarterly10 monthsBecause errors cause additional visits, compare the duration of the sales process with the manual system and determine how many fewer visits are needed with the new system2OperationalReduce time and effort spent in sales process retrieving sales support information and calculating quotesImprove efficiency of sign up process by the sales personnel by 40% Bi-monthly10 monthsCompare the number of targets reached out to by the sales team with the targets reached with the legacy system. This is evident in the annual report where the total number of subscribers are compared to previous years’ data3FinancialReduce technical labour, customer service expense, and stationery expenses to achieve same taskReduce resources usage by 15%Bi-monthly12 monthsReduction in these expenses reflected in the Comcast annual reportMOV DescriptionReduce Errors:Most errors result of incorrect transcription, which should be largely eliminated by having the customer verify information during order placement. The success is measured based on the reduction in number of customer interactions required for order completion. Under the previous system, sales representatives needed to contact potential one or more times to correct errors, which was recorded in the CRM by email, to a lesser extent, number of visits and more accurately, number of revisions of customer information. Under the new system, the same data will be recorded and compared against the previous. A reduction in number of interactions needed before service is delivered should indicate reduced errors. As the system is new, to accommodate for learning curves, the time frame to achieve maximum value is 10 months from initial rollout, allowing for the five months to complete nationwide rollout and a five month allowance for bug fixes, patches and following releases. Eliminate time and effort required in sales process:This value benefits the organization two-fold. Not only does the new system enable immediate processing of new applications, it also eliminates the redundancy of the pen and paper system where copious applications had to be entered manually into the system.Note: Time and effort spent on data entry will be 100% eliminated as the MPOS allows direct entry to the CRM. This is pure benefit to the company. Reduce Resources:As the system is deployed in phases, the value won’t be visible until the end of the specified time frame. Resources employed for the pen and paper system are reduced or eliminated with the implementation of the MPOS. This means reductions in sales process support, contractors, technical support for legacy systems and so on.Product Conceptual OverviewThe Mobile Point of Sale system is POS software designed to automate or enhance activities sales representatives have to perform as part of their job going door to door. Using Android or iOS enabled tablets, sales representatives will be able to directly enter service requests into the existing Comcast system while with a customer rather than after the fact. The MPOS will also perform sales support serviced by pulling location specific quotes, marketing offers, prospective customer or lead management functionality. That is to say the salesperson will be able to use one device to manage potential and existing customers, provide up to date information on services and pricing, process payments and sign up new customers for Comcast services. This will increase the efficiency with which applications and processed by reducing the number of steps salespeople need to take and increasing automation. Context Diagram Data Flow DiagramAssumptionsAssumptionDependencyAndroid and iOS will all be available operating systems Comcast wants to supportScope of project will increase or reduce based on whether more or fewer OS’s need be supportedSystem is only for in-house useAlternate versions need to be created for outside use and access to Comcast’s backend systems would need to be reducedFeatures BaselineIDFeaturePriorityEffortRiskStabilityMOV1Access customer target listCriticalMediumMediumHigh2 & 36Give location sensitive quotesCriticalMediumLowHigh1 & 2 7Retrieve plan options & bundlesCriticalMediumLowHigh29Capture/update customer informationCriticalLowMediumHigh1 & 2 10Capture customer payment information (includes billing preferences)CriticalHighMediumHigh2 & 320Support sales rep login and user profilesCriticalMediumHighHigh221Override standard pricing to tailor service packageCriticalLowMediumMedium213Place an orderCriticalLowLowHigh2 & 312Generate contractCriticalLowLowHigh2 & 3Version 2.011Capture customer signatureImportantMediumLowLow2 15Retrieve order status informationImportantHighHighHigh2 18Access step by step tutorialsImportantHighMediumHigh25Retrieve competitor service package quotesImportantHighHighHigh28Retrieve latest marketing information and offersImportantHighHighHigh22Mark leads as openImportantMediumMediumMedium2 & 33Claim open leadsImportantMediumMediumMedium2 & 317Change target status (target - lead - opportunity)ImportantLowLowHigh216Provide service delivery ETAImportantMediumMediumMedium327Access user’s sales historyUsefulLowLowHigh2 & 3Version 3.04Generate follow up reminders for leadsUsefulLowLowMedium1, 2 & 319Demonstrate difference between internet packagesUsefulLowLowLow222Settle existing customer accountsImportantMediumLowHigh223Access basic service information offlineImportantMediumLowMedium224Contact customer serviceUsefulLowLowHigh225Generate daily and monthly sales reports by userUsefulHighMediumMedium2 & 326Capture order details offlineImportantMediumLowMedium2 & 328Access customer order historyUsefulLowLowHigh2 & 329Apply sales discountImportantLowLowHigh230Guide user through sales processUsefulMediumLowLow1Use CasesSummary of Use CasesUse case #TypeUse Case NameDescriptionUC01 BaseAccess Target InformationRetrieve and display potential customer targets assigned to userUC02ExtendedClaim open leadsUser assigns potential customer to self from targets marked as openUC03BaseRetrieve Location Specific PackagesComcast personnel while engaging a prospect customer, will use the MPOS to get location- based service offers from an external CRM system.UC04BaseCapture Payment InformationRecord and validated payment informationUC05BaseCapture Customer InformationComcast personnel during the sign-up process will use the MPOS to enter customer related information that is sent to and recorded in the CRM system.UC06BaseGenerate ContractComcast personnel will leverage the MPOS system to generate default commercial contracts that are adjusted and confirm by customers.UC07BaseSign-Off OrderAfter the contractual agreement, the customer sign-off on the MPOS. The completed order is sent and processed on the order management system.UC08 BaseGive ETA for service deliveryComcast personnel will provide the customer with an approximate service delivery date that is retrieved from the order management system.UC09BaseRetrieve Order StatusDuring a follow-up Comcast personnel will update customers on their status if their order wasn’t approved within the standard timeframe. UC10BaseAccess sales historyUse user account page to access sales history and quick statisticsUC11 ExtendedApply sales discountComcast personnel before closing out the sale, has the ability to apply his/her personal discount. If he chooses to do so the system will provide him with the available sale discount range based on the service order and the Comcast personnel available discountsUse Case Descriptions USE CASE #UC01USE CASE NameAccess Target InformationACTORComcast PersonnelGoalTo access targets assigned to the sales personOverviewThe system retrieves data associated to respective users. This process supports the sales process by providing access to up-to-date target lists by communicating with the external system.LevelPrimaryPreconditionsUser must be logged in with their credentialsPostconditions in wordsOn leaving this use case, the system remembers the target selection and records a timestamp in the form of a log of access. This information is stored and associated with the personnel data. If the user does not complete a selection, the system simply stores the access timestamp.Associated MOV(s)#2 #3Extended Use Cases“Claim Leads”MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. After logging in, the user selects the option to access target information2. System retrieves the list associated with the user information and displays the list of targets5. User selects the a target from the list6. System records the selection and timestamp as a log for future reference OTHER SUCCESSFUL SCENARIOSStepBranching Action1a. User selects the option to claim a lead EXTEND Claim a lead5a. User selects the target and selects the change status option associated with the target6a. System logs access information and modification timestamp7a. System retrieves the current status of the target and lists the possible statuses the target can be attributed8a. User chooses the appropriate status9a. System updates the status information and displays a success messageUNSUCCESSFUL SCENARIOSConditionsActions*a. System failure occursAbort process and restart system*b User cancels the processSystem returns to the main menu DevelopersAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014USE CASE #UC02USE CASE NameClaim LeadsACTORComcast PersonnelGoalTo access open leads and claim those leadsOverviewThe system retrieves an up-to-date list of open leads. This aids the overall sales process and provides the sales personnel the opportunity to earn more commissionLevelExtendedPreconditionsUser must be logged in with their credentialsPostconditions in wordsOn leaving this use case, the system adds the lead to the current user’s target list. If there is no lead open, the system does not make any changesAssociated MOV(s)#2 #3MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1a. After logging in, the user selects the option from the main menu to claim a lead2a. System displays a field to enter location information3a. User enters the location information4a. System retrieves and displays all the open leads at the specified location 5a. User selects an open lead6a. System adds the lead to the user’s target listOTHER SUCCESSFUL SCENARIOSStepBranching Action 4a. User entered incorrect input wordsHighlight the words, describing error that occurred and go to step 3UNSUCCESSFUL SCENARIOSConditionsActions*a. System failure occursAbort process and restart system5a. There’s no lead to claim by the user at the user-specified location6a. Describe the problem and go to step 3Superordinates“Access Target Information”DevelopersAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014USE CASE #UC03USE CASE NameRetrieve Location Specific InformationACTORComcast PersonnelGoalAccess service information for a specific locationOverviewThe system retrieves data for requested locations. This process supports the sales process by providing access to up-to-date packages to the personnel engaged with a potential customer.LevelPrimaryPreconditionsUser must be logged in with their credentialsPostconditions in wordsOn leaving this use case, the system displays the requested package information and has stored an access log for future reference. If there’s no package available at a given location, the system displays a message conveying the result and has stored an access log for future reference.Associated MOV(s)#2MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. User selects product information option from the main menu during the process of a sale2. System displays a field to enter location information3. User enters the location details 4. System displays information available to display for the specified location5. User selects the service packages and quotes option6. System retrieves and displays the packages available at the specified locationOTHER SUCCESSFUL SCENARIOSStepBranching Action5a. User selects the marketing offers option6a. System retrieves and displays the offers available at the specified location4a. User entered incorrect input wordsHighlight the words, describing error that occurred and go to step 3UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b User cancel the processReturn to the main menu4a. Requested product information is missing/unavailable for the specified locationSystem displays a message to inform the user about the missing/unavailable information DevelopersAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date03-19-2014USE CASE #UC04USE CASE NameCapture payment informationACTORComcast PersonnelGoalTo collect and store the payment information from the customerOverviewThe system allows the Comcast personnel to collect payment information. This information is forwarded to the billing department so as to make payments for the service availed from Comcast.LevelPrimaryPreconditionsUser must be logged in with their credentials.The contract must be generated.Postconditions in wordsOn leaving this use case, the customer information was modified to include payment information. If unsuccessful, the customer information is not modified.Associated MOV(s)#1 #2 #3MAIN SUCCESSFUL SCENARIOActor ActionSystem Action 1. After recording the customer information, the user enters the payment screen by selecting the option to enter payment information2. System retrieves and displays the existing information associated with the target and the modes of payment available3. User reviews the information and selects a mode of payment 4. System retrieves the fields associated with the selected mode of payment and displays those fields5. User enters the payment information6. System stores the information in the fields and displays the review screenOTHER SUCCESSFUL SCENARIOSStepBranching Action6a. User entered incorrect input wordsHighlight the words, describing error that occurred and go to step 5UNSUCCESSFUL SCENARIOSConditionsActions*a. System failure occursAbort process and restart system*b User cancels the processReturn to the main menu screen3a. The user needs to make changes to the information displayedUser selects the edit option to make changes to the customer information and enters the customer information screenDevelopersAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date03-19-2014USE CASE #UC05USE CASE NameCapture Customer InformationACTORComcast PersonnelGoalRecord new or update existing customer informationOverviewThe system enters new or modified customer information into a new or existing customer profile in the CRM.LevelPrimaryPreconditionsPersonnel must be logged in with their organization credentialsPostconditions in wordsOn leaving this use case, a record of account creation or modification is created and a confirmation is displayed.Associated MOV(s)#1 #2 #3MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. User selects service package to start order 2. User selects enter customer information3. System displays customer information form4. User fills in fields5. System displays input summary6. User confirms the information7. System enters information into the CRM and displays confirmationOTHER SUCCESSFUL SCENARIOSStepBranching Action1a. User selects marketing offer to start orderGo to step 21b. User selects target from target list to enter demographic informationGo to step 22a. User selects update existing customer account3a. System displays query screen4a. User enters query information5a. User selects result6a. System displays customer profile7a. User selects update customer information8a. System displays prepopulated customer information form9a. Go to step 45a. User entered incorrect input wordsHighlight the words, describing error that occurred and go to step 47a Personnel selects revise informationGo to step 4UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b User cancels the processReturn to the main menu screenDevelopersAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date03-19-2014USE CASE #UC06USE CASE NameGenerate contractACTORComcast PersonnelGoalGenerate a customized contract for business customers.Overview The system generates a standard contract with custom information in modifiable clauses that the business customer can review and agree to.LevelPrimaryPreconditionsPersonnel must be logged in with their organization credentials and have role permissions to access this function.Postconditions in wordsOn leaving this use case, a contract is generated in agreement with the customer.The contract is stored in association with the customer information. If unsuccessful, the contract is stored in the notes section of customer information.Extended use casesApply Sales DiscountAssociated MOV(s) #2 #3MAIN SUCCESSFUL SCENARIO Actor ActionSystem Action1. User selects contract section for review from the main menu 2. System displays modifiable clauses in section3. User selects a clause for modification in the contract from a pre-defined contract template4. System displays multiple choice options or text field with guidance as appropriate 5. User modifies clause6. System validates entry 7. System saves custom entry8. User requests generation of contract9. System generates standard contract with any modified clausesOTHER SUCCESSFUL SCENARIOSStepBranching Action1a. Personnel retrieves saved contractSystem displays the contract associated with the customer5a. User selects the apply sales discount optionEXTEND Apply Sales Discount6a. User entered incorrect input wordsHighlight the words, describing error that occurred and go to step 56b. User entered incorrect domain valuesDisplay error message, describe the problem and go to step 5UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b Cancel negotiation at any pointSystem stores the contract information in the notes and returns to the main menuDeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014USE CASE #UC07USE CASE NameSign-off OrderACTORCustomerGoal (1 phrase)To sign-off and complete placing an order for the desired serviceOverviewThe system supports order completion in a verifiable manner by capturing customer credentials. LevelPrimaryPreconditionsPersonnel must be logged in with their organization credentialsPostconditions in words (write in passive and past tense)On leaving the use case, a new order record is created and forwarded to the CRM for further review by the finance and legal departmentsAssociated MOV(s) #1 #2 MAIN SUCCESSFUL SCENARIO Actor ActionSystem Action1. Customer peruses the contract generated from the negotiation with the Comcast personnel and reviews the clauses and confirms the information2. System displays signature fields3. Customer signs on the contract by filling the required fields4. System forwards the information to an external system and displays a success messageOTHER SUCCESSFUL SCENARIOS StepBranching Action4a. User entered incorrect domain valuesDisplay error message, describe the problem and go to step 3UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b User cancels the process Return to the main menu1a. User is not satisfied with the contractReturn to the previous screen with the saved contract detailsDeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014USE CASE #UC08USE CASE NameGive ETA for service deliveryACTORComcast PersonnelGoalTo provide the customer a time estimate for their service orderOverviewThe system calculates a service ETA. This process is based takes into consideration the history of the time for delivery of similar service orders and the current request queue. The generated estimate will be returned to the Comcast personnel.LevelPrimaryPreconditionsUser must be logged in with their organization credentialsPostconditions in wordsOn leaving this use case, the system displays the service ETA associated with a specific order and the ETA attribute of the customer’s is updated.MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. After signing-up the customer, Comcast personnel will request an ETA to inform the customer when they should probably receive their service by selecting calculate service ETA option2. System displays the fields to uniquely identify an order3. User enters the order information in the fields3. System calculates the ETA for the selected service packages and displays the detailsOTHER SUCCESSFUL SCENARIOSStepBranching Action4a. User entered unacceptable valuesDisplay error message, describe the problem and go to step 3UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b User cancels the processReturn to the main menu.DeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014USE CASE #UC09USE CASE NameRetrieve Order Status InformationACTORComcast PersonnelGoalAccess information on the current status and status history of service orderOverview The system retrieves data on the current status of a request for a Comcast service after the request has been completed. Status display will indicate if there are flags on the request and where it is in the business workflow.LevelPrimaryPreconditionsPersonnel must be logged in with their organization credentialsPostconditions in wordsOn leaving this use case, system displays the status information associated with the order. Associated MOV(s) #2MAIN SUCCESSFUL SCENARIO Actor ActionSystem Action1. From the main menu screen, the user selects view order status information 2. System displays the order status request screen with fields to identify customer3. User enters the unique information to identify the order in the fields present on the screen3. System retrieves the status history of the service request and displays the retrieved detailsOTHER SUCCESSFUL SCENARIOSStepBranching Action4a. User entered incorrect domain valuesDisplay error message, describe the problem and go to step 3UNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system*b User cancels the processReturn to the main menuDeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date02-27-2014 USE CASE #UC10USE CASE NameAccess sales historyACTORComcast PersonnelGoalAccess user’s history logOverviewEvery sales-person has a history of sales, successful or unsuccessful. This use-case retrieves this history upon request to aid the decision making process.LevelPrimaryPreconditionsPersonnel must be logged in with their organization credentialsPostconditionsOn leaving this use case, history log associated with the logged in user is displayedAssociated MOV(s)#2MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. After logging in, the user navigates to account page by selecting the my account option2. System displays user account information page with a list of options to access history3. Personnel selects recent history option4. System displays most recent transactionsOTHER SUCCESSFUL SCENARIOSStepBranching Action3a. User defines custom time frame of transactions to display by modifying the time period optionSystem refines and displays history log in the defined time frame3b. User selects transaction summary optionSystem displays quick summary information4a. User is new and does not have a historySystem displays a message stating that the user does not have any information to display for specified selectionUNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system4a. User does not see anything displayed for the specified selectionContact technical supportDeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date03-19-2014USE CASE #UC11USE CASE NameApply Sales DiscountACTORComcast PersonnelGoalApply Comcast personnel discount rate to customer orderOverviewThe system calculates and shows the Comcast sales personnel his or her available discount rate for the current sale order. And at his request applies the available discount percentageLevelExtendedPreconditionsPersonnel must be logged in with their organization credentials. Customer must have completed order.Postconditions in wordsOn leaving this use case, Sale Rep DiscountRate attribute is updated, customer order price is updated and displayed on the order summary screen Associated MOV(s)#2MAIN SUCCESSFUL SCENARIOActor ActionSystem Action1. User selects apply sales discount option while generating the contract2. System displays discount screen2. User selects my discount option to retrieve the discount limit associated with the user3. System calculates sales rep available discount and displays sales rate discount profile4. User selects the discount to be applied and selects the apply discount option5. System processes request and displays request summary6. User confirms the information displayed by selecting the confirm option 8. System applies information into the CRM OTHER SUCCESSFUL SCENARIOSStepBranching ActionUNSUCCESSFUL SCENARIOS ConditionsActions*a. System failure occursAbort process and restart system4a User doesn’t apply any discount on the orderSystem returns to the contract generation screenSuperordinateGenerate ContractDeveloperAmir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong YangCreation date and last modified date03-19-2014 Supplementary SpecificationNon – functional RequirementsSupportabilitySupportability for the new allocation system will be measured by the following criteria: Maintainability:The MPOS system is developed in-house by IT department. IT stuff will maintain the MPOS application. ?NF-MAIN1: Code should be deployed onto infrastructure. This is so that in the event of critical outage, IT department can react to the emergency as soon as possible. The IT department should keep a backup of the code. NF-MAIN2: Quality Assurance testing by the testing team should be completed on hardware with the same specifications as the hardware.NF-MAIN3: Release of latest version should be coordinated with IT’s code-move up teamAdaptability:NF- ADAP1: MPOS shall have the ability to change to deal ?with additional application domain concepts NF-ADAP2: MPOS shall have the ability to change to deal with new technology or to fix defectsPortability:NF-PORT1: MPOS system components can be transferred from one environment to another PerformanceThe new MPOS system should perform to the following specifications:NF-PERF1: Time to load the application should be an average of 5 seconds and should not exceed 20 seconds.NF-PERF2: The response time for each saving of data should be an average of 2-3 seconds and should not exceed 5 seconds.NF-PERF3: The response time for navigation from one screen to another should not exceed 1 second.NF-PERF4: The application server should support at least 50 concurrent users and the saving and processing of allocations for at least 50 concurrent users. SecurityThe following requirements are meant to enhance the security of the system:NF-SEC1: Data transmission should always be encrypted (e.g. https).NF-SEC2: Application sessions will be expired after 15 minutes of inactivity.NF-SEC3: Only a user id and password is required to verify the identity of the user upon opening the app.NF-SEC4: Users will not have the option to save their login credentials on their local device. ?They must be typed each time the system is accessed.NF-SEC5: Database administration permissions will be maintained in SQL Server by the designated DBA.ReliabilityReliability for the new allocation system will be measured by the following criteria:NF-REL1: By the time the system is available at the beginning of the day, the system should be available 100% of the time until the end of business day, 5:00 p.m. NF-REL2: Sales data from the CRM system that is used in determining pre -sales business should be as accurate as near ‘real-time’. Current polled sales data are not available until 7:00 a.m. of the next day; the minimal satisfaction of this requirement should be that sales data would be available on the same day sales are made. NF-REL3: If any system updates/database updates that need to occur before the system is available do not finish on time, the MPOS system should still be available and ready for usage.Interface and usability requirementsSystems Interfaces-346710-58166000UsabilityAn important measure in determining the success of MPOS is usability. One of the main problems identified in earlier system are the elongated, cumbersome and redundant steps taken by the sales team to get the order processing. Thus, for the new system, the ease of use is a significant requirement to increase productivity. The following are requirements and standards that the new user interface should enable/meet(a) User Interface ??? NF-UI1: Each screen in the application should have title text relevant to the content present on that screen.NF-UI2: Content on the page should be logically grouped whenever possible and distinguished using lines and colors.NF-UI3: Use of colors and graphics should also be consistent across screens.NF-UI4: Control’s representation and positioning should be consistent across screens that have similar operations available. NF-UI5: For all errors and warnings, appropriate indicators should be used that should stand out and draw user’s attention. Use pop-ups judiciously.NF-UI6: Use icons with graphics wherever and whenever possible because they aid learning.NF-UI7: Text formatting should be consistent across all screens. Copious text should be categorized and/or summarized to prevent information overload. Contract details could be an exception for this requirement. NF-UI8: Controls should be large enough to provide hassle-free accessibility on touch-screens and should be represented by standard labels with unambiguous semantics, such as “Generate Contract”.NF-UI9: At the end of a process, use indicators to represent outcome of the process, ie. success or failure results for actions performed.(b) NavigationNF-NAV1: Flow of application from one screen to another should try to mimic the flow of business process. This will help retain familiarity with the old system and reduces learning curve. NF-NAV2: Content organization should be coherent; multiple related tasks should be consolidated to work coherently in a single screen. ?The navigation should be used to represent logical flow of information from one screen to another.NF-NAV3: Navigation controls should be labelled appropriately. Their positioning and representation should be distinguished from controls whose operation context is restricted to the current screen. A control saving information on the current screen should be distinguishable from a control saving information across all screens. ?NF-NAV4: User should be prompted if automatic redirection occurs. Prompts should also be used when the user stands to lose unsaved data while navigating between screens. NF-NAV5: Frequently used navigation controls should be positioned in an unobstructive space on the screen. Such controls should also be grouped to form navigation menus.(c) TrainingThere is one main user groups for MPOS. Personnel that handles sales comprises of the sales team and marketing team. Depending on an individual’s familiarity and grasping ability, training time and learning curve specific operations may vary. ????NF-TR1: Sales people are the day-to-day users of the system. Upon the first phase roll out of the system, the sales personnel must easily familiarize themselves with the basic functions that enable them to complete an order using basic functionalities.If the user interface is intuitive and well presented, and the process of sale ingrained in experience users, then the training time for completing a basic sale should not exceed 5 business days. ?For novice users, due to the lack of experience technology, training time should be extended to accommodate this lack of knowledge. It is expected that training time for such users should not exceed 15 business days. The orders placed during this probation period should be carefully supervised and monitored for errors. Additional training modules should be available in a separate “Help” section that allows the user to go back and refer any steps of the process that may hinder the process of sale. NF-TR2: Marketing personnel do not use the system on a daily basis. Instead, these users are interested mainly in generating quotes and promoting service which requires only a partial use of the functionality of the system.In order to be productive in the new system, the training time for users comfortable with should not exceed 3 days. This time may be elongated up to 10 days depending on individual background, familiarity and grasp. The logical flow of the process should help them carry out this abbreviated task efficiently.Marketing personnel may rarely carry out an actual sale. Only a subset of the marketing personnel may be subject to such training. Considering the lack of familiarity with the sale process and the system, the training time can stretch up to 30 business days.Interface ConstraintsUser Interfaces:The following list identifies specific technology and design constraints for the system's user interface design:Ability to capture customer comments separatelyAbility to capture comments about the contractAbility to define a formal workflow procedure which directs the user through the process, using hints and tutorialsSupport iOS and Android interface design frameworkNavigation controls within the application should be built natively into the UI without relying upon separate controls (eg. back, forward, and home buttons)Optimize UI for screens with varying resolutions, primarily for 2048 x 1536 and 1920 x 1200 resolutionsDisplay Comcast logo across all screens in an unobstructed mannerSoftware Interfaces:Client on Android devices: The operation system runs on Android platform specifically for Android 4.3(Jelly Bean) and all versions released after it.Client on iOS devices: The operation system runs on iOS platform specifically for iOS 7 and all versions released after it.Web Server: The web server we use is Red Hat Linux deployed on Amazon AWS.The MPOS system shall communicate with CRM system to provide support.The MPOS system shall communicate with Order Management System for manage orders.The application supports push messages that will be used to synchronize data between the local application and the remote server. Data transmission will be using TCP/IP and the HTTP protocol.Hardware Interfaces:The table below details the hardware to be used in support of this project.HARDWARE INTERFACESDescriptionModelConfigurationAmazon Web ServerRed Hat Enterprise LinuxLinux/Unix, Red Hat Enterprise Linux 6.4iOSiPhone 4s, iPhone5, iPhone 5s, iPhone 5c, iPad2, iPad3, iPad mini, iPad AiriOS 7 or laterAndroidAndroid phone and tabletAndroid 4.3(Jelly Bean) or laterDesign ConstraintsSystem Constraints The demands for accessing business information through mobile end operation system include iOS and Android devices. End users will be able to use this app to keep track of customers, place orders and retrieval business information from the database. The system will seamlessly integrated with the back end of both the sales CRM system and service delivery system, which allows off site and immediate sale, promoting marketing and sales.Programming ConstraintsEmployee client software shall be written in Java or Objective-C.Practical data shall be defined and documented using XML.Environmental ConstraintsThe system should be deployed on Amazon AWS server and provide an identity verification management to secure the information from third-party attackers and outsiders.Schedule and Resources ConstraintsThe system will be developed in-house.GlossaryBundle - See package. CRM - Customer relationship management software, which coordinates the efforts of sales and marketing and maintains information on the customer base Data entry personnel - Staff primary tasked with transcribing the service request paper forms filled in by salespeople into the CRM or other relevant softwareLead - Status of potential customer who has expressed interest in purchasing a product Opportunity - Status of customer who places an orderPackage - Service product offered by Comcast. Refers to single or bundled services.Prospect - See target.Service delivery - May refer to department, activity or personnel. Installation or activation of Comcast service.Target - Status of prospective customer, identified by either name or just address, that is yet to be contacted or has not yet expressed interest in the service. Also called target. ................
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